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TfL
Street
Management
Congestion Charging Scheme
Criteria for dealing with Representations and Appeals
PC050303L5050220
Confidential
CRITERIA FOR DEALING WITH REPRESENTATIONS AND APPEALS
Document Reference
ENF_029_V2.0_Criteria for Dealing with Representations and Appeals
PC050303L5050220
Document Control
Version Status
Date
Author
Change
since
previous
version
V0.1
05/03/03
Paul Cowperthwaite
This document replaces “Criteria for Dealing with non-standard Representations v0.3”.
V0.2
24/03/03
Paul Cowperthwaite
Comments from Peter Crane
V0.3
31/03/03
Paul Cowperthwaite
Comments in response to comments from Nina Benson.
V1.0
04/04/03
Paul
Cowperthwaite
Final
Version
V1.1
28/01/04
Paul Cowperthwaite
Renewal business rules added.
V1.2
13/04/04
Paul Cowperthwaite
Year on updates following discussions with GLA and Directors.
V1.3
29/04/04
Paul Cowperthwaite
Comments from TfL legal and DP manager and final internal review.
V1.4
Issue
01/06/04
Paul Cowperthwaite
Updated following implementation meetings with Capita
V2.0
Issue
19/06/06
Paul Cowperthwaite Incorporates PND, policy guidance for queries, updated following meetings with Capita.
If this document is an approved version please destroy or mark ‘Superseded’ all previous versions
Copyright on the whole and every part of this document is owned by Transport for London. No reproduction of the whole or any part of
this document is to be made without the authority of Transport for London. This document is confidential to Transport for London. No part
of this document or information contained in this document may be disclosed to any party without the prior consent of Transport for London
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CRITERIA FOR DEALING WITH REPRESENTATIONS AND APPEALS
This document supersedes previous clarification issued to the Combined Service Provider (CSP) for dealing with Representations and
Appeals. It specifically replaces all previous copies of the documents “Criteria for Dealing with Representations”.
The rules detailed must be applied when determining whether to accept or reject representations (and to challenge any Appeals and
outlines the escalation route to TfL (PMA’s) where the circumstances of the representation are not covered by the business rules. TfL
discretion may over ride any decision outlined. These rules are subject to amendment by Transport for London and will be reviewed
on a regular basis.
Contents
Guidelines …………………………………………………………………………………………………………………………… 5
Definition of first representation ……………………………………………………………………………………………
7
First Representation ………………………………………………………………………………………………… 7
First representation scenarios ……………………………………………………………………………………… 7
Third Party Representations ………………………………………………………………………………………………… 8
- Company or organisation …………………………………………………………………………………………… 9
- by family member …………………………………………………………………………………………………… 9
-authorised representative …………………………………………………………………………………………… 10
- keeper deceased………………………………………………………………………………………………………. 10
- legal representative ………………………………………………………………………………………….………….10
-
Third party representation and late rep….……………………………………………………………………… 10
-
Third party representation refused, made on ground 2, 3, 4, 5 process ………………………………………. 11
Late Representations ……………………………………………………………………………………………………………
11
-Late representation ground waived ………………………………………………………………………………… 12
Mitigation …………………………………………………………………………………………………………………………… 14
Decision Criteria …………………………………………………………………………………………………..…………………
15
Never was the registered keeper ………………………………………………………………………….……………… 15
- Never owned ………………………………………………………………………………………………………… 15
- mismatch ……………………………………………………………………………………………………………… 16
- Ringer/Clone ………………………………………………………………………………………………………… 16
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Ceased to be person liable before the contravention …………………………………………………………………
17
- sold ……………………………………………………………………………………………………..……………. 18
Became the person liable after the contravention ………………………………………………………………………… 19
- bought ………………………………………………………………………………………………………………… 19/20
Payment Rules introduction…………………………………………………………………………………………………… 20
Pay Next Day (PND)…………………………………………………………………………………………………………… 20
Charge paid for the vehicle at the time and manner ………………………………………………………………… 21
-Forgot to pay…………………………………………………………………………………………………………… 21
- Paid - PND….………………………………………………………………………………………………………….. 21/6
- Web Problems …………………………………………………………………………………………………..
27
- Call Centre/IVR …………………………………………………………………………………………………….
27
- Pay Point problems ………………………………………………………………………………………………
28
- Metric problems……………………………………………………………………………………………………… 28
- SMS Text…………………………………………………..…………………………………………………………… 29
- Fleet ……………………………………………………………………………………………………..……….……. 29
- Payment Queue…………………………………………………………………………………………………………30
- Fast track …………………………………………………………………………………………………………
30
- Cherished number plates…………………………………………………………………………………………… 30
No Penalty Charge is payable under the charging scheme ………………………………………………………… 30
- Exempt by taxation class …………………………………………………………………………………………
30
-
Discount 100% (excluding Blue Badge) …………………………………………………………………………
31
- Alternate fuel vehicle………………………………………………………………………………………………… 32
- Police ………………………………………………………………………………………………………………… 32
- Emergency Services Vehicle……………………………………………………………………………………… 33
- Selected Partner …………………………………………………………………………………………………… 33
- PCO ………………………………………………………………………………………………………………
34/5
- Hackney Carriage ………………………………………………………………………………………………… 36
- Charity Voluntary Organisation …………………………………………………………………………………..
36
- Military Vehicle ……………………………………………………………………………………………………
36
- Blue Badge ………………………………………………………………………………………………………..
37
- Resident ………………………………………………………………………………………………
38
- Diplomatic Vehicle …………………………………………………………………………………………………
39
Vehicle used kept on road without consent ………………………………………………………………………… 42
- Stolen ………………………………………………………………………………………………………………
42
- Taken ………………………………………………………………………………………………………………
43
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Charge exceeds amount applicable in circumstances ……………………………………………………………… 43
-
Incorrect Amount on PCN …………………………………………………………………………………………… 43
- Paid - Partial payment ………………………………………………………………………………………………… 43
Mitigation Grounds/Factors only …………………………………………………………………………………………
44 to 49
-
Advise
Breakdown
Time of Contravention Dead
End
Death
Delivery
- Detained
Diversion
Emergency
Funeral
Got Lost
Hospital
- Ignorance Local Authority Enf. Prison
Leaving Zone
Not in Zone
- Petrol
Road Layout
Sick/ Ill
Signs not seen
Swerved
- VIP
Was not the Driver
PMA Escalation Cases…………………………………………………………………………………………………….. 49
-
Signs (missing), cameras, legal challenge……………………………………………………………………… 49/50
Vehicle on Hire…………………………………….. (See Also Separate Hire Agreement Guidance)…………………… 50
Discount renewal (data corrections)…………………………………………………………………………………………. 52
- Discount Renewal Data Corrections …………………………………………………………………………….. 52
Paying the Charge Representation/Appeal/Enquiry Process Rules ……………………………………………………………. 53
Freedom of Information Act ………………………………………………………………………………………………………… 57
Appendix A Mitigation Aide………………………………………………………………………………………………………….. 60/82
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1. Guidelines
1.1. Any employee of the CSP must use these rules to determine the response to a representation. Any representation received
that does not fall into one of these categories or requires additional clarification must be escalated to Transport for London’s
(TfL) Representations and Appeals Policy & Monitoring Advisors (PMAs) for consideration, this would also refer to cases
that may meet the criterion outlined but it is felt that due to the extenuating circumstances of the case a different decision
may be required. This must be done through the agreed escalation procedure. These rules apply equally to any Appeals
received and therefore any reference to a representation can be taken as also referring to any Appeal.
1.2. The following tables in the section ‘
Decision Criteria’ highlight the 6 legal grounds on which a representation or appeal may
be made. Gives illustrative details of what the customer may say, the evidence that may be provided and where relevant the
investigation required, and from this the appropriate decision.
1.3. It should be noted that whilst the legal grounds are shown, the customer does not have to indicate in their representation on
which ground the representation is being made. Representations must not be rejected on the basis that the customer has
not indicated which ground they are making the representation on. Representations can be made for any reason and they
must be considered in accordance to this guidance
1.4. The box the customer ticks on the form may be selected in error, in the sense that the box ticked may not directly relate to
the relevant decision criteria listed below. Consider the substance of the representation (e.g. as set out in the "details of
your representation" section) and then identify the relevant ground and criteria. The criteria are intended to cover possible
reasons why a representation may be made. In cases of doubt, where it is unclear what ground(s) or criteria apply, escalate
consideration of the representation as detailed above.
1.5 Representations, which are not signed by the customer, must not be rejected on this basis as there is no legal requirement
to sign a representation. However the presence of a signature may indicate a third party has made the representation and
not the registered keeper. Care should be taken where the registered keeper is a Company, see
third party reps. - company.
1.6.
Representations which are not received on the representation form should also be considered and not rejected on this
basis, the legislation merely defines a representation must be made in writing. Therefore a hand written letter, typed letter or
e-mail are acceptable forms of representations, this list is not inclusive and other written formats are also acceptable and
must be considered in accordance with this guidance
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1.7
The decision to accept or reject refers to the final decision with regard to the Penalty Charge Notice (PCN). It must in all
cases result in the appropriate letters being sent. These business rules clearly outline what letters should be sent and in
certain cases to whom.
1.8
It should be noted that the decision to accept a representation will not in all cases, result in the cancellation of the PCNs.
Where the regulations allow liability to be transferred to a newly nominated keeper a new PCN may be sent, this would
apply where the vehicle is on hire or sold etc.
1.9.
When considering the representation it is important that each case should be treated on its own merits. However, the CSP
must ensure that the person investigating the PCN checks for previously and subsequently issued PCNs and any decisions
taken on representations received regarding these PCNs, so as to ensure consistency i.e. first representations.
1.10. All data corrections identified as part of the investigation must be referred to the relevant section for immediate modification
to prevent further PCNs being issued on the same basis e.g. incorrect VRM entries on BB accounts, resident accounts or
Annual charges purchased. Again these examples are not inclusive.
1.11 Any payment (partial or full) made for the PCN should also be considered and referred to when responding to the
representation. Please therefore refer to the specific section in these rules that provide clear instructions on how these
should be dealt with.
1.12 A number of representation decisions relate to the “first representation” a detailed explanation of first representation is given
in section 2. Those that relate to First representation specifically refer to this and by clicking the hyperlink
First representation will display the relevant rules.
1.13 Section 3 deals with representations made by a third party and offers guidance on how the representation should be
considered and dealt with and can be obtained by clicking on the hyperlink
Third party Representation.
1.14 A number of representation grounds refer to ‘Late representation ground waived’ the details of which are outlined in section
4 The hyperlink under the representation reason shown as
late representation ground waived enables a quick reference to
the late representation reasons.
1.15
Section 7 deals with the rules that are specific to the renewal of the registration with TfL for the discount process and
should be referred to when dealing with such representations.
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1.16 To take account of PND 2 separate sets of paragraphs are now available on the intranet and it is important that the CSR
processing the representation correctly identifies the contravention/ set of paragraphs relevant to each contravention.
2.
Definition
of
First
Representations Contents
2.1
A number of the business rules apply to 1st Representation. Previously rules have mentioned 1st contravention or 1st
occurrence to bring all these rules into line, ensuring consistency the following rules should be applied to determine if it is
the 1st Representation.
2.2
Where a representation is accepted under the first representation business rules basis it is very important that the Notice of
Acceptance has very clear and specific reasons why the representation has been accepted. This is because the customer
may be required to undertake some work themselves such as registering with TfL as a Blue badge holder to prevent further
PCNs or to correct some other way in which they may interact with TfL
Definition – the following scenarios apply
Group
Same ground and same circumstances apply to all PCNs – refer to
Multiple Representation received against all PCNs
specific rule, reference all relevant PCNs
Single Representation against 1 PCN received, additional PCNs
Same ground and same circumstances apply to all PCNs – refer to
issued but not referenced in representation
specific rule, reference all relevant PCNs
Multiple Representation received, additional PCNs issued but not
Same ground and same circumstances apply to all PCNs – refer to
referenced
specific rule, reference all relevant PCNs
The acceptance of these representations is dependent on the representation being made within the statutory time limit (unless either valid
reason for lateness given or PCN issued due to Service Provider error). Any PCN outside the statutory time period will not be included.
Therefore
1st Representation does not apply to those PCNs issued outside of the statutory representation period and will be excluded.
1st Representation rule does not apply where grounds and circumstances differ (these are considered separately in accordance to the
evidence supplied).
1st Representation will include all PCNs in the group with same ground and circumstances.
Further PCNs issued before person could reasonably have received the Notice of Acceptance that have a representation made against them
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on the same ground and same circumstances apply should be accepted.
The period that will be taken as ‘reasonable’ is 5 working days
with the first working day being the day the relevant NOA was issued (see 2.3 and 2.4)
2.3
This rule will apply for any further representations made against PCNs for contraventions occurring within
5 working days of the first representation accept decision. The first working day being the day of the first decision e.g. decision done
Tuesday 14 June 2005, this rule will apply to representations made against PCNs for contraventions between 14/6/05 to
20/6/05. This period allows for post/delivery of the mail before the customer is likely to be aware of the information in the
Notice of Acceptance.
2.4
Any second or subsequent representations on this ground which are received after the date specified in 6.1 (or 6.5.3 when
relevant) where the same/similar error has been made are to be rejected. If there is any doubt as to whether it is a
similar
case it should be referred to PMA with full details for advice).
3.
Representations made on behalf of registered keepers, (Third Party)
Contents
3.1 The registered keeper of the vehicle should be the person making a representation;
3.2 TfL can use discretion to consider and accept that a representation from a 3rd party has been made on a registered keeper’s
behalf.
3.3 Note: Where TfL accept that, or receive authorisation that the 3rd party can make the representation on behalf of the registered
keeper and write to the 3rd party with our eventual decision, the registered keeper will remain liable until any representation is
accepted and the PCN cancelled or liability transferred. See example below:
“Hire Company receive a PCN as they are the registered keeper of the vehicle, they provide authorisation for us to deal with
the hirer of the vehicle who says he paid the charge. Whilst we write to the hirer and reject any representation he has made
on behalf of the hire company, the hire company would still remain liable until an acceptable hire agreement has been
provided to transfer liability to the hirer”.
3.4 Any Representations which are not considered and are deemed as being from a 3rd party should not have any Appeal forms
sent, as there is no right of appeal
3.5 Once a representation has been refused as third party, if the subsequent receipt of an authorisation for a third party to act is
received within the 28 day time limit the original representation must be considered in full and the appropriate responses sent
as detailed in the following tables, see also
Late Representations.
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Nominee
Response
Detail
Response comes on Company letter headed paper which reflects the keepers name or with other supporting
documents, e.g. letters, invoices and bill of sales etc,
regardless of any signature,
Or is from an employee / member of that organisation who is authorised to respond, which may include (but not
exclusively):
• Company
secretary
• Legal representative of company
• Fleet manager / Administrator
Keeper is
• Head of Administration / Diplomat / Employee of a Diplomatic Mission
Company or
• Senior employee such as Director, Chief Executive, Head of Department, Finance manager
organisation.
Or there is a clear statement saying they are authorised on behalf of “Company name” to make the
Deal with
representation,
representation
Or In the case of a hire company there is a hire agreement which reflects the registered keeper name (or is on
the accepted PMA hire company list) regardless of who has signed the representation form or letter enclosed
with it.
Decision
Deal With Representation
The response must go to the registered keeper. Mark the letter for the attention of the person who made the
representation on their behalf by amending address line 1 to include the name of the individual. [The registered
keeper is still the liable person where the representation is rejected]
Detail
Response comes from immediate family member on behalf of the family member i.e.
Husband / Wife / Civil Partner/ Father / Mother / Son / Daughter.
• Representation states they are making representation on behalf of family member
On behalf of
• Clear statement saying “I am making the representation on behalf of my…” (see above)
keeper –
• This will include cases where the registered keeper is a child and parent is acting for them.
Family
member
Decision
Deal With Representation
Deal with
The response must go to the registered keeper and an exact copy of the response must be sent to the relevant
representation
authorised person with the ‘authorised 3rd party Notice of Rejection/Acceptance covering letters
(the Copy
must not have the appeals form attached) [The registered keeper is still the liable person where the
representation is rejected]
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Detail
Response comes from
• Carer
• Social
worker
• Psychiatric Nurse or GP
On behalf of
• Citizen
Advice
Bureau
Keeper –
• Member of Parliament (MP) or Local Councillor
authorised
• Clear statement saying they are making representation on behalf of keeper, in their position of …
representative Decision Deal With Representation
The response must go to the registered keeper and an exact copy of the response must be sent to the relevant
authorised person with the ‘authorised 3rd party Notice of Rejection/Acceptance covering letters
(the Copy
must not have the appeals form attached) [The registered keeper is still the liable person where the
representation is rejected]
Details
Response comes from a third party stating keeper is deceased. The relevant Business rule should be applied.
