Complaints Details for 463 Bus Service 2009-2011

The request was partially successful.

Richard Thurbon

Dear Transport for London,

Could you please provide all correspondence relating complaints
about bus route number 463 by phone, email and personal caller between January 2009-April 2011?

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

Yours faithfully,

Richard Thurbon

FOI, Transport for London

Our Ref: FOI-0162-1112

Date: 13.05.2011

Dear Mr Thurbon

Thank you for your e-mail received by Transport for London (TfL) on 12 May
2011 asking for correspondence relating to complaints made about the 463
bus route between January 2009 and April 2011.

Your request will be processed in accordance with TfL's Freedom of
Information Act 2000 procedure and a response will be provided to you by
10 June 2011 in accordance with the Act.

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

Corporate Governance Directorate

General Counsel

Transport for London

[1][TfL request email]

From: Richard Thurbon [mailto:[FOI #71342 email]]
Sent: 12 May 2011 14:30
To: FOI
Subject: Freedom of Information request - Complaints Details for 463 Bus
Service 2009-2011

Dear Transport for London,

Could you please provide all correspondence relating complaints

about bus route number 463 by phone, email and personal caller

between January 2009-April 2011?

Please include correspondence removing any personal information

including any response sent to the complainant?

Yours faithfully,

Richard Thurbon

-------------------------------------------------------------------

Disclaimer: This message and any reply that you make will be

published on the internet. Our privacy and copyright policies:

http://www.whatdotheyknow.com/help/offic...

Please use this email address for all replies to this request:

[FOI #71342 email]

Is [TfL request email] the wrong address for Freedom of Information

requests to Transport for London? If so please contact us using

this form:

http://www.whatdotheyknow.com/help/contact

If you find WhatDoTheyKnow useful as an FOI officer, please ask

your web manager to suggest us on your organisation's FOI page.

-------------------------------------------------------------------

References

Visible links
1. mailto:[TfL request email]

FOI, Transport for London

1 Attachment

Our Ref: FOI-0162-1112

Date: 10.06.2011

Dear Mr Thurbon

Thank you for your e-mail received by Transport for London (TfL) on 12 May
2011 asking for correspondence relating to complaints made about the 463
bus route between January 2009 and April 2011.

Your request has been considered under the requirements of the Freedom of
Information Act 2000 and I can confirm that TfL holds the information you
require.

Unfortunately, to provide the information you have requested 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 £712.50 to provide a response to
your current request. This is because it is estimated that it would take
four working days (28.5 hours) to retrieve, assess and compile the
information you have requested from the system which holds the
correspondence TfL receives on the bus network.

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, you may wish to focus your request by being more specific about
the particular information you wish to obtain and limiting it, for
instance, to one department.

Please note that we will not be taking further action until we receive
your revised request.

In the meantime, if you have any queries or would like to discuss 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.'

Yours sincerely

Gemma Jacob

FOI Case Officer

FOI Case Management Team

Corporate Governance Directorate

General Counsel

Transport for London

[1][TfL request email]

From: Richard Thurbon [mailto:[FOI #71342 email]]
Sent: 12 May 2011 14:30
To: FOI
Subject: Freedom of Information request - Complaints Details for 463 Bus
Service 2009-2011

Dear Transport for London,

Could you please provide all correspondence relating complaints

about bus route number 463 by phone, email and personal caller

between January 2009-April 2011?

Please include correspondence removing any personal information

including any response sent to the complainant?

Yours faithfully,

Richard Thurbon

-------------------------------------------------------------------

Disclaimer: This message and any reply that you make will be

published on the internet. Our privacy and copyright policies:

http://www.whatdotheyknow.com/help/offic...

Please use this email address for all replies to this request:

[FOI #71342 email]

Is [TfL request email] the wrong address for Freedom of Information

requests to Transport for London? If so please contact us using

this form:

http://www.whatdotheyknow.com/help/contact

If you find WhatDoTheyKnow useful as an FOI officer, please ask

your web manager to suggest us on your organisation's FOI page.

-------------------------------------------------------------------

References

Visible links
1. mailto:[TfL request email]

Richard Thurbon

Dear Gemma Jacob,

Thank you for your letter and explaination.

Therefore, I would like to amend my request to make the request more focused.

Please could I request details of the complaints on the 463 bus service between January 2010 - June 2011 relating to the subject "Performance" in the format of complaint and response with personal details removed.

Yours sincerely,

Richard Thurbon

FOI, Transport for London

Dear Mr Thurbon

TfL Ref:          FOI-0353-1112

Thank you for your e-mail received by Transport for London (TfL) on 21
June 2011 asking for correspondence relating to complaints made about the
463 bus route between January 2010 and June 2011.

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 July 2011.

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

Corporate Governance Directorate

General Counsel

Transport for London

[1][TfL request email]

show quoted sections

FOI, Transport for London

3 Attachments

Dear Mr Thurbon

TfL Ref: FOI-0353-1112

Thank you for your e-mail received by Transport for London (TfL) on 21
June 2011 asking for correspondence relating to complaints made about the
route 463 bus service between January 2010 and June 2011.

Your request has been considered in accordance with the requirements of
the Freedom of Information Act 2000 and TfL's information access policy. I
can confirm that TfL holds the information you require. You asked for:

Details of the complaints on the 463 bus service between January 2010 -
June 2011 relating to the subject "Performance" in the format of complaint
and response with personal details removed.

Please find the requested information attached. Some of the information
you have requested has been redacted from the attached email exchanges
because it is personal data and exempt from disclosure under Section 40(2)
of the FOI Act, as disclosure would be a breach of the first principle of
the Data Protection Act 1998, which requires all processing of personal
data to be `fair and lawful.'  In this case disclosure would be
`unfair' as the individuals concerned have a legitimate expectation that
their contact details will not be made public.

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

Corporate Governance Directorate

General Counsel

Transport for London

[1][TfL request email]

show quoted sections

Looking for an EU Authority?

You can request documents directly from EU Institutions at our sister site AskTheEU.org . Find out more .

AskTheEU.org