Congestion charging payments: retail outlets

Meeting: 
MQT on 2009-11-18
Session date: 
November 18, 2009
Reference: 
2009/3322
Question By: 
Caroline Pidgeon
Organisation: 
Liberal Democrats
Asked Of: 
The Mayor

Question

TfL/Mayor of London advertisements about paying the congestion charge advise the public to phone 0845 900 1234. However, advisers on the phone cannot give callers the location of their nearest retail outlet and refer them to the website locator. Not every caller has internet access. Would it be possible to arrange for call staff to give callers retail locations over the phone ?

Answer

Answer for Congestion charging payments: retail outlets

Answer for Congestion charging payments: retail outlets

Answered By: 
The Mayor

All TfL's call centre agents have access to information showing the nearest retail outlet to any address in the UK. TfL have reminded all staff that they should provide this information directly to customers.

As you may be aware, on 31 October 2009 the Congestion Charging retail network service provider changed from PayPoint to Epay. Epay was awarded the contract following a competitive procurement process. Epay has a network of almost 7,000 outlets nationwide and offers improved coverage in the critical central London area. The move to Epay is part of a wide ranging programme that is delivering significant savings and will substantially enhance the service for drivers who pay the charge.