Customer’s rights & responsibilities

The customer’s rights

Fares and receipts
Taxis: 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.

Unreasonable refusal of service
Taxi drivers may not unreasonably refuse service for journeys of 30km or less.

Customer service
SPSV 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.

SPSV drivers must display their driver identification card and the passenger information card in clear view of the customer. At a taxi rank, the passenger may choose to travel in a taxi other than the one at the head of the queue.

Guide dogs/assistance dogs/mobility aids
SPSVs must carry guide dogs and mobility aids at no extra charge for customers who need them.

The customer’s responsibilities

Taxis: Customers are required to pay the full metered fare or agreed fare, including booking fees where appropriate, for each hire. Hackneys and limousines: Customers must agree the fare before the journey begins. The driver may request the customer to give a deposit, or to show proof that they are able to pay the fare, before agreeing to the hire.

Customers’ behaviour should be civil and orderly. Customers must not damage or dirty the vehicle, consume food or drink in it, or smoke in it. A soiling charge is payable by passengers who dirty or damage a taxi to the extent that it has to be taken out of service or will have to be cleaned or repaired at a cost. Customers should comply with any reasonable request by the driver to leave or not to enter the vehicle.

Customers should not ask the driver to carry more passengers than the maximum number shown on the tamper-proof licence disc. Customers should not ask the driver to break any road traffic legislation – for example, to exceed the speed limit.