Keeper
deceased
Decision
Deal with Representations and Respond in accordance to business rule to party making representation DO
NOT write to registered keeper.
Detail
Response comes from legal representative instructed by registered keeper such as Lawyer, Solicitor,
Advocate or Barrister or any nominated legal representative.
•
Statement saying they have been instructed on behalf of
•
Statement saying they have been appointed by…
On behalf of
•
Statement saying they act for
the keeper –
Person granted power of attorney
legal
Appropriate document is supplied showing power of attorney.
representative Decision
Deal with representation and ensure that the
•
Response (actual NOR/NOA) must be sent to the legal representative and copied to registered
keeper. [The registered keeper is still the liable person where the representation is rejected]
3.6 Representations that are also from a third party and ‘Late’ (see se
ction 4 Late Representations), the letters issued to the
registered keeper and person making the representation regarding the refusal to consider the representation must be amended
using the appropriate Late Representation paragraph provided to also reflect that the representation is late. This enables the
customer, where relevant to address and correct both aspects of the representation.
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3.7 However, where the Representation is made on behalf of the registered keeper and is not acceptable in the instances outlined
above
but is made under Ground 2, 3, 4 or 5, only (NOT grounds 1 to 6) and the VRM entry error or Evidence etc. provided
is sufficient to merit “Accept”, as outlined in this current version of the CDR the following process should be undertaken:
•
Process the representation as valid
•
Accept the representation
•
Update Northgate notes referencing the receipt number/evidence relevant and that the rep has been accepted following
evidence from an unauthorised third party.
•
Issue a letter of acceptance detailing the reasons for the acceptance e.g. payment error to the registered keeper/recipient of the
PCN to confirm that the PCN has been cancelled following evidence submitted from a third party.
•
Issue an ad-hoc letter to the third party, acknowledging receipt of their correspondence, explaining that despite the absence of
an authority from the registered keeper/recipient of the PCN, we have cancelled the PCN and that the matter is now closed and
the registered keeper/recipient of the PCN has been notified accordingly.
4.
Late Representations
Contents
4.1 When dealing with representations the criteria outlined in the ‘Allowable Criteria’ table below should be applied for deciding if a
representation that is received outside the statutory period (28 days) should be deemed as late and disregarded or the lateness
accepted and the representation considered as if in time. This criterion will apply at any stage of the enforcement process up to
and including Order for Recovery/Debt Registration Accepted.
4.2 All cases should be considered on their own individual merits.
4.3 Cases where representation is made at warrant stage must be referred to
either the Enforcement or Reps and Appeals PMA
for Advise as follows:
If states they are complaining about attitude, actions of, and fees of bailiff or similar escalate to ENFORCEMENT PMAS using
appropriate workflow queue
If states made a Rep and no response, already paid PCN, made Stat Dec, Appealed or similar escalate to REPS AND
APPEALS PMA using appropriate workflow queue
4.4 The CSP staff member investigating the representation should check to determine when the representation has been
received and if it is received outside the allowable period for representations. In the following circumstances the late
representation is to be considered as a normal in time representation.
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Allowable Criteria
Reason Code
Proof Required
Reason Code
A letter from the hospital confirming the period of sickness or a hospital discharge letter which
Long term sickness
gives the full period in hospital. The details of the letter must be relevant to the contravention [i.e.
LREP03
illness/hospital stay should occur at the same time as PCN served]
Proof Required
Reason Code
Holiday / working
Travel ticket, hotel booking confirmation and /or a receipt from the accommodation. The holiday
Away (including
details must be relevant to the contravention.
LREP02
serving in Armed
Accept statement from individual if they state delay in responding has been due to service in
Forces
Armed Forces abroad
Proof Required
Reason Code
Temporary
A letter from the police or the court confirming the period of imprisonment or notice of discharge
Imprisonment
from custodial sentence. Details of the imprisonment must be relevant to the contravention.
LREP02
Proof Required
Reason Code
Either
Postal Strike
• Confirmation from Royal mail of industrial action
LREP01
• Instruction
from
TfL
4.5
If considered as a representation the PCN should be reverted to the appropriate status [i.e. so that Charge Certificates are not
served and/or further enforcement action is not taken as a result of the Penalty Charge underlying such a PCN becoming
“outstanding”].
4.6
In addition to the above reasons for lateness, where the representation reasons identified in the decision criteria at part 6
are annotated with the hyperlink
“Late representation ground waived” as detailed in the example below, the representation is
also to be treated as “in Time” and not refused as late and the representation worked in accordance to the specific rule. This
will apply to any PCN up to and including Order for Recovery
. REGARDLESS OF PROOF OF LATENESS
EXAMPLE
Ground
Summary
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Reason
Details
Decision Code
States they never owned or were not the keeper on the date of contravention. System shows that
ACCEPT
Never
DVLA keeper details have been superceded and one of the following circumstances apply.
– Reissue RACC10
Owned
• No start or end date was entered from previous details (Either hire or sale)
to
• Details entered were incorrect
previous
Late representation ground waived
keeper
4.7
Any correspondence that does not meet these criteria should ordinarily not be considered and the customer should be advised
that they are out of time by issuing the ‘late representation rejection’ letter and should pay the PCN. DO NOT SEND ANY
PATAS APPEALS FORM, there is no right of Appeal where the representation is not considered and disregarded on the
grounds of lateness. In cases of doubt escalate to PMA for Advise
4.8
If the representation is also not from the Registered Keeper the third party notification process must also be followed with the
relevant amendment of the letter issued. See (Third Party Representation para 3.6)
4.9
If the correspondence is a
2nd or
further representation after an initial rejected representation
and the decision is to refuse the
2nd or further representation as being ‘late’ i.e. late representation, then the late refusal response should be amended as
appropriate to state the following:
‘The PCN issued to you outlined the time limits for making a representation. A previous representation was considered
and rejected on [
insert date of NOR], the Notice of Rejection contained both the reasons for rejecting the representation
and the relevant options available to you and the applicable time limits’.
4.10 If there has also been no
new/additional evidence provided in the 2nd rep, or further representation to be refused as late, the
late refusal response should state:
‘TfL sees no reasons, on the evidence provided, to exercise discretion to either reconsider or change our initial decision’.
4.11 If a late representation is made and a CSP error is identified, Lateness should be ignored and the representation considered in
accordance to the decision criteria.
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5.
Mitigation and Discretion
Contents
5.1 Mitigation and Discretion are those facts or a combination of factors that do not or wholly do not satisfy one of the 6 criterion for
making a Representation or Appeal. They therefore do not on their own merit mean that the representation (or Appeal) will be
successful. However TfL can consider the application of its own discretion over the enforcement of these PCNs when
considering these wider factors to determine if the PCN should be cancelled. Examples of mitigation are as follows:
• Emergency visit to hospital
• Paid for one vehicle but took second vehicle into the zone
• Forgot to pay the charge due to working late
• Driving a hire vehicle and did not know the VRM.
5.2
In considering the application of discretion TfL are recognising that certain mitigating factors reflect extenuating circumstances
that have given rise to the issue of the PCN and by accepting these factors TfL are
using the discretion available to it as the
authority that issued the PCN in choosing not to pursue the enforcement of the PCN.
5.3
Not all factors of mitigation will lead to the cancellation of the PCN through the application of discretion, therefore in more cases
than not, this will lead to the representation being rejected. These business rules now identify the rules that are mitigating
circumstances and the response must advise of the consideration of the mitigating circumstances and whether TfL is willing to
apply its discretion. This must be addressed in the NOR or the NOA,
this is very important.
5.4
The requirement to fully address factors of mitigation is part of the legal process for considering representations. It is not
acceptable to repeat in the NOR the grounds the customer has stated e.g.
Customer states in the representation ‘I did not pay the charge as I had to take my dog to the vet’. To state in the NOR
‘in your representation you state that you did not pay the charge as you took your dog to the vet’ is not acceptable.
5.5
It is correct to identify this as mitigation
but it must be dealt with by showing that consideration has been given to the issues
raised, but as in this instance it amounts
to mitigation only it would be insufficient to cancel the PCN.
5.6
Mitigation must be identified by the CSR and the relevant standard paragraph must be used, this is available on the intranet
system.
Comment [T1]: Paragraphs
Comment [g2]:
5.7 The following business rules have been divided to reflect those rules that reflect one of the six grounds and possible mitigation
Comment [g3R2]:
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and those that are wholly mitigation. There is a need to use the relevant standard paragraph available through the intranet
system. Those rules that are recognised as mitigation are identified by the hyperlink
Mitigation. This hyperlink will refer back to
these rules. In addition there is a separate section on Mitigation only and you can see these rules by clicking
HERE.
5.8 The standard paragraph is to be inserted into the NOR, NOA or item of correspondence where this is shown and the reasons
why discretion is not applied should be stated using the
Mitigation Aide at Appendix A
5.9 Whilst the Death
of the registered keeper would also reflect as Mitigation, the mitigation paragraphs and process should not be
used in such an instance of the keeper being deceased see relevant rules.
5.10 In addition the decision Criteria for representations identifies those issues which are solely
Mitigating Factors only.
6. Decision
Criteria
Contents
Ground
Summary:
Never was the registered keeper in relation to the vehicle is question
Reason
Detail
Decision
Code
Never
States they never owned vehicle, but no details or evidence provided
Owned
REJECT
RREJ10
Reason
Detail
Decision
Code
Never
States they never owned and never kept the vehicle and provides one of the following:
Owned
Confirmation letter from DVLA or affidavit.
ACCEPT RACC10
Late representation ground waived
Reason
Detail
Decision
Code
States they never owned or were not the keeper on the date of contravention. System shows that
ACCEPT RACC10
Never
DVLA keeper details have been superceded and one of the following circumstances applies.
– Reissue
Owned
• No start or end date was entered from previous details (Either hire or sale)
to
Details entered were incorrect
previous
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keeper
Late representation ground waived
Reason
Detail
Decision
Code
States vehicle was not at location – Image check confirms VRM is indeed different or
Mis-Match
make/model/colour mismatch
ACCEPT
RACC31
Late representation ground waived
Reason
Detail
Decision
Code
States vehicle was never at the location (cloned / ringer), but provides no evidence – image
confirms same VRM, make, model & colour
Additional Information: Ask for evidence to confirm. Evidence can be one of the following
• Proof of vehicle at a different location acceptable evidence includes Tracker report, statements
from colleagues, neighbours asserting vehicle at different location
• Photos of vehicle that show a difference in the vehicles (i.e. number plate maker/ garage name)
Ringer/Clone
REJECT RREJ12
• Proof of involvement of another enforcement agency (i.e. previous dealings with Police or local
authority that have confirmed vehicle is cloned ringed).
• Proof that a crime has been previously reported (including Police station and crime reference
number) (i.e. person has had previous dealing with Police regarding the cloned vehicle such as
a speeding fine, which has resulted in the Police recording the vehicle as cloned / ringed)
• Affidavit affirming vehicle was not in the CC Zone.
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Reason
Detail
Decision
Code
States vehicle was never at the location (cloned / ringed) and provides one of the following
• Proof of vehicle at a different location acceptable evidence includes Tracker report, statements
from colleagues, neighbours asserting vehicle at different location
• Photos of vehicle that show a difference in the vehicles (i.e. number plate maker/ garage name)
Ringer/Clone • Proof of involvement of another enforcement agency (i.e. previous dealings with Police or local
ACCEPT
RACC30
authority that have confirmed vehicle is cloned ringed).
• Proof that a crime has been previously reported (including Police station and crime reference
number) (i.e. person has had previous dealing with Police regarding the cloned vehicle such as
a speeding fine, which has resulted in the Police recording the vehicle as cloned / ringed
Affidavit affirming vehicle was not in the CC Zone.
Late representation ground waived
Ground
Summary
Had ceased to be the person liable before the date on which the vehicle was used or kept on a road in a
charging area
Reason
Details
Decision Code
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States sold vehicle before contravention date; provides name and address of new keeper but no
other proof included.
Name and address should be complete and capable of being validated. Postcode check should
always be carried out. Use PAF search as follows
1. Check Post Code
Sold
2. Check Post Code & House Number
ACCEPT RACC11
3. Check House Number, Road & Town
4. Check Minor Spelling alterations
– Reissue
5. Check Partial address (What is known)
to New
6. Check Partial Post Code (i.e. SW18)
Keeper
If no details returned review (if available) previous PCN to determine if mail may have been
returned.
If details are clearly false/fictional, e.g. Mickey Mouse, Disney Land) or are not a deliverable
address i.e. the “Dog and Duck Car Park” reject.
If address is in a valid format (i.e. house number/name. Street name, town) but fails PostCode
check, PCN can still be reissued.
Late representation ground waived
Reason
Detail
Decision
Code
States they had sold vehicle before the contravention date, but no details provided of whom the
vehicle was sold to or when.
Sold
REJECT
RREJ11
Additional Information:
Ask for details to confirm the date the vehicle was sold, name and address of new keeper and date
DVLA were notified of the change of keeper.
Reason
Details
Decision Code
States sold vehicle before contravention date and provides either
Sold
• a valid receipt / invoice for sale of vehicle
ACCEPT RACC11
• completed DVLA registration document
– Reissue
Confirmation letter from DVLA of sale.
to New
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Keeper
Late representation ground waived
Ground
Summary: Became the person liable after the date of the contravention
Reason
Details
Decision Code
States bought vehicle after contravention date and provides name and address of previous keeper;
no other proofs supplied.
Name and address should be complete and capable of being validated. Postcode check should
always be carried out. Use PAF search as follows
1. Check Post Code
2. Check PostCode & House. Number
3. Check House. Number, Road & Town
Bought
4. Check Minor Spelling alterations
ACCEPT RACC12
5. Check Partial address (What is known)
6. Check Partial Post Code (i.e. SW18)
Reissue
the PCN
If no details returned review (if available) previous PCN to determine if mail may have been
to the
returned.
previous
keeper
If details are clearly false/fictional, e.g. Mickey Mouse, Disney Land) or are not a deliverable
address i.e. the “dog and Duck Car Park” reject.
If address is in a valid format (i.e. house number/name, Street name, Town) but fails Post Code
check, PCN can still be reissued
Late representation ground waived
Reason
Details
Decision Code
States bought vehicle after contravention date, but no details provided of whom the vehicle was
bought from.
Bought
Additional Information:
REJECT
RREJ11
In Notice of Rejection ask for details date when the vehicle was purchased, name and address of
seller.
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Reason
Details
Decision Code
States vehicle bought after contravention date and provides a valid receipt for vehicle purchased
Bought
(this should show that vehicle was bought after the contravention date) or a completed DVLA
ACCEPT
RACC12
registration document or confirmation letter from DVLA of becoming registered keeper after date of
the contravention.
Late representation ground waived
6.1.
Payment
Rules Contents
6.1.1 These revised Payment Business Rules came into effect from 4 July 2005.
From this date all ‘ground 2’ paid the charge
representations will use these rules. The extent of any considerations required relate only to the relevant vehicle and for the
period that the person was the registered keeper or the hirer of it.
6.1.2 The following amended payment representation rules should be applied to;
• all “in time” representations
•
all
Late Representations (regardless of reason for lateness up to and including Order for Recovery), as reflected by the
notatio
n of Late representation ground waived.
• All new appeals (not those that have already been contested). If the grounds are met the appeal is to be non-contested, with
an explanation given as to why we are non-contesting (see section 9.3 and 9.1).
6.2
The relevant receipt which is considered under these criteria that may give rise to an accepted representation must be
one that is either purchased in advance, on the day of the contravention, is a specific 1 day ‘Previous Charging Day’
receipt for £10 purchased as part of Pay Next Day (PND) for the contravention date
or is a
full charge purchased
AND
within the PND via the relevant payment channels for PND purchases, currently via
Web and
Call Centre/IVR,.
