Accessible vehicles and equipment: scheme rules

Minimum service requirements

Accredited providers must deliver a service that meets the minimum standards for

• general service
• customer service
• service continuity

General service

Accredited providers must deliver a service that:

• protects the reputation of the scheme and the Scottish Government
• ensures the overall integrity of the scheme
• operates efficiently and cost effectively
• is accessible to all eligible clients regardless of their circumstances, location or income
• provides clients with a choice and range of vehicles at no additional cost above their qualifying benefit
• is in accordance with the Equality Act 2010
• provides clients with a fully inclusive service in accordance with the Accessible Vehicles and Equipment Scheme.

Customer service

Accredited providers must deliver:

• customer service in accordance with the Equality Act 2010
• a freephone 24-hour emergency support phone number
• a choice of accessible telephone and online contact methods
• a website that complies with Web Content Accessibility Guidelines (WCAG) 2.1 (w3.org)
• a complaints policy published in a range of accessible formats on their website
• and publish an annual report detailing the number of complaints received, upheld/refused and average time taken to respond and shared bi-annually with Social Security Scotland

Client complaints must be treated as an "expression of dissatisfaction" about either:

• a service received or not received
• treatment of the client by the accredited provider

Service continuity

Accredited providers should have measures in place to support clients following a change to or loss of their entitlement to a qualifying form of Disability Assistance. They must

• ensure the client is promptly notified at least 3 months in advance by the accredited provider that their lease will be coming to an end
• pro-actively sign-post clients to Social Security Scotland for questions about the decision to stop their benefit where it affects their lease
• allow clients to retain access to their car, wheelchair accessible vehicle, scooter, powered wheelchair or electric bike for a transitional period of eight weeks (unless in legal detention) following the decision to change or withdraw their entitlement
• ensure clients are notified 17 days after a suspension to inform them that their vehicle will be recovered
• recover the vehicle if the client's qualifying benefit is still suspended after 34 days