Licensing of dispatch operators – commencing summer 2009
While it must be acknowledged that many dispatch centres currently operate a highly professional service, it is important that the Commission encourages the growth of this sector in a properly regulated fashion. The Commission is now rolling out the licensing process and licensing of registered dispatch operators is commencing in summer 2009.
The dispatch operator must make arrangements to fulfil all the licensing requirements before submitting a full licence application to the Commission. The licensing requirements include:
- A nominated person from the dispatch operator must pass the SPSV Skills Development Test. See www.spsvtest.ie for more information about the test
- There must be a staff training plan in place. All staff who are engaged in taking bookings must receive training in the following areas: customer care, customer complaints, fare structure, assisting people with disabilities.
- Dispatch operators must provide a booking system that is accessible to people with disabilities - as well as phone booking facilities, dispatch operators must provide a minimum of one of fax, e-mail or SMS text booking facilities
- Booking records must be kept for a minimum of 6 months and must be available for inspection by a Commission enforcement officer.
- Up-to-date driver and vehicle records must be kept on file
- Dispatch operators must have high customer service standards and a complaints process in place