Capital Call: Unravelling Its Future and Your Data

For many years, Capital Call has served as a vital assisted transport service in London, providing a crucial supplement to the established Taxicard scheme. Designed specifically for individuals facing challenges with public transport, it aimed to bridge gaps in areas where accessible taxis were historically scarce. However, as London's transport landscape evolves, so too must its services. A significant consultation is currently underway regarding the future of Capital Call, with proposals to close the scheme and reallocate its resources to other essential assisted transport services, such as Dial-a-Ride and Taxicard. This article delves into the intricacies of Capital Call, its eligibility, the reasons behind its proposed closure, and crucially, how your personal information is managed throughout these changes.

Understanding Capital Call: A Retrospective Look

Capital Call was first introduced in 2003. Its primary objective was to augment the existing Taxicard service, which offers subsidised taxi and minicab journeys for Londoners with disabilities or mobility impairments. At its inception, Capital Call specifically targeted ten London boroughs that, at the time, experienced a notable shortage of available taxis. These boroughs were: Bexley, Ealing, Enfield, Haringey, Hillingdon, Hounslow, Lambeth, Lewisham, Merton, and Southwark. The service was a proactive measure to ensure that eligible individuals in these areas had reliable access to assisted transport, preventing them from being disadvantaged by geographical limitations in taxi availability.

Who Was Eligible for Capital Call?

Eligibility for Capital Call was quite specific. It was exclusively available to existing Taxicard members who had registered for the service before 2015. Furthermore, to qualify for Capital Call, these members needed to reside within one of the aforementioned ten London boroughs. This targeted approach ensured that the service directly addressed the identified need in those specific areas, providing an additional layer of support where it was most required.

The Proposed Closure: Why the Change?

Transport for London (TfL) has launched a consultation on the future of Capital Call, proposing its closure. This significant decision stems from several key developments that have reshaped London's transport infrastructure since Capital Call's inception in 2003. Over the past two decades, the availability of taxis across the capital, including within the previously underserved ten boroughs, has significantly improved and is now largely consistent across London.

Moreover, TfL asserts that both the Taxicard and Dial-a-Ride services now possess sufficient capacity to accommodate all journeys currently undertaken via Capital Call. This increased capacity across existing, well-established services means that the original justification for operating Capital Call as a supplementary service is no longer as pressing as it once was. By closing Capital Call, TfL aims to streamline its assisted transport offerings and reallocate valuable resources more efficiently.

Benefits of the Proposed Closure

TfL believes that the closure of Capital Call would yield several positive outcomes:

• No Impact on Users: TfL anticipates that current Capital Call users will experience no adverse impact, as all their journeys can be seamlessly absorbed by the Taxicard and Dial-a-Ride services. The ongoing consultation is crucial in gathering user feedback to confirm this and address any potential concerns.
• Fund Reallocation: The funds saved from operating Capital Call can be redirected into enhancing and further promoting other vital assisted transport services, particularly Dial-a-Ride and Taxicard. This means more investment in improving these services for a wider audience.
• Increased Awareness: The savings can also be utilised to raise greater awareness of Taxicard and Dial-a-Ride, ensuring that more people who could benefit from these services are aware of their existence and how to access them.

To facilitate a smooth transition, TfL plans to provide existing Capital Call members with comprehensive details on how to effectively utilise the existing Taxicard and Dial-a-Ride services. This support will include dedicated workshops and phone line assistance to address any concerns or issues that may arise during the transition period.

Making Your Voice Heard: Responding to the Consultation

The consultation on the future of Capital Call is an important opportunity for current users and interested parties to provide their feedback and insights. TfL is keen to understand how the proposed closure might affect individuals and to gather views that will inform their final decision. The consultation will remain open for six weeks, with a deadline of 6 August 2025.

How to Participate:

You can respond to the consultation through various channels:

• Online: Visit haveyoursay.tfl.gov.uk/capital-call to read more about the proposed changes and submit your response directly.
• Email: Send your feedback via email to [email protected].
• Post: Write to FREEPOST TFL HAVE YOUR SAY.
• Phone for Information: If you do not have an internet connection and wish to receive information about the consultation by post, you can call 020 3054 0898 and quote 'Capital Call' when leaving your message.

