Motorists are set
for improvements in customer service from garages under a package
of transparency and value-for-money measures unveiled today by
Transport Secretary Justine Greening.
An evaluation of existing MOT test standards and frequency took
account of the views and evidence offered by a wide range of organisations.
In particular, it considered data from Department for Transport
executive agency VOSA (Vehicle and Operator Services Agency)
showing that more than a quarter (27.7%) of vehicles tested in
2010-2011 had one or more car defects that were either missed by
MOT test centres or incorrectly assessed.
The VOSA data also showed that the roadworthiness of one-in-eight
cars (12.4%) was being incorrectly assessed by MOT test centres.
As a result, the Government will work with industry, motoring
organisations and consumer groups to focus on the reliability and
standards of garages. The Government has decided to:
· Retain the existing rules on MOT test frequency since the
evidence shows that vehicle defects are being missed and
roadworthiness mis-assessed.
· Shine a light on the performance of MOT testing stations by
releasing hitherto unpublished VOSA survey data on whether the
sector is complying with test standards. This is published today.
· Work with motoring organisations to find out what problems
motorists experience and enable them to share examples of good
customer service – in particular to find ways to make it easier
for customers to give feedback on their experiences of garages in
a way that others can see – potentially in the manner of existing
online hotel and restaurant review websites.
· Encourage the take up of industry codes of practice – and
expand them to include MOT testing – so that customers can find
garages signed up to schemes delivering the highest standards and
take action if they have not received the service they expect.
· Help motorists to spot “clocked” second hand vehicles, by
changing MOT certificates so that they carry the last three years’
mileage information as well as the mileage on the day of the test,
and encourage car buyers to check full MOT histories using the
online MOT database.
· Arrange “mystery shopper” tests to help improve performance in
addition to those already carried out by VOSA.
Justine Greening said:
“Our garages are crucial to ensuring that Britain’s roads
continue to be among the safest in the world. Most are doing good
work but the latest data shows that there is room for improvement.
"I want each motorist to be confident that a visit to
the garage ends with their car repaired to a high standard by
reputable mechanics rather than uncertainty about cost and the
quality of service.
“Giving drivers the very best information about garage
performance is absolutely key to achieving this goal. It means
that responsible garages will be well placed to reap the
commercial benefits of transparency. Garages where performance is
not up to scratch will find themselves under pressure to do more
for their customers.”
Notes to Editors
1. There are 35 million MOT tests conducted at 21,000 authorised
premises across Great Britain every year. The cost to motorists of
the test alone is around £1.5bn. 2. The garage sector is regulated
in several ways. The sector has to comply with business laws and
consumer protection legislation. The MOT scheme is regulated by
VOSA, an agency of the Department for Transport. 3.
Self-regulation has an important role to play also. For example,
over 6500 garages self-regulate their customer service through the
Motor Codes Ltd Code on Service and Repair which has full approval
status under the OFT Approved Codes System. And nearly 1000
garages have been accredited with the BSI Kitemark scheme for
automotive services.4. The VOSA compliance survey data can be
found here: http://www.vosa.gov.uk/fleet-compliance-survey and
vehicle owners can check their vehicles’ MOT status and history
here:
http://www.direct.gov.uk/en/Motoring/OwningAVehicle/Mot/DG_10020539
Contacts:
DfT Press Office - Roads
Phone: DfT Press Office 020 7944 3066
nds.dft@coi.gsi.gov.uk