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How you can help your customer
Car park signage should be clear, conspicuous, and sufficient in number to inform the motorist about the terms and conditions that relate to a motorist’s obligations in order to park legally.
Staff should be encouraged to use discretion when adjudicating minor typographical errors before issuing a parking ticket
If you use technology like Automatic Number Plate Recognition (ANPR) should always ensure that systems are always in good working order, comply with reasonable standards of operation and are fit for purpose.
You must carry out appropriate checks of all technology used and should have protocols to identify the member of staff who carried out the check. In this way genuine mistakes and typographical errors made by the motorist cannot be mistaken for a technological error.
You are strongly advised to have a contact phone number on signage adjacent to parking kiosks to cover situations where a motorist has incorrectly entered their registration and need to resolve the issue without incurring a parking ticket.
How you can help your customer
Technology you use should be as user-friendly as possible and function effectively in any light conditions, especially after dark at outdoor parking kiosks or validation terminals.
Instructions should always be clear and easy to understand.
Avoiding situations where a motorist’s first key stroke reactivates a parking terminal from being in “sleep-mode”. This can result in a motorist not inputting the first character or digit of their vehicle registration which can lead to a parking ticket being issued for an incorrectly entered vehicle registration.