In-Person Drop-in Events:

TfL is also hosting in-person events where you can ask questions, view further information, and provide your thoughts and feedback directly. These events will take place at the Ground Floor, Palestra, 197 Blackfriars Road, London SE1 8NJ on the following dates:

• Saturday 12 July 2025, from 11:00 until 15:00
• Tuesday 22 July 2025, from 16:00 until 20:00

For any further questions regarding the consultation, you can email [email protected] or call 020 3054 0898, quoting 'Capital Call' when recording your message.

Your Personal Information and Capital Call: A Detailed Overview

Understanding how your personal information is used and protected is paramount, especially when dealing with services like Capital Call. Transport for London (TfL) has a clear policy regarding the collection, storage, and use of data related to Capital Call members. It's important to note that Capital Call is now closed to new members, and its data management has undergone a transition.

Originally, the Capital Call service was managed by Hackney Community Transport (HCT) until 1 July 2018. From 2 July 2018, TfL took over its management. During this transition, HCT contacted all Capital Call members in March and June 2018 to obtain their explicit consent to share their personal information with TfL, ensuring the continuity of their membership.

What Personal Information Does TfL Hold?

The personal information held by TfL for Capital Call members is comprehensive and includes details necessary for service provision and administration:

• Name, address, telephone numbers, and email address.
• Date of birth.
• Photograph.
• Vehicle or ride preferences.
• Information pertaining to your disability, health, or long-term condition (e.g., related to your mobility).
• Details about your mobility aids and any special travel requirements.
• Emergency contact details.
• Your Taxicard number, which also served as your Capital Call membership number.
• Dial-a-Ride membership ID.
• Communication preferences.
• Records of enquiries, complaints, or other correspondence from you.
• Records of journeys booked with Capital Call from 2 July 2018 onwards.
• Location information and any comments provided during ride bookings.

Additionally, if you telephoned the Capital Call customer contact centre, your call would have been recorded for training and quality assurance purposes.

Legal Basis for Using Your Information

Under robust data protection legislation, TfL is only permitted to use personal information if there is a proper reason or 'legal basis' to do so. For Capital Call, TfL relies on several legal grounds:

• Statutory and Public Functions: This forms a primary basis, allowing TfL to undertake activities that promote and encourage safe, integrated, efficient, and economic transport facilities and services, aligning with the Mayor's Transport Strategy.
• Consent: Where you have provided your explicit consent, for instance, if you asked the contact centre to resolve an issue or complaint on your behalf.

For 'special category personal data' (such as health, disability, or mobility information), additional legal grounds apply, depending on the circumstances:

• Where explicit consent has been given for a particular purpose.
• For the establishment, exercise, or defence of legal claims.
• Where it is necessary for equality of opportunity or treatment.

Obtaining and Utilising Your Information

The personal information held by TfL was primarily provided by you when you consented to HCT sharing it during the transfer process before 2 July 2018, or through any subsequent customer update forms. TfL, along with its authorised service providers, uses your personal information for a range of purposes including:

• Customer services and administration, including assessing and reviewing your eligibility for the Capital Call Service.
• The provision of door-to-door travel services.
• Customer research to improve services.
• Fraud prevention and detection.

Using Your Online Account (Dial-a-Ride App and Website)

In November 2023, TfL launched a new London Dial-a-Ride mobile app and website, designed to enhance accessibility, efficiency, and overall customer experience. If you created an online account via this platform and were a Capital Call member, the personal information collected includes your name, email address, mobile number, and wheelchair accessibility information.

• Location Information: If you granted permission, the London Dial-a-Ride app accesses your location data (e.g., latitude and longitude) to facilitate features like matching you with available drivers and tracking ride progress. This data is sourced from your device's operating system (Apple's or Google's Location Services).
• Personal Preferences: The app and website allow you to customise accessibility features or save favourite destinations and preferred pick-up/drop-off addresses for ride requests.
• Communication via the App: Metadata from communications between you and drivers, such as date, time, and phone numbers involved in calls made through the service provider, is collected.
• Device Information: Information about the devices and browsers used to access your online account (operating system, browser details, mobile device information) may be collected.
• Usage Information: Data on how you interact with the app and website is gathered, including user account transactions and automatically collected log data. This can include details about when and how you downloaded the app or created your account, access and login activity, preferences, transactions, and any alerts or communications sent in connection with your app usage.

