DVLA Abolition of the Tax Disc. The transactions and how to guide

Transcription

1 DVLA Abolition of the Tax Disc The transactions and how to guide August 2014

2 Contents Page 1. Methods of payment 4 The DVLA announced that the tax disc will be abolished from 1st October 2014 and we have made changes to Horizon to accommodate this historic change. 2. The transactions 4 The new style transactions will be available in your branch from 1st September Checking mandatory documents 5 It is important to note that the services available in branch have not changed, 4. Re-licensing using a V Re-licensing an HGV 6. You will still be able to: What s New? For licensing from 1st October the main difference is that there is no longer a tax disc to scan and give to the customer as part of the transaction. We have introduced button press options which will enable Horizon to present the available options. Horizon uses the date of the month to ensure that only the correct licence period is available to select. 6 Re-licence a wide range of vehicles, including: Heavy Goods Vehicles (HGV) e.g. lorries and buses For example, between the 1st and 4th of a month, you will only be presented with licence period options for the current month. Re-licensing using a V5C 7 Re-licence vehicles with a reduced pollution certificate Between the 5th and the end of a month both the current and next month s licensing periods are available. 7. Re-licensing using a V5C/2 8 Re-licence vehicles where a customer does not hold any DVLA documentation 8. Reduced Pollution Certificates (RPC) 8 Re-licence vehicles if a customer has a V5C or a V5C/2 9. Change of Tax Class (COFTC) 9 Offer tax class changes The abolition of the tax disc also means that there is no longer the option on sale/purchase of a vehicle for vehicle tax to carry over to the new keeper. New keepers must licence their vehicles immediately; the DVLA will automatically be issuing refunds to the previous keeper if appropriate. Utilise DVLA systems to bring back the correct price for licensing and verify vehicle details To help with this, there is a new keeper question in the Horizon transaction. If the answer to the question is Yes, Horizon will only present the current month options. 10. Using a V Dispatch What happens if? Error codes 16 This is a step by step guide, for you to keep by the counter, showing you how to access and process DVLA transactions on Horizon Online. We have moved the method of payment selection screen to earlier in the transaction. All team members will also have to complete the MVL Product Knowledge Test on Horizon. To access the test see the details on page 18 of this guide. 3

3 1. Methods of payment 2. The transactions 3. Checking mandatory documents 4. Re-licensing using a V11 There will be 5 methods of payment a customer can use to pay for their vehicle tax cash, cheque, debit card, credit card and starting from 1st November 2014, direct debit. Credit Card payment by credit card has an associated handling fee, which Post Office reclaims by adding 2.50 per licensing transaction to the overall fee for the customer. This fee is added when, credit card is selected as the method of payment, on the Method of Payment screen. Please ensure that you check with the customer which method of payment they intend to use and if they say credit card that they are made aware a fee for each licence will be added to the cost. For all transactions the method of payment option is selected after selecting the licence period required. Direct Debit There are 3 options available, these are: 12 months single payment, 12 months monthly payments and 6 months single payment. If a customer opts to pay by direct debit you will be taken to screens to capture information the DVLA require to set up a direct debit for a customer. The customer will have either already completed the required information on the back of their reminder or must complete the DVLA direct debit form, that you will stock in branch. The DVLA systems will indicate to Horizon if direct debit is allowable and which of the 3 options is available for that particular vehicle during the transaction. After completing the transactions a few times you will notice that the journey is generally quite simple and straightforward. The quick guide below will help. Step 1 Serve & Scan Serve the customer Scan the provided DVLA documents Step 2 Select Select the preferred option Step 3 The transaction Follow the screen prompts Select the licence period Select the method of payment Confirm the vehicle details and price Inspect mandatory documents (if prompted) Step 4 Secure payment Settle as normal Receipt prints automatically Hint: If during the initiation of a transaction the barcode on the DVLA form does not scan, vehicle details can be entered manually after selection of the transaction button. As now, always check that the customer has the correct documentation available, including, for customers from Northern Ireland that insurance is valid, and ensure that the customer has sufficient funds to pay for the tax. For all other documents Horizon will prompt you when you need to check. The need to check a document is dictated by either the transaction you are in or the information presented back by the DVLA systems to Horizon. For all documents the key information to look for when checking them is that the document; relates to the vehicle for which the licence is required and is valid on the date from which the Licensing starts or the licence is processed, whichever is the later. Hint: Full details on what to check for each document type is on Horizon Help. As now the vast majority of vehicle tax transactions will begin with the scanning of a Form V11 Reminder. The transaction you currently use for this has been changed but you will see from the transaction workflow below that the transaction itself is very similar. For the majority of transactions you will scan the V11 to begin with and this will automatically enter the vehicle details into Horizon. For this transaction, to allow us to show you each step, we have used a transaction where you have not scanned a V11 but are entering the vehicle details manually. The Horizon Journey vehicles with a V11 1. Select [V11 VRM Entry] 2. Select the licence: [MOT/New Vehicle] button 3. Enter the [Vehicle Registration Mark] 4. Press [Enter] 5. Enter the [Validation] character 6. Press [Enter] 7. Select the required licence commencement 8. Select the required licence duration either [6 months] or [12 months] 9. Select the method of payment 10. Confirm the price with the customer and ensure that they can pay 11. Settle the transaction and take payment If direct debit is not available, customers must either use another method of payment or contact the DVLA directly. 12. Return the V11 to the customer and give them their receipt Hint: This transaction can only be used for customers who present a V11 or a V11 D (for Disabled registered vehicles). There are specific transactions for V5Cs, V5C/2s, V11 RPCs (Reduced Pollution Certificate) and V85/1s (HGV reminders). These transactions are explained in detail throughout the rest of this document. 4 5

