Request ID: FOI-2164-2425 Date published: 18 October 2024
You asked
Hello,
I was recently diverted by my sat nav from my normal route and I was not sure if it has taken me into the Congestion Charge zone. I waited until the following day to call TfL to see if they could confirm whether I entered the zone or not, but the call centre operative said that detail is not available to anyone, including any TfL staff. Clearly the registration numbers are captured electronically so this feels very unlikely to me.
My questions are:
Does anyone in TfL have access to the data that would show if I had entered the charging zone the same day, second or third day, ie within the normal penalty free days.
From a customer experience perspective, if this detail is available why can’t we use your website or phone your call centre to check whether the charge is payable. I know I was told it’s my responsibility to check if I entered the zone or not, but I just can’t believe the data is not captured in relative real time to provide a much better level of customer support.
For me I ended up paying the £17.50 to avoid a possible PCN but this whole process felt lacking of any customer care and you are clearly making money from people who possibly don’t need to pay. I would like a comment regarding that.
We answered
TfL Ref: FOI-2164-2425
Thank you for your request received by Transport for London (TfL) on 7th October 2024 asking for information about the Congestion Charge scheme.
Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy.
Specifically you asked:
“Does anyone in TfL have access to the data that would show if I had entered the charging zone the same day, second or third day, ie within the normal penalty free days.”
I can confirm that we hold the information you require.
The Congestion Charge operates using Automatic Number Plate Recognition (ANPR) technology. As a vehicle either enters, leaves or drives within the zone, its Vehicle Registration Mark is recorded by our camera network. At the end of the next charging day, when the payment period has expired, we manually verify the registrations. If either a charge has been paid, the vehicle is registered for a 100% discount or if the vehicle is classified as exempt; the image of the vehicle is deleted. Where this is not the case, the image is retained for enforcement purposes. As we do not process the images of vehicles until the end of the following charging day, we are unable to provide a timely service which allows motorists to verify immediately whether their vehicle has been in the Congestion Charge zone.
If this is not the information you are looking for please do not hesitate to contact me.
Please see the attached information sheet for details of your right to appeal as well as information on copyright and what to do if you would like to re-use any of the information we have disclosed.
Yours sincerely,
David Wells FOI Case Officer FOI Case Management Team General Counsel Transport for London
