Request ID: FOI-2827-2324 Date published: 04 December 2023
You asked
Please can you tell me under the Freedom of Information Act when the telephone payment system for Ulez was changed. You were previously able to say your car registration into the phone payment system and the automated receptionist would repeat it back to you.
This has now changed. Instead of repeating the registration back to you, she is now linked to a car make and model database so you only have to confirm yes or no.
Please can you tell me the date of the change and why this was.
Thanks and Kind regards
We answered
TfL Ref: 2827-2324
Thank you for your request received by Transport for London (TfL) on 7 November 2023 asking for information about the ULEZ scheme. 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. You asked:
when the telephone payment system for Ulez was changed. You were previously able to say your car registration into the phone payment system and the automated receptionist would repeat it back to you.
This has now changed. Instead of repeating the registration back to you, she is now linked to a car make and model database so you only have to confirm yes or no.
Please can you tell me the date of the change and why this was.
We can advise that we have not made any changes to the phone payment system. The vehicle registration, along with the make and model of the vehicle, is repeated back to the caller. The caller then confirms ‘yes’ or ‘no’. This occurs prior to payment being made.
However, if you have experienced any difficulty in making a payment or have any further questions, please contact our Road User Charging team at: [email protected] for further assistance.
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
Jasmine Howard FOI Case Officer FOI Case Management Team General Counsel Transport for London
