The Ombudsman's final decision
Summary: We will not investigate this complaint about the Council’s parking payments policy. This is because there is not enough evidence of fault.
The complaint
Mr X complained about the Council’s parking payment policy which does not provide cash or card payment options at some locations.
Mr X said people without a smartphone are unable to pay through the mobile phone application and are being discriminated against. He wants the Council to install card payment facilities at parking meters.
The Ombudsman’s role and powers
We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse impact on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We do not start or continue an investigation if we decide there is not enough evidence of fault to justify investigating. (Local Government Act 1974, section 24A(6), as amended, section 34(B))
How I considered this complaint
I considered information provided by the complainant.
I considered the Ombudsman’s Assessment Code.
My assessment
We will not investigate this complaint. The Council completed an Equality Impact Assessment (EIA) which showed the Council considered the impact on older and disabled people. In the assessment the Council considered alternative methods of payment which do not require a smartphone or internet access. The Council explained to Mr X that people without a smartphone could pay for parking by telephone, text message or prepay from home. Therefore, there is not enough evidence of fault to justify our involvement.
Final decision
We will not investigate Mr X’s complaint because there is not enough evidence of fault.
Investigator's decision on behalf of the Ombudsman