Dial-A-Ride [4]

Meeting: 
MQT on 2009-11-18
Session date: 
November 18, 2009
Reference: 
2009/3329
Question By: 
Caroline Pidgeon
Organisation: 
Liberal Democrats
Asked Of: 
The Mayor

Question

TfL have recently written to all members of Dial-A-Ride highlighting supposed improvements to the service. The letter provides a feedback telephone number (020 7466 0251) which is at present unobtainable. What steps will you take to ensure that Dial-A-Ride users are given a telephone number that actually works ?

Answer

Answer for Dial-A-Ride [4]

Answer for Dial-A-Ride [4]

Answered By: 
The Mayor

Dial-a-Ride updated its telephone system on Monday 26 October. Its main call centre number - 0845 999 1 999 - remained unchanged. However a few 0207 numbers, including one of the numbers that customers can raise feedback on were changed on this date.

All 50,000 Dial-a-Ride registered members were sent by direct mail, in advance of this change, a new guide to the service detailing the new numbers including a new number through which they could raise any feedback. The guide contained the correct telephone number and is the main source that Dial-a-Ride members refer to in regards to the service.

An error in one telephone number in the covering letter accompanying the guide was unfortunately made, for which Dial-a-Ride apologises. The TfL website carried the incorrect telephone number for a few days, and this has now been corrected.

Dial-a-Ride took steps at the time of the change to ensure that customers would not be unduly inconvenienced by ensuring that the previous telephone numbers would continue to be in operation in parallel with the new. The previous feedback number (020 7 027 5823) has continued to be active since the change and connects callers to Dial-a-Ride Customer Services. It is intended for this number to remain active until the end of 2009, at which point a recorded message will be placed on it giving out the new number - 0207 446 0251. This recorded message will be in place until July 2010.