Number of Complaints about PH Operators & Drivers

The request was partially successful.

Dear Transport for London,

Could you please confirm the yearly numbers of complaints made about PH Operators and PH Drivers for the last five years. Could you kindly separate the two figures.

Yours faithfully,
D. Little

FOI, Transport for London

Dear D Little

 

TfL Ref: 2516-1920

 

Thank you for your request received by Transport for London (TfL) on 17
November 2019. Please accept my apologies for the delay in getting back to
you.

Your request will be processed in accordance with the requirements of the
Freedom of Information Act and our information access policy. 

 

A response will be sent to you by 16 December 2019. We publish a
substantial range of information on our website on subjects including
operational performance, contracts, expenditure, journey data, governance
and our financial performance. This includes data which is frequently
asked for in FOI requests or other public queries. Please check
[1]http://www.tfl.gov.uk/corporate/transpar... to see if this helps you.

 

We will publish anonymised versions of requests and responses on the
[2]www.tfl.gov.uk website. We will not publish your name and we will send
a copy of the response to you before it is published on our website.

 

In the meantime, if you would like to discuss this matter further, please
do not hesitate to contact me.

 

Yours sincerely

 

 

Jasmine Howard

FOI Case Officer

Information Governance

Transport For London

 

 

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FOI, Transport for London

1 Attachment

Dear Mr Little,

 

TfL Ref: 2516-1920

 

Thank you for your request received by us on 17 November 2019 asking for
information about the numbers of complaints made about PH Operators and PH
Drivers for the last five years.

 

Your request has been considered in accordance with the requirements of
the Freedom of Information Act and our information access policy. You
asked for:

 

the yearly numbers of complaints made about PH Operators and PH Drivers
for the last five years. Could you kindly separate the two figures.

 

Due to a change of reporting systems that was implemented on 29 June 2017,
we would not be able to provide this information prior to 29 June 2017, as
our previous database is no longer accessible. Furthermore, to provide
this information in the format requested from 29 June 2017 onwards would
exceed the ‘appropriate limit’ of £450 set by the Freedom of Information
(Appropriate Limit and Fees) Regulations 2004.

 

Under section 12 of the FOI Act, we are not obliged to comply with a
request if we estimate that the cost of determining whether we hold the
information, locating and retrieving it and extracting it from other
information would exceed the appropriate limit. This is calculated at £25
per hour for every hour spent on the activities described.

 

We have estimated that it would cost over £450 to provide a response to
your current request. This is because it is estimated that it would take
in excess of 18 working hours to retrieve and compile the information you
have requested.

 

Our reporting system does not distinguish between Private Hire operators
and Private Hire driver complaints. However, I can advise that from 29
June 2017 to 9 November 2019, there are 5,125 cases recorded as relating
to an Operator/Driver. The only way to determine which complaint related
to either an operator or a driver would require us to review each
individual complaint to be able to differentiate accordingly for the
purposes of your request.

 

To help bring the cost of responding to your request within the £450
limit, you may wish to consider narrowing its scope so that we can more
easily locate, retrieve and extract the information you are seeking, for
example by narrowing the time period. For example, by significantly
reducing the timeframe. Alternatively, we can provide information on the
top 10 complaints made overall, without breaking this down by operator.

 

If you want to refine your request or make a Freedom of Information Act
request in future, please bear in mind that the Freedom of Information Act
allows you to request recorded information held by Transport for London.

 

Although your request can take the form of a question, rather than a
request for specific documents, TfL does not have to answer your question
if it would require the creation of new information or the provision of a
judgement, explanation, advice or opinion that was not already recorded at
the time of your request.

 

In the meantime, if you have any queries or would like to discuss your
request, please feel free 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.

 

Yours sincerely

 

 

 

Jasmine Howard

FOI Case Officer

Information Governance

Transport For London

 

 

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