Taxi

Taxi

How can I be sure that the driver and vehicle are licensed by the Authority to operate?

You can check the validity of any vehicle, driver or dispatch operator licence by visiting the Authority’s public on-line register.

How much can I be charged for a taxi fare?

Taxis: Except by prior written agreement, taxi drivers may not charge more than the metered fare and must give customers a printed receipt.

Hackneys and limousines: Drivers may not charge more than the agreed fare and must give customers a written receipt.

What shall I expect in respect of customer service?

SPSV (small public service vehicle) operators should be courteous, helpful and neatly dressed. SPSV operators should have a good working knowledge of major routes and destinations, and should follow any direction or route chosen by the passenger. SPSV drivers must offer reasonable assistance with luggage. The vehicle should be clean and roadworthy.

How do I recover/claim for my lost property in a taxi?

It is not unusual for passengers to leave items such as umbrellas, gloves or mobile phones behind when they get out of a taxi or hackney. If this happens to you, here’s what to do:

– If you booked your cab through a dispatch operator, contact the dispatch operator as soon as possible: they may be able to help you get your property back.

– If the driver cannot return the item to you directly, they will generally hand it in to their nearest Garda station. An Garda Síochána is responsible for lost property handed in by SPSV (small public service vehicle) operators. When property is handed in, it is retained by the Gardaí for 31 days to enable the owner to reclaim it. You should contact your local Garda Station who can advise you if it has been handed in to any Garda station.

– The Gardaí have a better chance of retrieving your property if you can provide them with the licence number of the cab you were in – this is shown on your receipt.

– If the item has not been handed in when you first make the enquiry, it may be worthwhile to ask again a week or so later, as the driver might not hand the item in immediately it has been found. The Gardaí will ask you for proof of identity before handing over any property.

Do I have to take the first taxi on a queue at the rank?

No. At a taxi rank the passenger may choose to travel in a taxi other than the one at the head of the queue.

Can I bring/carry with me my assistance/guide dog and mobility aids?

YES. SPSVs (small public service vehicles) must carry guide dogs and mobility aids at no extra charge for customers who need them.

Where can I find or book a wheelchair accessible vehicle?

The Authority maintains a register of all wheelchair-accessible taxis and hackneys. If you have difficulty obtaining an accessible service, the Authority may be able to provide you with contact  details for an operator in your locality. Call the Authority’s Information Line on 0761 064000

How can I commend a driver if I received exceptionally good service?

If you feel you have received exceptionally good service and would like to commend the driver or SPSV operator, please call our Information Line on 0761 064000 with the details of the operator.

(These details are shown on your receipt.)

How can I make a complaint about a taxi service?

A complaint form is available on this website here.

Alternatively, complaint forms are available by calling our Information Line on 0761 064000, or you can download the form here – Complaints Form NTA Sep 2011.

The complaint form must be completed, providing all relevant details regarding the incident. Send the completed form to us at the address shown on the form and enclose a copy of any receipt obtained for the journey in question – this will enable us to identify the operator who is the subject of the complaint.

How will my complaint be handled by the Authority?

We will investigate all formal complaints, and may invite any relevant witnesses to provide statements. When we have collected and evaluated this evidence, we may proceed in one of four ways:

– By giving advice to the operator;

– By issuing a formal warning to the operator;

– By initiating prosecution proceeding against the operator; or

– By taking no further action.

Action can be taken against an individual only if the evidence is of a sufficiently high standard. Complainants should be prepared to give evidence in court if necessary. We cannot process complaints made anonymously.

What complaints does the Authority handle?

Section 51 of the Taxi Regulation Act 2003 sets out the categories of complaint that can be dealt with by the Authority. These include complaints relating to:

– The condition and cleanliness of the vehicle;

– The conduct or behaviour of an SPSV operator or driver;

– Overcharging and other matters relating to fares; and The hiring of the SPSV.

What if the complaint relates to a criminal matter?

If the matter to which your complaint relates is of a criminal nature, you should contact An Garda Síochána. In an emergency ring 112 or 999.

What can I do if I think I’m being overcharged?

If you think you are being overcharged for a taxi journey, you should pay the fare displayed on the taximeter, including extras, but make sure you get a receipt. The driver is legally required to give you a printed receipt from the printer attached to the taximeter.

Check the details on the receipt:

– The Taxi Licence number on the receipt should match that shown on the roof sign of the taxi.

– The Registration number on the receipt should match the taxi’s registration plates.

– The Date, Start time and End time shown should be correct.

– The Total shown should match the amount paid.

– The Distance should (in your estimation) be correct for the journey.

If any of these details are incorrect, or the driver is unable or unwilling to provide a receipt, the driver may be operating illegally. Keep a note of the discrepancies and contact a member of An Garda Síochána or the Authority’s Consumer Information Line on 0761 064000.

Can a taxi driver refuse to take a passenger?

YES. A taxi driver may reasonably refuse:

– To undertake journeys of more than 30km;

– To allow passengers to consume food or drink in the vehicle;

– To carry, or continue to carry, passengers who are acting in a disorderly, abusive or offensive manner;

– To carry, or continue to carry, passengers who are likely to soil or damage the vehicle.