FOI release

Dart Charge equality impact assessments and compliance with Equality Act 2010

Case reference FOI2026/01213

Received 27 July 2026

Published 11 October 2026

Request

Please provide me with copies of your equality impact assessments, details on how your systems accommodate people with such difficulties, and an explanation of how they align with the Equality Act 2010 and its provisions for protected characteristics.

Response

Equality considerations were assessed as part of the assurance processes required under the Government Digital Service (GDS) and Central Digital and Data Office (CDDO) service standards. These include accessibility, inclusive design, and compliance with the Public Sector Equality Duty. This is an iterative process and forms part of the service’s ongoing assessment rather than a single, standalone document.

https://www.gov.uk/service-standard-reports/pay-for-the-dartford-crossing-dartcharge

Additional information about Dart Charge

Making It Easy to Pay Dart Charge

To support customers and reduce the risk of missed payments, we offer a range of convenient payment options, including the ability to pay up to 12 months in advance.

Customers can pay online, over the phone, by cheque or postal order (by post) or in cash at any Payzone outlet.

Pre-pay and Pay-As-You-Go (PAYG) accounts are also available, and may be particularly helpful for customers who are concerned about forgetting to pay. For PAYG account holders, charges are automatically deducted when the crossing is used during charging hours. More information about Dart Charge account options is available on our website.

Our approach to vulnerability

Our staff are trained to sensitively assess vulnerability and determine when a customer requires support, ensuring the highest standards of care and customer service are provided.

At National Highways, we take our responsibilities seriously. Identifying vulnerability at the earliest opportunity allows us to provide tailored support, adopt compassionate solutions, and ensure fair outcomes for those who may be at greater risk.

Advocacy Service

If you require support to communicate with us, you’re welcome to access an independent advocacy service provided by POhWER. This is a free and confidential service designed to help you express your views and ensure your voice is heard. You can find out more about the advocacy service and how to access it by clicking here.

Documents

There are no documents for this release.

This is National Highways' response to a freedom of information (FOI) or environmental information regulations (EIR) request.

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