Due to the intervention of the Office of the Ombudsman, the complainant was invited again to come take an oral test
Sometimes the road to getting a driver's license is liable to be long and frustrating.
In the following case, the determination and intervention of the Office of the Ombudsman made all the
difference – and enabled a person who cannot read and write to take the theory test in order to get a driver's license.
The complainant, a person who cannot read and write, contacted the Office of the Ombudsman and asked for help.
The complainant expressed his frustration - for a long time he had wanted to take the theory test for a driver's license orally but he had been denied this right.
A preliminary check revealed that the complainant had indeed been scheduled to take the test orally in the past, but when he arrived at the test site he was told that "such customized tests have not been held for years".
He left the place with a sense of disappointment, injustice and helplessness.
The Office of the Ombudsman opened an investigation into his complaint and found that it was possible to hold an oral theory test for people who cannot read and write, but in practice the directives in this matter were not always carried out in the Licensing Department's districts.
Due to the intervention of the Office of the Ombudsman, the complainant was invited again to come take an oral test.
During the test, the complainant did not have to deal with technical barriers connected to the ability to read and write, and he passed the test successfully.
Subsequent to the inquiry by the Office of the Ombudsman, the Licensing Department began to refresh the procedures concerning exceptions to the theory tests and to implement them in a uniform and consistent way in all of the various districts.
