DSA aims to carry out all areas of its work in a fair, independent, polite and helpful way.

DSA judges its performance against agreed standards in its business plan. They are reviewed each year.

Customer promises

DSA has eight customer promises. They are:

1. we will provide a full response to enquiries quickly – we will respond to 90 per cent of general enquiries within ten working days
2. we will provide a full response to complaints quickly – we will respond to 90 per cent of complaints within ten working days.
3. we will respond to telephone calls promptly and endeavour to resolve all enquiries at the first call – we will answer 70 per cent of telephone calls within 30 seconds
4. we will use reliable and accurate methods to measure customer satisfaction on a regular basis
5. we provide our customers with information that is clear, accurate and complete – if we do not have all the information required, we will advise customers when they will receive the information they requested
6. our staff are polite and friendly to customers at all times and understand our customer needs
7. we make information about the full range of services we provide available to our customers and potential customers, including how and when people can contact us, how our services are run and who is in charge
8. we make particular efforts to identify hard-to-reach and disadvantaged groups and individuals and have developed our services in response to their specific needs – we have policies and procedures that support the right of all customers to expect excellent levels of service

Driving test availability

Availability of theory and practical test appointments:

• giving candidates an appointment at their preferred theory test centre – 95 per cent within two weeks of their preferred date
• making appointments available within nine weeks at car driving test centres – 90 per cent

Taking a theory test

Theory tests are usually available between 9am and 5pm, Monday to Friday. Tests are also available on weekday evenings between 6pm and 9pm, and on Saturdays (usually in the morning) at no extra cost. Depending on the demand, some centres may be open for only part of the day.

Taking a practical test

Practical tests are:

• usually available at all permanent test centres between 8am and 4.30pm, Monday to Friday (earlier and later tests are offered at some test centres)
• only provided at some centres when there is enough demand and it is economical to do so
• also provided on Saturdays, Sundays and weekday evenings at some test centres, but these will cost extra

Vocational tests are for candidates taking large goods vehicle (LGV) or passenger carrying vehicle (PCV) tests.