Dear

TfL Ref: FOI-2968-1718 & FOI- 2971-1718

Thank you for your emails both received on 17 January 2018 asking for information about Contactless Payments.

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.

Please release figures for the number of successful refund requests made in the last calendar year (Jan to Dec 2017) where a user's contactless payment card or other contactless payment system (phones etc) was charged an incorrect sum for their total travel in one day.

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 of £450 provided for in the Freedom of Information (FOI) and Data Protection (Appropriate Limit and Fees) Regulations 2004. This is calculated at £25 per hour for every hour spent on the activities described.

Your request for correspondence 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. This combined with your further request for successful contactless refund data overall exceeds the £450 limit, we are therefore applying Regulation 5(1) of the Freedom of Information (FOI) and Data Protection (Appropriate Limit and Fees) Regulations 2004, which permits us to take into account requests made by the same person which relate, to any extent, to the same or similar information.

Please note any further requests that we receive within a 60 working day timeframe may also be subject to consideration under Section 12 of FOI.

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