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<p>The Driver and Vehicle Licensing Agency (DVLA) answers 1.8 million calls every
month through both its Interactive Voice Recognition system and advisors, 95% of these
within five minutes.</p><p> </p><p>At busy times, customers are placed in a queue
to speak to an advisor. If demand is very high customers may receive a message indicating
that all lines are busy. Calls are then terminated so customers are not charged unnecessarily.
In the 2014/15 financial year in 2014/14, 4% of calls resulted in the busy message.</p><p>
</p><p>Utilising existing lines or increasing the number of lines to allow customers
to leave messages would require resource to be diverted from answering live calls
in order to respond to those who left a message. DVLA information is available online
and customers can also contact the DVLA via GOV.UK and email.</p><p> </p>
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