6.3 The PND period for a contravention expires at the end of the following charging day. PND applies for contraventions from 16
June 2006, examples are, (and not limited to) as follows:
Wednesday contravention, normal PND period expires midnight Thursday(*)
Friday contravention, normal PND period expires midnight of the following Monday(*)
*exceptions may be where the Monday is a bank Holiday, Christmas/Boxing day or may fall on a designated free day.
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6.4 The CSP must ensure that the relevant PND period is correctly identified and considered correctly and PND paragraphs used
in any enforcement correspondence issued.
Click
HERE to go to the Paying the Charge processing rules at Section 9.
Contents
Ground
Summary: That the charge payable for the use or keeping of the vehicle on a road on the occasion in
question was paid at the time and manner required by the charging scheme.
Details
States Paid and provides Credit Card and or bank statement showing deduction, and /or credit debit card number. Request
Finance to perform appropriate search as per “Perform Enforcement Searches Procedure”.
Paid
On receipt of the information from Finance Apply the appropriate Rule e.g. VRM entry error, date entry error etc. taking
account of the PND requirements at point 6.2 to 6.4. as defined in the table below.
If the search cannot be completed i.e. due to missing evidence i.e. credit card number/cheque number then ensure that these
details are requested in any rejection notice.
Reason
Details
Decision
Code
States paid, but no proofs provided (e.g. bank/credit card statement without full card number) –
CSP cannot trace any pertinent payment
REJECT
RREJ05
Paid
Mitigation
Additional Evidence: Ask Customer to provide proof of Charge payment for the vehicle captured
and on the date of contravention.
Reason
Details
Decision
Code
Paid
States simply forgot to pay and/ or was not aware of Pay Next Day
REJECT
RREJ70
Mitigation
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Reason
Details
Decision
Code
Provides a Receipt number / Copy of Receipt / Original receipt for charge – details checked by CSP
and payment confirmed for correct VRM and date.
ACCEPT RACC07
Paid
Late representation ground waived
Reason
Details
Decision
Code
Says paid:
Either the customer’s evidence or search on system shows that they paid for wrong VRM because
they either paid for a different vehicle or there was an error made in recording the vehicle
Paid
registration number they paid for regardless of payment channel and receipt purchased meets
Accept
Acceptance
relevant
PND requirements of 6.2.
reason as
per payment
This rule includes all types of VRM entry errors
regardless of character length or transposition.
channel
(Mistakes such as entering your car make or model are now to be accepted i.e. paid for Jaguar
instead of their actual VRM)
THIS IS THE FIRST REPRESENTATION
Late representation ground waived
Reason
Details
Decision
Code
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Paid
Says paid:
Either the customer’s evidence or search on system shows that paid for wrong VRM because paid
for a different vehicle or there was an error made in recording the vehicle registration number they
paid for regardless of payment channel and receipt purchased meets relevant
PND requirements of
REJECT
RREJ01
6.2.
This rule includes all types of VRM entry error
THIS IS NOT THE FIRST REPRESENTATION
Mitigation
Reason
Details
Decision
Code
States as a registered resident and normally buys a
two week discounted charge but has
purchased a normal daily charge for
£8 for the correct VRM only
Paid
ACCEPT RACC07
THIS IS THE FIRST REPRESENTATION
Additional Info,
Accept reps for 2 week period commencing on date of purchase of charge, advise customer to
ensure correct purchase of the charge
Late representation ground waived
Reason
Details
Decision
Code
States as a registered resident and normally buys a
two week discounted charge but has
purchased a normal daily charge for
£8 for the correct VRM only and
Paid
REJECT
RREJ01
THIS IS NOT THE FIRST REPRESENTATION
Or for an Incorrect VRM
Mitigation
Reason
Details
Decision
Code
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Paid
Says paid but paid for wrong VRM because paid for a different vehicle, or Registered Customer –
vehicle paid for is either Primary or Secondary vehicle.
ACCEPT RACC04
THIS IS THE FIRST REPRESENTATION
Late representation ground waived
Reason
Details
Decision
Code
Paid
Says paid but paid for wrong VRM because paid for a different vehicle, or Registered Customer –
vehicle paid for is either Primary or Secondary vehicle.
REJECT
RREJ01
THIS IS NOT THE FIRST REPRESENTATION
Mitigation
Reason
Details
Decision
Code
Paid
Provides a Receipt number / Copy of Receipt / Original receipt for charge – Details checked and
shows payment for different day of travel
where relevant receipt must have been purchased
prior to or on the day of contravention.
Payment made via Call centre, IVR, web, metric, post, Paypoint or Ad hoc Fleet
ACCEPT RACC04
THIS IS THE FIRST REPRESENTATION
Late representation ground waived
Additional Information:
In NOA include
Pay Next Day information paragraph
Reason
Details
Decision
Code
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Provides a Receipt number / Copy of Receipt / Original receipt for charge – Details checked and
Paid
shows payment for different day of travel
where relevant has been purchased prior to or on the
day of contravention.
Payment made via Call centre, IVR, web, metric, post, Paypoint or Ad Hoc Fleet
REJECT
RREJ02
THIS IS NOT THE FIRST REPRESENTATION
Mitigation
Additional Information:
In NOR Include relevant payment method paragraph
for contravention date and
Pay Next Day
information paragraph
Reason
Details
Decision
Code
States thought could Pay Next Day and provides a receipt number / Copy of Receipt / Original
Comment [d4]: The table needs
Paid next
receipt for charge purchased through a
Non PND channel showing paid for VRM (including VRM
expanding in order to view the entire
contains of the box
day
error)
and charge purchased
after contravention date. (See 6.2).
Comment [d5]: The table needs
Mitigation
expanding in order to view the entire
Additional Info:
REJECT
RREJ01
contains of the box
IN NOR include relevant payment method paragraph
for contravention date and
Pay Next Day
information paragraph
Reason
Details
Decision
Code
Paid
Provides a Receipt number / Copy of Receipt / Original receipt for charge – Details checked and
shows payment for different day of travel where relevant receipt has been purchased after the day
of contravention
but within PND period see 6.2.
AND
Payment made via Call centre, IVR, Web,
THIS IS THE FIRST REPRESENTATION
ACCEPT RACC04
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Late representation ground waived
Additional Information:
In NOA Include
Pay Next Day information paragraph
Reason
Details
Decision
Code
Provides a Receipt number / Copy of Receipt / Original receipt for charge – Details checked and
Paid
shows payment for different day of travel where relevant receipt has been purchased after the day
of contravention
but within PND period see 6.2.
AND
Payment made via Call centre, IVR, Web,
REJECT
RREJ02
THIS IS NOT THE FIRST REPRESENTATION
Mitigation
Additional Information:
In NOR Include relevant payment method paragraph
for contravention date and
Pay Next Day
information paragraph
Reason
Details
Decision
Code
States paid charge – investigation shows that CSP had not processed charge (i.e. backlog or lost
Paid
by customer services) and customer was not informed.
ACCEPT RACC01
Late representation ground waived
Contents
Reason
Details
Decision
Code
States paid – on investigation, Not a Registered Resident, discounted charge paid instead of full
Paid
charge.
REJECT
RREJ04
Mitigation
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Reason
Details
Decision
Code
Provides a Receipt number / Copy of Receipt / Original receipt for full charge – VRM was entered
Call Centre
Paid
incorrectly by CSP, this does not apply to resident or BB see their specific rules.
RACC02
ACCEPT Postal
Late representation ground waived
RACC03
Reason
Details
Decision
Code
States paid charge – investigation shows fault with payment channel (i.e. lost web payment, metric,
Paid
or Pay point transaction).
Paypoint:
RACC37
It is vital that all relevant information is checked including system faults, Pay point failures, and
ACCEPT
individual metric machine failures. This includes manual payments.
Metric:
RACC38
Late representation ground waived
Web:
RACC63
Reason
Details
Decision
Code
Web
States web site unavailable – investigation shows no web problems.
REJECT
RREJ35
Mitigation
Details
Web
States web site unavailable – investigation shows significant web outage.
ACCEPT RACC63
Late representation ground waived
Reason
Details
Decision
Code
Call Centre
States were unable to get through to call centre – investigation shows no problems with call centre
REJECT
RREJ34
Mitigation
Reason
Details
Decision
Code
Call Centre
States unable to get through to call centre – investigations shows call centre unavailable (i.e. fire
alarm system failures)
ACCEPT RACC43
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Late representation ground waived
Reason
Details
Decision
Code
IVR
States unable to get through to pay charge by IVR was kicked out of IVR system – Investigation
shows that there were NO problems with the IVR system.
REJECT
RREJ34
Mitigation
Reason
Details
Decision
Code
IVR
States unable to get through to pay charge by IVR was kicked out of IVR system – Investigation
ACCEPT RACC43
shows that there were significant problems with the IVR system.
Late representation ground waived
Reason
Details
Decision
Code
Claims Paypoint machine was not working – investigation confirms no known faults either with
Paypoint
network or individual outlet problem reported.
REJECT
RREJ36
Mitigation
Reason
Details
Decision
Code
Claims Paypoint machine was not working – investigation confirms either Paypoint network error or
Paypoint
individual outlet problem reported
ACCEPT RACC37
Late representation ground waived
Reason
Details
Decision
Code
Metric
Claims metric machine was not working – investigation shows metric machine not faulty
REJECT
RREJ37
Mitigation
Reason
Details
Decision
Code
Metric
Claims metric machine was not working – investigation shows metric machine faulty
ACCEPT RACC38
Late representation ground waived
Reason
Details
Decision
Code
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Text
States text payment method not working – investigation shows no problems.
REJECT
RREJ38
Mitigation
Reason
Details
Decision
Code
Text
States text payment method not working – investigation shows significant problems with system.
ACCEPT RACC39
Late representation ground waived
Reason
Details
Decision
Code
Text
States tried to pay by SMS, payment failed and received SMS error message. Claims SMS error
message confusing. Message was issued
prior to RELEASE 11.
ACCEPT RACC39
Late representation ground waived
Reason
Details
Decision
Code
Text
States tried to pay by SMS, payment failed and received SMS error message. Claims SMS error
message confusing. Message was issued
after RELEASE 11.
REJECT
RREJ38
Mitigation
Reason
Details
Decision
Code
Fleet
States vehicle should have been on fleet list – investigation shows no system problems or data
entry problems by CSP
REJECT
RREJ31
Mitigation
Reason
Details
Decision
Code
States vehicle should have been on fleet list – investigation shows either system problems or error
Fleet
made by CSP.
ACCEPT RACC41
Late representation ground waived
Reason
Details
Decision
Code
Fleet
States vehicle should have been on fleet list – investigation shows fleet operator error.
REJECT
RREJ31
Mitigation
Reason
Details
Decision
Code
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Payment
States tried to pay but queue too long so could not wait.
queue
Mitigation
REJECT
RREJ05
Reason
Details
Decision
Code
Fast Track
Misunderstood fast track (i.e. believed payment debited automatically)
REJECT
RREJ05
Mitigation
Reason
Details
Decision
Code
Cherished
States paid but vehicle subject to cherished number plate transfer.
Number
Customer provides proof vehicle subject to cherished number plate transfer on the day and has
ACCEPT RACC04
Plate - Paid
paid the charge for the contravention date documents could include a confirmation letter from
DVLA, or an approved V317
THIS IS THE FIRST REPRESENTATION
Late representation ground waived
Reason
Details
Decision
Code
Cherished
States paid but vehicle subject to cherished number plate transfer.
Number
Customer provides no proof vehicle subject to cherished number plate transfer on the day and or
REJECT
REJ01
Plate - Paid
has paid the charge for the contravention date or
THIS IS NOT THE FIRST REPRESENTATION
Mitigation
Contents
Ground
Summary : That no Penalty charge is payable under the charging scheme
Reason
Details
Decision Code
States vehicle is exempt from charge due to tax class, but does not provide any proof – image
does not confirm exemption, this may include a motor tricycle/Tricycle/’Ape’ Van.
Exempt
Additional Information:
REJECT
RREJ23
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In Notice of Rejection ask for details of proof of tax class e.g. copy of V5 if relevant
and/or include
Paragraph relating to Motor tricycles/’Ape’ Vans.
Mitigation
Reason
Details
Decision Code
States vehicle is exempt from charge due to tax class and provides proof (DVLA taxation
Exempt
certificate, V5)
ACCEPT
RACC27
Late representation ground waived
Reason
Details
Decision Code
States vehicle is exempt from charge due to tax class, but does not provide any proof – Image
Exempt
shows exempt vehicle e.g. bus or motor bike (
but not motor tricycle/Tricycle/Ape Van)
ACCEPT
RACC27
Late representation ground waived
Reason
Details
Decision Code
States is entitled to 100% discount from scheme (
excluding blue badge) and has registered –
Discount
investigation shows no application received.
REJECT
RREJ22
Mitigation
Reason
Details
Decision Code
States is entitled to 100% discount from scheme (
excluding blue badge) and has registered –
Discount
investigations shows application received but not processed within period allowed for registration
ACCEPT
RACC25
(10 days)
Late representation ground waived
Reason
Details
Decision Code
Discount
States entitled to 100% discount from scheme (
excluding blue badge) and has registered –
registration not received in time.
REJECT
RREJ22
Mitigation
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Reason
Details
Decision Code
States is entitled to 100% discount from scheme (excluding blue badge) and has registered –
Discount
investigation shows error made by CSP in registration (e.g. wrong VRM recorded, not activated, or
ACCEPT
RACC25
customer misinformed).
Late representation ground waived
Contents
Reason
Details
Decision Code
Discount
States is entitled to 100% discount from scheme (excluding blue badge) and has registered but
sold vehicle and did not nominate new qualified vehicle or has use of hire or courtesy car and did
ACCEPT
RACC26
not nominate this vehicle.
THIS IS THE FIRST REPRESENTATION
Reason
Details
Decision Code
States is entitled to 100% discount from scheme (excluding blue badge) and has registered but
Discount
sold vehicle and did not nominate new qualified vehicle or has use of hire or courtesy car and did
REJECT
RREJ22
not nominate this vehicle.
THIS IS NOT THE FIRST REPRESENTATION
Mitigation
Reason
Details
Decision Code
Alternate
Fuel
States is alternative fuel vehicle, but not registered with scheme.
REJECT
RREJ22
Mitigation
Reason
Details
Decision Code
Police
States police vehicle, but no proof provided – Image does not support claim
REJECT
RREJ23
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Additional information: In Notice of Rejection ask for further details, including a supporting letter
signed by senior police officer (superintendent or above)
or if a Metropolitan Police vehicle
appropriate form an authorised signatory
Mitigation
Reason
Details
Decision Code
States police vehicle/used on police Business (including British Transport Police) and proof
Police
provided in the form of a letter signed by senior police officer (superintendent or above or Manager
ACCEPT
RACC29
of Transport)
or Metropolitan Police form (from the authorised Approved list of names provided).
Late representation ground waived
Reason
Details
Decision Code
Emergency
States emergency services vehicle, but no proof provided – Image does not support claim
Services
REJECT
RREJ23
Additional information: In Notice of Rejection ask for further details, including a letter on suitably
headed paper signed by senior officer (i.e. Station Manager / Head of service or from an authorised
signatory on the London Fire and emergency Planning Authority LEFPA)
Mitigation
Reason
Details
Decision Code
Emergency
States emergency services vehicle and provides evidence supported with a letter from the relevant
Services
emergency service confirming that the vehicle was used for the purpose described at the time and
ACCEPT
RACC29
date of the contravention (from the Station Manager / Head of Service or from the authorised
signatory of the London Fire and Emergency Planning Authority (LEFPA) proforma)
Late representation ground waived
Reason
Details
Decision Code
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Selected
States they are exempted or discounted from scheme due to working for a “Selected Partner” such
Partner
as Local Authority. Vehicle VRM was entered incorrectly (2 or fewer digit error or transposed)
ACCEPT RACC25/R
regardless of who nominated VRM.
ACC26
THIS IS THE FIRST REPRESENTATION
Late representation ground waived
Reason
Details
Decision Code
States they are exempted or discounted from scheme due to working for a “Selected Partner” such
Selected
as Local Authority. Vehicle was not added to the account.
REJECT
RREJ31
Partner
THIS IS NOT THE FIRST REPRESENTATION
Mitigation
Reason
Details
Decision Code
States vehicle is private hire vehicle (Mini Cab) and proof of PCO registration is provided
PCO
ACCEPT
RACC28
Late representation ground waived
Reason
Details
Decision Code
States vehicles registered; evidence shows that Upload of VRMs from PCO failed.