4 5. Re-licensing an HGV The Horizon Journey 6. Re-licensing using a V5C The Horizon Journey As with other vehicles there is more than one way to re-licence an HGV. These include: Using a V85/1 reminder form (the HGV equivalent of a V11) Using an HGV V5C (Log Book) Using an HGV V5C/2 (New keeper supplement) Using a V62 As with all transactions, wherever you can, start by scanning the DVLA form the customer has given you. By scanning the form, Horizon will recognise the form type and as a result will only present back to you the options that are allowable for both the form and the vehicle. An example of this is the V85/1; if you scan one of these forms Horizon only gives you one button option. The transaction workflow for using forms HGV V5C, HGV V5C/2 and V62 are exactly the same for all vehicles and are covered in detail later on in this document. In this example we are following the V85/1 transaction, which is very similar to V11 transaction. Hint: Customers cannot report changes to the DVLA when re-licensing with a reminder to report changes a customer must present a V5C, V5C/2 or use the V62 no forms transaction. 1. Scan the V85/1 2. Select the [V85/1 HGV No Changes] button 3. Confirm that the customer does not wish to report any changes 4. Select the required licence commencement 5. Select the required licence duration either [6 months] or [12 months] 6. Select the method of payment 7. Horizon will now show the details that the DVLA holds for the vehicle 8. Confirm that the returned details match those on the V85/1 9. Check the documents Horizon prompts you to check are valid 10. Confirm the price with the customer and ensure that they can pay 11. Settle the transaction and take payment 12. Return the V85/1 to the customer and give them their receipt There are four main buttons to use when a customer wishes to re-licence using a V5C: V5C or V5C/2 Chges & COFTC V5C or V5C/2 No COFTC HGV V5C or V5C/2 Chges & COFTC HGV V5C or V5C/2 No COFTC Two of the options, V5C or V5C/2 Chges & COFTC and the HGV equivalent include a change of tax class which we ll cover in section 8 of this document. The other two have an identical workflow, and for this example we ll follow the V5C or V5C/2 No COFTC transaction. Hint: If during this transaction the customer wishes to report a change: examples of permissible changes include: name, address, vehicle colour, engine specification and change of keeper, please indicate this in Horizon when prompted and ensure that the V5C is updated, with the new/amended details only, and date stamped. The V5C must then be sent to the DVLA as part of your weekly dispatch using envelope ENV Scan the V5C 2. Select the [V5C or V5C/2 No COFTC] button 3. Confirm that the customer has presented a V5C 4. Confirm that the customer does not want to report any changes 5. If the customer wants to report a change you will be presented with the new keeper query field 6. Select the required licence commencement 7. Select the required licence duration either [6 months] or [12 months] 8. Select the method of payment 9. Horizon will now show the details that the DVLA holds for the vehicle 10. Confirm that the returned details match those on the V5C 11. Check the documents Horizon prompts you to check are valid 12. Confirm the price with the customer and ensure that they can pay 13. Settle the transaction and take payment 14. Return the V5C to the customer and give them their receipt 6 7

