The Performance Standards for Community Transport Operation

The Performance Standards set out the standard of operation that the CTA believes need to be demonstrated in order for CT operator to be able to assert that they provide a quality service.  They reflect the legal and best practice requirements that organisations should be conducting their services to and will demonstrate that high standards of safety and operational management are in place. 

The Performance Standards give CT operators a means of identifying where they can make improvements to their service and help to increase the professionalism of their organisation.  They also lead on to the CTA Quality Mark 2nd Edition where organisations have to demonstrate they met the Standards before receiving formal accreditation from the CTA.

The Performance Standards covers the following areas:

1.    The organisation is appropriately constituted and accountable

2.    The organisation has appointed one or more staff or committee members as a ‘competent person(s)’ and received appropriate training

3.    The organisation has systems, policies and procedures in place to ensure that services comply with relevant legislation and meet the needs/expectations of customers

4.    The organisation ensures that all staff and volunteers are properly recruited, supervised and receive appropriate training for their roles

5.    The organisation operates vehicles safely, legally and in accordance with regulations and best practice

6.    The organisation has systems in place to ensure that all vehicles operated under their operator licence/permit are maintained in a safe and roadworthy state

7.    The organisation operates an effective procedure for assessing and managing risks with regard to protecting everyone

8.    When services are operated using volunteer drivers’ own cars, the organisation ensures services comply with appropriate legislation and best practice requirements


The Performance Standards for Community Transport Operation is free to download.  The CTA hopes that all community transport operators will use them to benchmark their own operations.

Performance Standards


For further information please contact our Advice Team on 0345 130 6195 or email

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Community Transport Association UK is a charitable company limited by guarantee. Registered in Cardiff no. 1985361 Registered office: Aeroworks, 5 Adair Street, Manchester M1 2NQ. Registered as a charity in England and Wales no. 1002222. Charity Registered in Scotland No. SC038518.

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