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Penalty Fares
Mr Bala made this Freedom of Information request to Tyne and Wear Passenger Transport Executive
The request was successful.
From: Mr Bala
2 March 2009
Dear Sir or Madam,
Penalty Fares
I refer to your website here :
http://www.nexus.org.uk/wps/wcm/connect/...
I note that you operate a Penalty Fares Policy
I am unable to find any publications relating specifically to your
Penalty Fares Policy on your website and FOI Publication scheme ,
although it is mentioned briefly
on the above webpage , your Customer Charter and Conditions of
Carriage
1) Please provide a list of all publications informing passengers
of your Penalty Fares Policy and provide a copy of these
publications
2) Please provide a copy of the Identification carried by your
Penalty Fares staff (re page 13 of your Passenger Charter )
3) Please provide a copy of your Penalty Fares notice given to
passengers who are charged a Penalty Fare (both sides and any other
literature provided with the Penalty Fares notice)
4) Provide details of any appeals procedure available to passengers
who have been charged a Penalty Fare
5) Provide details of instructions issued to your Penalty Fares
staff detailing how they should perform their Penalty Fare duties
eg their conduct , use of discretion etc (you will need to provide
an actual copy of any instructions / instruction book , rule book
etc)
Please provide the information requested by email , attachments
should be acceptable
Yours faithfully,
Mr Bala
From: Freedom Info
Tyne and Wear Passenger Transport Executive
3 March 2009
Dear Mr Bala,
Thank you for your e-mail.
I act on behalf of Nexus in responding to FOI requests and shall arrange
to obtain the required information and respond to you in due course.
Yours Faithfully
Colin Whittle
Head of Legal Services
Nexus, Nexus House, St. James' Boulevard, Newcastle upon Tyne, NE1 4AX
Tel. 0191 203 3239 / Fax. 0191 203 3304
show quoted sections
From: Freedom Info
Tyne and Wear Passenger Transport Executive
27 March 2009
Conditions of Carriage 9 290702.doc
102K
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ID AO 1 up.pdf
296K
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PENALTY fARE sCEMEimg 090130135155.pdf
1.2M
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pfnback.doc
176K
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pfnfront.doc
141K
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Dear Mr Bala,
I refer to your e-mail dated 2nd March 2009 and shall respond following
the numerical order in that e-mail.
1.I enclose a copy of the Metro Conditions of Carriage.The documents
referred to in section 1.3 are in hard copy but if you provide me with
the details of your address I shall arrange for them to be forwarded to
you.I also enclose a copy of the Penalty Fare scheme.
2.Copy Identification Card enclosed.
3.Copy Penalty Fare Notice enclosed (both sides).
4.Appeal details are included on the back of the Penalty Fare Notice.
5.Please see the information contained in the Penalty Fare Scheme in
respect of Instructions to Authorised Collectors regarding the issues to
which you refer.At present Nexus 'contract out' to a company called St
James' Security the responsibility for the issuing of Penalty Fares and
who have the responsibility of training their staff in this regard.
Should you require any further information please let me know.
Yours Faithfully
Colin Whittle
Head of Legal Services
Nexus, Nexus House, St. James' Boulevard, Newcastle upon Tyne, NE1 4AX
Tel. 0191 203 3239 / Fax. 0191 203 3304
show quoted sections
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D. Davies left an annotation (14 January 2011)
Please note in regard to point 5 of the 29th March communication with you (... "At present Nexus 'contract out' to a company called St James' Security the responsibility for the issuing of Penalty Fares and
who have the responsibility of training their staff in this regard."). This is not a valid response. Irrespective of whether or not they outsource any services, the contract of sale is between you and Nexus, not with St. James Security. Therefore, Nexus still have a responsibility to ensure that any organisation representing them and/or acting on their behalf, such as St. James Security, are carrying out said tasks and acting according to their published policies, and this would include the way their staff interface with the customer, and the training of said staff in executing these duties. Sub-contracting and out-sourcing used to be a way of companies washing their hands of certain contentious issues, yet still benefitting from the proceeds of the out-sourcing. But remember at all times a customer's contract is with the organisation they pay the money too, and it's they who have responsibility to respond and redress.
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