Since car testing commenced on 4 January 2000, the national car testing service, or NCTS, has had in place arrangements to handle complaints and appeals from customers on every aspect of the service. The NCTS is also required to achieve a composite customer satisfaction rating of at least 80% in annual customer satisfaction surveys. In addition, the NCTS has agreed to an independent appeals system to enhance transparency and provide additional assurances about customer service and the integrity of the test. The system has been operational in the greater Dublin area on a pilot basis for some months. The independent assessment of appeals is carried out by the Automobile Association and five appeals have been made to date. It is a matter for NCTS customers to initiate the process. However, a customer must have exhausted the internal complaints and appeals procedure operated by NCTS before making an appeal to the Automobile Association.
The system will be implemented for NCT test centres throughout the country. Implementation is on a non-statutory basis in the first instance and will be kept under regular review as to its operations and effectiveness. As part of the pilot stage an appeal was not subject to a fee. However, because of the potential costs of a countrywide system, customers who invoke the independent appeals system will be required to pay to the Automobile Association an appeal fee equivalent to the fee for a first test. Where the appeal is granted, the fee will be refunded to the appellant.