Oyster Card Helpline

S.A.Birch made this Freedom of Information request to Transport for London

The request was partially successful.

From: S.A.Birch

4 October 2010

Dear Transport for London,

I would like some information on the Oyster Card Helpline, whose
published number is 0845 330 9876:

1. What organisation answers calls? Are they answered by an
outsourced provider, or in-house by TfL?

2. Where are they answered? Please provide an address.

3. What is the landline telephone number(s), which begins with the
digits 01 or 02 to which the number 0845 330 9876 points?

Yours faithfully,

S.A.Birch

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From: Enquire (TfL)
Transport for London

5 October 2010


Attachment ATT60616 1.jpg
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Our Ref: TfL109681

Dear Mr Birch

Thank you for your email received by Transport for London (TfL) on 23
September.

You have requested the following information regarding the Oyster Help
Line:
1. What organisation answers calls? Are they answered by an outsourced
provider, or in-house by TfL?
2. Where are they answered? Please provide an address.
3. What is the landline telephone number(s), which begins with the digits
01 or 02 to which the number 0845 330 9876 points?

We will deal with your request as soon as possible and in any case provide
you with a response by 01 November.
In the meantime, if you have any queries or would like to discuss your
request, please do not hesitate to contact me.

Kind regards

Lee Hill

Customer Relations Officer

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D Cox left an annotation (19 October 2010)

Quote-marks This is a great question. I object to spending a long time at my expense reclaiming mischarges. A landline number would lessen the frustration of waiting by not adding the insult of paying to wait. I would quite like to know how much revenue is generated from the 0845 number, and the average charge per call.

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David Walters left an annotation (20 October 2010)

Quote-marks There might not be a geographic number that the 0845 number maps to. There isn't a technical requirement for a geographic number and some telcos don't bother building them if the customer doesn't specify it.

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From: Enquire (TfL)
Transport for London

29 October 2010

Our Ref: TfL109681

Dear Mr/Ms Birch

Thank you for your email received by Transport for London (TfL) on 4
October.

You have requested the following information regarding the Oyster Help
Line:

1. What organisation answers calls? Are they answered by an outsourced
provider, or in-house by TfL?
2. Where are they answered? Please provide an address.
3. What is the landline telephone number(s), which begins with the digits
01 or 02 to which the number 0845 330 9876 points?

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

For ease of reference I will address each question as outlined in your
request.

1. TfL has multiple contact centres which answer calls depending on the
customer and nature of the complaint, and the contact centre contracts
which are in place with internal and external contact centres. These are
namely Novacroft, Journeycall, Transport for London and Barclaycard
services.
2. The calls are answered at the following addresses:
Novacroft
Harvest Barn
Spring Hill
Harborough Road
Pitsford
Northamptonshire NN6 9AA

Journeycall Ltd
Laurencekirk Business Park
Laurencekirk
AB30 1AJ.

Transport for London
Floor 1
55 Broadway
LONDON
SW1H 0BD
Unfortunately we do not hold a specific address for where Barclaycard
services calls are answered.

3. TfL is not obliged to supply the information you have requested in this
part of your request, as it is subject to the following statutory
exemption to the right of access to information:

* Section 43(2) - Prejudice to Commercial Interests

TfL is applying the exemption to this part of your request because if the
internal 01, 02 numbers are distributed, in both these scenarios then
customers will be dialling the numbers directly. This will result in two
situations. Firstly the customer could dial an unmanned number and sit in
a queue which is not being serviced by any agents at that time. This will
subsequently raise further complaints. Secondly, our charging mechanism to
external suppliers will be impacted if customers call the numbers directly
and as a result, TfL could be made to pay suppliers more than we should.
It also opens a risk and potential for suppliers to call the numbers
themselves to increase their own revenue from TfL.

Additionally, for disaster recovery purposes, we switch the options to
dial out to completely different numbers. These are numbers which reside
within our Disaster recovery sites external to TfL. Disaster recovery can
be initiated for a number of security reasons. The disaster recovery
documentation alone is a secure document with restricted access only for
Operations Management and publication of the telephone numbers presents a
risk to our disaster recovery plans

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

Please see below an 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

Samantha Clarke-Jackman
Customer Service Manager - Group Customer Services

Your Right to Appeal

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request, you can ask us to conduct an internal review of our decision.

The internal review will be conducted by someone other than the person who
made the original decision, in accordance with the complaints procedure
published on our website at [1]www.tfl.gov.uk/foi

Requests for internal review should be addressed to:

Head of Information Access and Compliance
Floor 5, Windsor House
42 - 50
Victoria Street
London
SW1H 0TL

E-mail: [2][email address]

Complaints to the Information Commissioner

If, following the internal review, you remain dissatisfied with the way
TfL has handled your request, then you can take your complaint to:

Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

A complaint form is available on the Information Commissioner's Office
website at [3]www.ico.gov.uk

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