5 7. Re-licensing using a V5C/2 8. Reduced Pollution Certificates (RPC) 9. Change of Tax Class (COFTC) The Horizon Journey When a customer wants to re-licence using a V5C/2 (new keeper supplement), you use the same transactions as if they provided the full V5C (log book). There are a few more things you need to know: The customers presenting a V5C/2 should all be new keepers; where they are and you have indicated this by selecting yes to the New Keeper query, Horizon will only present the current month options for licensing. The V5C/2 must always be date stamped at the end of the transaction. If the V5C/2 is under 2 months old and there is no change of tax class, it is returned to the customer at the end of the transaction. A V62 must be completed for all V5C/2s that are over two months old and for any V5C/2 where there is a requirement to change the tax class of a vehicle. Where a V62 has been completed this must be stapled to the V5C/2, with both dispatched to the DVLA in your weekly dispatch. Hint: For the V5C/2 the key point is whether or not a V62 will be required. Even though there are reminders and prompts within the transactions it is suggested that you check the date on the V5C/2 or if a customer requires a tax class change before you do anything in Horizon; the V62 can take a while to complete so it is better if the customer does this away from the counter and returns to you with a fully completed V62. Reduced Pollution Certificates are issued to buses, goods and haulage vehicles that comply with reduced pollution engine and emission regulations. These vehicles are entitled to pay a reduced rate of Vehicle Excise Duty. The V11 RPC transaction on Horizon are identical to the V85/1 HGV transaction. Simply scan the barcoded V11 RPC and complete the transaction as prompted. Where the DVLA records can confirm that the vehicle has a valid RPC you do not need to check it, if it does not, Horizon will prompt you to check the certificate. At the end of the transaction hand the V11 RPC back to the customer. Hint: Horizon help always has the most up-to-date information on document checking. You can change the tax class for a variety of vehicles and to a wide range of tax classes. During the transaction Horizon will present you with a list of the tax classes available for that particular vehicle. There are two buttons you can use when a customer wants to re-licence and change the vehicle tax class. The workflow for both of these is identical. V5C or V5C/2 Chges & COFTC HGV V5C or V5C/2 Chges & COFTC For this example we ll follow the HGV transaction. 1. Scan the HGV V5C 2. Select the [HGV V5C or V5C/2 Chges & COFTC] button 3. Confirm that the customer has presented a V5C 4. Confirm that the customer does not want to report any other changes 5. If the customer wants to report a change you will be presented with the new keeper query field 6. Select the required licence commencement 7. Select the required licence duration either [6 months] or [12 months] 8. Select the method of payment 9. Horizon will now show the details that the DVLA holds for the vehicle 10. Confirm that the returned details match those on the V5C 11. Confirm with the customer that the change of tax class they require is presented by Horizon 12. Select the tax class the customer requests 13. Check the documents Horizon prompts you to check are valid this may include the proof of tax class change, for example a Reduced Pollution Certificate or a Certificate of Entitlement for able to disabled transactions 14. Confirm the price with the customer and ensure that they can pay 15. Settle the transaction, take payment and give the customer their receipt 16. Ensure that the V5C is updated with the new details 17. The V5C must then be date stamped and sent to the DVLA as part of your weekly dispatch 8 9

6 10. Using a V62 The V62 is a form that DVLA use s to prepare and send out a new registration certificate to customers. There are three occasions where a V62 is required: The customer has a V5C/2 which is over 2 months old The customer has a V5C/2 which is under 2 months old and they want to report a change of tax class The customer, who needs to licence their vehicle, has no DVLA forms at all The two V5C/2 transactions can be accessed via the following buttons: 1. [V5C] or [V5C/2 Chges & COFTC] 1. [V5C or [V5C/2 No COFTC] 1. [HGV V5C] or [V5C/2 Chges & COFTC] 1. [HGV V5C] or [V5C/2 No COFTC] The transaction flow for these is identical to what we have used earlier in this document but with the addition of the customer completing a V62 and this then being dispatched to the DVLA. 1. For this example we will be following the No Forms route which is accessed via the [V62 No Forms] button. The Horizon Journey 1. From the Home screen select [Licences & Government] 2. Select the [VRM Entry +] button 3. Select the [V62 No Forms] button 4. Enter the Keeper surname or Business Name 5. Enter the postcode without spaces For example EC1V9HQ 6. Enter the Vehicle Registration Mark (VRM registration number) 7. Confirm that the customer has completed a V62 8. Indicate whether or not the customer is a new keeper 9. Select the required licence commencement 10. Select the required licence duration either [6 months] or [12 months] 11. Select the method of payment 12. Horizon will now show the details that the DVLA holds for the vehicle 13. Match and confirm that the returned details match those entered onto the V62 by the customer 14. Check the documents Horizon prompts you to check are valid this can include that the mandatory fields on the V62 are completed 15. Confirm the price (including where appropriate the additional 25 fee) with the customer and ensure that they can pay 16. Settle the transaction and take payment 17. Give the customer their receipt 18. Complete the Official Use section (see below) of the V62 and dispatch to the DVLA in ENV207 The V62 also has an official use section. There are three parts of this section that we must complete in branch before we can dispatch the form to the DVLA. This tells the DVLA that the V62 was processed by the Post Office and that any fee (this could be zero) has been collected. DVLA can then process the form immediately, saving the customer from delays in receiving their replacement V5C. The three parts are: Please enter 1 in this box Please date stamp here Please enter 5 in this box Horizon will tell you when the 25 fee associated with a V62 is to be charged. For information, if a customer wants to licence with a V5C/2 there is no 25 fee. If they are licensing with a V62 only, there is always a 25 fee. Hint: For all transactions where a V62 has been used, you must dispatch the V62, along with the V5C/2 if present, to DVLA. Hint: Always check that the V62 is fully completed before you start the transaction, this will ensure that incomplete or incorrect forms are not dispatched to DVLA. (See page 12 for further information) 10 11

