Issuing and management of refunds.

Ref: TFL103028

Dear Mr Lennon

Thank you for your email received by Transport for London (TfL) on 9
February 2010.

You have asked for information on the Oyster card's refunds and handling
processes.

We will deal with your request as soon as possible and in any case provide
you with a response by 9 March 2010.

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

Kind Regards
Transport for London
Customer Relations

show quoted sections

Ref: TFL103028

Dear Mr Lennon

Thank you for your email received by Transport for London (TfL) on 9
February 2010.

You have asked for information on the Oyster card's refunds and handling
processes.

Unfortunately we will not be able to resolve your request within the
statutory 20 working day deadline. This is because a response is being
finalised.

We will respond as soon as possible.

Please accept my apologies for this delay and any inconvenience it may
cause you. In the meantime, if you have any queries relating to your
request, please do not hesitate to contact me.

If you are not satisfied with this response, please read the attached
help-sheet entitled `Your Right to Appeal'.

Kind Regards

Transport for London
Customer Relations

Your Right to Appeal

Internal Review

If you are dissatisfied with the way TfL has handled your information
request, you can ask us to conduct an internal review of our decision.

The internal review will be conducted by someone other than the person who
made the original decision, in accordance with the complaints procedure
published on our website at [1]www.tfl.gov.uk/foi

Requests for internal review should be addressed to:

Head of Information Access and Compliance

Floor 5, Windsor House

42 - 50

Victoria Street

London

SW1H 0TL

E-mail: [2][email address]

Complaints to the Information Commissioner

If, following the internal review, you remain dissatisfied with the way
TfL has handled your request, then you can take your complaint to:

Information Commissioner's Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

A complaint form is available on the Information Commissioner's Office
website at [3]www.ico.gov.uk

show quoted sections

Ref: TfL103028

Dear Mr Lennon

Thank you for your email chaser received on 23 March 2010 regarding the
outstanding response to your Freedom of Information request made on 9
February 2010.

I am very sorry for the delay you have experienced. Please be assured that
I am working on collating the information requested for which a response
will be sent to you within the next 3 to 5 working days.

Please accept my apologies for this delay and any inconvenience it may
cause you. In the meantime, if you have any queries relating to your
request, please do not hesitate to contact me.

If you are not satisfied with this response, please read the attached
help-sheet entitled ‘Your Right to Appeal’.

Kind Regards

Transport for London
Customer Relations

Your Right to Appeal

Internal Review

If you are dissatisfied with the way TfL has handled your information
request, you can ask us to conduct an internal review of our decision.

The internal review will be conducted by someone other than the person who
made the original decision, in accordance with the complaints procedure
published on our website at [1]www.tfl.gov.uk/foi

Requests for internal review should be addressed to:

Head of Information Access and Compliance
Floor 5, Windsor House
42 – 50
Victoria Street
London
SW1H 0TL

E-mail: [2][email address]

Complaints to the Information Commissioner

If, following the internal review, you remain dissatisfied with the way
TfL has handled your request, then you can take your complaint to:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

A complaint form is available on the Information Commissioner’s Office
website at [3]www.ico.gov.uk

show quoted sections

Ref: TfL103028

Dear Mr Lennon

Thank you for your email received by Transport for London (TfL) on 9
February 2010. I am sorry for the delay in responding to you.

You have asked for information on TfL’s Oyster card refunds, and
handling processes.

Your request has been considered under the requirements of the Freedom of
Information Act and I can confirm that TfL does hold the information you
require.

Q1. How many refund requests have been made for Oyster cards in the last
two years? What is the nature of these requests? (Incorrect journey
billing etc)

A:

a. There have been 279,041*† refund requests made to the Oyster card
Helpline in the last two years.

b. Please see the attached Excel spreadsheet for details of the nature
of the requests

Q2. How do these requests arrive? (Email, phone, post)

A: Please see the attached Excel spreadsheet for details.

Q3. How many of these requests have been dealt with in some fashion?

A: 279,041*†

Q4. Of the requests that have not been actioned, how long have these been
waiting?

A: Due to system limitation, our Oyster system is unable to produce a
report giving this information†.

Q5. Of the requests that have not been actioned, how many have been
followed up by customers?

A: Again, due to system limitation, we are unable to produce a report in
response to the above question posed†.

Q6. How many pay as you go journeys, as a percentage of all pay as you go
journeys, are charged at the full rate due to failure to
touch-in/touch-out?

A: 2.4% of pay as you go journeys incur a maximum journey fare as a
result of validating at only the start or end of a journey.

*This figure is based on the number of refunds that have been processed
and does not include outstanding requests.

† We are unable to accurately identify outstanding refund requests due
to the way in which our Customer Relations Management systems record
enquiries.

The answer to Question 7: How many of these journeys are the subject of
appeals? (i.e. 1 & 2 above) is being reviewed. Please be assured that once
the review has been completed I will respond immediately. I am again very
sorry for the extended delay you are experiencing.

Thank you for your email of 10 April 2010 regarding an internal review of
the way your request has been handled. This email has been forwarded to
TfL’s Information compliance team for the appropriate actions.

