Driver Education Program, 18 Week Compliance Status and School/Customer Complaint Report
Updated:
Date: August 16, 2023
Bulletin: All Driving School Owners and Operators
From: Business Licensing and Compliance Division
The purpose of this bulletin is to provide a quarterly report on the status of compliance with the regulatory requirement to provide the driver education program within 18 weeks and to report on the recent, most common customer and school complaints.
18 Week Status
| 18 Week Report | |
|---|---|
| Category | # of Schools |
| Total # of Schools | 146 |
| Total Reporting | 82 |
| 18 weeks or less | 52 |
| 19 - 30 weeks | 15 |
| 31 - 50 weeks | 12 |
| over 50 weeks | 3 |
| Highest # of weeks | 111 |
| Lowest # of weeks | 1 |
Most Common School/Customer Complaints
- School not meeting customer expectation and/or regulatory requirement for scheduling BTW
timely- These are most often customer service failures and not regulatory compliance issues. Those that
are regulatory compliance issues are required to submit plans of correction. Failure to correct
results in progressive administrative sanctions
- These are most often customer service failures and not regulatory compliance issues. Those that
- School failing to provide required documentation to students withdrawing from the school’s
program- School is contacted and reminded of regulatory requirement. If the school still does not comply,
administrative sanctions are imposed. To date, schools have always complied on first contact
from MVA.
- School is contacted and reminded of regulatory requirement. If the school still does not comply,
- School fails to provide refund, or appropriate refund consistent with their fee schedule in relation
to their refund policy- School is called in for conference, to include the submission of a plan of correction. Failure to
comply with an approved plan of correction results in the imposition of administrative sanctions.
- School is called in for conference, to include the submission of a plan of correction. Failure to
Note: Administrative sanctions may include any of the following, and/or any combination of the following:
- Conference
- Plan of correction
- Imposition of fines
- Suspension of license/certification
- Revocation of license/certification
In the past 90 days, the following sanctions have been imposed
- 4 conferences
- 4 plans of correction
- 3 incidents involving the imposition of fines
- 1 suspension pending
The Motor Vehicle Administration is committed to providing premier customer service and has the same expectation of the businesses it licenses. We are dedicated to assuring regulatory compliance to attain this goal. Please feel free to contact us with any questions or concerns you may have at:
Business Licensing and Compliance Division 410-787-2952