PCO
ACCEPT
RACC28
Late representation ground waived
Reason
Details
Decision Code
States vehicle/hackney carriage was registered with PCO; evidence included to show that PCO
failed to update details correctly including the VRM being entered incorrectly (regardless of number
PCO
of digit errors) or VRM not being entered within time.
ACCEPT
RACC28
Confirmation from PCO must be included with representation that the vehicle should have been
registered at the time of contravention.
Late representation ground waived
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Reason
Details
Decision Code
States vehicle is taxi / hackney carriage, but
no proof of PCO registration is provided to support the
PCO
representation
REJECT
RREJ24
Mitigation
Additional Information: In Notice of Rejection ask for details of PCO registration
Reason
Details
Decision Code
States vehicle is taxi / hackney carriage and proof of PCO registration provided covering the
PCO
contravention date
ACCEPT
RACC28
Late representation ground waived
Reason
Details
Decision Code
States vehicle is a private hire vehicle (Mini Cab), but
no proof of PCO registration is provided to
PCO
support the representation.
REJECT
RREJ24
Mitigation
Additional Information: In Notice of Rejection ask for details of PCO registration
Reason
Details
Decision Code
PCO
States operator either failed to register or incorrectly registered the vehicle.
REJECT
RREJ24
Mitigation
Reason
Details
Decision Code
States as driver they are exempt (produces letter/driver permit, which confirms that they as a driver
PCO
have been PCO registered); however vehicle has not been registered by Operator.
REJECT
RREJ24
Reason
Details
Decision Code
PCO
States they were attending a vehicle inspection at PCO (vehicle failed inspection).
REJECT
RREJ24
Reason
Details
Decision Code
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States they were attending a vehicle inspection at PCO (vehicle passed inspection), confirmation
PCO
included.
ACCEPT
RACC28
Late representation ground waived
Reason
Details
Decision Code
Hackney
carriage/
States they are driving a taxi, vehicle is registered with another authority not PCO.
REJECT
RREJ24
Taxi
Mitigation
Reason
Details
Decision Code
Charity
Charity / Voluntary organisation states should be exempt because of their status.
REJECT
RREJ26
Mitigation
Reason
Details
Decision Code
Military
States UK military vehicle; image confirms or letter from Officer (Lieutenant, or flying officer or
Vehicle
above) or Ministry of Defence enclosed confirming vehicle being used appropriately.
ACCEPT
RACC29
Reason
Details
Decision Code
Foreign
Military
States vehicle is exempt due to being a foreign military vehicle.
REJECT
RREJ23
Mitigation
Reason
Details
Decision Code
States is Blue Badge holder proof provided (copy of badge) thought they were automatically
Blue Badge
exempt.
ACCEPT
RACC21
THIS IS THE FIRST REPRESENTATION
Reason
Details
Decision Code
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States is Blue Badge holder and thought they were automatically exempt, but no proof provided.
Blue Badge
THIS IS THE FIRST REPRESENTATION
REJECT
RREJ21
Additional Information: Evidence required: in Notice of Rejection ask for a copy of blue badge
Mitigation
Reason
Details
Decision Code
States is Blue Badge holder and thought they were automatically exempt.
Blue Badge
THIS IS NOT FIRST REPRESENTATION
REJECT
RREJ20
Mitigation
Reason
Details
Decision Code
States is Blue Badge holder and registered with scheme – investigation shows error made by CSP
Blue Badge
in registration (e.g. wrong VRM recorded, not activated, or customer misinformed).
ACCEPT
RACC22
Additional requirements: Ensure erroneous data is corrected immediately
Late representation ground waived
Reason
Details
Decision Code
States is Blue Badge holder. Registered with scheme and first contravention – investigation shows
Blue Badge
registration not received in time.
ACCEPT
RACC22
THIS IS THE FIRST REPRESENTATION
Reason
Details
Decision Code
States is Blue Badge holder. Registered with scheme – investigation shows registration not
Blue Badge
received in time.
REJECT
RREJ20
THIS IS NOT THE FIRST REPRESENTATION
Mitigation
Reason
Details
Decision Code
States is Blue Badge holder. Registered with scheme – investigation shows customer did not
Blue Badge
register or nominate the vehicle
ACCEPT
RACC21
THIS IS THE FIRST REPRESENTATION
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Reason
Details
Decision Code
States is Blue Badge holder. Registered with scheme – investigation shows customer did not
Blue Badge
register vehicle.
REJECT
RREJ20
THIS IS NOT THE FIRST REPRESENTATION
Mitigation
Reason
Details
Decision Code
Blue Badge
States was driving a blue badge holder (REGISTERED KEEPER IS NOT BB HOLDER)
As per appropriate rule
– Apply appropriate blue badge rule i.e. vehicle registered incorrectly, first representation etc.
Reason
Details
Decision
Code
Blue Badge
States knows a blue badge holder e.g. BB Holder is relative or friend and they were therefore
exempt but BB holder not in vehicle.
REJECT
RREJ20
Reasons include running an errand, thought as they knew BB holder they were exempt, owner of
vehicle.
Mitigation
Details
Reason
Decision
Code
Resident
States is resident of zone. Not registered with scheme
Mitigation
REJECT
RREJ25
Reason
Details
Decision Code
Resident
States is a resident of the zone, registered and forgot to pay.
Mitigation
REJECT
RREJ25
Reason
Details
Decision Code
Resident
States is resident of zone and is attempting to register but not registered in time.
Mitigation
REJECT
RREJ25
Reason
Details
Decision Code
States is resident of zone and is attempting to register but process not complete – investigations
Resident
shows application received but not processed within period allowed for registration (10 days)
ACCEPT
RACC43
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Late representation ground waived
Reason
Details
Decision Code
States is resident of zone and registered – investigation shows error made by CSP in registration
Resident
(e.g. wrong VRM recorded, not activated, or customer misinformed)
ACCEPT
RACC25
Additional requirements: Ensure erroneous data is corrected immediately
Late representation ground waived
Reason
Details
Decision Code
Registered as resident, sold vehicle and did not nominate new vehicle; has use of hire or courtesy
Resident
car and did not nominate this vehicle. Discount Charge has still been paid.
ACCEPT
RACC04
THIS IS THE FIRST REPRESENTATION
Reason
Details
Decision Code
Registered as resident, sold vehicle and did not nominate new vehicle; has use of hire or courtesy
Resident
car and did not nominate this vehicle. Discount Charge has still been paid.
REJECT
RREJ01
THIS IS NOT THE FIRST REPRESENTATION
Mitigation
Reason Code
Details
Decision
Resident
States sent in application to change registered vehicle, PCN is for the old vehicle for which charge
was paid, Application processed on the day of the PCN to remove old vehicle.
Accept
RACC04
Investigation shows VRM changed on day of contravention
Diplomatic
Representations received from a Diplomatic Mission, regarding a diplomatic vehicles
Reason
Details
Decision Code
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Representation received from a diplomatic mission regarding a diplomatic vehicle and
ONLY
states:
• As a Diplomat under the Vienna Convention on Diplomatic Relations or Vienna Convention
on Consular Relations (any Article), and/or
REJECT
RREJ69
Diplomatic
• They consider the Congestion Charge as a tax which under the Vienna Convention on
vehicle
Diplomatic Relations or Vienna Convention on Consular Relations (any Article),
SEE
means that they are exempt from paying the Congestion Charge or do not have to the
NOTES
Congestion Charge
Additional info: The representation must be refused using the specific
Diplomatic NOR Template inserting the
relevant Diplomatic Mission paragraph.
Long version for: US/German/Swiss Missions or more forceful reps from other missions
Short version normally for other missions
Late representation ground waived
Reason
Details
Decision Code
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Representation received from a diplomatic mission regarding a diplomatic vehicle AND also makes
reference to other points/grounds in the representation (as an example, paid the charge, resident
renewal, sold vehicle and not limited to this list) in addition to being:
• A Diplomat under the Vienna Convention on Diplomatic Relations or Vienna Convention on
Consular Relations (any Article), and/or
• They consider the Congestion Charge as a tax which under the Vienna Convention on
Diplomatic
Diplomatic Relations or Vienna Convention on Consular Relations (any Article),
ACCEPT
Use the
vehicle
means that they are exempt from paying the Congestion Charge or do not have to pay the
or
relevant
Congestion Charge
REJECT
ACCEPT
reason code
THE REPRESENTATION MUST BE CONSIDERED ON THESE ADDITIONAL POINTS IN
Based on which has
ACCORDANCE TO THIS CDR. THE DECISION TO
ACCEPT OR REJECT WILL BE BASED ON
the
led to
THESE POINTS, NOT THE DIPLOMATIC STATUS OF KEEPER OR THE VEHICLE.
criteria in accept
this CDR
decision
Additional Info:
SEE
REP REJECTED
NOTES
The representation must be refused using the specific
Diplomatic NOR Template inserting the
relevant Diplomatic Mission paragraph and addressing
all other points
Long version for: US/German/Swiss Missions or more forceful reps from other missions
Short version normally for other missions
REP ACCEPTED
The NOA must be amended and use the specific
Diplomatic NOA paragraph.
‘Your representation has been accepted by TfL not because of your Diplomatic status or that of the
vehicle but on the wider points that you have raised in your representation.
Late representation ground waived
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Reason
Details
Decision Code
Representation received from a diplomatic mission regarding a diplomatic vehicle
AND the
representation is made solely on
any other grounds such as paid the charge, resident renewal,
sold vehicle or other grounds in the CDR (and not limited to this list) and
NOT the diplomatic status
of the vehicle or keeper
THE REPRESENTATION MUST BE CONSIDERED ON THESE ADDITIONAL POINTS IN
ACCORDANCE TO THIS CDR. THE DECISION TO
ACCEPT OR REJECT WILL BE BASED ON
THESE POINTS, NOT THE DIPLOMATIC STATUS OF KEEPER OR THE VEHICLE.
Additional info:
REP REJECTED
ACCEPT
Use the
Diplomatic
The representation must be refused using the specific
Diplomatic NOR Template inserting the
or
relevant
vehicle
relevant Diplomatic Mission paragraph and addressing
all other points
REJECT
ACCEPT or
Long version for: US/German/Swiss Missions or more forceful reps from other missions
REJECT
Short version normally for other missions
Based on reason code
the
in the CDR
REP ACCEPTED
criteria in which has
this CDR
led to
The NOA must be amended and use the specific
Diplomatic NOA paragraph.
decision
SEE
‘Your representation has been accepted by TfL not because of your Diplomatic status or that of the
NOTES
vehicle but on the wider points that you have raised in your representation.’
Late representation ground waived
Contents
Summary
That the vehicle had been used or kept or permitted to be used or kept on a road by a
Ground
person who was in control of the vehicle without the consent of the registered keeper
Reason
Details
Decision Code
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States vehicle was stolen / taken without consent, but does not provide any proof
Stolen
REJECT
RREJ40
Additional Information: Further details required: crime reference number and police station to
which crime was reported
Reason
Details
Decision Code
States vehicle was stolen / taken without consent and provides proof (crime reference number and
Stolen
police station to which it was reported) – CSP validates details with police station
ACCEPT
RACC51
Reason
Details
Decision Code
States vehicle was taken but user did not have consent (i.e. relative friend borrowed car)
Taken
Mitigation
REJECT
RREJ40
Ground
Summary: That the Penalty Charge exceeds the amount applicable in the circumstances of
the case
Reason
Details
Decision Code
Incorrect
States amount on PCN is incorrect, not the amount prescribed in regulations – confirm details on
charge
PCN are correct
REJECT
RREJ61
Reason
Details
Decision Code
Says paid discounted sum – confirm if payment at discounted rate received and date payment
Part Paid
received
if received in time Write off balance (do not record as accept on system)
N/A
RACC71
Reason
Details
Decision Code
Says paid the discounted sum – investigate to confirm if payment equal to discounted sum
Part Paid
received and date payment received – if received out of time
REJECT
RREJ61
Reason
Details
Decision Code
Part Paid
States other sum paid (e.g. £8.00)
REJECT RREJ61
Additional Daily Charge payment rules may be found at Paid
Contents
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Factors which are Wholly
Mitigation
Where
Mitigation has been identified in this section the relevant paragraphs must be used in the
Notice of rejection
Reason
Details
Decision Code
States drove into zone due to an emergency (emergency would consist as emergency visit to
hospital within zone i.e. relative rushed to hospital) but no details provided
Additional information: In Notice of Rejection ask for a letter from the hospital confirming it was
REJECT
RREJ26
Emergency
for an emergency visit for further consideration.
Reason
Details
Decision Code
States drove into zone due to Medical Emergency, and provides proof of emergency visit to
Emergency
hospital (this is not a routine scheduled hospital visit)
ACCEPT
RACC36
Late representation ground waived
Reason
Details
Decision Code
Hospital
States was visiting hospital. Was a routine or scheduled appointment
Mitigation
REJECT
RREJ26
Reason
Details
Decision Code
Sick / Ill
States was taken ill (non emergency)
Mitigation
REJECT
RREJ26
Reason
Details
Decision Code
States registered keeper deceased and proof of death provided (death certificate or confirmation
Death
from solicitors handling the estate)
ACCEPT
RACC36
See 3rd party rules, write to person making the representation not the registered keeper.
Late representation ground waived
Reason
Details
Decision Code
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States Registered keeper deceased but provides no proof of death (death certificate or
Death
confirmation from solicitors handling the estate))
REJECT
RREJ26
See 3rd party rules, write to person making the representation not the registered keeper.
Late representation ground waived
Reason
Details
Decision Code
States was going to register a death or travelling to hospital due to death of relative and proof of
Death
death provided (death certificate is dated day of contravention)
ACCEPT
RACC36
Late representation ground waived
Reason
Details
Decision Code
States was going to register a death or travelling to hospital due to death of relative, but proof of
death is not provided (or the death certificate is not dated on the day of the contravention)
REJECT
RREJ26
Death
Additional Information:
Where no death certificate is provided, in Notice of Rejection ask for copy of death certificate.
Late representation ground waived
Reason
Details
Decision Code
States was driving to or attending a funeral
Funeral
Mitigation
REJECT
RREJ26
Reason
Details
Decision Code
States had to enter zone to get fuel.
Petrol
Mitigation
REJECT
RREJ26
Reason
Details
Decision Code
States drove into zone due to a diversion – Investigation as above. No known diversion shown.
Diversion
Mitigation
REJECT
RREJ26
Reason
Details
Decision Code
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States Drove into zone due to a diversion – investigation confirms diversion into the zone.
Investigation or evidence may include any of the following:
• System check of notified diversion
Diversion
• Contact with LTCC/Police who confirm diversion into zone
ACCEPT
RACC33
• IF ANY DOUBT ESCALATE TO PMA
Late representation ground waived
Mitigation
Reason
Details
Decision Code
States vehicle had been subject to enforcement action by a local authority (clamp / removed) and
this was why the vehicle was within the charging zone, but no evidence is produced to substantiate
Local
this claim
REJECT
RREJ28
Authority
Additional Information: Further information/evidence required: copy of clamp removal release
sheet and/or further details
Mitigation
Reason
Details
Decision Code
States vehicle had been subject to enforcement action by a local authority (clamp / removed on or
before the contravention). Evidence is produced to prove that the vehicle was within the charging
Local
zone on the contravention date either as a direct result of this enforcement action, or following the
ACCEPT
RACC34
Authority
recovery of the vehicle within the zone by the keeper following resolution of the enforcement action.
Late representation ground waived
Mitigation
Reason
Details
Decision Code
States was detained by police, but does not provide any evidence
Detained
Additional Information: Evidence required: copy of custody sheet
REJECT
RREJ28
Mitigation
Contents
Reason
Details
Decision Code
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Detained
States was detained by police and provides evidence (custody sheet)
ACCEPT
RACC34
Late representation ground waived
Mitigation
Reason
Details
Decision Code
In Prison
Claims unable to or cannot pay as they are in prison.
REJECT
RREJ28
Mitigation
Reason
Details
Decision Code
States vehicle broke down, resulting in entry exit of the zone during operational hours
Breakdown
even if evidence is received from the Recovery firm to confirm
REJECT
RREJ28
Mitigation
Reason
Details
Decision Code
Not in Zone
States not at location/in the zone, Image check confirms not a VRM Mismatch.
REJECT
RREJ26
Additional Information: If provides a satellite navigation or GPS data tracking report as part of
representation ensure that relevant paragraph is included in the Notice of Rejection.
