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Home > Corporate policies and standards > VOSA standards of service
VOSA standards of service
Standards of Service for the MOT Scheme
Standards of Service for Vehicle Testing
Standards of Service for Enforcement
Standards of service for Licensing
The Government is committed to delivering good quality, convenient and
responsive services that are co-ordinated, use modern methods and new
technology. Services that focus on the customer and give help to those most
in need of it fairly and effectively.
VOSA endeavours to meet these aims and exceed any expectations.
Standards of Service for the MOT Scheme
In our administration of the MOT Scheme we aim to:
apply enforcement standards correctly and fairly and provide timely
and reliable advice wherever it is sought;
notify appointments to visit proposed testing premises within 5
working days of receipt of a fully completed and correct application;
provide a nominated tester training course, or assessment exam
within 20 working days of receipt of a fully completed and correct
application;
determine 95% of appeals within 5 weeks of receipt of full written
representations by the due date against the withdrawal of authorised
examiner, nominated tester, designated council or designated council
inspector status and against intentions to refuse applications for the
above
see our latest MOT service level agreement Adobe PDF Document and
MOT Memorandum of agreement Adobe PDF Document
Standards of Service for Vehicle Testing
Vehicle Test Stations (which undertake lorry, bus and coach tests) aim to:
offer an annual test appointment within 15 working days of the
request (where the test is required within that period) at least 95% of the
time at all full time stations throughout the year
complete 90% of all tests within 90 minutes of the test appointment
time this will not apply if a vehicle is late for its test appointment
provide all drivers with relevant documentation at the end of the
test (e.g.: roller brake test printout, smoke meter printout written
details of failure items) and offer an explanation about the information
contained in the documentation
conduct prohibition clearance inspections within 3 working days of a
requested date;
conduct tests to our published standards.
Please also see our latest Service Level Agreement Adobe PDF Document
Standards of Service for Enforcement
Our Enforcement Officers aim to:
apply enforcement standards correctly and fairly
avoid delaying vehicles by more than one hour at road checks;
keep delays at road checks to buses and coaches carrying passengers
to a minimum by beginning inspections within 15 minutes and releasing
vehicles within 30 minutes of being stopped Note: where prohibitions of
further movement of the vehicle are issued or drivers cautioned for
offences, longer delays may be necessary but these will be kept to a
minimum;
remove prohibitions immediately if the cause has been put right
whilst a VOSA examiner is still on site, provided the examiner has no
reason to think that the vehicle is unfit for service;
carry out all overloading prohibition clearance examinations within
24 hours of the request being received; A copy of any prohibition will be
sent to the vehicle operator within 5 working days
issue an exemption to a prohibition (where appropriate) to allow
limited safe use of the vehicle subject to specified conditions; and,
advise as soon as possible following any investigation whether any
further action will be taken and if so what that action is likely to be .
Please also see our latest Service Level Agreement (Enforcement) Adobe PDF Document
Standards of service for Licensing
Licensing and compliance staff aim to:
determine 85% of goods and PSV applications unopposed and not
requiring a public inquiry within 9 weeks of the date of receipt of the
application and the required fee in the Traffic Area Office
Determine 85% of goods and PSV licence applications opposed or
requiring a public inquiry within 20 weeks of the date of receipt of the
application and the required fee in the Traffic Area Office.
Determine 85 % of applications for a major change to a goods or PSV
operators licence - opposed or requiring a public inquiry within 20 weeks
of the date of receipt of the application and the required fee.
Send licence documentation and vehicle discs to 95% of goods and PSV
operators who apply to continue their operators licence within 5 working
days of receipt of the correct fee
Determine 95% of complete applications to register, vary or cancel
local bus service registrations within 5 working days of receipt of the
application and any required fee
Additional Information
For additional information, please go to our Corporate policies and
standardssection, or alternatively download our leaflet The Service We Give
You Adobe PDF Document
Service Level Agreement Adobe PDF Document
Copy of the vehicle testing SLA's revised and agreed in February 2008.
Service Level Agreement (Enforcement) Adobe PDF Document
Copy of the Enforcement SLA's revised and agreed in February 2008.
Service Level Agreement (Traffic Commissioners) Adobe PDF Document
Copy of the Traffic Commissioners SLA's agreed in August 2008.
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News
07-09-09 Drivers warned not to fall for CPC exemption card scam
The Vehicle Operator Service Agency and the Driving Standards Agency are
advising drivers that they do not need to buy a card to prove they are
exempt from Certificate of Professional Competence (CPC) regulations.
07-09-09 Fixed penalties 1st quarter results
Figures collated by the Vehicle and Operator Services Agency reveal that
11,000 fixed penalty notices have already been issued for a range of
traffic offences with over 800 vehicles being immobilised.
28-08-09 VOSA deploys new motorway task force for Cheshire
The Vehicle and Operator Services Agency (VOSA) has teamed up with The
Highways Agency and Cheshire Police, to form part of a new road safety task
force on the M6 corridor in Cheshire. img
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