concessionary travel norfolk

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24/7 free travel to all disabled bus pass holders in Norfolk

10th Jan 2024

Norfolk County Council has announced that from 1 st February, all disabled concessionary travel pass holders who live in Norfolk, will be able to travel by bus for free 24 hours a day, seven days a week when travelling within the county.

This initiative means that more than 14,500 people across the county and their eligible companions will now be able to travel on any bus at any time across Norfolk free of charge.

Previously concessionary pass holders with a disability were only able to travel for free on buses off-peak (all day on Saturdays and Sundays but only from 09:30 Monday to Friday) except for those registered blind or visually impaired.

Piers Marlow, Managing Director of First East of England, said: “At First Bus, we welcome this fantastic initiative by Norfolk County Council to support the County’s disabled concessionary travellers.

“Being able to travel for free before 9.30am will mean that many commuting to work or education will no longer incur a cost, and will also offer more flexibility for leisure users.”

To read the press release from Norfolk County Council, please click here .

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• Norfolk County Council
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• Blue Badge and Concessionary Travel privacy notices

Concessionary Travel Service privacy notice

What this document is for.

This privacy notice provides details on how Norfolk County Council’s concessionary fares service uses your personal information for passes to residents who are above the qualifying age and disabled passes to applicants who meet the relevant qualifying criteria.

By ‘use’ we mean the various ways it may be processed, including storing and sharing the information.

Further details

We also provide the following details in our general privacy notice on our website :

• How long we use your information for
• Your rights under the UK General Data Protection Regulation (the GDPR) and
• How to exercise them 

You can also ask us for a copy of this information.

What we use your information for

We use your personal information to:

• process applications and replacement requests
• provide the concessionary fares service
• contact you about the concessionary fares service
• assess the quality of our services and evaluate and improve our policies and procedures

We may also use your information in other ways compatible with the above.

What personal data we collect and use about you

We collect and use:

• your name, address and date of birth
• your contact details
• proof that you live in Norfolk
• your photograph
• for age related passes - proof of your date of birth
• for disabled passes - proof of disability living allowance (if relevant)
• for disabled passes - proof of war pensioners’ mobility supplement (if relevant)
• for disabled passes - details of existing blue badge (if relevant)

We may also require proof of any disabilities and other health information. This information is classed as “special category data” under the GDPR. We may only collect these data when it is relevant and for the purposes described above.

The GDPR includes safeguards to protect the use of your special category data. Further details can be found on our website in the document named ‘ Special category data and criminal offences data policy ’ which sets out our procedures for compliance with the principles of the GDPR and the retention and erasure of this information. 

Who provides this information

We receive this information from you.

Who we share your information with

We may share your information across different departments of the County Council where it is necessary for our public tasks or functions to do so. In particular, we cross reference Blue Badge information with an application for a disabled pass if the evidence provided for seeking a disabled pass is the holding of a Blue Badge.

Your personal information may also be given to third parties contracted by the County Council to provide a service to the County Council. These service providers are known as data processors and have a legal obligation under GDPR and to the County Council to look after your personal information and only use it for providing that service. In particular, the County Council has entered into a contract with the national Unicard system as part of the English National Concessionary Travel Scheme and Euclid to provide concessionary travel passes.

How the law protects you and the legal basis for processing your information

We have legal grounds under the GDPR to process this information because it is necessary for the performance of a task carried out in the public interest and the task or function has a clear basis in law under the Transport Act 2000.

We have legal grounds to process (including share) special category data because it is necessary for reasons in the substantial public interest and in the exercise of a statutory function under the Transport Act 2000.

How long will we keep your personal information for

The Unicard system will keep the information electronically for 2 years after which time it will be securely deleted. We will also keep any paper documents for 6 months after which it will be securely destroyed.

How we keep your information

The information is stored electronically, on the County Council’s records management system, known as CRM and the national Unicard system as part of the English National Concessionary Travel Scheme. Additionally, information is securely stored in other mediums, including email accounts and in paper files. 

We do not process your information outside of the UK and European Economic Area. 

Automated decision making

We do not make automated decisions about you.

Changes to this notice

We may amend this privacy notice at any time so please review it frequently. The date below will be amended each time this notice is updated.

This notice was updated on 7 July 2022.

Using Your Disabled Travel Pass in Norfolk

If you live in Norfolk and are registered as blind or partially sighted you are eligible for a disabled travel pass with a blind or partially sighted enhancement from Norfolk County Council . This pass allows you to travel for free on buses at any time of the day across Norfolk.

You may also be entitled to a companion enhancement if you are eligible for a disabled pass, and are unable to walk to a bus stop, or get on or off a bus without assistance. The companion enhancement entitles the disabled pass holder to have one companion with them who can travel for free.

On Wednesday 17th August Radio Norfolk had Bob Shore on their breakfast show to talk about struggles he’s had using his disabled travel pass to regularly travel around Norfolk. Bob spoke about how some bus drivers have refused to allow him to travel completely free during peak times when he travels from Terrington St Clement to North Walsham to visit his brother. He says he has now resorted to carrying a letter of authority from Norfolk County Council which explains that he is entitled to this concessionary free travel 24/7. He also explained in the interview that there had been lots of embarrassing moments for him when trying to board buses before 9:30am and that he had to insist that the bus driver read his letter and looked more closely at his bus pass.

Issues like this could be due to a confusion on busses between a regular disabled travel pass and one with a blind or partially sighted enhancement. A disabled travel pass entitles you to free travel on all off-peak services (from 9:30am until the last bus of the day) Monday to Friday and at all times during weekends and Bank Holidays. However If you are making an application under the blind or partially sighted criteria, the blind or partially sighted enhancement will be added automatically. This enhancement allows for you to travel for free at all times, including before 9:30am on weekdays. This pass has a clock face at the top, indicating you can travel at any time. If you have a companion enhancement your pass will also have a C in the top right hand corner.

Thank you to Radio Norfolk and Bob for highlighting this issue.

We would like to know if any of you have had this issue trying to use your concessionary bus pass. Can you please share your experiences by calling 01603 573000 or emailing [email protected] .

Further Resources

• BBC Radio Norfolk Interview: Anna Perrott talks to Bob Shaw on the Breakfast Show. The interview starts at about 7:20am and there is a follow up with Claire from Bus Users UK about an hour later. https://www.bbc.co.uk/sounds/play/p0g391kj
• Information on Disabled Travel Pass (Norfolk County Council): https://www.norfolk.gov.uk/roads-and-transport/public-transport/buses/concessionary-travel-pass/disabled-travel-pass
• Blind or partially sighted enhancement (Norfolk County Council): https://www.norfolk.gov.uk/roads-and-transport/public-transport/buses/concessionary-travel-pass/disabled-travel-enhancements

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