Mitigation
Reason
Details
Decision Code
Ignorance
States was unaware of congestion charging Scheme or Zone or
PND.
REJECT
RREJ26
Mitigation
Reason
Details
Decision Code
Got Lost
States got lost so drove into zone.
Mitigation
REJECT
RREJ26
Reason
Details
Decision Code
Roads
Claims that was sent into zone due to road layout.
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Mitigation
REJECT RREJ30
Reason
Details
Decision Code
Dead End
Claims road is dead end so should not be in zone
Mitigation
REJECT
RREJ30
Reason
Details
Decision Code
Swerved
States swerved or forced into zone
Mitigation
REJECT
RREJ26
Reason
Details
Decision Code
Delivery
States was making a delivery or entered zone to load / unload
Mitigation
REJECT
RREJ26
Reason
Details
Decision Code
States received incorrect advice from either call centre or retail, including PND, but no evidence
Advice
provided and cannot be proven
REJECT
RREJ03
Mitigation
Reason
Details
Decision Code
States received incorrect advice from either call centre or retail, including PND and is proven
Advice
(either evidence is provided or known incident)
ACCEPT
RACC40
Late representation ground waived
Mitigation
Reason
Details
Decision Code
States received incorrect advice from Policeman/Traffic warden/Tour guide/Taxi driver or other
Advice
Mitigation
REJECT
RREJ03
Contents
Reason
Details
Decision Code
Leaving
Zone
States they were leaving zone and not entering
REJECT
RREJ28
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Mitigation
Reason
Details
Decision Code
VIP
Claims they are famous / important and shouldn’t have to pay.
REJECT
RREJ26
Mitigation
Reason
Details
Decision Code
States another person driving.
Wasn’t driver Advise In NOR that whilst someone else may have driven the car the registered keeper is liable
REJECT
RREJ32
Mitigation
Reason
Details
Decision Code
Claims not to be in zone during charging hours. Their own clock s showed the time before or after
Timing
charging hours or they heard time from 3rd party.
REJECT
RREJ29
Mitigation
Reason
Details
Decision Code
Signs
States did not
see signs or signs did not tell then how to pay e.g. tourist, not from London
Mitigation
REJECT
RREJ30
PMA Escalation cases
Contents
The following scenarios require immediate escalation to PMA for investigation
Reason
Details
Decision Code
Signs
States zone entry signs
missing
Escalate
RREJ30 OR
to PMA
RACC42
Late representation ground waived
Reason
Details
Decision Code
Cameras
States problem with camera – investigate evidential integrity log and then pass results to PMA
Escalate
RREJ 27OR
Late representation ground waived
to PMA
RACC32
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Reason
Details
Decision Code
Escalate
RREJ33
Legal
Makes challenge on legal ground e.g. Human Rights, Error in scheme order, wording on PCN.
to PMA
Late representation ground waived
Hire
Contents
The rules to follow when the representation is made on the basis of the Vehicle was on Hire at the time of the contravention are
outlined fully in the separate guidance notes entitled HIRE AGREEMENT GUIDANCE NOTES
7.
Discount Renewal Process
7.1
The following business rules should be applied in the circumstances when the representation occurs as a result of the renewals
process applying th
e First Representation rule where relevant.
7.2
The consideration of the First representation will be specific to the representation occurring due to the renewal, regardless of a
previous decisions i.e. a previous blue badge 1st contravention prior to being registered, then apply these rules.
7.3
Any Notice of Acceptance or Notice of Rejection must advise the customer of when the relevant renewal request was sent and
when it had to be completed by. If the renewal has not been completed then customer should be advised to complete and
submit the renewal application as soon as possible, that the full daily charge should be paid and that future PCN’s would stand.
7.4
Where these cases are identified, staff should make full use of Northgate Notes to explain reason for accepting or rejecting and
refer to location of evidence (if applicable).
7.5
All data corrections identified must be processed immediately to prevent re-occurrence of the same issue.
Reason
Details
Decision Code
100%
discount
States Forgot to renew
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holder
ACCEPT
RACC21
(including
Additional information:
Blue badge
THIS IS
FIRST REPRESENTATION
holders)
Advise Customer to make renewal application and that full daily charge must be paid until renewal
application has been completed
Reason
Details
Decision Code
100%
discount
States Forgot to renew
REJECT
RREJ05
Holder
(including
Additional information:
Blue Badge
THIS IS NOT THE FIRST REPRESENTATION, in NOR: refer to earlier decision and advise
holders)
contained regarding need to renew etc
Mitigation
Reason
Details
Decision Code
100%
Renewal received but not processed, processed incorrectly, i.e. not applied / wrong VRM entered
discount
(this regardless of entry error)
ACCEPT
holder
all
RACC01
(including
relevant
Blue Badge)
Data correction must be completed. Customer must be advised of action
PCN’s
Reason
Details
Decision Code
States Forgot to renew
and did not pay daily charge
REJECT
RREJ05
Resident
all
Advise in NOR they need to both renew and pay daily charge at full rate until renewed, and only
relevant
pay at discounted rate when renewal has been approved.
PCN’s
Mitigation
Contents
Reason
Details
Decision Code
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States Forgot to
renew and has continued to purchase a discounted charge after the expiry of the
ACCEPT
RACC02
Resident
residents account
all
relevant
Advise in NOA of the need to renew the residents discount and pay daily charge at full rate until
PCN’s
renewed to stop PCN being issued, and only pay at discounted rate when renewal has been
approved. Advise that renewal must be made
a.s.a.p. arrange for application form to be sent
This is the FIRST REPRESENTATION
Reason
Details
Decision Code
Still has not renewed, still pays discounted charge
Resident
THIS IS NOT THE FIRST REPRESENTATION
REJECT
RREJ04
Reject. In NOR refer the customer to the previous decision
Mitigation
Details
Decision
Reason
Code
States Tried to renew or had renewed and application for renewal was rejected and the customer
Resident
was advised accordingly.
REJECT
RREJ21 OR
22 OR 25
as
THIS RULE APPLIES WHETHER THEY HAVE CONTINUED TO PAY DISCOUNT CHARGE OR
appropriate
NOT.
Mitigation
Reason
Details
Decision Code
Renewal received but not processed, processed incorrectly, i.e. not applied / wrong VRM entered
Resident
(this regardless of entry error)
ACCEPT
RACC01
all
Data correction must be completed. Customer must be advised of action
relevant
PCN’s
Reason
Details
Decision Code
Claims to have not received renewal letter
ACCEPT
RACC26
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All renewals
Additional information: Confirm correct address used for renewal letter, Re-send renewal letter.
all
This is the FIRST REPRESENTATION
relevant
Advise full daily charge must be paid until renewed.
PCN’s
Reason
Details
Decision Code
Claims to have not received renewal letter
All renewals
REJECT
RREJ22
Investigation shows PCN issued after previous representation response was sent.
THIS IS NOT THE FIRST REPRESENTATION
Reject but provide details on how to renew.
Mitigation
Reason
Details
Decision Code
Claims to have received conflicting misleading advice (i.e. the incorrect renewal letter that was
All renewals
sent)
ACCEPT
RACC40
Explain process and how to correctly renew. Arrange for Customer Service/apps admin to contact
them to rectify position.
8.
Paying the Charge Representation, Appeal and telephone enquiry Processing rules
Contents
8.1 Rejected representations where applicable must make reference to previously accepted representations.
8.2 Representation concerning charge payment which fall outside of the Payment rules grounds or those referenced in the CDR
should be escalated to a PMA for guidance.
8.3 NOTE: The relevant daily charge that is being considered as part of the representation must have an
actual purchase date
that meets PND requirements see 6.2 for the actual day of the contravention. This will therefore mean that any charges
purchased after the contravention date that are not
PND charges through a
PND channel are not accepted and any
representation on this basis must be refused.
9. Revised Enforcement Correspondence.
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9.1 All of the Paying the Charge representations which are accepted by using the first representation rules should use the relevant
Notice of Acceptance taking account of which takes account of
9.1.1 The Payment channel e.g. Paypoint/Web/Metric/Call centre etc, and
9.1.2 The specific error made e.g. wrong VRM or date following wording in the Notice of Acceptance. No apology should be issued.
9.2 All cases which are rejected due to the above rules and any subsequent appeal must reference the fact that a previous
representation has been accepted and the customer was informed that future representations would not be accepted, see 9.4
onwards.
9.3 All of those cases which are non contested at appeal/Stat dec stage should use the appropriate cancellation notice that advises
the customer we will not cancel PCNs in further such cases, (see 9.10).
9.4 As stated, a number of the business rules apply to ‘1st Representation’. Previously rules have mentioned 1st contravention or 1st
occurrence to bring all these rules into line, ensuring consistency the above rules should be applied to determine if it is the 1st
Payment Representation.
9.5 Where a representation is accepted under the first payment business rules basis it is very important that the Notice of
Acceptance has very clear and specific reasons why the representation has been accepted. This is because the customer may
be required to undertake some work themselves, such as registering with TfL as a Blue badge holder to prevent further PCNs,
ensuring PND charges are correctly purchased or to correct information in some other or how they may interact with TfL. These
payment rules follow on from this principle and it is
very important they are followed.
9.6
The first representation (either formal or by telephone) therefore on ground 2 on or after
4 July 2005 where payment of the
charge has been demonstrated/where payment can be confirmed will be accepted and the relevant Notice of Acceptance
(based on payment method and error, date or VRM) will be issued to the customer that will outline the reasons for the error and
acceptance.
9.6.1 The first representation rule will apply to any further representations for contravention’s occurring within
5 working days
of this decision. The first working day being the date of the NOA issued for the initial first representation decision e.g.
decision done Tuesday 14 June 2005, this rule will apply to representations received for contravention’s for the period
14/6/05 to 20/6/05. This period allows for post/delivery of the mail before the customer is likely to be aware of the
information in the Notice of Acceptance.
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9.7 For any further or subsequent PCNs which were issued after the date specified in 9.6 (or calculated under 9.6.1 when relevant)
where the representations are made on this ground where the error made is the same/similar error are to be rejected. If there is
any doubt as to whether it is a
similar case it should be referred to PMA with full details for advice).
9.8 The relevant Notice of Rejection paragraph must be included and must reference the
date(s) shown on all previous Notice of
Acceptances for representations accepted on the basis of ‘paid the charge’ ground 2 (even those prior to 4 July 2005).
9.9 Appeals and Stat Decs (where appropriate) will be processed in line with these business rules.
9.10
Any appeals/stat decs where it is shown that these business rules apply e.g. New evidence after a representation reject
decision should be non contested and have the appropriate ‘paid the charge’ cancellation letter sent which clearly reminds the
customer of the correct requirements when purchasing the charge.
9.11
Any appeals/stat decs where the case is to be challenged will use the wording from the intranet for the case summaries
to show why the Appeal/Stat dec. is being challenged. The evidence required to be provided to support the cases will be as
follows:
9.11.1 Copies of
all the representations and Notice of Acceptances for the PCNs referenced in the Notice of Rejection (see
point 8.1 and 9.7 and 9.8), and if relevant,
9.11.2 Copies of
all representations and Notice of Rejections that may have been previously non contested such as new
evidence etc (even those prior to 4 July 2005) at Appeal/Stat dec. stage on this ground, and if relevant,
9.11.3
All Copies of the appropriate cancellation letter(s) sent which informed the customer of the correct requirements when
purchasing the charge issued when Any appeals/stat decs where Non Contested because these business rules applied
e.g. N/C under first rep rule at appeal or New evidence after a representation reject decision, and if relevant
9.11.4 Details of any PCNs identified and cancelled through the identification of a payment error via a telephone enquiry should
also be referenced and copies of the associated letter sent see 9.12.7 should be included.
9.11.5 Items referenced at 9.11.1 to 9.11.4 will all be included in the ‘
Miscellaneous evidence’ section of the pack at ‘
section
J’
9.11.6 They will be referred to through the case summary paragraphs provided.
9.11.7 Representations previously referred to in a Notice of Rejection that are no longer held on the system due to them being
deleted under Data Protection policies should also be referred to, however it should be explained in the case summary
that:
‘since the representation decision was made this information is no longer retained. ’
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9.12
Telephone Enquiries will be considered on the same basis as formal representations, it is very important that the
customer is spoken to by Enforcement staff to ensure the customer is fully advised of why the PCN was issued due to the
payment error. Comprehensive notes must be recorded on Northgate to assist with any further formal representations or
telephone enquiries and must include the specific details of the call and that the customer was told:
9.12.1 The daily charge receipt reference that they paid for
9.12.2 The VRM recorded upon it
9.12.3 What should have been recorded/entered e.g. 0 (zero) inserted instead of o (Oscar), transposed characters etc.
9.12.4 That they have been reminded to pay for the correct VRM displayed on the vehicle, for the correct day at the correct
rate, and advising of the relevant PND provisions.
9.12.5 TfL will
not cancel further PCNs where the charge has been paid incorrectly.
9.12.6 In addition any data corrections must be confirmed with the customer and referenced and made that day to prevent
further PCNs being issued to that vehicle as a result of the error on that receipt.
9.12.7 The customer must be issued the ‘Telephone enquiry Cancellation letter’ which must be referenced in the Northgate
notes and associated to the relevant PCN in CORE for future reference.
9.13
If there is a further telephone call from the customer about subsequent PCNs they must be reminded of the previous
conversation, details and reasons for cancelling the PCN, this call must also be recorded on Northgate.
9.13.1 If data corrections required from the earlier conversation have
not been completed, cancel the PCN and ensure that
this is marked Capita error (data correction not completed).
9.13.2 If data corrections
have been completed as required previously advise the customer that the correct VRM was
confirmed and led to previous cancellations and the PCN will not be cancelled as a result of the telephone conversation
and advise them they should pay the PCN or make a formal written representation.
9.13.3 If data corrections are not relevant to the PCN in question again remind the customer of the earlier conversation, content
and information given which should reflect the points at 9.12.1 to 9.12.5 (where relevant)
Click HERE to return to Pay the Charge Decision Criteria
10. Data Corrections
10.1 All data corrections of any customer accounts and receipt charges (Weekly, Monthly or Annually) must be arranged as per
current business requirements and must be completed
on the day the representation is considered and resolved. This is to
reduce/limit/remove the possibility of any further PCN’s being issued to the customer due to this problem/error.
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10.2 Failing to complete this aspect may open up the PCN to the consideration of Capita error under KPI/QPI monitoring.
11 QPI monitoring
11.1 QPI6/7 and 8 will be considered on the basis of these requirements to identify when an error appropriate to each category
should apply.
12. Freedom of Information Act (FOI)
Contents
Background
12.1 The Freedom of Information Act (FOI) was introduced from 1 January 2005 and requires TfL to provide information requested
as a result of this Act. The request should normally be made through the FOI co-ordinator for TfL but such requests may be
made in any item of correspondence. It is expected that all questions raised in Enforcement correspondence (including but not
limited to PCN payments, Representations and Appeals) are addressed in responses sent out by the CSP.
12.2 From
1st January 2005, The CSRs must recognise as part of FOI valid questions and should continue to investigate the issues
and source the information required, address them and respond to the questions raised in the appropriate response relevant to
the consideration of a Representation and Appeal through the statutory process. E.g. When was the metric machine I used last
serviced/repaired, or when was the camera synchronised to the Rugby Atomic clock.
12.3
However in addition, where a
specific reference is made to Freedom of Information or the Environmental Information
Regulations, and/or the information requested cannot be obtained or is not relevant to the Representation and Appeals
process, (e.g. how many charges were purchased during 2005, or How many PCNs have been issued for contraventions at
XXXX location), The CSRs must insert the standard paragraph available from The Capita Intranet system into the response to
provide the TfL FOI postal address should the person want to pursue the question further under FOI or the EIRs. This
paragraph must be inserted into the acceptance, rejection or any other enforcement letter including appeal packs by the CSRs.
12.4
It must be reiterated that the Freedom of Information Act (FOI) is
not the same as the Data Protection Act (DPA) and they
should not be confused.
12.4 Subject Access Requests (SAR) through the Data Protection Act should continue to be processed as they are now. These are
requests for a copy of information about or relating to the person themselves such as images associated with their PCNs.
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12.5 It is understood that where such a Subject Access request is made as part of a representation, the person is sent a SAR form
unless they have also enclosed the £10 fee in which case the request is forwarded to the Customer Relations personnel who
process subject access requests.
