Congestion charge payment error
Request ID: FOI-2415-1718
Date published: 06 December 2017
You asked
When making payment online for the congestion charge there is no way of checking if your car actually enters the congestion zone and no way of receiving a refund if you discover later on you didn't actually enter it.
I'd like to know how many over payments TFL have received due to payment errors where vehicle owners have paid but there has been no record of them entering the congestion zone on that particular day.
Please forward total yearly figure records over the the five years and confirm how these accidental payment monies are distributed.
We answered
Our Ref: FOI-2415-1718
Thank you for your request received on 24 November 2017 asking for information about Congestion Charge payments.
Your request has been considered in accordance with the requirements of the Freedom of Information (FOI) Act and TfL’s information access policy. You asked for:
We do not hold the information you have requested. We have extensive information available which outlines the operational hours, zone boundaries and payment options available to motorists wishing to travel into the Congestion Charge zone. We also have in place a comprehensive traffic management and signage strategy that seeks to ensure that drivers will be aware of the charging zone as they drive towards and around central London. In addition, our website includes a fully interactive map where road users will find a location check facility. This allows motorists to enter a location such as a street name, postcode or building name and they will be advised whether the location is within the charging zone.
Furthermore, the Congestion Charge operates using Automatic Number Plate Recognition 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.
It is ultimately drivers’ responsibility to make themselves aware and abide with the traffic laws consistent with the Highway Code.
Please accept our apologies that we are unable to assist you further on this occasion.
Please see the attached information sheet for details of your right to appeal.
Yours sincerely
Gemma Jacob
FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London
[email protected]
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