The car testing contract requires National Car Testing Service Limited, NCTS, to carry out testing to specified performance standards covering test integrity, quality assurance, premises, test equipment, staff, public information and customer service. As required by the contract, NCTS has a customer charter and operates a complaints and appeals procedure for dealing with customer complaints. The level of complaints is small relative to the volume of cars tested each year by the company. In 2003, some 961 complaints were received, representing less than 0.1% of all tests. Customer service is monitored by the supervision services contractor and consistently exceeds the contract performance index.
The national car test, NCT, was introduced in order to implement the requirements of EU Directive 96/96/EC relating to the roadworthiness testing of passenger cars. The directive specifies the items to be tested as part of a vehicle test. The NCT reflects both the requirements of the directive and those laid down in national regulations relating to the standards, which a vehicle must meet for use on a public road.
As part of my round of meetings with agencies in the areas under my aegis I intend to meet representatives of NCTS to discuss general issues and I will reflect on the complaints and appeals procedure. While I am conscious of concerns on certain matters, I believe they are minor in the overall context.