Congestion Charging

Plenary on 2004-01-14
Session date: 
January 14, 2004
Question By: 
Len Duvall OBE
Labour Group
Asked Of: 
Ken Livingstone


Have officers been set clear guidance and standards in providing helpful and accurate advice to customers who appeal against Congestion Charge Penalty Fines? Are you happy that the appeals procedure is running as smoothly and as well as you would like? .


Answer for Congestion Charging

Answer for Congestion Charging

Answered By: 
Ken Livingstone

Congestion Charging staff and TfL's contractor Capita have been given clear guidance in providing the necessary advice to customers who appeal against Congestion Charge penalty notices. The process for making representations and appeals is clearly specified in the Government's Congestion Charging regulations. They are also identical to well-established processes applied to parking and bus lane offences in London.

The representation and appeal application process defines the grounds on which the vehicle keeper can make a representation or appeal. If a representation is rejected a notice of appeal form is attached with the notice of rejection, so a customer may appeal to the independent parking and traffic appeals service if they so wish.

Queries can be raised with the call centre staff if customers have further questions. Should a customer service representative be unable to assist with an inquiry, then a clear escalation policy and procedure is in place. .