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Driver and Vehicle Licensing Agency

Volume 453: debated on Monday 27 November 2006

To ask the Secretary of State for Transport what the estimated income to the Driver and Vehicle Licensing Agency from fees for providing replacement registration certificates (V5C) was in (a) 2005-06 and (b) 2006-07. (102488)

The income, which is derived from fees for providing replacement registration certificates (V5C) for 2005-06 was £14.7 million and the forecasted income for 2006-07 is £13.5 million.

To ask the Secretary of State for Transport what targets the Driver and Vehicle Licensing Authority (DVLA) has for responding to complaints; and how many complaints received by (a) telephone, (b) letter and (c) electronic mail the DVLA responded to within those target times in each year since 1997, broken down by type of complaint. (102655)

DVLA has two internal targets for responding to complaints. These are:

1. To acknowledge all complaints within one working day; and

2. To provide a substantive response to all complaints within 10 working days.

Information on how the complaints were received is not available.

The following table shows how many complaints were received and how the DVLA performed against each target in the years requested.

1997-98

1998-99

1999-00

2000-01

2001-02

Category—complaints received

Drivers (including Drivers Medical)

250

384

908

597

553

Vehicles

913

1,173

1,101

983

2,115

Telephone Service

198

134

157

137

142

Processing Procedures

5

6

18

322

212

Other

102

119

195

398

570

Total

1,468

1,816

2,379

2,437

3,592

Numbers and percentage responded within target1

Target 1

Number

1,458

1,816

2,379

2,437

3,592

Percentage

99.3

100

100

100

100

Target 2

Number

1,449

1,765

2,303

2,240

3,467

Percentage

98.7

97.2

96.8

91.9

96.5

Category

2002-03

2003-04

2004-05

2005-06

Complaints received

Drivers (including Drivers Medical)

684

1,028

812

679

Vehicles

1,747

2,357

2,560

1,813

Telephone Service

122

119

111

67

Processing Procedures

236

331

614

407

Other

600

741

680

1,567

Total

3,389

4,576

4,777

4,490

Numbers and percentage responded within target1

Target 1

Number

3,389

4,576

4,777

4,490

Percentage

100

100

100

100

Target 2

Number

3,295

4,458

4,663

3,529

Percentage

97.2

97.4

97.6

78.6

1 Totals only available