The complainant requested information held by Isle of Wight Council (the council) about its contracts with Civica UK Limited (Civica). The council provided some information and links to information about its contracts, but refused to comply with the remaining parts of the request under section 12 of FOIA, on the basis that the cost of compliance would exceed the appropriate limit. The Commissioner’s decision is that the council is entitled to rely on section 12(1) of FOIA to refuse to comply with the request. However, the Commissioner finds that the council breached section 16 of FOIA by failing to provide adequate advice and assistance. The Commissioner also finds that the council breached section 17(5) of FOIA because it did not issue its section 12 refusal notice within 20 working days. The Commissioner requires the council to provide the complainant with advice and assistance to help them refine the request so that it may be brought within the appropriate limit.