§ Mr. DonohoeTo ask the Secretary of State for Transport if he will list(a) the customer charters which are currently in use within his Department and its executive agencies and (b) the charters Which have been withdrawn. [32826]
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§ Mr. NorrisThe central transport group of the Department of Transport has published a leaflet entitled "Serving the Public", which sets out the standards of service for answering correspondence, responding to telephone inquiries and handling complaints. The Highways Agency publishes its standards of service in the road users charter. Each of the Department's other executive agencies—DVLA, the Vehicle Inspectorate, and the Driving Standards, Coastguard, Marine Safety and Vehicle Certification Agencies—publishes its service standards in customer service guides, dedicated charter standard statements or codes of practice for its business customers.
Several of these charter documents have been revised and updated; none has been withdrawn.