Source · Select Committees · Public Accounts Committee
Recommendation 21
21
Accepted
Customers experiencing problems after notifying the DVLA of medical conditions have consistently been the main...
Recommendation
Customers experiencing problems after notifying the DVLA of medical conditions have consistently been the main source of complaints to the DVLA since 2018–19. In 2021–22, around 53% of all complaints to the DVLA were in this category, rising to 68% in the first half of 2022–23.42 We raised concerns that the DVLA’s pattern of providing worse service—in particular, much longer turnaround times—to customers with certain medical conditions might be an equalities issue and a potential case of discrimination against disabled applicants.43 The DVLA told us that straightforward medical conditions are generally closed much faster than applications from customers with complex or multiple medical conditions. The DVLA’s usual standard, which it is aiming to return to, is to process 90% of drivers’ medical applications within 90 working days. In our view, 90 working days is still too long for a customer to wait.44
Government Response Summary
The government states that the number of medical licensing cases has returned to normal levels, with many decisions made quickly, but the remaining delays are due to waiting for information from third parties like the NHS.
Government Response
Accepted
HM Government
Accepted
5.1 The government agrees with the Committee’s recommendation Recommendation implemented 5.2 The number of cases where a medical condition must be investigated before a licence can be issued have returned to normal levels. The DVLA made 240,000 medical licensing decisions within 20 working days in 2022-23, with more than 84,000 of those being made within one day of receipt. 5.3 The cases which take longest continue to be those where the DVLA is awaiting information from third parties, including the NHS. As of 12 April 2023, the DVLA was awaiting further information from the driver or NHS doctors/professionals in 57% of cases. The DVLA can take no further action on these cases until the information is received.