Driver and Vehicle Licensing Agency: Telephone Services

Department for Transport written question – answered on 9th March 2022.

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Photo of Lord Birt Lord Birt Crossbench

To ask Her Majesty's Government what estimate they have made of (1) the average wait time for callers to DVLA helplines, and (2) the number of callers on average each day who are cut off without a response.

Photo of Baroness Vere of Norbiton Baroness Vere of Norbiton Parliamentary Under-Secretary (Department for Transport)

The average wait time for callers to the Driver and Vehicle Licensing Agency to speak to an advisor for the week commencing 21 February was 13 minutes 14 seconds.

During the same week, the average number of callers each day who received a message saying all lines were busy and asking them to try again later was 32,214.

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