Taxi Services Customer Charter
The State Government, in conjunction with the taxi industry, has introduced a Customer Charter for taxi services in Victoria. The charter covers the rights and responsibilities of taxi passengers and drivers.
Information on this page
Customer rights & responsibilities
For full details, see
Taxi customer rights and responsibilities.
In summary, taxi customers have the right to:
- A driver who is licensed and accredited
- Choose a preferred route
- See the metered fare
- Travel in a clean, tidy, well-maintained and roadworthy cab
- Have the air conditioning turned on or off
- Have the music system turned off
- Be accompanied by a guide dog or hearing dog
- Refuse a multiple hiring
- Use an EFTPOS facility where available
- Use valid credit or debit cards as displayed in the cab
- Be given a receipt or tax invoice for their trip.
Taxi customers have a responsibility to:
- Pay the correct fare, including any tolls or booking fees; see Taxi fares in Victoria
- Wear a seat belt
- Not request the driver to exceed the number of passengers permitted to be carried in the taxi.
Driver rights & responsibilities
For full details, see
Taxi driver rights and responsibilities.
In summary, taxi drivers have the right to:
- Ask for proof of ability to pay or request a deposit up to the estimated fare
- Refuse to take passengers or terminate a hiring if they are violent, noisy, misbehaving, filthy or offensive.
Taxi drivers have a responsibility to:
- Be courteous and helpful
- Know and obey traffic laws
- Not refuse a fare (other than for the reasons outlined above)
- Know major routes and destinations
- Understand and speak English
- Take the most direct, practicable route
- Be neat, clean and tidy
- Wear an approved uniform
- Assist passengers where reasonable and be understanding of people with special needs.
Background
In May 2002 the State Government announced a series of initiatives to improve the quality and efficiency of taxi and hire car services. These formed part of
Taxi and hire car reform. The establishment of a Customer Charter for taxis was among the initiatives announced.
The charter has been developed in consultation with the taxi industry and major community groups. It details the rights and responsibilities of customers and taxi drivers to help set standards for service across the industry. It is based on requirements detailed in the
Transport (Taxi-Cabs) Regulations 1994 as well as expected levels of behaviour.
Taxi drivers and operators are required to clearly display a sticker summarising the charter in their cabs.
Further information, feedback & complaints
For more information about the Taxi services Customer Charter,
contact the Victorian Taxi Directorate.
To provide feedback or make a complaint about a Victorian taxi, complete our
customer feedback form.