TV License Fee Refund / Latest Customer Service Script's

Wayne Pearsall made this Freedom of Information request to British Broadcasting Corporation

This request has been closed to new correspondence. Contact us if you think it should be reopened.

The request was partially successful.

Dear British Broadcasting Corporation,

I am writing to you today with five requests for information.

I previously informed your team in September 2013 that I no longer required a TV License, as I was leaving the UK. I was subsequently told that I would require proof that I have left the UK before being issued with a refund of the six months payments upon my account / tv license.

I am now writing to request stored information.

1) I would like the release of your latest customer care assistant / customer service / helpline staff call scripts / responses (pre-planneed responses to customer queries) and training materials ETC.

1)a) If this script has changed since Sept 2013, please provide all amended versions.

2) Please provide me with any document (AKA Information) that you might hold (electronicaly or clerical) that might explain why a consumer would be required to provide the BBC / TV Licensing with "Proof" that they had left the UK to receive a refund. Obviously as a TV License is only required for those who use a TV to receive a live broadcase in the UK it appears clear that somebody would be entitled to a refund even if they had not left the UK.

3) Please provide me with the information you hold on how a person who previously purchased a TV License can request and actually receive a refund for the payments upon account. So far I have personally sent yourselves the signed declaration / form your team sent to me, a letter from my Landlord in Ireland stating I live in Ireland and still no refund has been issued.

4) Please provide me with the following statistical data:
a) How many people have telephoned your helpline or contacted your team via your website to request a refund
b) of the people who contacted yourselves (a) how many actually received a refund?
c) if (b) is lower than (c) please provide all recorded information that outlines the reason for this.

5) Please provide me with any document that provides your legal argument for only issuing a refund of unused quaters of a TV license, and not a pro-rata refund.

Yours faithfully,

Wayne Pearsall

FOI Enquiries, British Broadcasting Corporation

Dear Mr Pearsall,

Thank you for your request for information under the Freedom of Information Act 2000, as detailed in your email below. Your request was received on 1st December 2013. We will deal with your request as promptly as possible, and at the latest within 20 working days. If you have any queries about your request, please contact us at the address below.

The reference number for your request is RFI20131793.

Kind regards

The Information Policy & Compliance Team

BBC Freedom of Information
BC2 B6, Broadcast Centre
201 Wood Lane
London W12 7TP

www.bbc.co.uk/foi
Email: [BBC request email]

Tel: 020 8008 2882

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FOI Enquiries, British Broadcasting Corporation

2 Attachments

Dear Mr Pearsall

 

Please find attached the response to your request for information,
reference RFI20131793

 

 

Yours sincerely,

The Information Policy and Complaince Team

 

BBC Information Policy and Compliance

BC2B6, Broadcast Centre

201 Wood Lane

London W12 7TP, UK

 

Website: [1]www.bbc.co.uk/foi

Email: [2]mailto:[BBC request email]

Tel: 020 8008 2882

Fax: 020 8008 2398

 

 

 

 

 

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References

Visible links
1. http://www.bbc.co.uk/foi
2. mailto:[BBC request email]
3. http://www.bbc.co.uk/

Watchkeeper left an annotation ()

Naughty Mr Panesar! The Communications Act 2003 S365(3) states "The BBC are entitled, in such cases as they may determine, to make refunds of sums received by them by virtue of regulations under this section". Note that there is no mention of refunds of quarterly amounts, it's "sums received by them". So if the BBC receives sums for June to October which are no longer required, it should refund those sums i.e. 5 months' payments not 3. It's the "cases" the BBC determines, not the sums. The BBC is making up its own rules again. Guess in whose favour. Someone should mount a legal challenge.

Peter Jones left an annotation ()

Rupinder is a female name.
She's a lawyer... funny how they always employ lawyers to deal with queries by members of the public.

Wayne Pearsall left an annotation ()

hmm, Im lost, what exactly is the reason they cant release the requested information within the allowed timescale?... I don't care how long it'll take them to look through it... This is non of my concern.

And FYI, i've still not had my refund, and they claim i didnt send the letter back to them...

Dear FOI Enquiries,

RE: RFI20131793

First of all, thanks for the partial response. I appreciate the prompt response with information you are able to provide currently

However, Parts 1 and 1a of my request have not been satisfied. I am *not* requesting an internal review at present, as you state you are still looking into this request.

I do, however, have concerns about your proposed timescale for response. "we aim to send the response in the week ending 10th January 2014.".

By Law The (BBC) British Broadcasting Corporation / Yourselves as their agents, must respond promptly and no later than 3 January 2014.

If it is the case that you are required to extend the time, a full refusal notice will be required WITHIN the legally obligated timescale outlining the reasons for your failure to provide the requested information by 3/1/14.

