A 79-year-old woman from Shiremoor spent months as a 'nervous wreck' struggling to get confirmation from the DVLA that she was fit to drive, after ticking the 'honesty box' on her licence renewal form. It was only when Mitsuko Collins' MP contacted the agency that her licence renewal was finally sent out.
Mitsuko's husband Jim, a Royal Navy veteran, told ChronicleLive how the family's 'bureaucratic nightmare' had lasted months. The delay was a result of their having been genuine enough to tick the 'honesty box' on the licence renewal form required for over-70s. Mitsuko has previously had glaucoma treatment, though this has been completed and her vision is good.
Months of delays and anxiety
The form was submitted in mid-April, Jim said, and it took until August 6 for the couple to receive confirmation of the licence renewal. Jim said: 'It was a very unpleasant, unfair and emotionally draining process - she never knew whether she was going to be able drive again for months.' He added: 'My wife has been so so worried about it.. I'm 82 and she is 79 and it's been a bureaucratic nightmare.'
After first submitting the form on April 20, Jim called the DVLA on April 29 and was told that Mitsuko's application was with the medical department. Later, he attempted to call that medical department and, though he faced substantial telephone delays of upwards of 40 minutes, he was able to get through and was told that Mitsuko would be able to drive using a 'section 88 form'.
Further hurdles and eventual resolution
This form was sent out and the couple returned it on May 30, but were met with further radio silence and no confirmation that it had gone through correctly. Mitsuko remained incredibly nervous that she would not be legally able to drive. On June 15, Jim called back and was told that they ought to have been contacted by Specsavers to book an eye test. Instead, Jim and Mitsuko had to call Specsavers head office, request two 'codes' in order to book the right test locally. This test took place on June 16, but they were not told if she had passed or failed, causing more anxiety.
It was only on August 6 that a letter was sent to Emma Foody MP, who had intervened, confirming that the renewed licence was to be dispatched. Jim added: 'How these days can one deal with, and why should we, with such a useless government organisation? And why should everything be such an uphill battle for the public?'
DVLA response
A DVLA spokesperson said: 'I am sorry for the delays your reader experienced and pleased to learn that a licencing decision has been made. We are currently seeing exceptionally high demand for applications from customers with medical conditions, which has impacted some processing times. Our staff are working hard to reduce delays, and we have introduced a new online service and casework system which is already helping us process applications more quickly and makes it easier for customers to apply and track their applications.'
