2011-10-27 HGVIncidentReportingProcedure - Suffolk County Council

HGV Incident Reporting ProcedureWhat is a HGV incident reporting form?If a haulier is repeatedly driving down an unsuitable road or is causing another lorry relatedconcern, then the details can be recorded using a HGV incident report form.The report form is available for completion electronically (e-form) from Suffolk County Councilwebsite, by contacting Customer Service Direct on 0845 606 6067, or alternatively a papercopy can be sent out to the customer. Once completed it can be returned to Suffolk CountyCouncil Lorry Management who will consider the matters raised. Where appropriate theCouncil will then contact the relevant haulage company and take action if necessary.Example of the electronic, e-formwww.csduk.com/CSD/Transportandstreets/Trafficmanagement/gBizProduct.htm?ProductID=PHGV01What can the HGV incident report form be used to report?The HGV incident report form can be used to report any lorry related issues for which there isa concern e.g. overnight parking in residential areas, littering, driving along an unsuitableroad.What happens to the report form once it has been completed and returned to SuffolkCounty Council?Once received back, each report form is reviewed to see what action may be necessary. Inmany cases it will be appropriate to contact the relevant haulier to seek further information.The minimum information therefore required for the report to be followed up effectively is:-Written by J.Skilton (SCC) Page 1

HGV Incident Reporting Procedure• Customer name, address and or contact method• Registration of the vehicle involved• Name of the company / haulier on the side of the cab unit• Description of the alleged incidentIf a report form does not have the minimum information completed or the information isincorrect then a letter will be sent to the customer explaining this.If a report form has the sufficient information needed to contact the haulage company a letterwill then be sent out asking the company for their comment on the reported incident.When a customer has requested to be kept informed of action taken. Then a letter will be sentto them explaining what we have done in relation to the incident.How long before I can expect a response to an HGV incident report form?Within five working days a written acknowledgement of receipt of the report form will be sentout to the customer. In most cases, a full and clear response to the reported should besubmitted within 20 working days. If this is not possible, we are to let the customer knowwhen we will endeavour to get an answer to them or give them an update on the actions taketo date.What happens if the hauiler does not reply to the first letter?If the hauiler does not reply with in 20 working days, then a second letter will be sent outasking for an explain. If, after the second letter is sent out, no response is received then athird and final letter will be sent out requesting a response from them.Where should the details of the incident report form, be recorded?All information contained on the incident report form should be logged onto the HGV Incidentreport Form database.What happens if there is insufficient or incorrect information reported?If a report form is returned with insufficient, incorrect information or non HGV related, then thisis to be reported back to the customer.How are the results of the report forms, reported back to interested parties?At the end of each month, the number of HGV incident report forms received and actionedtaken will be listed on Suffolk County Council’s “Lorries in Suffolk” webpage.What information are we to publically report on the website?We should report:-• Number HGV incident report forms received, which have insufficient information onthem to take actions on.• Number of hauliers contacted in relation to incident report forms received.A short synopsis is also to be written describing what was the most common HGV issue areeach month and what actions were taken in relation to them.Written by J.Skilton (SCC) Page 2