12.6
Standard paragraphs
For use where the person has referred to Freedom of Information or that the representation is clearly asking for
information which may be provided under the Freedom of Information Act:
We have considered fully your representation, however, in doing so we have identified that your representation contains
a request for information that is more specifically a request that can be pursued under the Freedom of Information Act
and/or the Environmental Information Regulations. Requests for this information should be made directly in writing to the
following address:
FOI
requests
Congestion Charging
Windsor House
42-50 Victoria Street
London
SW1H 0TL
Requests made under the Environmental Information Regulations may also be made by telephone.
Please contact 0845 900 1234.
Or if an enquiry that is not a representation
We have considered fully your enquiry, however, in doing so we have identified that your enquiry contains a request for
information that is more specifically a request that can be pursued under the Freedom of Information Act and/or the
Environmental Information Regulations. Requests for this information should be made directly in writing to the following
address:
FOI
requests
Congestion Charging
Windsor House
42-50 Victoria Street
London
SW1H 0TL
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Requests made under the Environmental Information Regulations may also be made by telephone.
Please contact 0845 900 1234.
Contents
Policy Advise Incorporated
{I} into this Document or now superceeded
{S}:
Policy
{I} or
{S}
Title
Issued
1.
{S}
VRM Payment Errors – guidance to be included in training and supplementary
information to be included on the CAPITA Enforcement Intranet
16/06/04
2.
{S}
Guidance on Late Representations as requested, to be included in training and supplementary
information to be included on the CAPITA Enforcement Intranet as appropriate.
16/06/04
4.
{I}
Criteria for dealing with representations – amendment to SMS Text Payment guidance.
16/06/04
9.
{I}
Rep. from Metropolitan Police, third party registered keeper, no authority from keeper for the
Metropolitan Police to make representations
on
their
behalf
02/08/04
15.
{I}
Clarification of 4. Additional Criteria - Representation made on behalf of registered keeper
(keeper is company or organisation).
22/09/04
18.
{I}
Representation made by a third party (no authority to make representation from the
registered
keeper).
23/09/04
Satellite Navigation and Global Positioning Services (GPS).
22/01/05
60.
{I}
Consolidated
Charge
Payment
Rules-
Fleet
Customers 26/07/05
69.
{I}
Ape Tricycle Vehicles
20/10/05
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Contents
Appendix A Mitigation Aide
1. This Aide provides the CSP a number of sentences that reflect why TfL does not consider it appropriate to use Discretion where
Mitigation has been identified.
2. Sentences should be added to the NOA/NOR/Case summary wherever possible.
3. This is not a definitive list. The sentences should be selected where the circumstance is appropriate. This is based upon the full
investigation the CSR has made into the case, i.e. taking account of previous PCNs, if a registered customer, previously paid a
daily charge for the VRM etc.
4. In any case of doubt it should be referred to PMA.
Ground
Possible Sentence to use depending upon evidence/facts of case
TfL records show that the Driver and Vehicle Licensing Agency (DVLA) have provided your name and address as
the registered keeper of the vehicle
We have checked with the DVLA and they confirm you as the registered keeper of the vehicle
You have provided no proof from the DVLA that you are not the registered keeper of the vehicle at the time of the
contravention
Bought vehicle
TfL have been notified by the previous keeper that they sold the vehicle to you prior to the contravention date
The regulations permit that where the vehicle is not registered with the DVLA TfL can serve a PCN on whom we
believe is responsible for the vehicle at the time of the contravention
TfL have been notified by the current keeper that they bought the vehicle from you after the contravention date
Having contacted the DVLA again they still confirm that their records show you as the registered keeper
TfL does not consider that incorrect or inaccurate information from a third party is sufficient reason to cancel the
PCN
The congestion charging zone has been well publicised through all media channels both nationally and locally
Diverted
There are regulatory road signs at every entry and exit point of the charging Zone
Planned diversions have a well signed diversionary route for you to follow, along which the cameras have been
disabled. Should you choose not to follow this route a daily charge should be purchased.
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The diversion in question did not require you to enter the congestion charging zone
The Diversion was outside the charging zone
The diversion affected traffic already within the charging zone
The operating hours of the congestion charge zone are well known and publicised
You are aware of the zone as we have issued to you PCNs previously.
You are aware of the zone as you are a registered customer with TfL.
TfL consider that you are aware of the zone as charges have been purchased by you/ for your vehicle previously
TfL does not consider this a sufficient reason for you not to purchase the daily charge for using the charging zone.
The congestion charging zone has been well publicised through all media channels both nationally and locally
There are regulatory road signs at every entry and exit point of the charging Zone
Forced/swerved
You are aware of the zone and the requirements to pay the charge as we have issued PCNs to you previously.
You are aware of the zone as you are a registered customer with TfL.
The operating hours of the congestion charge zone are well known and publicised
TfL does not consider this a sufficient reason for you not to purchase the daily charge, as you have made a
conscious decision to enter the zone.
The congestion charging zone has been well publicised through all media channels both nationally and locally
emphasising the need to purchase the charge correctly.
Heavy Traffic
There are regulatory road signs at every entry and exit point of the charging Zone
The operating hours of the congestion charge zone are well known and publicised
You are aware of the zone and the requirements to pay the charge as we have issued PCNs to you previously.
You are aware of the zone as you are a registered customer with TfL.
TfL consider that you are aware of the zone as charges have been purchased by you/ for your vehicle previously
TfL records show that the Driver and Vehicle Licensing Agency (DVLA) have provided your name and address as
the registered keeper of the vehicle
We have checked with the DVLA and they confirm you as the registered keeper of the vehicle
You have provided no proof from the DVLA that you are not the registered keeper of the vehicle at the time of the
contravention
Never Owned
TfL have been notified by the previous keeper that they sold the vehicle to you prior to the contravention date
The regulations permit that where the vehicle is not registered with the DVLA TfL can serve a PCN on whom we
believe is responsible for the vehicle at the time of the contravention
TfL have been notified by the current keeper that they bought the vehicle from you after the contravention date
Having contacted the DVLA again they still confirm that their records show you as the registered keeper
Paid - Call Centre
Our staff have been highly trained to use the phonetic alphabet and to repeat the VRM and date of travel back to
Error
our customers prior to completing the transaction
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We use an on-line vehicle Make and Model check to help validate charges purchased. This enables us to check the
make and model of the vehicle registration you provide; where the make and model you provide does not match
that of the DVLA we seek confirmation from you that you have in fact provided the correct registration mark to us
before proceeding with any charge purchase.
TfL consider that you are aware of the zone and the need to provide accurate information as charges have been
purchased by you/ for your vehicle previously in this way
It is your responsibility as the keeper of the vehicle to ensure that the charge is correctly purchased
We have applied discretion in the past and accepted representations from you in these circumstances and advised
you to check thoroughly when purchasing future charges that you were paying for the correct vehicle.
Details of how to pay the charge through all our payment channels can be obtained via our website (cclondon.com)
or call centre on 0845 9001234
There has been extensive publicity on the need to pay the charge for the correct vehicle registration in order to
comply with the scheme order
TfL have previously notified you of how to purchase the charge correctly when you have more than one vehicle on
your account.
It is your responsibility to maintain your account with us and notify us of any changes to your account such as a
change of vehicle as soon as they occur
TfL have noted that our records show that you have purchased the charge correctly using this payment channel
previously
TfL has a call queuing system which was in operation and your call would have been placed in a queue and dealt
with.
POST PND ONLY: The introduction of Pay Next Day has made paying the charge more easier to avoid a PCN and
out staff have been trained to identify the specific date the charge is for
POST PND ONLY: The facility to Pay Next Day has been supported by a widespread publicity campaign.
We have applied discretion in the past and accepted representations from you in these circumstances and advised
you to check thoroughly when purchasing future charges that you were paying for the correct vehicle.
The Voice Recognition system is an entirely automated process requiring you to clearly provide the information
relevant to the purchase of your vehicle and it relies solely upon the information you provide.
TfL has no record of any faults/unavailability of the service for the day in question
Paid - IVR
TfL has a call queuing system which was in operation and fully functional at the time of the call. Your call would
have been placed in a queue and dealt with.
The Voice Recognition system does enable you to select an option to speak to an operator if you select this option.
TfL have previously notified you of how to purchase the charge correctly when you have more than one vehicle on
your account.
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TfL have noted that our records show that you have purchased the charge correctly using this payment channel
previously
There has been extensive publicity on the need to pay the charge for the correct vehicle registration in order to
comply with the scheme order
We have checked our records and found that charge has not been purchased for your VRM for the contravention
date
It is your responsibility as the keeper of the vehicle to ensure that the charge is correctly purchased
POST PND ONLY: The introduction of Pay Next Day has made paying the charge more easier to avoid a PCN and
our automated systems clearly outlines if the charge to be purchased is for a previous days charge or not
POST PND ONLY: The facility to Pay Next Day has been supported by a widespread publicity campaign.
We have applied discretion in the past and accepted representations from you in these circumstances and advised
you to check thoroughly when purchasing future charges that you were paying for the correct vehicle.
We have checked our records and found that charge has not been purchased for your VRM for the contravention
date
We have also searched our records using known common errors that our customers make and cannot establish
that a charge has been purchased for the VRM
Bank or credit card statements do not show the relevant receipt reference, VRM or date of travel to which the
transaction relates and may be for any other day or vehicle, particularly as the charge can be paid up to 90 days in
advance.
Congestion Charging receipts that are issued have a unique serial number. This is used to identify the VRM, date
of travel and amount the charge was purchased and helps us establish that the charge was either purchased
Paid - Metric
correctly or not.
As we do not have a record of a charge correctly being purchased for your VRM for the contravention date, the
PCN was correctly issued and we can only assume that any charge you purchased was for the wrong vehicle
It is your responsibility as the keeper of the vehicle to ensure that the charge is correctly purchased, to assist in this
manner each machine has easy to follow step by step instructions.
TfL have previously notified you of how to purchase the charge correctly when you have more than one vehicle on
your account.
TfL would advise that you could have purchased the charge up to 90 days in advance.
TfL have noted that our records show that you have purchased the charge correctly using this payment channel
previously
TfL have checked and established there were no errors with this machine on the date of the contravention at the
time of the
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Any machine that is not working displays an error message, therefore you could have sought to purchase the
charge through another payment channel
POST PND ONLY: The introduction of Pay Next Day has made paying the charge more easier to avoid a PCN.
POST PND ONLY: The facility to Pay Next Day has been supported by a widespread publicity campaign.
POST PND ONLY: The livery of all Metric machines has been amended and clearly states that Pay Next Day
charges cannot be purchased at Metric machines and does direct customers to our website and call centre for such
charges.
Congestion Charging receipts all bear a unique serial number. This enables TfL to identify the VRM, date of travel
and amount the charge was purchased and establish if the charge was either purchased correctly or not. PCNs are
not against vehicles were the charge has been correctly purchased and given no copy of or the receipt number has
been provided it is our view the charge on this occasion was not correctly purchased.
We have checked our records and found that charge has not been purchased for your VRM for the contravention
date
We have also searched our records using known common errors that our customers make and cannot establish
that a charge has been purchased for the VRM
Bank or credit card statements do not show the relevant receipt reference, VRM or date of travel to which the
transaction relates and may be for any other day or vehicle, particularly as the charge can be paid up to 90 days in
Paid - no proof
advance.
Congestion Charging receipts that are issued have a unique serial number. This is used to identify the VRM, date
of travel and amount the charge was purchased and helps us establish that the charge was either purchased
correctly or not.
As we do not have a record of a charge correctly being purchased for your VRM for the contravention date, the
PCN was correctly issued and we can only assume that any charge you purchased was for the wrong vehicle
With no acceptable proof of purchase of the relevant daily charge we cannot be satisfied that you have purchased
the charge in the time and the manner required by the Scheme Order
POST PND ONLY: The introduction of Pay Next Day has made paying the charge more easier to avoid a PCN
POST PND ONLY: The facility to Pay Next Day has been supported by a widespread publicity campaign.
TfL consider that you are aware of the zone and the need to provide accurate information as charges have been
purchased by you/ for your vehicle previously in this way
It is your responsibility as the keeper of the vehicle to ensure that the charge is correctly purchased and that your
Paid - Paypoint
receipt is fully checked prior to leaving the retail outlet, any error you identify can be corrected at the point the
receipt is issued at no charge.
We have applied discretion in the past and accepted representations from you in these circumstances and advised
you to check thoroughly when purchasing future charges that you were paying for the correct vehicle.
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Details of how to pay the charge through all our payment channels can be obtained via our website (cclondon.com)
or call centre on 0845 9001234
There has been extensive publicity on the need to pay the charge for the correct vehicle registration in order to
comply with the scheme order
TfL have previously notified you of how to purchase the charge correctly when you have more than one vehicle on
your account.
It is your responsibility to maintain your account with us and notify us of any changes to your account such as a
change of vehicle as soon as they occur
It is your responsibility to ensure that you purchased the charge at the correct rate.
Paypoint outlets use payment slips for you to record the VRM on, the date(s) of travel and the rate of purchase of
the charge which should ensure you purchase the charge correctly.
TfL have noted that our records show that you have purchased the charge correctly using this payment channel
previously
TfL have checked and established there were no errors with the machine or network on the date of the
contravention
Our web site (ccLondon.com) has a search facility to assist in locating the nearest Paypoint outlet.
Paypoint facilities are located nationally and identifiable by the congestion charge logo on the publicity
posters/signs they have
TfL would advise that you could have purchased the charge up to 90 days in advance.
POST PND ONLY: The introduction of Pay Next Day has made paying the charge more easier to avoid a PCN
POST PND ONLY: The facility to Pay Next Day has been supported by a widespread publicity campaign.
TfL have sent you the terms and conditions of use which explain clearly how the SMS payment system operates
and the steps that you must follow.
It is your responsibility to check all messages received from us, we may be advising you of a payment failure and
that you may not have purchased the charge
It is your responsibility to ensure that your Credit/Debit card details, registration mark and mobile phone number are
kept up to date; any changes to any one of these must be notified to TfL immediately.
Paid - SMS
The error message we sent to you clearly advised a payment had not been made for the daily charge and you
could have reasonably ensured the charge was paid through other channels.
TfL does not take any responsibility for any failings regarding any networks. They are not maintained by TfL and as
outlined in the terms and conditions must be taken on an as available basis. You reasonably could have insured
that the charge was purchased through any other payment channel.
The late payment process is clearly outlined in the SMS terms and conditions
How to pay for another vehicle, other than the ones recorded upon your fast track account is detailed fully in the
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terms and conditions
To pay by SMS you must firstly register with TfL and full information is available on our web site (ccLondon.com) or
call centre on 0845 9001234
TfL have noted that our records show that you have purchased the charge correctly using this payment channel
previously
There has been extensive publicity on the need to pay the charge for the correct vehicle registration in order to
comply with the scheme order
We have applied discretion in the past and accepted representations from you in these circumstances and advised
you to check thoroughly when purchasing future charges that you were paying for the correct vehicle.
TfL have checked and established there were no system or network errors that may have affected the receipt or
processing of the message on the date of the contravention
It is your responsibility as the keeper of the vehicle to ensure that the charge is correctly purchased and the VRM is
correctly stated.
POST PND ONLY: The introduction of Pay Next Day has made paying the charge more easier to avoid a PCN,
even in such circumstances
POST PND ONLY: The facility to Pay Next Day is not appropriate to SMS, our publicity clearly states this
POST PND ONLY: The facility to Pay Next Day has been supported by a widespread publicity campaign.
TfLs website has step by step instructions and reminders to prompt you as you purchase the charge in this manner
and provides you with your receipt details upon completion of the transaction
TfL consider that you are aware of the zone and the need to provide accurate information as charges have been
purchased by you/ for your vehicle previously in this way
It is your responsibility as the keeper of the vehicle to ensure that the charge is correctly purchased
We have applied discretion in the past and accepted representations from you in these circumstances and advised
you to check thoroughly when purchasing future charges that you were paying for the correct vehicle.
Details of how to pay the charge through all our payment channels can be obtained via our website (cclondon.com)
Paid - Web
or call centre on 0845 9001234
There has been extensive publicity on the need to pay the charge for the correct vehicle registration in order to
comply with the scheme order
TfL have previously notified you of how to purchase the charge correctly when you have more than one vehicle on
your account.