Should you have problems with understanding the FOIA and its requirements, the ICO have a very detailed guidance manual on their website for your viewing: http://ico.org.uk/

Yours sincerely,

Wayne Pearsall

Watchkeeper left an annotation ()

Thank you for the correction, Mr Jones, which I take on board.

My apologies to Ms Panesar.

All I can say is that the Rupinder (not Panesar) I knew was male, as is this one:

https://www.facebook.com/rupinderspanesar

FOI Enquiries, British Broadcasting Corporation

Dear Mr Pearsall,

Freedom of Information request – RFI20131793

Thank you for your email, I do apologise for the continued delay in responding to the remainder of your request. By way of update, we are progressing through the steps necessary to respond to your request. We expect to be in a position to provide you with a response shortly.

I sincerely apologise for this delay and for any inconvenience this may cause you. I would like to take this opportunity to assure you that your request is a priority.

Yours sincerely

The Information Policy and Compliance Team

Information Policy and Compliance
Room BC2 B6 Broadcast Centre White City Wood Lane London W12 7TS
Tel: 020 8008 0183
Ext:80183

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Dear British Broadcasting Corporation,

Please pass this on to the person who conducts Freedom of Information reviews.

I am writing to request an internal review of British Broadcasting Corporation's handling of my FOI request 'TV License Fee Refund / Latest Customer Service Script's'.

RFI20131793

I am once again requesting an internal review for your breach of the foia.

A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.whatdotheyknow.com/request/t...

Yours faithfully,

Wayne Pearsall

FOI Enquiries, British Broadcasting Corporation

Dear Mr Pearsall,

We have received your request for an internal review relating to RFI20131793. The information you requested was about TV License Fee refund.  Your request for an internal review was received 13 January 2014.  We shall deal with the review as promptly as possible and, at the latest, within 30 working days.  If you have any queries please contact us at the address below.

The reference number for your internal review is IR2014003

BBC Information Policy and Compliance    
BC2B6, Broadcast Centre
201 Wood Lane,
London, W12 7TP

Website: www.bbc.co.uk/foi/
Email: [BBC request email]
Tel: 020 8008 2883
Fax: 020 8008 2398

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Dear British Broadcasting Corporation,

Please pass this on to the person who conducts Freedom of Information reviews.

I am writing to request an internal review of British Broadcasting Corporation's handling of my FOI request 'TV License Fee Refund / Latest Customer Service

chapter 5 of the ico guidelines States all internal reviews should be concluded within 20 working days. .. despite the bbc believing it is a law unto itself let me remind you that you are not. ...

The response is late. I expect it issuing asap as per the act.

A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.whatdotheyknow.com/request/t...

Yours faithfully,

Wayne Pearsall

Dear FOI Enquiries,

Considering that a solicitor responded partially to my request. I would assume I would of got the information by now to request

Yours sincerely,
RFI20131793

Wayne Pearsall

FOI Enquiries, British Broadcasting Corporation

2 Attachments

Dear Mr Pearsall

 

Please find attached the response to the remainder of your request for
information, reference RFI20131793

 

 

Yours sincerely,

The Information Policy and Complaince Team

 

BBC Information Policy and Compliance

BC2B6, Broadcast Centre

201 Wood Lane

London W12 7TP, UK

 

Website: [1]www.bbc.co.uk/foi

Email: [2]mailto:[BBC request email]

Tel: 020 8008 2882

Fax: 020 8008 2398

 

 

 

 

 

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References

Visible links
1. http://www.bbc.co.uk/foi
2. mailto:[BBC request email]
3. http://www.bbc.co.uk/

Dear FOI Enquiries,

RFI20131793

There are two ways to do this:
1. If it is the same day that the refund was generated, telephone Client Accounts on [detail removed – internal use only] (do not give these telephone numbers to the customer) and explain the situation and what your customer requires (please do not transfer calls to these numbers).

This response is not sufficient. I expect FULL release of ALL recorded information that I requested.

The example above is ONE of these pieces of information that you have withheld.

You have 20 working days to comply with this internal review request. At which point I will pass my complaint onto the ICO.

Yours sincerely,

Wayne Pearsall

Dear FOI Enquiries,

RFI20131793

... Still waiting for internal review

Yours sincerely,

Wayne Pearsall

FOI Enquiries, British Broadcasting Corporation

1 Attachment

Dear Mr Pearsall

Please see a copy of our internal review attached. We sincerely apologise for the lateness of this internal review and for any inconvenience that this has caused.

Yours sincerely

BBC Information Policy and Compliance
Room BC2 B6, Broadcast Centre
201 Wood Lane
London W12 7TP, UK

Website: www.bbc.co.uk/foi
Email: [BBC request email]
Tel: 020 8008 2882
Fax: 020 8008 2398

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