Complaints against bus route 116

Patricia made this Freedom of Information request to Transport for London

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was successful.

Dear Transport for London,

Could you please provide all correspondence relating to complaints about bus route number 116 by phone, email and personal caller between January 2011-September 2012?

Please include correspondence removing any personal information
including any response sent to the complainant.

Yours faithfully,

Ms Patricia Hurn

FOI, Transport for London

Dear Ms Hurn

 

TfL Ref:          FOI-1171-1213

 

Thank you for your e-mail received by Transport for London (TfL) on 22
October 2012 asking for information about complaints made against bus
route 116.

 

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 19 November 2012.

 

In the meantime, if you would like to discuss this matter further, please
feel free to contact me.

 

Yours sincerely

 

Gemma Jacob

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

 

[1][TfL request email]

 

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FOI, Transport for London

1 Attachment

Dear Ms Hurn

 

TfL Ref:          FOI-1171-1213, FOI-1174-1213, FOI-1175-1213,
FOI-1197-1213, FOI-1198-1213, FOI-1199-1213,

FOI-1200-1213, FOI-1201-1213, FOI-1202-1213, FOI-1203-1213, FOI-1204-1213,
and FOI-1230-1213

 

Thank you for your e-mails received by Transport for London (TfL) between
22 October and 29 October 2012 requesting information about several bus
routes in London.

 

Our records now show that you have made 13 FOI requests to TfL in a
continuous period of 60 working days (excluding bank holidays) up to and
including the date of your most recent request of 29 October 2012. Because
of this we are now applying an aggregate cost limit to the requests which
we received from you between 29 September and 29 October 2012.

 

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, to date, it has cost £275 to provide a response to
your request of 29 September 2012, equating to an estimated 11 hours spent
locating, retrieving and compiling the information you requested.  We
believe to respond to the additional requests for information you have
submitted between 22 October and 29 October 2012 would require at least an
additional 29 hours to retrieve, assess and compile the information at a
further cost of £725, totalling 40 hours of work at an overall cost of
£1000.

 

As this overall cost exceeds the £450 limit, we are therefore applying
Regulation 5(1) of the Freedom of Information (FOI) and Data Protection
(Appropriate Limit and Fees) Regulations 2004 and we will not be providing
you with the information you have requested in your most recent requests
(FOI-1171-1213, FOI-1174-1213, FOI-1175-1213, FOI-1197-1213,
FOI-1198-1213, FOI-1199-1213, FOI-1200-1213, FOI-1201-1213, FOI-1202-1213,
FOI-1203-1213, FOI-1204-1213, and FOI-1230-1213) you have submitted
between 22 October and 29 October. Also any further requests that we now
receive within a 60 working day timeframe will also be subject to
consideration under Section 12.

 

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

 

Yours sincerely

 

Gemma Jacob

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

 

[1][TfL request email]

 

References

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1. mailto:[TfL request email]

Dear FOI,

I would like to reopen this request with an amendment.
Please can I have complaints about 116 from Jan 2011 to the most present available.

Yours sincerely,

Patricia

FOI, Transport for London

Dear Ms Hurn

 

TfL Ref:          FOI-1969-1213

 

Thank you for your e-mail received by Transport for London (TfL) on 18
February 2013 asking for information about bus route 116.

 

Your request has been considered in accordance with the requirements of
the Freedom of Information (FOI) Act and TfL’s information access policy. 

 

Unfortunately, from the description provided, we are unable to identify
the information you require.

 

To enable us to assist with your request, please provide a more detailed
description of the information you’re seeking. Your previous request was
for, “All correspondence relating to complaints about bus route number 116
by phone, email and personal caller between January 2011-September 2012?
Please include correspondence removing any personal information including
any response sent to the complainant.” Is this the information you are
seeking or do you just require the number of complaints made from January
2011 to the date of your request?

 

Please note that the 20 working day deadline for responding to your
request will depend on when we receive satisfactory additional information
to help clarify your request.  

 

If we hear nothing further from you by 11 March 2013 your response will be
treated as a new request.

 

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

 

Yours sincerely

 

Gemma Jacob

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

 

[1][TfL request email]

 

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Dear Transport for London,

Could you please provide all correspondence relating to complaints
about bus route number 116 by phone, email and personal caller
between January 2011- most present date.

Please include correspondence removing any personal information
including any response sent to the complainant.

Yours faithfully,

Ms Patricia Hurn

FOI, Transport for London

Dear Ms Hurn

 

TfL Ref:          FOI-1971-1213

 

Thank you for your e-mail received by Transport for London (TfL) on 19
February 2013 clarifying your request for information about route 116.

 

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 20 March 2013.

 

In the meantime, if you would like to discuss this matter further, please
feel free to contact me.

 

Yours sincerely

 

Gemma Jacob

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

 

[1][TfL request email]

 

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FOI, Transport for London

3 Attachments

Dear Ms Hurn

 

TfL Ref:          FOI-1969-1213/FOI-1971-1213

 

Thank you for your e-mail received by Transport for London (TfL) on 19
February 2013 requesting information about routes H26 and 116.

 

Your request has been considered in accordance with the requirements of
the Freedom of Information Act and TfL’s information access policy. I can
confirm TfL does hold the information you require. You asked:

 

Could you please provide all correspondence relating to complaints about
bus route number 116 by phone, email and personal caller between January
2011- most present date.

 

Could you please provide all correspondence relating to complaints about
bus route number 116 by phone, email and personal caller between January
2011- most present date.

 

Please find attached the complaints relating to routes 116 and H26 from
January 2011 to 18 February 2013.

 

Please note that in accordance with TfL’s obligations under the Data
Protection Act 1998 (DPA) any personal data has been removed, as required
by section 40(2) of the FOI Act. This is because disclosure of this
personal data would be a breach of the DPA, specifically the first
principle of the DPA which requires all processing of personal data to be
fair and lawful. It would not be fair to disclose this personal
information when the individuals have no expectation it would be disclosed
and TfL has not satisfied one of the conditions of Schedule 2 of the Data
Protection Act which would make the processing ‘fair’.

 

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

 

Please see the attached information sheet for details of your right to
appeal.

 

Yours sincerely

 

Gemma Jacob

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

 

[1][TfL request email]

 

FOI-1969-1213

 

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