Congestion Charge Call Centre

Meeting: 
MQT on 2003-05-21
Session date: 
May 21, 2003
Reference: 
2003/0984
Question By: 
Angie Bray
Organisation: 
GLA Conservatives
Asked Of: 
The Mayor

Question

Given anecdotal evidence regarding people encountering administrative problems regarding the congestion charge, what steps are being taken to improve the call centres service and to address the problems of incorrect penalty fines being distributed?

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Answer

Answer for Congestion Charge Call Centre

Answer for Congestion Charge Call Centre

Answered By: 
The Mayor

The Call Centre is subject to TfL monitoring designed to improve the level of service provided to customers. Problems identified by the monitoring are brought to Capita's attention so they can deal with the issues identified. Steps take to improve the call centre service and address PCN issues are:· - In the call centre Capita have introduced additional checks to verify the vehicle registration mark (VRMs) provided by the customer, and to ensure that customers are aware of the option to obtain receipts.· - Steps have also been taken in the retail outlets to ensure that the correct VRM and dates are entered.· - Any mistakes identified to the call centre or in the representation stages have been corrected elsewhere in the system including other PCNs and in the discount registration area.A further round of public information has taken place focussing on reducing customer errors (wrong data, wrong VRM) and reinforcing the message "pay the charge or you will get a PCN, and if you get a PCN then pay quickly". .