Ways to Keep in Contact with The Department for Infrastructure

Like many businesses across Northern Ireland the Department for Infrastructure is adapting its working arrangements to provide staff with a safe working environment, whilst also maintaining provision of services for goods vehicle operators and applicants.

Home working, with reduced time in the office, means that we all need to reconsider what effective communication looks like, using technology where possible to improve the speed and efficiency of that communication. The following article outlines the best way to contact the Department, ensuring that your licence remains valid and that important information is notified in a timely manner.

Licence Applications and Changes

NI Licensing staff were working from home but some have now returned to the office on a reduced capacity. Phone lines will be open Tuesdays, Wednesdays and Thursdays between 10:00 and 15:00 hours. Note that as the team returns on a phased basis that the office will not be fully staffed on those days so please be patient if you are trying to make contact by telephone. The contact number for the licensing team is 0300 200 7831.

Most correspondence from the NI Licensing Team will be sent to you by email. There will be a reduction and delays on correspondence sent by post.

The best way to reach us is digitally. Upload application related documents through your VOL user account and only send documents by email if you are having problems with the self-service system.

This will help to reduce the volume of emails we receive and speed up the service we deliver. There may be delays if you send correspondence to us by post.

If you are an existing operator without a VOL user account, and you would like one, please go to www.gov.uk/manage-vehicleoperator-licence and follow the on-screen instructions.

If you have difficulties accessing or using the system, please email Notifications@vehicle-operatorlicensing.service.gov.uk and a member of staff will contact you as soon as possible. You will need to answer some security questions.

Regulatory Matters

If you have received communication from the Transport Regulation Unit you should give urgent consideration to this. Additional time is currently being allowed for responses in light of the ongoing challenges, but you must ensure you respond within the deadline provided.

Transport Regulation Unit staff are working from home with limited access to the office to collect mail, so if you write to us we may take longer to process your correspondence or respond to your enquiry. The best way to contact us is by email at TRU@ infrastructure-ni.gov.uk.

Please allow 10 days for a response. If for any reason you are unable to email us, we are providing a limited telephone service on 028 9054 1410 between the hours of 09:00 and 17:00.

General Enquiries

NIDirect provides information about Goods Vehicle Operator Licensing on their webpage here: https://www.nidirect.gov.uk/articles/goodsvehicle-operator-licensing-licenceapplications and by telephone on 0300 200 7831 between the hours of 09:00 and 17:00.