If this is not the information you are looking for, or if you are unable
to access it for some reason, please do not hesitate to contact me.

Please see the attached information sheet for details of your right to
appeal as well as information on copyright and what to do if you would
like to re-use any of the information we have disclosed.

Kind regards

Transport for London
Customer Relations

 

Your right to appeal

If you are dissatisfied with the way TfL has handled your information
request, you can ask us to conduct an internal review of our decision. The
internal review will be conducted by someone who was not involved in the
processing of your original request, in accordance with the complaints
procedure published on our website at www.tfl.gov.uk/foi

Requests for internal review should be addressed to: 

Head of Information Access and Compliance

Floor 5, Windsor House

42-50 Victoria Street

London

SW1H 0TL

E-mail: [email address]

Complaints to the Information Commissioner

If, following the internal review, you remain dissatisfied with the way
TfL has handled your request, then you can take your complaint to:

Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

A complaint form is available on the Information Commissioner’s Office
website at

[1]www.ico.gov.uk

Copyright  

Any copyright in the material provided with this response is owned by TfL
or one of its subsidiary companies unless otherwise stated. The disclosure
of information does not give the person or organisation who receives it an
automatic right to re-use it in a way that would otherwise infringe
copyright (for example, by making copies, publishing it, or issuing copies
to the public). Brief extracts of the material may be reproduced under the
fair dealing provisions of the Copyright, Designs and Patents Act 1998
(sections 29 and 30) for the purposes of research for non-commercial
purposes, private study, criticism, review and news reporting. In respect
of use for criticism, review and news reporting, any reproduction must be
accompanied by an acknowledgement that TfL or one of its subsidiary
companies is the copyright owner.

Re-use

If you would like to re-use the information supplied with this response
please contact TfL using the details provided in the attached letter.
Requests for re-use will be considered in accordance with the Re-use of
Public Sector Information Regulations 2005.

show quoted sections

12 April 2010

Our ref: IRV-007-1011

Dear Mr Lennon

Thank you for your email, in which you requested an internal review of TfL's handling of your FOI request.

I can confirm that an internal review will be undertaken in accordance with the attached procedure. The review will be completed as soon as possible and in any event by 07 May.

Please contact me if you would like to discuss this matter.

Kind regards

Matthew Towey | Compliance Adviser
Information Access & Compliance Team | Corporate Governance | Transport for London
5th Floor, Windsor House, 42-50 Victoria Street, London SW1H 0TL
T: 020 7126 3063/ auto 63063

show quoted sections

Dear Mr Lennon

Thank you for your email. As I did not send the response to your request I would be grateful if you would let me know which information you would like resent in a machine readable format. I will then look into this matter for you.

Kind regards

Matthew Towey | Compliance Adviser 
Information Access & Compliance Team | Corporate Governance | Transport for London
5th Floor, Windsor House, 42-50 Victoria Street, London SW1H 0TL
T: 020 7126 3063/ auto 63063

show quoted sections

Dear Mr Lennon

I think this is the information you require. Please let me know if it is not.

Kind regards

Matthew Towey | Compliance Adviser 
Information Access & Compliance Team | Corporate Governance | Transport for London
5th Floor, Windsor House, 42-50 Victoria Street, London SW1H 0TL
T: 020 7126 3063/ auto 63063

show quoted sections

Ref: TfL103028

Dear Mr Lennon

Thank you for your email received by Transport for London (TfL) on 9
February 2010. I am sorry for the delay in responding to you.

Please find below the answer to the outstanding question (number 7),
raised in your original request.

Question 7:  “How many of these journeys are the subject of appeals?”

I am afraid, after several attempts to retrieve the information you have
requested, the facilities available have not proven sufficient in order to
reliably report on the number of appeals received by those who have been
charge the maximum fare. This is because customers generally contact the
team via an online feedback form, which does not provide a specific
classification for individuals who may be appealing these charges.

For ease, a single form is used for a varied number of enquiries and not
all enquiries are specifically classified by the customers. It is also not
possible to produce a report on the number of unsuccessful appeals, as the
systems used by the Oyster helpline staff are not configured to do so.

However, it has been confirmed that a total of 224,905 claims for maximum
fares paid between 1 March 2008 and 31 March 2010 have been refunded.

I hope this information is useful. However, if this is not the information
you are looking for, or if you are unable to access it for some reason,
please do not hesitate to contact me.

Please asee below an information sheet for details of your right to appeal
as well as information on copyright and what to do if you would like to
re-use any of the information we have disclosed.

