Contactless payment
Request ID: FOI-2968-1718
Date published: 25 April 2018
You asked
Please release all correspondence and information, including but not limited to emails, notes of phone calls and meetings, relating to problems (including incorrect charging) with the contactless payment methods on all forms of TFL travel.
We answered
TfL Ref: FOI-2968-1718
Thank you for your email received on 17 January 2018 asking for information about Contactless Payment card complaints.
Your request has been considered in accordance with the requirements of the Freedom of Information Act and our Information Access Policy. You asked:
Please release all correspondence and information, including but not limited to emails, notes of phone calls and meetings, relating to problems (including incorrect charging) with the contactless payment methods on all forms of TFL travel.
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).
Your request does not provide a specified time frame and you require a very broad range of information covering bus, Tube, tram, DLR, London Overground, TfL Rail, Emirates Air Line and River services, therefore uunder section 12 of the FOI Act, we are not obliged to comply with your request as the cost of determining whether we hold the information, locating and retrieving it and extracting it from other information will exceed the appropriate limit. This is calculated at £25 per hour for every hour spent on the activities described.
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. For example you may wish to request only emails between specific individuals, across a specific timeframe and/or on a specific subject matter.
If this is not the information you are looking for, please feel free to contact me.
Please see the attached information sheet for details of your right to appeal.
Yours sincerely,
Melissa Nichols
FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London
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