To ask the Secretary of State for Transport how much training Driver and Vehicle Licensing Agency call centre agents receive before answering calls; and when that training was last updated.

The Driver and Vehicle Licensing Agency call centre agents undertake an initial eight-week training programme following their induction. This consists of two weeks theory, followed by three weeks of fully monitored telephone work in the live environment. This is followed by an additional three weeks training in a dedicated coaching environment. This is in a ratio of three trainees to one coach, where they are formally assessed on a weekly basis to ensure they attain the set standard before joining an operational team.

A major review of the training programme was conducted in 2011 and it is continually updated to incorporate legislative and operational changes.