Communication by Email or Text Message

If you signed up for an online account and provided your mobile number or email address, TfL may send you travel-related information via email or text message. These service messages are crucial for your travel arrangements and may include:

• Booking reminders and updates for upcoming trips.
• Immediate confirmation of trip bookings, amendments, or cancellations.
• Travel disruption alerts (service delays, itinerary changes).
• Estimated arrival times of drivers and any subsequent changes.
• Important updates or service announcements related to Dial-a-Ride.
• Changes to terms and conditions of travel.

You can manage your communication preferences via the London Dial-a-Ride mobile app or website, or by emailing Dial-a-Ride directly.

TfL may also send you information periodically about Capital Call or other Assisted Transport and public transport services operated by TfL or London Councils. This could include:

• Guidance on how to use Capital Call (while it's active).
• Availability of services during specific times (e.g., bank holidays).
• Other important updates or changes to Capital Call.
• Information about improvements to Dial-a-Ride, Taxicard, or mainstream bus services.
• Consultations regarding TfL's plans for accessible travel in London.

Length of Time Your Information is Kept

TfL maintains an electronic record of your personal information for as long as you remain a member of Capital Call. Once your membership ceases, your information will be retained for up to five years. This retention period serves several important purposes:

• To respond to any correspondence, concerns, or complaints you may have.
• To maintain records in accordance with applicable regulations and policies.
• To establish and defend any legal rights if necessary.

Any enquiries submitted to Capital Call via letter, telephone, or email are also retained electronically in line with TfL's information and records disposal policy.

Keeping Personal Information Secure

The privacy of customers is a top priority for TfL. A comprehensive suite of robust policies, processes, and both physical and technical measures are in place to control and safeguard access to, and use of, personal information associated with the management and operation of the Capital Call transport service. All personnel with access to personal information within TfL's systems are required to complete annual privacy and data protection training. TfL also provides guidance on steps you can take to protect your own personal information.

Automated Processing and Profiling

Data protection legislation mandates transparency regarding the use of automated systems for decision-making. In the context of Capital Call, TfL does not make decisions based solely on automated systems, databases, or computer applications. Occasionally, TfL may use aggregated or depersonalised Capital Call information for research and analysis, for example, to assess service usage or identify areas for future improvement in assisted travel options across London. Importantly, individuals will not be identifiable from this aggregated information.

Sharing Personal Information

TfL engages external service providers to assist with various aspects of the Capital Call service, including computerised booking and scheduling, customer satisfaction surveys, distribution of in-house information, and the provision of all journeys. Your personal information may be shared with these trusted providers under strict contractual safeguards.

If you wish for a third party (even a carer, partner, family member, or legal representative) to contact TfL on your behalf regarding your membership or use of Capital Call, TfL will only engage with them with your explicit permission.

Furthermore, personal information may be shared with other public bodies in specific circumstances:

• Local Authority: For safeguarding purposes.
• London Councils: Who operate the Taxicard and Freedom Pass Schemes, for the prevention and detection of fraud, and for monitoring and planning assisted transport provision across London. All such sharing adheres strictly to privacy and data protection legislation, with appropriate written agreements in place.
• Police and Law Enforcement: Disclosures to law enforcement agencies are permitted under data protection legislation in cases relating to the prevention or detection of crime and/or the apprehension or prosecution of offenders. Before any such disclosure, the police must demonstrate that the personal data will assist them. Each request is handled on a strict case-by-case basis to ensure legality and compliance with data protection legislation.

Overseas Processing

TfL and its service providers may process your personal information within the UK and in authorised countries, including those within the European Economic Area (EEA) and other countries recognised by the UK Government as providing equivalent protection for personal information. Any such processing is carried out in strict accordance with UK privacy legislation and with appropriate contractual safeguards implemented by TfL.

