Follow on from FOI-2968-1718 & FOI- 2971-1718 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. Please limit this information for INTERNAL correspondance between Jan and Dec 2017.

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FOI-4529-1718

Thank you for your further email received by us on 12 February 2018 asking for information about 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 between Jan – Dec 2017.

Your request has been considered in accordance with the requirements of the Freedom of Information (FOI) Act and our information access policy.

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.

Your request, although narrowed in scope, still covers a period of 12 months where by we would have to try and establish what information was held across the business. This would encompass the whole of customer services for all transport modes, as well as many different teams and individuals located across the organisation. This would greatly exceed the exceed the ‘appropriate limit’ of £450.

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. 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 might also consider limiting your request to a particular period of time, geographical area or specific departments of the organisation.

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 note that we will not be taking further action until we receive your revised request.

In the meantime, if you have any queries or would like to discuss your request, please do not hesitate to contact me.

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

Yours sincerely

Emma Flint

Principal Information Access Adviser

Transport for London

[email protected]

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