It is your responsibility to maintain your account with us and notify us of any changes to your account such as a
change of vehicle as soon as they occur
TfL have noted that our records show that you have purchased the charge correctly using this payment channel
previously
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TfL would advise that you could have purchased the charge up to 90 days in advance.
TfL have checked the operation of our website for that day and have established that their were no faults that would
have prevented the charge from being purchased
POST PND ONLY: The introduction of Pay Next Day has made paying the charge more easier to avoid a PCN
POST PND ONLY: With the introduction of Pay Next Day TfL has made a number of changes to our website
regarding paying the charge, to make paying the charge more easier to avoid a PCN by clearly distinguishing
between charges that are relevant to Pay Next Day or not.
POST PND ONLY: The facility to Pay Next Day has been supported by a widespread publicity campaign.
We have applied discretion in the past and accepted representations from you in these circumstances and advised
you to check thoroughly when purchasing future charges that you were paying for the correct vehicle.
It is your responsibility to ensure that you pay the charge for the correct VRM and date of travel.
The congestion charging zone has been well publicised through all media channels both nationally and locally
emphasising the need to purchase the charge correctly.
TfL consider that you are aware of the zone and the need to purchase charges correctly as you have done so in the
past.
You are aware of the zone and the requirements to pay the charge as we have issued PCNs to you previously.
Paid - wrong date
Details of how to pay the charge through all our payment channels can be obtained via our website (cclondon.com)
or call centre on 0845 9001234
There has been extensive publicity on the need to pay the charge for the correct vehicle registration in order to
comply with the scheme order
It is your responsibility as the keeper of the vehicle to ensure that the charge is correctly purchased
As a registered customer with TfL you are aware of the congestion charging zone and TfL feels it reasonable that
you be aware of the need to pay for the charge for the correct VRM and date of travel
POST PND ONLY: The introduction of Pay Next Day has made paying the charge more easier to avoid a PCN
POST PND ONLY: The facility to Pay Next Day has been supported by a widespread publicity campaign.
We have applied discretion in the past and accepted representations from you in these circumstances and advised
you to check thoroughly when purchasing future charges that you were paying for the correct vehicle.
It is your responsibility to ensure that you pay the charge for the correct VRM.
Paid - wrong
The congestion charging zone has been well publicised through all media channels both nationally and locally
vehicle
emphasising the need to purchase the charge correctly.
TfL consider that you are aware of the zone and the need to purchase charges correctly as you have done so in the
past.
You are aware of the zone and the requirements to pay the charge as we have issued PCNs to you previously.
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Details of how to pay the charge through all our payment channels can be obtained via our website (cclondon.com)
or call centre on 0845 9001234
There has been extensive publicity on the need to pay the charge for the correct vehicle registration in order to
comply with the scheme order
TfL have previously notified you of how to purchase the charge correctly when you have more than one vehicle on
your account.
It is your responsibility to maintain your account with us and notify us of any changes to your account such as a
change of vehicle as soon as they occur
TfL would advise that you could have purchased the charge up to 90 days in advance.
It is your responsibility as the keeper of the vehicle to ensure that the charge is correctly purchased
POST PND ONLY: The introduction of Pay Next Day has made paying the charge more easier to avoid a PCN
POST PND ONLY: The facility to Pay Next Day has been supported by a widespread publicity campaign.
We have applied discretion in the past and accepted representations from you in these circumstances and advised
you to check thoroughly when purchasing future charges that you were paying for the correct vehicle.
It is your responsibility to ensure that you pay the charge for the correct VRM and at the correct rate.
The congestion charging zone has been well publicised through all media channels both nationally and locally
emphasising the need to purchase the charge correctly.
TfL consider that you are aware of the zone and the need to purchase charges correctly as you have done so in the
past.
You are aware of the zone as we have previously issued PCNs to you.
Details of how to pay the charge through all our payment channels can be obtained via our website (cclondon.com)
or call centre on 0845 9001234
Paid - discounted
There has been extensive publicity on the need to pay the charge for the correct vehicle registration in order to
rate
comply with the scheme order
TfL have previously notified you of how to purchase the charge correctly when you have more than one vehicle on
your account.
It is your responsibility to maintain your account with us and notify us of any changes to your account such as a
change of vehicle as soon as they occur
It is your responsibility as the keeper of the vehicle to ensure that the charge is correctly purchased
The Residents Application pack issued to you clearly advised you that the full daily charge must be paid until TfL
wrote to you to advise that your application had been processed and accepted. Charges purchased prior to this
acceptance are void.
Only registered residents are entitled to purchase the charge at the discounted rate, any charges purchased by
someone other than a registered resident do not comply with the requirement to purchase the charge in the time
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and the manner required and are void.
As a registered customer with TfL you are aware of the congestion charging zone and TfL feels it reasonable that
you be aware of the need to pay for the charge for the correct VRM and date of travel
You have not provided to TfL acceptable proof the vehicle was or may have been at a different location such as a
Tracker report.
TfL is satisfied that the vehicle is your vehicle when comparing the DVLA details and the images. Photos showing
any identifiable differences in the vehicles (e.g. number plate maker/ garage name etc)
You have provide no photos showing any identifiable differences in the vehicles (e.g. number plate maker/ garage
name etc) which we may consider.
Ringer/Clone
No proof that any other enforcement agency may have accepted the vehicle has been cloned/ringed for us to
consider.
Evidence that a crime has been previously reported to the Police providing the Police station, telephone and crime
reference number so that we may validate the statement and the Police accepted that your vehicle has been
cloned/ringed.
TfL is satisfied having examined all available evidence that it is your vehicle captured by our cameras within the
charging zone
TfL does not consider that given the circumstances of the case that an attempt to pay is sufficient reason to cancel
the PCN and that a charge reasonably could have been purchased.
We have applied discretion and accepted representations from you in these circumstances in the past and advised
you to check thoroughly when purchasing future charges that you were paying for the correct date and vehicle.
It is your responsibility to ensure that you pay the charge for the correct VRM and date of travel.
The congestion charging zone has been well publicised through all media channels both nationally and locally
emphasising the need to purchase the charge correctly.
TfL consider that you are aware of the zone and the need to purchase charges correctly as you have done so in the
Attempted to Pay
past.
You are aware of the zone and the requirements to pay the charge as we have issued PCNs to you previously.
Details of how to pay the charge through all our payment channels can be obtained via our website (cclondon.com)
or call centre on 0845 9001234
There has been extensive publicity on the need to pay the charge for the correct vehicle registration in order to
comply with the scheme order
It is your responsibility as the keeper of the vehicle to ensure that the charge is correctly purchased
As a registered customer with TfL you are aware of the congestion charging zone and TfL feels it reasonable that
you be aware of the need to pay for the charge for the correct VRM and date of travel
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TfL would advise that you could have purchased the charge up to 90 days in advance.
TfL have made paying the charge as easy as possible and have provided a number of options in how the charge is
paid and when.
The congestion charging zone has been well publicised through a wide range of media channels both nationally
and locally
There are regulatory road signs at every entry and exit point of the charging Zone and they provide details of the
operator of the scheme which could have been used to make contact with our web site or call centre
The operating hours of the congestion charge zone are well known and publicised
TfL considers it reasonable that attempts to pay the congestion charge could have taken place at an earlier time.
The deadline for payments is well publicised through a wide range of media channels both nationally and locally
POST PND ONLY: The introduction of Pay Next Day has made paying the charge more easier to avoid a PCN,
even in such circumstances
POST PND ONLY: As Pay Next Day now permits payment after the day of travel and increases the time to pay the
charge to avoid a PCN
POST PND ONLY: The facility to Pay Next Day has been supported by a widespread publicity campaign.
TfL does not consider this a sufficient reason for you not to purchase the daily charge for using the charging zone.
There are regulatory road signs at every entry and exit point of the Charging Zone and they provide details of the
operator of the scheme, in this case transport for London which could have been used to make contact with our
web site or call centre
The operating hours of the congestion charge zone are well known and publicised
The congestion charging zone has been well publicised through a wide range of media channels both nationally
and locally
Did not know how
As a registered customer with TfL you are aware of the congestion charging zone and TfL feels it reasonable that
to pay or Ignorance
you be aware of the need to pay for the charge for the correct VRM and date of travel
It is your responsibility as the keeper of the vehicle to ensure that the charge is correctly purchased
You are aware of the zone and the requirements to pay the charge as we have issued PCNs to you previously.
TfL has previously sent to you literature that outlines how and when the charge should be purchased
You are aware of the zone as we have issued PCNs to you previously, therefore TfL considers it reasonable you
should have taken steps to find out more and or pay the relevant charge.
POST PND ONLY: The introduction of Pay Next Day has made paying the charge more easier to avoid a PCN
POST PND ONLY: The facility to Pay Next Day has been supported by a widespread publicity campaign.
Whilst we sympathise with you over the recent loss, it does not provide an exemption or discount against payment
Funeral
of the daily charge
It is your responsibility to ensure that you pay the charge for the correct VRM and date of travel even in such
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circumstances.
The congestion charging zone has been well publicised through all media channels both nationally and locally
emphasising the need to purchase the charge correctly.
TfL consider that you are aware of the zone and the need to purchase charges correctly as you have done so in the
past.
You are aware of the zone and the requirements to pay the charge as we have issued PCNs to you previously.
Details of how to pay the charge through all our payment channels can be obtained via our website (cclondon.com)
or call centre on 0845 9001234
There has been extensive publicity on the need to pay the charge for the correct vehicle registration in order to
comply with the scheme order
It is your responsibility as the keeper of the vehicle to ensure that the charge is correctly purchased even in
circumstances such as this which could have removed any undue stress.
As a registered customer with TfL you are aware of the congestion charging zone and TfL feels it reasonable that
you be aware of the need to pay for the charge for the correct VRM and date of travel
TfL would advise that you can purchase the charge up to 90 days in advance, and in doing so could have removed
any undue stress.
TfL have made paying the charge as easy as possible and have provided a number of options in how the charge is
paid and when.
The congestion charging zone has been well publicised through a wide range of media channels both nationally
and locally
There are regulatory road signs at every entry and exit point of the charging Zone and they provide details of the
operator of the scheme which could have been used to make contact with our web site or call centre
The operating hours of the congestion charge zone are well known and publicised
POST PND ONLY: The introduction of Pay Next Day has made paying the charge more easier to avoid a PCN,
even in such circumstances
POST PND ONLY: The facility to Pay Next Day has been supported by a widespread publicity campaign.
There are regulatory road signs at every entry and exit point of the Charging Zone and they provide details of the
operator of the scheme which could have been used to make contact with our web site or call centre
The operating hours of the congestion charge zone are well known and publicised
Resident
The congestion charging zone has been well publicised through a wide range of media channels both nationally
and locally
As a registered customer with TfL you are aware of the congestion charging zone and TfL feels it reasonable that
you be aware of the need to pay for the charge for the correct VRM and date of travel
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It is your responsibility as the keeper of the vehicle to ensure that the charge is correctly purchased at the correct
rate
You are aware of the zone and the requirements to pay the charge as we have issued PCNs to you previously.
TfL has previously sent to you literature that outlines how to register with TfL and how and when the charge should
be purchased until any discount registration application is complete.
As we have issued PCNs to you previously and would be aware of the charging zone, TfL considers it reasonable
you should have taken steps to find out more and or pay the relevant charge.
We have applied discretion in the past and accepted representations from you in these circumstances and advised
you to check thoroughly when purchasing future charges that you were paying for the correct vehicle.
It is your responsibility to ensure that you pay the charge for the correct VRM and at the correct rate.
The congestion charging zone has been well publicised through all media channels both nationally and locally
emphasising the need to purchase the charge correctly.
TfL consider that you are aware of the zone and the need to purchase charges correctly as you have done so in the
past.
As a registered customer with TfL you are aware of the congestion charging zone and TfL feels it reasonable that
you are aware of the need to pay for the daily charge correctly or that you could have contacted our call centre or
visited our web site for more information.
Details of how to pay the charge through all our payment channels can be obtained via our website (cclondon.com)
or call centre on 0845 9001234
There has been extensive publicity on the need to pay the charge for the correct vehicle registration in order to
comply with the scheme order
TfL have previously notified you of how to purchase the charge correctly when you have more than one vehicle on
your account.
It is your responsibility to maintain your account with us and notify us of any changes to your account such as a
change of vehicle as soon as they occur
It is your responsibility as the keeper of the vehicle to ensure that the charge is correctly purchased
The Residents Application pack issued to you clearly advised you that the full daily charge must be paid until TfL
wrote to you to advise that your application had been processed and accepted. Charges purchased prior to this
acceptance are void.
Only registered residents are entitled to purchase the charge at the discounted rate, any charges purchased by
someone other than a registered resident do not comply with the requirement to purchase the charge in the time
and the manner required and are void.
As a registered customer with TfL you are aware of the congestion charging zone and TfL feels it reasonable that
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you be aware of the need to pay for the charge for the correct VRM and date of travel
Residents of the zone do not get automatic entitlement to the residents discount, this is because residents are
required to register and provide suitable proofs of residency to TfL first, before purchasing the charge at the
discounted rate, until done so any charges at the reduced rate are void.
The congestion charging zone and discount eligibility has been well publicised through a wide range of media
channels
As you have changed a vehicle on your account in the past TfL considers it reasonable that you are aware of the
correct process to follow.
As you have on a previous occasion re-applied to renew your residents discount TfL considers it reasonable that
you are aware of the correct process to follow, the documentation to provide, fees involved and the need to
purchased the full daily charge until your renewal application has been approved.
POST PND ONLY: The introduction of Pay Next Day has made paying the charge more easier to avoid a PCN,
even in such circumstances
POST PND ONLY: The facility to Pay Next Day has been supported by a widespread publicity campaign which
made clear the Pay Next Day provisions for residents.
You have not provided to TfL acceptable proof the vehicle was or may have been at a different location such as a
Tracker report.
TfL is satisfied that the vehicle is your vehicle when comparing the DVLA details and the images. Photos showing
any identifiable differences in the vehicles (e.g. number plate maker/ garage name etc)
You have provide no photos showing any identifiable differences in the vehicles (e.g. number plate maker/ garage
name etc) which we may consider.
Not In Zone
No proof that any other enforcement agency may have accepted the vehicle has been cloned/ringed for us to
consider.
TfL is satisfied having examined all available evidence that it is your vehicle captured by our cameras within the
charging zone
There are regulatory road signs at every entry and exit point of the charging zone which would clearly indicate to
you that you are about to enter or exit the zone.
There are regulatory road signs at every entry and exit point of the charging Zone, making it clear the zone has
been used and which you could have reacted to and purchased the charge.
Planned diversions have a well signed diversion routes for you to follow, along which the cameras have been
Road Layout
disabled. Should you choose not to follow this route a daily charge should be purchased.
The boundary, location and operating hours of the congestion charge zone are well known and publicised both
nationally and locally
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You are aware of the zone as we have issued PCNs to you previously.
You are aware of the zone as you are a registered customer with TfL.
TfL consider that you are aware of the zone as charges have been purchased by you/ for your vehicle previously
TfL does not consider this a sufficient reason for you not to purchase the daily charge for using the charging zone.
The congestion charging zone has been well publicised through all media channels both nationally and locally
emphasising the need to purchase the charge correctly.
TfL does not consider that incorrect or inaccurate information from a third party is sufficient reason to cancel the
PCN
POST PND ONLY: The introduction of Pay Next Day has made paying the charge more easier to avoid a PCN,
even in such circumstances or of you were in any doubt
POST PND ONLY: The facility to Pay Next Day has been supported by a widespread publicity campaign which
made clear the Pay Next Day provisions.
There are regulatory road signs at every entry and exit point of the charging Zone, making it clear the zone has
been used and which you could have reacted to and purchased the charge.
Planned diversions have a well signed diversion routes for you to follow, along which the cameras have been
disabled. Should you choose not to follow this route a daily charge should be purchased.
The boundary, location and operating hours of the congestion charge zone are well known and publicised both
nationally and locally
TfL does not consider this a sufficient reason for you not to purchase the daily charge for using the charging zone.
You are aware of the zone as we have issued PCNs to you previously.
You are aware of the zone as you are a registered customer with TfL.
Got Lost
TfL consider that you are aware of the zone as charges have been purchased by you/ for your vehicle previously
TfL does not consider this a sufficient reason for you not to purchase the daily charge for entering the charging
zone.
