Customer Charter
Our Responsibility
The Transport Authority is a statutory body, established by the Transport Authority Act of 1987. The Transport Authority is charged with the responsibility of regulating and monitoring public passenger transport throughout the island. The TA is also the sole government entity in Jamaica responsible for the licensing of all Public Passenger Vehicles and Commercial Carriers, a function which the TA undertakes pursuant to the Road Traffic Act.
Your Responsibility
Help us provide exceptional service by:
Being courteous and respectful to our staff.- Submitting documents that are up to date and accurate.
- Having information readily available when making queries.
- Providing information and feedback to us through complaints and customer satisfaction surveys.
Services
Licensing of Public Passenger Vehicles and Commercial Carriers
Vehicle Licensing
Monitor and Regulate Public Passenger Vehicles
Route Scheduling
Complaint Investigation
Standards of Service
- Turnaround time for processing renewal road licence applications is five (5) to seven (7) working days.
- Turnaround time for processing Rural Stage road licence applications is eight (8) weeks
- Issuance of certificates will be completed within 10 minutes
- The elderly and disabled will be promptly attended to by designated customer service representatives
- Fifteen (15) minutes for cars/vehicles with seating capacity below fifteen (15)
- Vehicles arriving at the pound will be checked within ten (10) minutes after the vehicles are taken off wrecker
- The processing time for vehicle release is twenty- five (25) minutes during periods of intensified operations and ten (10) minutes for off peak periods
- To be treated in a courteous and professional manner
- To be provided with accurate and relevant information in accordance with your needs
- The call to be answered within three 3 rings
- The representative to offer to assist you
- The representative to actively listen and take notes
- The representative to ask before placing someone on hold or transferring a call
- Holding time to be 30 seconds or less
- Email messages will have a clear and direct subject line
- Email messages will be acknowledged within 24 hours of receipt
- All premises owned and operated by the Authority will be maintained in a clean and safe manner
- When making a complaint, your complaint will be acknowledged within 24 hours of receipt
- When making a complaint, your complaint will be resolved within 5 business days. In the event that we are unable to resolve within this timeframe, you will be contacted and updated until the matter has been completely resolved
- Turnaround time for processing new road licence applications is ten (10) working days
- Issuance of receipts will be completed within 10 minutes
- Issuance of road licences will be completed within 10 minutes
- Conduct bi-annual customer satisfaction survey to guide service improvements
- Twenty- Five (25) minutes for vehicles with seating capacity of fifteen (15) and above
- The waiting time to collect release documents at the pound is ten (10) minutes during peak and five (5) minutes during the off peak period
- To be warmly greeted by our service representative
- To be referred to by name during the interaction
- To be thanked for doing business with the Authority
- The representative to state his/her name
- The representative to be patient
- The representative to speak clearly
- The representative to confirm the availability of the party requested, before transferring the call
- Voice messages to be checked and answered within twenty four (24) hours
- Email messages will contain a professional salutation
- Email messages will contain a signature with the full name and contact details
- Refund of licence fees and storage fees for impounded vehicles will be processed within fifteen (15) working days.
- When making a complaint, the employee who receives the complaint will take responsibility for it and follow through to resolution