7 Checking the V62 is properly completed It is important that the V62 is completed correctly as failure to do so results in the customer s application being delayed while the DVLA make further enquiries with the customer. To help you, opposite is a form we have prepared showing which sections of the form must always be completed and the sections which are optional. Mandatory fields Section 1 Vehicle details: The vehicle registration number, make, model, colour, tax class and VIN/chassis must be provided at all times. Section 2 Keeper details: The vehicle keeper details must be completed in full. Ensure the full address is provided including the postcode. If the new keeper indicates they have not had a registration certificate in their name they must enter the date they got the vehicle. Section 3 Why don t you have a V5C? The customer must supply a reason why they do not have a V5C. Section 4 Fee: One of the boxes must be selected. Remember, unless the customer has a V5C/2, a fee must be collected if the customer is applying for a new log book/registration document. If the customer is applying for a V5C under category C salvage they must also pay a 25 fee which will be refunded by the DVLA. Section 5 Declaration: The customer must sign and date the form. If the customer has changed address they must enter their previous postcode. Official Use Only Section (Also shown on page 11) Box field 8: You must write the number 1 in this box as this indicates to the DVLA that Post Office have processed the form. Date stamp: We must always ensure that a clear Post Office stamp is present. Box field 16: You must write the number 5 in this box as this indicates that any relevant fee (including 0.00 fees) have been accounted for

8 11. Dispatch 12. What happens if? When there is a need to send documentation to the DVLA, you must use an ENV207 weekly dispatch envelope. These are 2nd Class envelopes and are available for order on Horizon. Dispatch There are only 3 forms that need to be dispatched to the DVLA, these are: V5C Only when a customer needs to inform the DVLA of any changes, these include: name, address, vehicle colour, engine specification or tax class. V5C/2 Which is over 2 months old or is under 2 months old and the customer needs to report a change of tax class. V62 Where a customer is requesting a new V5C. If the customer has a V5C/2 which is suitable for dispatch, they must also complete a V62. The V5C/2 and V62 must be stapled together for dispatch. Don t dispatch If a customer wishes to send any documentation to the DVLA they can, but we must not use an ENV207 for this, examples of these are: V11 reminder forms. V5C with no changes. V5C/2 under 2 months with no change of tax class. Forms V10 or V85. Any other correspondence. The barcode on the customer s form won t scan? All DVLA transactions can be button started. I can t find the buttons? Licences & Government [F5] For transactions that don t involve a V11: Select [VRM Entry+] then select the option you require For V11 transactions: Select Licences & Government [F5] Select [VRM Entry] then select the option you require The change of tax class the customer wants is not on the list? If the tax class the customer wants does not appear, please refer them to the DVLA. The customer has a zero rate of duty, what method of payment should I select? We have introduced a Zero Rated method of payment just for this reason. Select this and Horizon will do the rest. The customer says that the fee is too much? The fees shown on Horizon are dictated by the options presented by the DVLA systems. If the customer refuses to pay the amount shown, cancel the transaction and hand them a receipt and tell them to contact the DVLA. The customer wants to know why we have charged them for using a credit card. The 2.50 is to cover the cost for processing a credit card payment. A customer has got a V5C/2, but its barcode has been date stamped, what should I do? Ask the customer to complete a V62 and follow the V5C/2 over 2 months procedures, ensuring to dispatch both the V62 and V5C/2 to the DVLA in your ENV207. I have selected the wrong type of card, can I add or remove the 2.50 before we settle the transaction? No, you have 2 options. Either the customer uses another method of payment or you cancel the transaction and start again. Remember if you have settled the transaction or the item is in the customer basket you must also reverse the incorrect transaction. I m not sure about something; who can I contact? Try Horizon Help, it has been updated and therefore should contain all the information you need. Alternatively for branch transaction queries please contact NBSC. For customer queries, you can t answer, please ask them to contact the DVLA. I m still not sure when the 25 fee is right to be charged. Please follow the Horizon prompts: If a customer has a V5C/2 then there is never a 25 fee. If the customer is licensing with a V62 only, then there is always a 25 fee. The customer has a reminder but wants to inform the DVLA about a change Customers cannot report changes to the DVLA during a transaction where a reminder has been used, for example a V11. Changes can only be made and reported to the DVLA using a V5C, V5C/2, or a V

