National Car Test Service flooded with customer complaints

THE National Car Test Service has defended its checking system after a flood of complaints about the quality of its equipment.

The company, which runs the service for the Government, was responding to complaints from car owners who have been failed for a range of items and others who claim their cars were damaged during testing.

Nearly half of the almost 400,000 cars tested in the first nine months of this year have failed, with most of those having to pay for a re-test at a later date.

A number of callers to the Marian Finucane radio show yesterday questioned their failure on items such as hazard lights not being orange enough or the inspector not being able to replace a fuel cap.

Others complained that they had been failed on their emission levels but subsequent testing in their own garages gave different readings.

NCTS spokesperson Samantha Breen said less than 600 cars - around 0.14% - tested up to September, were the subject of complaints by the owners.

“Our testing procedures are constantly monitored by the Department of Transport and the Automobile Association, and independent consultants do regular surveys of our customer care service,” she said.

“We have total confidence in the equipment at all 42 of our centres, even though there are sometimes cases where drivers are very unhappy,” said Ms Breen.

In such cases, a motorists is entitled to request a re-check by the centre manager or go to another centre if they are not satisfied with that particular outcome.

Ms Breen said around a handful of cases have been brought to the small claims court by drivers seeking to have the re-test fee reimbursed or claiming for damage to their vehicle.

“There are occasions when a tester might accidentally bump a car on the test lane, and we take responsibility,” she said.

Almost 120,500 motorists paid the 27.20 fee to have their car re-tested in the first nine months of this year. A further 60,000 vehicles have been re-tested free where the use of testing equipment was not required.

While the NCTS has earned more than 3.25 million from re-tests alone this year, the company operated at a loss for the last two years and its contract with the Government puts a cap on any profits it can make.