Your Information Rights

Under data protection legislation, you have several important rights concerning your personal information:

• Right to Access: You are entitled to request access to any personal information TfL holds about you.
• Right to Rectification: You have the right to question any information you believe is wrong or incomplete and request its correction.
• Right to Object/Erasure/Restriction: In certain circumstances, you can object to how TfL uses your information, or ask for it to be deleted or for its use to be restricted.
• Right to Data Portability: In some cases, you have the right to receive a copy of your information in a format that you can easily reuse.
• Right to Complain: You have the right to complain to TfL's Data Protection Officer and to the regulator, the Information Commissioner's Office (ICO).

If you use the London Dial-a-Ride mobile app and wish to delete your account, you can submit a request directly through the app's instructions.

Changes to This Page

TfL routinely updates its privacy statements. This page was last updated in November 2023 to incorporate details about the new Dial-a-Ride website and app. It is advisable to check back regularly for any revisions, as your continued use of the services implies acceptance of these updates.

Comparing Assisted Transport Services in London

To provide a clearer picture of the landscape of assisted transport in London, here's a comparison of Capital Call with its related services, Taxicard and Dial-a-Ride:

Frequently Asked Questions (FAQs)

Here are some common questions regarding Capital Call and its proposed changes:

Q: Is Capital Call still accepting new members?

A: No, Capital Call has been closed to new members since before TfL took over its management in July 2018.

Q: Why is TfL proposing to close Capital Call?

A: TfL is proposing to close Capital Call because the availability of taxis has improved across London, including in the ten boroughs Capital Call served. Additionally, Taxicard and Dial-a-Ride now have sufficient capacity to accommodate all journeys currently provided by Capital Call, making the supplementary service less essential.

Q: Will I still be able to get assisted transport if Capital Call closes?

A: TfL believes that all Capital Call trips can be absorbed by the existing Taxicard and Dial-a-Ride services. They plan to provide support to help members transition to these alternatives.

Q: How can I provide my feedback on the proposed closure?

A: You can respond online at haveyoursay.tfl.gov.uk/capital-call, by emailing [email protected], by post to FREEPOST TFL HAVE YOUR SAY, or by attending one of the in-person drop-in events in July 2025.

Q: What is the deadline for responding to the consultation?

A: The consultation will be open for six weeks, with responses accepted until 6 August 2025.

Q: What personal information does TfL hold about Capital Call members?

A: TfL holds information such as your name, address, contact details, date of birth, photograph, ride preferences, details about your disability/mobility, emergency contacts, Taxicard number, Dial-a-Ride ID, communication preferences, and records of your journeys and correspondence.

Q: How long does TfL keep my personal information?

A: TfL keeps an electronic record of your personal information for as long as you are a Capital Call member. After you stop being a member, your information is retained for up to five years for reasons such as responding to correspondence, maintaining records, and defending legal rights.

Q: Is my personal information shared with third parties?

A: Yes, personal information may be shared with external service providers for booking and scheduling, surveys, and journey provision. It may also be shared with your local authority for safeguarding, and with London Councils for fraud prevention and transport planning. Disclosures to police are made only in specific crime-related circumstances and with strict adherence to data protection laws.

Q: Can I access or request changes to my personal information held by TfL?

A: Yes, under data protection legislation, you have rights to access your data, question its accuracy, object to its use, request deletion or restriction, and receive a copy. You can also complain to TfL's Data Protection Officer or the Information Commissioner's Office.

Conclusion

The proposed closure of Capital Call marks a significant shift in London's assisted transport provision. While the service has played a crucial role for many years, the evolving landscape of taxi availability and the enhanced capacity of existing services like Taxicard and Dial-a-Ride have led TfL to propose a re-evaluation of its necessity. It is imperative for current Capital Call members and all interested parties to engage with the ongoing consultation, providing valuable feedback that will help shape the final decisions. Furthermore, understanding how your personal information is managed and your rights concerning that data is vital, ensuring transparency and trust in these essential public services. By participating in this consultation, you can help ensure that London's assisted transport services continue to meet the needs of all who rely on them.

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