Please provide: * Any policies and guidance for tube drivers and tube station staff about customer service and how to interact with passengers. * Any written materials used in training tube drivers and tube station staff in customer service and how to interact with passengers.

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Our ref: FOI-2539-1920

Thank you for your request received by Transport for London (TfL) on 20 November 2019 asking for information about customer service policies and training for tube staff.

Your request has been considered in accordance with the requirements of the Freedom of Information Act and our Information Access Policy. You asked:

Please provide:

* Any policies and guidance for tube drivers and tube station staff about customer service and how to interact with passengers.

* Any written materials used in training tube drivers and tube station staff in customer service and how to interact with passengers.

Unfortunately, to provide the information you have requested would exceed the ‘appropriate limit’ of £450 set by the Freedom of Information (Appropriate Limit and Fees) Regulations 2004. Under section 12 of the FOI Act, we are not obliged to comply with a request if we estimate that the cost of determining whether we hold the information, locating and retrieving it and extracting it from other information would exceed the appropriate limit. This is calculated at £25 per hour for every hour spent on the activities described.

The process of locating all policies, guidance and written materials across the whole organisation, relating to customer service guidance for tube staff, would exceed the cost limit described above and so we are refusing this request.

To help bring the cost of responding to your request within the £450 limit, you may wish to consider narrowing its scope so that we can more easily locate, retrieve and extract the information you are seeking. You may find it more beneficial to request specific recorded information rather than broad information requests as this is less likely to generate concerns around the processing time and the potential collation of a lot of information that may not be of significant value to you.

If you want to refine your request or make a Freedom of Information Act request in future, please bear in mind that the Freedom of Information Act allows you to request recorded information held by us. You should identify the information that you want as clearly and concisely as you can, specifying the types of document that you are looking for. You may wish to ask a specific question or for a specific document rather than any documentation regarding customer service guidance for tube staff.

Although your request can take the form of a question, rather than a request for specific documents, we do not have to answer your question if it would require the creation of new information or the provision of a judgement, explanation, advice or opinion that was not already recorded at the time of your request.

Please see the attached information sheet for details of your right to appeal.

Yours sincerely

Melissa Nichols

FOI Case Officer

Information Governance

Transport For London

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