NCT firm expected to hold contract after mid-term review

A mid-term review of the performance by the company providing the National Car Test (NCT) is expected to recommend the firm complete its 10-year contract.

PricewaterhouseCoopers was commissioned to carry out the appraisal of the car test and customer service levels at test centres by the Department of Transport. Department officials are due to meet PwC to discuss a draft of the report next week.

Speaking on radio last week, Minister of State at the Department of Transport, Ivor Callely, said he expected to have the final report on his desk in the first week of September. Any changes to the car test would be announced by early October, he said.

The consultants organised six public meetings in May to measure public attitudes to the test. Motorists were asked to comment on issues such as the content and requirements of the tests and location of centres.

The test is provided under contract by National Car Testing Service, a member of the SGS Group. More than 550,000 cars are tested each year at a cost of €49 per test. A retest costs €27.50, although this is refunded if an appeal is successful. As part of its contract, the company is obliged to meet performance standards on waiting times, customer satisfaction and test integrity in its 43 centres.

The review is expected to make recommendations aimed at reducing complaints, particularly from motorists who have had their vehicles serviced but have still failed the test.

One measure to deal with complaints has already been introduced. Since February an independent appeals systems run by the AA is available nationwide for those who want to query why their car failed the test.

The AA already carries out a technical audit of NCT test equipment on behalf of the Department and sends more than 1,200 vehicles through test centres each year.

Conor Faughnan, AA Ireland's public affairs manager, said the AA also ensures NCT equipment is properly calibrated.

"There was an issue with the lack on a legitimate independent appeals process," he says. "Under the old system, the NCT carry out the test, carry out an analysis when a complaint is made and carry out a final analysis in the event of an appeal. A complaint never left the NCT.

"It was clearly not a modern, transparent system. So now, if you fail, you appeal to the NCT, and, if you are still not satisfied, you have the option to appeal to the AA, which handles complaints on behalf of the Department."

Faughnan says that, while the number of appeals referred to date were very small, they threw up consistent issues. One problem was cars failing because number plates did not conform to certain specifications.

"There are complaints about the rules themselves and the best example is non-compliant registration plates. This includes an incorrect font style, or the omission of the county of origin in Irish.

"Motorists find it very frustrating that they can fail because of a number plate. But it's not the fault of the NCT which is only applying the rules laid down by the Department."

AA Ireland has proposed making it an offence for anyone in the motor trade to supply a non-standard registration plate. It's unclear if this recommendation will be included in PwC's recommendations.

Another regular complaint concerns vehicles failing for excess emissions or faulty lights. "There is a conflict between garages saying certain things have been checked and the NCT saying they are faulty," said Faughnan. "We think copies of certificates ensuring NCT equipment is correct should be displayed and available in centres.

"Garages, in our experience, often fail to install or operate headlight alignment equipment correctly, giving rise to a perception that the NCT is at fault, when we know the NCT equipment is correct."