TfL does not consider that incorrect or inaccurate information from a third party is sufficient reason to cancel the
PCN
POST PND ONLY: The introduction of Pay Next Day has made paying the charge more easier to avoid a PCN,
even in such circumstances or of you were in any doubt
POST PND ONLY: The facility to Pay Next Day has been supported by a widespread publicity campaign which
made clear the Pay Next Day provisions.
There is no exemption or discount for such vehicles in the Scheme Order which has been subject to consultation
Charity
The publicity for the charging zone is clear about who needs to pay and when and the vehicles that are exempt or
discounted from the charge.
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There are regulatory road signs at every entry and exit point of the charging Zone, making it clear the zone has
been used and which you could have reacted to and purchased the charge.
TfL does not consider this a sufficient reason for you not to purchase the daily charge for using the charging zone.
There are regulatory road signs at every entry and exit point of the Charging Zone and they provide details of the
operator of the scheme, in this case Transport for London which could have been used to make contact with our
web site or call centre
The boundaries, locations and operating hours of the congestion charge zone are well known and publicised
The congestion charging zone has been well publicised through a wide range of media channels both nationally
and locally
As a registered customer with TfL you are aware of the congestion charging zone and TfL feels it reasonable that
you be aware of the need to pay for the charge for the correct VRM and date of travel
It is your responsibility as the keeper of the vehicle to ensure that the charge is correctly purchased
You are aware of the zone and the requirements to pay the charge as we have issued PCNs to you previously.
TfL has previously sent to you literature that outlines how and when the charge should be purchased
Our Website or Call Centre would have verified for you that the vehicle was not exempt and a charge should be
paid.
You are aware of the zone as we have issued PCNs to you previously, therefore TfL considers it reasonable you
should have taken steps to find out more and or pay the relevant charge.
POST PND ONLY: The introduction of Pay Next Day has made paying the charge more easier to avoid a PCN
POST PND ONLY: The facility to Pay Next Day has been supported by a widespread publicity campaign which
made clear the Pay Next Day provisions.
The publicity for the charging zone is clear about who needs to pay and when and the vehicles that are exempt or
discounted from the charge.
There is a clear process in place which has been utilised many times by selected partners that must be followed,
errors or omissions are not attributable to TfL.
There are regulatory road signs at every entry and exit point of the charging Zone, making it clear the zone has
been used and which you could have reacted to and purchased the charge.
Selected Partner
TfL does not consider this a sufficient reason for you not to purchase the daily charge for using the charging zone.
There are regulatory road signs at every entry and exit point of the Charging Zone and they provide details of the
operator of the scheme, in this case Transport for London which could have been used to make contact with our
web site or call centre
The boundaries, locations and operating hours of the congestion charge zone are well known and publicised
The congestion charging zone has been well publicised through a wide range of media channels both nationally
and locally
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It is your responsibility as the keeper of the vehicle to ensure that the charge is correctly purchased
You are aware of the zone and the requirements to pay the charge as we have issued PCNs to you previously.
TfL has previously sent to you literature that outlines how and when the charge should be purchased
Our Website or Call Centre would have verified for you that the vehicle was not exempt and a charge should be
paid.
As a registered customer with TfL you are aware of the congestion charging zone and TfL feels it reasonable that
you be aware of the need to pay for the charge for the correct VRM and date of travel
You are aware of the zone as we have issued PCNs to you previously, therefore TfL considers it reasonable you
should have taken steps to find out more and or pay the relevant charge.
POST PND ONLY: The introduction of Pay Next Day has made paying the charge more easier to avoid a PCN
POST PND ONLY: The facility to Pay Next Day has been supported by a widespread publicity campaign which
made clear the Pay Next Day provisions.
The Scheme Order is clear on which vehicles the exemption or discount applies and we are satisfied that having
checked this vehicle is not such a vehicle.
TfL does not consider this a sufficient reason for you not to purchase the daily charge for using the charging zone.
There are regulatory road signs at every entry and exit point of the Charging Zone and they provide details of the
operator of the scheme, in this case transport for London which could have been used to make contact with our
web site or call centre
The operating hours of the congestion charge zone are well known and publicised
The congestion charging zone has been well publicised through a wide range of media channels both nationally
and locally
Police and
As a registered customer with TfL you are aware of the congestion charging zone and TfL feels it reasonable that
Emergency
you be aware of the need to pay for the charge for the correct VRM and date of travel
Services
It is your responsibility as the keeper of the vehicle to ensure that the charge is correctly purchased
You are aware of the zone and the requirements to pay the charge as we have issued PCNs to you previously.
TfL has previously sent to you literature that outlines how and when the charge should be purchased
You are aware of the zone as we have issued PCNs to you previously, therefore TfL considers it reasonable you
should have taken steps to find out more and or pay the relevant charge.
TfL consider that you are aware of the zone and the need to purchase charges correctly as you have done so in the
past.
You are aware of the zone as we have issued PCNs to you previously, therefore TfL considers it reasonable you
should have taken steps to find out more and or pay the relevant charge.
POST PND ONLY: The introduction of Pay Next Day has made paying the charge more easier to avoid a PCN
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POST PND ONLY: The facility to Pay Next Day has been supported by a widespread publicity campaign which
made clear the Pay Next Day provisions.
The Scheme Order is clear on which vehicles the exemption or discount applies and we are satisfied that having
checked this vehicle is not such a vehicle.
The exemption for the vehicle only applies when the PCO provide written confirmation to you.
It is your responsibility as the keeper of the vehicle to ensure that the charge is correctly purchased
You are aware of the zone and the requirements to pay the charge as we have issued PCNs to you previously.
TfL has previously sent to you literature that outlines how and when the charge should be purchased
You are aware of the zone as we have issued PCNs to you previously, therefore TfL considers it reasonable you
should have taken steps to find out more and or pay the relevant charge.
TfL consider that you are aware of the zone and the need to purchase charges correctly as you have done so in the
PCO
past.
TfL does not consider this a sufficient reason for you not to purchase the daily charge for using the charging zone.
You are aware of the zone as we have issued PCNs to you previously, therefore TfL considers it reasonable you
should have taken steps to find out more and or pay the relevant charge.
Our Website or Call Centre would have verified for you that the vehicle was not exempt and that a charge should
be paid.
A simple check with the PCO would have removed any doubt.
POST PND ONLY: The introduction of Pay Next Day has made paying the charge more easier to avoid a PCN
POST PND ONLY: The facility to Pay Next Day has been supported by a widespread publicity campaign which
made clear the Pay Next Day provisions.
The Scheme Order is clear on which vehicles the exemption or discount applies and we are satisfied that having
checked this vehicle is not such a vehicle at the time of the contravention.
It is your responsibility as the keeper of the vehicle to ensure that the charge is correctly purchased
You are aware of the zone and the requirements to pay the charge as we have issued PCNs to you previously.
TfL has previously sent to you literature that outlines how and when the charge should be purchased.
You are aware of the zone as we have issued PCNs to you previously, therefore TfL considers it reasonable you
Disabled tax class
should have taken steps to find out more and or pay the relevant charge.
vehicle
TfL consider that you are aware of the zone and the need to purchase charges correctly as you have done so in the
past.
TfL does not consider this a sufficient reason for you not to purchase the daily charge for using the charging zone.
You are aware of the zone as we have issued PCNs to you previously, therefore TfL considers it reasonable you
should have taken steps to find out more and or pay the relevant charge.
Our Website or Call Centre would have verified for you that the vehicle was not exempt and that a charge should
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be paid.
The publicity for the charging zone is clear about who needs to pay and when and the vehicles that are exempt or
discounted from the charge.
We have applied discretion in the past and accepted representations from you based on these circumstances but
advised you of the need to purchase the charge in future or to take the necessary steps to ensure that your vehicle
was correctly registered with us or the DVLA.
POST PND ONLY: The introduction of Pay Next Day has made paying the charge more easier to avoid a PCN
POST PND ONLY: The facility to Pay Next Day has been supported by a widespread publicity campaign which
made clear the Pay Next Day provisions.
The Scheme Order is clear on which vehicles the discount applies and we are satisfied that having checked this
vehicle is not such a vehicle at the time of the contravention.
There is no automatic exemption, this must be applied for and approved in advance.
As a registered customer with TfL you are aware of the congestion charging zone and TfL feels it reasonable that
you are aware of the need to pay for the daily charge correctly or that you could have contacted our call centre or
visited our web site for more information.
The congestion charging zone and discount eligibility has been well publicised through a wide range of media
channels
You are aware of the zone and the requirements to pay the charge as we have issued PCNs to you previously.
TfL has previously sent to you literature that outlines how and when the charge should be purchased.
You are aware of the zone as we have issued PCNs to you previously, therefore TfL considers it reasonable you
should have taken steps to find out more and or pay the relevant charge.
Blue Badge
TfL consider that you are aware of the zone and the need to purchase charges correctly as you have done so in the
past.
It is your responsibility as the keeper of the vehicle to ensure that the charge is correctly purchased.
Our Website or Call Centre would have verified for you that the vehicle was not exempt and that a charge should
be paid.
The publicity for the charging zone is clear about who needs to pay and when and the vehicles that are exempt or
discounted from the charge.
We have applied discretion in the past and accepted representations from you based on these circumstances but
advised you of the need to purchase the charge in future or to take the necessary steps to ensure that your vehicle
was correctly registered with us or the DVLA.
The registration pack for Blue Badge holders are clear about who needs to pay and when and those vehicles that
are exempt or discounted from the charge and when any approved discount applies from.
The registration pack for Blue Badge holders made it clear we would confirm when any approved discount applied
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from.
POST PND ONLY: The introduction of Pay Next Day has made paying the charge more easily to avoid a PCN in
such circumstances.
POST PND ONLY: The facility to Pay Next Day has been supported by a widespread publicity campaign which
made clear the Pay Next Day provisions.
The charge can be purchased up to 90 days in advance before the date of travel.
The evidence suggests this was a hospital visit you knew about in advance of the day of travel.
Whilst we sympathise with the events that detailed, TfL considers it reasonable of you to provide some evidence of
the details to support your case so that we can decide what our next steps are and if it is reasonable for us to
cancel the PCN on this occasion.
This would appear to be an outpatient visit and therefore would require an advance appointment.
The Scheme Order is clear on which vehicles the discount applies and we are satisfied that having checked this
vehicle is not such a vehicle at the time of the contravention.
As a registered customer with TfL you are aware of the congestion charging zone and TfL feels it reasonable that
you are aware of the need to pay for the daily charge correctly or that you could have contacted our call centre or
visited our web site for more information.
You are aware of the zone and the requirements to pay the charge as we have issued PCNs to you previously.
TfL has previously sent to you literature that outlines how and when the charge should be purchased.
We have applied discretion in the past and accepted representations from you based on these circumstances but
Emergency Visit
advised you of the need to purchase the charge in future.
The publicity for the charging zone is clear about who needs to pay and when and the vehicles that are exempt or
discounted from the charge.
The NHS Reimbursement Scheme would appear appropriate in such cases ***** validate circumstances
against NHS reimbursement scheme*****
Our Website or Call Centre would have verified for you that the vehicle was not exempt and that a charge should
be paid.
TfL consider that you are aware of the zone and the need to purchase charges correctly as you have done so in the
past.
It is your responsibility as the keeper of the vehicle to ensure that the charge is correctly purchased.
POST PND ONLY: The introduction of Pay Next Day has made paying the charge more easily to avoid a PCN in
such circumstances.
POST PND ONLY: The facility to Pay Next Day has been supported by a widespread publicity campaign which
made clear the Pay Next Day provisions.
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The charge can be purchased up to 90 days in advance before the date of travel.
The evidence suggests this was a hospital visit you knew about in advance of the day of travel.
This would appear to be an outpatient visit and therefore would require an advance appointment.
Whilst we sympathise with the events that detailed, TfL considers it reasonable of you to provide some evidence of
the details to support your case so that we can decide what our next steps are and if it is reasonable for us to
cancel the PCN on this occasion.
The Scheme Order is clear on which vehicles the discount applies and we are satisfied that having checked this
vehicle is not such a vehicle at the time of the contravention.
As a registered customer with TfL you are aware of the congestion charging zone and TfL feels it reasonable that
you are aware of the need to pay for the daily charge correctly or that you could have contacted our call centre or
visited our web site for more information.
You are aware of the zone and the requirements to pay the charge as we have issued PCNs to you previously.
TfL has previously sent to you literature that outlines how and when the charge should be purchased.
We have applied discretion in the past and accepted representations from you based on these circumstances but
Hospitalisation
advised you of the need to purchase the charge in future.
The publicity for the charging zone is clear about who needs to pay and when and the vehicles that are exempt or
discounted from the charge.
The NHS Reimbursement Scheme would appear appropriate in such cases ***** validate circumstances
against NHS reimbursement scheme*****
Our Website or Call Centre would have verified for you that the vehicle was not exempt and that a charge should
be paid.
TfL consider that you are aware of the zone and the need to purchase charges correctly as you have done so in the
past.
It is your responsibility as the keeper of the vehicle to ensure that the charge is correctly purchased.
POST PND ONLY: The introduction of Pay Next Day has made paying the charge more easily to avoid a PCN in
such circumstances.
POST PND ONLY: The facility to Pay Next Day has been supported by a widespread publicity campaign which
made clear the Pay Next Day provisions.
The Scheme Order is clear on which vehicles the discounts apply and we are satisfied that having checked this
vehicle is not such a vehicle at the time of the contravention.
Discount
There is no automatic exemption in the circumstances which you outline, this must be applied for and approved in
advance.
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As a registered customer with TfL you are aware of the congestion charging zone and TfL feels it reasonable that
you are aware of the need to pay for the daily charge correctly or that you could have contacted our call centre or
visited our web site for more information.
The congestion charging zone and discount eligibility has been well publicised through a wide range of media
channels
You are aware of the zone and the requirements to pay the charge as we have issued PCNs to you previously.
TfL has previously sent to you literature that outlines how and when the charge should be purchased.
You are aware of the zone as we have issued PCNs to you previously, therefore TfL considers it reasonable you
should have taken steps to find out more and or pay the relevant charge.
TfL consider that you are aware of the zone and the need to purchase charges correctly as you have done so in the
past.
It is your responsibility as the keeper of the vehicle to ensure that the charge is correctly purchased.
Our Website or Call Centre would have verified for you that the vehicle was not exempt and that a charge should
be paid.
The publicity for the charging zone is clear about who needs to pay and when and the vehicles that are exempt or
discounted from the charge.
We have applied discretion in the past and accepted representations from you based on these circumstances but
advised you of the need to purchase the charge in future or to take the necessary steps to ensure that your vehicle
was correctly registered with us or the DVLA.
The registration pack for the discount made it clear we would confirm when any approved discount applied from.
The registration packs for discounts to the scheme are clear about who needs to pay and when and those vehicles
that are exempt or discounted from the charge and when any approved discount applies from.
POST PND ONLY: The introduction of Pay Next Day has made paying the charge more easily to avoid a PCN in
such circumstances.
POST PND ONLY: The facility to Pay Next Day has been supported by a widespread publicity campaign which
made clear the Pay Next Day provisions.
Whilst we sympathise with the circumstances that you outline, TfL considers it is reasonable to ask for some
Death - no proof of
evidence of the death that you outline so that we can decide what our next steps are and if it is reasonable for us to
cancel the PCN on this occasion.
Whilst we sympathise with the recent loss that you outline, TfL considers it is reasonable to ask for some evidence
of the registration of the death that you outline and would request you to provide a photocopy of the death
Death - registering certificate so that we can decide what our next steps are and if it is reasonable for us to cancel the PCN on this
occasion.
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Whilst we sympathise with the circumstances that you outline, TfL considers it is reasonable to ask for some
evidence of the death that you outline so that we can decide what our next steps are and if it is reasonable for us to
cancel the PCN on this occasion.
Death - registered
Whilst we sympathise with the recent loss that you outline, TfL does consider it reasonable to ask for some
keeper
evidence of the registration of the death that you outline and would request you to provide a photocopy of the death
certificate so that we can decide what our next steps are and if it is reasonable for us to cancel the PCN on this
occasion.
TfL's systems are synchronised to the most accurate time keeping system and the contravention date and time is
Timing
verified when the image is captured.
detained/in prison
TfL does not consider that this removes liability for the penalty charge or prevents payment of the charge
Diplomatic
Refer to PMA
Contents
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Document Outline
