Issues related to enquires sent via the TfL website
Request ID: FOI-2875-2122 Date published: 29 March 2022
You asked
My question relates to enquiries sent to TfL via the "Make an enquiry" sections of it's website, or via London Road User Charging accounts.
I am primarily interest in Driving and ULEZ related enquiries.
I would like to know whether TfL has received complaints (or otherwise been made aware of) either of the following issues:
1) Enquiries sent via these methods were not responded to within the advertised response-timeline; or
2) That TfL lost, or did not acknowledge receipt of supporting documents that were attached to an enquiry in its response.
The timeframe for my enquiry is the past 12 months.
If so, please quantify the number of each type of complaint, and what steps, if any, TfL has taken, or plans to take to identify and resolve the underlying issue(s).
If the above issues are known to TfL, and relate to a known technical or procedural issue, please provide details.
We answered
TfL Ref: FOI-2875-2122
Thank you for your request received by Transport for London (TfL) on 12th March 2022 asking for information about enquiries submitted via our website.
Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy.
Specifically you asked:
“My question relates to enquiries sent to TfL via the "Make an enquiry" sections of it's website, or via London Road User Charging accounts.
I am primarily interest in Driving and ULEZ related enquiries.
I would like to know whether TfL has received complaints (or otherwise been made aware of) either of the following issues: 1) Enquiries sent via these methods were not responded to within the advertised response-timeline; or 2) That TfL lost, or did not acknowledge receipt of supporting documents that were attached to an enquiry in its response.
The timeframe for my enquiry is the past 12 months.
If so, please quantify the number of each type of complaint, and what steps, if any, TfL has taken, or plans to take to identify and resolve the underlying issue(s).
If the above issues are known to TfL, and relate to a known technical or procedural issue, please provide details.”
I can confirm that we hold some of the information you require.
We aim to respond to all customer enquiries relating to our Road User Charging service within 10 days.
Between 1 February 2021 and 28 February 2022, 99.8% of all enquiries were responded to within 10 days. The table below details the number of enquiries received each calendar month and the number which were not responded to within the required timeframe
We do not record specific reasons why an enquiry was not responded to within 10 days or the number of enquires/documents which may have been lost.
If you have experienced difficulties with an enquiry you have made then please contact our Road User Charging correspondence team at [email protected] and they will be happy to assist you.
Month
Total number of items processed
Items processed beyond 10 days
Feb-21
30,437
17
Mar-21
41,827
29
Apr-21
34,806
56
May-21
38,129
43
Jun-21
44,879
47
Jul-21
46,533
66
Aug-21
43,273
32
Sep-21
48,205
93
Oct-21
41,768
70
Nov-21
65,097
440
Dec-21
70,675
132
Jan-22
55,637
120
Feb-22
41,403
10
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
