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:

Customer Promises and Measure of Achievement

We will provide a full response to enquiries quickly
We will respond to 90% of general enquiries within 10 working days.
We will provide a full response to complaints quickly.
We will respond to 90% of complaints within 10 working days.
We will respond to telephone calls promptly and endeavour to resolve all enquiries at the first call.
Our contact Centre will answer 70% of telephone calls within 30 seconds.
We will use reliable and accurate methods to measure customer satisfaction on a regular basis.
We will maintain the overall customer satisfaction of 90%.
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.
Our success in meeting this and the next three promises will be measured by our attainment and maintenance of Customer Service Excellence (CSE) accreditation.
Our staff are polite and professional towards customers at all times and understand our customer needs.
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.
We make particular efforts to identify hard-to reach and disadvantaged groups and individuals and have developed our services in response to their specific need. We have policies and procedures that support the right of all customers to expect excellent levels of service.

For further information contact our national enquiry line (0300 123 9000) or email: enquiries@vosa.gov.uk.

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: 29/01/2010