9 13. Error codes When Horizon generates a system error, the error prompts now include an error code and a description written in plain English. The error code might be requested by Post Office Horizon helpdesk to identify the system issue. The table below explains what to do if you get an error code. Error Code Counter Action For further help please see the details in the table below DVLA Transactions that cannot be performed on Horizon or There are either issues with DVLA record or the tax class is not supported by Post Office. Cancel the transaction and provide a rejection slip for the customer. NBSC Branch Transaction Queries The vehicle s Reminder Form has expired. You can only continue if the customer can provide either a V5C or a V5C/2. If the customer cannot provide a V5C or V5C/2 the transaction can be done using a V62 but the customer will need to pay 25 in addition to the cost of the licence For this vehicle the duty is zero and a 6-month licence is not allowed. Please use a 12-month licence. Horizon Help Further Transaction Information Type page number Dvla_mvl_21 into the help page search bar 6004 and 6005 There is an error shown on the system, retry the transaction by scanning the barcode and if the error remains and the customer has their V5C, attempt to serve the customer following the manual button press route. If there is still a problem the customer should be referred to the DVLA (When using V62 no forms route) The system is showing a mismatch between the details held by the DVLA and those entered into Horizon. Check that the details you have entered are correct, for example there are no misspellings, if there are any errors please correct them and re-submit the information as prompted. If the details are correct, check with the customer to see if they have changed either address or name since the vehicle was last registered. If the customer has moved or changed address, enter the previous details into Horizon, but do not ask the customer to amend the name/address information on the V The account submitted cannot have a direct debit set up against it. Please either obtain details of another account or ask the customer for an alternative method of payment. Abbreviations and terminology used throughout the document are shown here: Term DVLA MVL COFTC Meaning Drivers & Vehicle Licensing Agency Motor Vehicle Licence Change of Tax Class 8001 The system is showing that the vehicle is already taxed; check that you have selected the right license period and that the customer wants to continue Ask the customer to provide either a valid MOT certificate or an acceptable exemption document before the transaction can continue Ask the customer to provide a valid MOT certificate before the transaction can continue. VED HGV GVT RPC Vehicle Excise Duty Heavy Goods Vehicle Goods Vehicle Test Reduced Pollution Certificate 8004 Inform the customer that they cannot re-licence with their current tax class at Post Office. Ask the customer if they wish to change the vehicle s tax class; if they do not they must contact the DVLA. If they do and the system presents the correct option, change the tax class for the vehicle and re-licence

10 Training receipts Please enter details in the table for all colleagues who have completed their DVLA training and taken the Horizon Online Compliance Test. Colleague Role in Branch Date Test Taken You can find the test by selecting: Licences and Government [F5] Compliance [F2] Compliance Tests [22] Then selecting [MVL Product Knowledge] At the start of the test you will be asked to indicate your role within your branch. It is vitally important you indicate your role. If you re a subpostmaster or an OIC manager but are logged onto Horizon under a different logon ID, you must still indicate your actual role within the branch. The options are: Subpostmaster Sub Office Assistant OIC Manager Crown Branch Manager Crown Colleague The test consists of 10 questions Two are TRUE or FALSE Eight are multiple choice You must complete the test by Monday 8 September 2014 Staple all your team s Horizon Training Receipts for the DVLA Compliance Test here

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