“I regularly phone when I have a problem. My identity is validated for access to my account. Some enquiries do not need my identity. I suggest the reason for the call should e established and identity information should then be established only if required. Please send me an attachment giving the instructions to staff on account validation. I find full name, email address, phone number, postal address, and city of first job excessive. Different agents ask for different information.

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TfL Ref: 2446-1920

Thank you for your request received by Transport for London (TfL) on 31 October 2019 asking for information about our Cycle Hire call centre identification and verification process. I apologise for the delay in acknowledging your request.

Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy.  I can confirm that we hold the information you require.

Please see attached as requested.

Please note that in accordance with TfL’s obligations under Data Protection legislation some personal data has been removed, as required by section 40(2) of the FOI Act. This is because disclosure of this personal data would be a breach of the legislation, specifically the first principle which requires all processing of personal data to be fair and lawful. It would not be fair to disclose this personal information when the individuals have no expectation it would be disclosed and TfL has not satisfied one of the conditions which would make the processing ‘fair’.

If this is not the information you are looking for, or if you are unable to access it for any reason, 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

Sara Thomas

FOI Case Management Team

General Counsel

Transport for London

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