‘Ask your customers’ if they want a paper MOT certificate

The DVSA is moving towards a paperless MOT system

‘Ask your customers’ if they want a paper MOT certificate

The Driver and Vehicle Standards Agency (DVSA) is giving garages the flexibility to not issue a paper fail certificate if a customer is willing and able to view the vehicle’s MOT record and history online.

A physical fail certificate can still be offered for complex or multiple failures, but the customer should still have the option to view this online. If issuing a PRS (pass with rectification sheet), there could be no need to print the fail sheet.

The DVSA says a paperless MOT system will save garages money by using less paper and toner, be better for the environment, and reflect the way some customers are already using the online service. Indeed, the MOT history service is currently the third most used online government service in 2023.

In January 2021, the DVSA made it optional for garages to issue a paper record of the emissions test if the vehicle passes the test. Then, in September 2021, it became optional to issue a paper MOT pass certificate – although a physical fail certificates are still required.

‘Ask your customers’

Chris Price of the DVSA says: “The easiest thing to do is to ask your customers whether they want a paper copy of their MOT certificate or if they’re happy viewing it online when they drop their vehicle off. They’ll then know what to expect when they collect it.

“In some cases, if the vehicle does not have any advisories or if there are minor advisories, it makes more sense to suggest the customer views this information online.

“We know many MOT centres are sending more and more paperwork to customers by email to help lower printing costs, so this could be something you’d like to consider if customers want a copy of their certificate.

“We understand that there will always be customers who want a paper copy of their certificate to drive away with, so we’re not going to stop you from being able to print certificates. But it’s important we make small changes where we can.”

Things to consider before printing

Pass with no defects or advisories
MOT certificate: Recommend the customer can view the MOT test result and history online – provide a certificate if they ask for one. 
Emissions test record: Only print if customer requests. Ask the customer if they want a paper record. 

Pass with minor defects or advisories
MOT certificate: Explain the defects or advisories and suggest the customer can view the MOT test result and history online – provide a certificate if they ask for one. 
Emissions test record: Only print if customer requests. Ask the customer if they want a paper record. 

Fail with emissions pass
MOT certificate: Offer a paper certificate, but explain they do not need it if they intend to check the MOT test result online. 
Emissions test record: Only print if customer requests. Ask the customer if they want a paper record.

Fail with emissions fail
MOT certificate: Offer a paper certificate, but explain they do not need it if they intend to check the MOT test result online.
Emissions test record: You must issue a paper emissions test record.

For more information, check out the Matters of Testing blog.

2 Comments

  1. i give every customer a copy pass our fail its just seams the right thing to do

    Reply
  2. We don’t give any physical paper work to the customers at all. Haven’t done for over a year. We email the invoice and service sheet and add a link on the email to the gov website to check there MOT. Generally most of our customers are very happy with this service. Even the older generation

    Reply

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