Kind regards

Transport for London
Customer Relations

Your right to appeal

If you are dissatisfied with the way TfL has handled your information
request, you can ask us to conduct an internal review of our decision. The
internal review will be conducted by someone who was not involved in the
processing of your original request, in accordance with the complaints
procedure published on our website at www.tfl.gov.uk/foi

Requests for internal review should be addressed to:

Head of Information Access and Compliance

Floor 5, Windsor House

42-50 Victoria Street

London

SW1H 0TL

E-mail: [email address]

Complaints to the Information Commissioner

If, following the internal review, you remain dissatisfied with the way
TfL has handled your request, then you can take your complaint to:

Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

A complaint form is available on the Information Commissioner’s Office
website at

[1]www.ico.gov.uk

Copyright

Any copyright in the material provided with this response is owned by TfL
or one of its subsidiary companies unless otherwise stated. The disclosure
of information does not give the person or organisation who receives it an
automatic right to re-use it in a way that would otherwise infringe
copyright (for example, by making copies, publishing it, or issuing copies
to the public). Brief extracts of the material may be reproduced under the
fair dealing provisions of the Copyright, Designs and Patents Act 1998
(sections 29 and 30) for the purposes of research for non-commercial
purposes, private study, criticism, review and news reporting. In respect
of use for criticism, review and news reporting, any reproduction must be
accompanied by an acknowledgement that TfL or one of its subsidiary
companies is the copyright owner.

Re-use

If you would like to re-use the information supplied with this response
please contact TfL using the details provided in the attached letter.
Requests for re-use will be considered in accordance with the Re-use of
Public Sector Information Regulations 2005.

From: Enquire (TfL)
Sent: 12 April 2010 11:51
To: '[FOI #28592 email]'
Subject: Freedom of Information request - Issuing and management of
refunds.
Importance: High

Ref: TfL103028

Dear Mr Lennon

Thank you for your email received by Transport for London (TfL) on 9
February 2010. I am sorry for the delay in responding to you.

You have asked for information on TfL’s Oyster card refunds, and
handling processes.

Your request has been considered under the requirements of the Freedom of
Information Act and I can confirm that TfL does hold the information you
require.

Q1. How many refund requests have been made for Oyster cards in the last
two years? What is the nature of these requests? (Incorrect journey
billing etc)

A:

a. There have been 279,041*† refund requests made to the Oyster card
Helpline in the last two years.

b. Please see the attached Excel spreadsheet for details of the nature
of the requests

Q2. How do these requests arrive? (Email, phone, post)

A: Please see the attached Excel spreadsheet for details.

Q3. How many of these requests have been dealt with in some fashion?

A: 279,041*†

Q4. Of the requests that have not been actioned, how long have these been
waiting?

A: Due to system limitation, our Oyster system is unable to produce a
report giving this information†.

Q5. Of the requests that have not been actioned, how many have been
followed up by customers?

A: Again, due to system limitation, we are unable to produce a report in
response to the above question posed†.

Q6. How many pay as you go journeys, as a percentage of all pay as you go
journeys, are charged at the full rate due to failure to
touch-in/touch-out?

A: 2.4% of pay as you go journeys incur a maximum journey fare as a
result of validating at only the start or end of a journey.

*This figure is based on the number of refunds that have been processed
and does not include outstanding requests.

† We are unable to accurately identify outstanding refund requests due
to the way in which our Customer Relations Management systems record
enquiries.

The answer to Question 7: How many of these journeys are the subject of
appeals? (i.e. 1 & 2 above) is being reviewed. Please be assured that once
the review has been completed I will respond immediately. I am again very
sorry for the extended delay you are experiencing.

Thank you for your email of 10 April 2010 regarding an internal review of
the way your request has been handled. This email has been forwarded to
TfL’s Information compliance team for the appropriate actions.

If this is not the information you are looking for, or if you are unable
to access it for some reason, please do not hesitate to contact me.

Please see the attached information sheet for details of your right to
appeal as well as information on copyright and what to do if you would
like to re-use any of the information we have disclosed.

Kind regards

Transport for London
Customer Relations

Your right to appeal

If you are dissatisfied with the way TfL has handled your information
request, you can ask us to conduct an internal review of our decision. The
internal review will be conducted by someone who was not involved in the
processing of your original request, in accordance with the complaints
procedure published on our website at www.tfl.gov.uk/foi

Requests for internal review should be addressed to:

Head of Information Access and Compliance

Floor 5, Windsor House

42-50 Victoria Street

London

SW1H 0TL

E-mail: [email address]

Complaints to the Information Commissioner

If, following the internal review, you remain dissatisfied with the way
TfL has handled your request, then you can take your complaint to:

Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

A complaint form is available on the Information Commissioner’s Office
website at

[2]www.ico.gov.uk

Copyright

Any copyright in the material provided with this response is owned by TfL
or one of its subsidiary companies unless otherwise stated. The disclosure
of information does not give the person or organisation who receives it an
automatic right to re-use it in a way that would otherwise infringe
copyright (for example, by making copies, publishing it, or issuing copies
to the public). Brief extracts of the material may be reproduced under the
fair dealing provisions of the Copyright, Designs and Patents Act 1998
(sections 29 and 30) for the purposes of research for non-commercial
purposes, private study, criticism, review and news reporting. In respect
of use for criticism, review and news reporting, any reproduction must be
accompanied by an acknowledgement that TfL or one of its subsidiary
companies is the copyright owner.

Re-use

If you would like to re-use the information supplied with this response
please contact TfL using the details provided in the attached letter.
Requests for re-use will be considered in accordance with the Re-use of
Public Sector Information Regulations 2005.

show quoted sections