Corporate service standards

The Vehicle Operator and Services Agency’s (VOSA) aim is to meet its obligations under the Service First initiative. It does this, by delivering improved services to the consumer through working to a series of standards that are included as part of its Annual Report.

These set out responsibilities, standards of operational performance and standards of general behaviour towards consumers. We aim to:

answer your letters clearly and accurately within 15 working days
see you within 10 minutes of any appointment time you have made at our offices
provide you with information about VOSA services. If this cannot be done immediately, we will refer you to our national enquiry line (0870 6060 440) who will put you in touch with someone who can help you
answer your telephone calls to our national enquiry line within 5 rings, and deal with your query as quickly and helpfully as possible.
have a complaints procedure for the services we provide
consult you regularly about our services and report on results
ensure that we make our services easily accessible to everyone

We expect our staff to provide the best service that they can. They will:

be courteous, helpful and give a polite and efficient service at all times
identify themselves, their organisation, provide contact details and explain what they are doing.
give clear professional advice and information
keep delays to a minimum, and explain any delays as they might occur.
do their best to help you overcome any difficulties that you may encounter

Page last updated: 02/10/2006