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complaints about Private hire drivers logged on twitter

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Dear Transport for London,

can you provide me with the following information:

1, how many complaints about private hire drivers you have received via Twitter @TfLTPH in the last 12 months 6th sep '16 to 6th sep,'17

2, how many of these complaints were followed up with the driver of the vehicle in question.

Yours faithfully,

Mark williamson

FOI, Transport for London

Dear Mr Williamson

TfL Ref: 1384-1718

Thank you for your email received by Transport for London (TfL) on 6 September 2017.

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

A response will be provided to you by 4 October 2017. 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 http://www.tfl.gov.uk/corporate/transpar... to see if this helps you.

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

FOI, Transport for London

1 Attachment

Dear Mr Williamson

 

TfL Ref:1384-1718

 

Thank you for your email received by us on 7 September 2017 asking for
information about the Transport for London’s (TfL) Taxi and Private Hire
(TPH) Twitter feed.

 

Your request has been considered in accordance with the requirements of
the Freedom of Information Act 2000 and our information access policy. I
can confirm that we hold some of the information you require. You asked
for:

 

1, how many complaints about private hire drivers you have received via
Twitter @TfLTPH in the last 12 months 6th sep '16 to 6th sep,'17

 

2, how many of these complaints were followed up with the driver of the
vehicle in question.

 

Between 6 September 2016 and 6 September 2017, the @TfLTPH Twitter feed
has processed 2,062 complaints about Private Hire vehicles. Where
sufficient information for a complaint is provided, we will identify the
driver and/or vehicle/operator and pass the complaint on to our compliance
team to undertake any further action required. It should be noted that the
@TfLTPH Twitter account is followed by a proportionately higher number of
taxi drivers than Private Hire Vehicle (PHV) drivers and the information
provided to us is what our followers wish to report and should not be
viewed in isolation as an accurate indication of the taxi and private hire
sector at large.

 

Please see the table below documenting action undertaken for each
complaint processed through the @TfLTPH Twitter feed:

 

Row Labels Count
Advisory Letter Issued to Driver 737
Complaint Not Noted 166
Complaint Noted 138
No Further Action Possible 397
Refer to Compliance 113
Refer to Intel 9
Refer to Licensing 9
Refer to Policy 1
Warning Issued 492
Total 2,062

 

The following categories will result in the driver being contacted:

 

o Advisory Letter Issued to Driver
o Complaint Not Noted
o Complaint Noted
o Warning Issued

 

TfL’s complaint systems do not record whether a driver has been
subsequently contacted if a complaint is categorised as one of the
following:

 

o Refer to Compliance
o Refer to Intel
o Refer to Licensing
o Refer to Policy
o No Further Action Possible

 

In most of these instances the individual department will contact the
driver directly.

 

To determine how many drivers were contacted by individual departments, a
manual search of each complaint would need to be undertaken. Provision of
this information 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 considerably exceed the limit to provide a
response to your current 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. If
you want to refine your request or make a Freedom of Information Act
request in future, please bear in mind that the Freedom of Information Act
allows you to request recorded information held by us. You should identify
the information that you want as clearly and concisely as you can,
specifying the types of document that you are looking for. You might also
consider limiting your request to a particular period of time,
geographical area or specific departments of the organisation.

 

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

 

In the case of ‘No Further Action Possible’ this means no action can be
taken with the driver. This could be because of the following:

 

o Driver cannot be traced (wrong ID or no ID provided)
o No legislation broken
o No further info received from customer

No ‘Further Action Possible’ would also be recorded if the case is a
duplicate.

 

If this is not the information you are looking for, or if you are unable
to access it for any 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.

 

Yours sincerely

 

 

Jasmine Howard

FOI Case Officer

Information Governance

Transport For London

 

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