Source - Point to Point Transport Commissioner
Late last year the Point to Point Transport Commissioner launched the Taxi Fare Hotline. The Taxi Fare Hotline (1800 500 410) is a centralised reporting platform, set up with the taxi industry, to make it easy for passengers to report fare related issues. Taxi companies can then address these issues directly with passengers and taxi drivers, which may involve a driver failing to use the meter, overcharging or refusing a fare unless the passenger agrees to a fixed fare.
Since its launch the Hotline has been utilised by passengers throughout NSW and is supporting the taxi industry to deal with the minority of drivers who choose to do the wrong thing and also ensure passengers are getting a fair fare. The Hotline is only for fare related issues and the Commissioner’s Industry Contact Centre, 131 727, should still be used for all other inquiries.
What happens when you are notified of a complaint?
Taxi service providers (TSP) will be notified via email that a complaint from a passenger has been provided to the Taxi Fare Hotline. The TSP must then investigate and report outcomes of this investigation to the Commissioner via the Industry Portal in a timely manner, this includes actions taken, feedback provided to the complainant, and the outcomes, including what steps were taken to discipline the driver, where appropriate.
More detail and step-by-step instructions on how to report outcomes to the Commissioner can be found in the Reporting Taxi Fare complaints fact sheet, please ensure you understand what you need to do if you are notified of a complaint by our Hotline team.
In addition to the fact sheet, more information will be sent out shortly regarding reporting to the Taxi Fare Hotline, however, in the meantime, if you have further questions, please contact the Industry Contact Centre on 131 727.
Taxi Fare Hotline Stickers – mandatory from 1 September
Taxi Fare Hotline stickers must be displayed, by law, both inside and outside all taxi vehicles in NSW from 1 September 2023.
The hotline stickers display the following information:
The Taxi Fare Hotline telephone number
A QR Code link to the Taxi Fare Hotline telephone number
A statement that the meter must always be on during a rank and hail trip.
The stickers must be clearly visible to all passengers in the taxi, and to prospective passengers. A minimum of two stickers must be displayed – at least one on the outside of the vehicle and one inside the vehicle: the left-hand side of the vehicle is recommended. It is recommended that three to four stickers are displayed to ensure all passengers can see them. The Displaying Taxi Fare Hotline stickers fact sheet has detailed information on the law, how many stickers should be displayed, where to place them and how to order more – please ensure you read this fact sheet. Taxi Fare Hotline stickers have been sent to all service providers and should be received ahead of 1 September 2023. Taxi licence holders who are affiliated with a network should obtain their stickers from their service provider. What next? Enforcement will focus on an educative approach for the first four weeks. As a part of your communications with drivers, you should advise them that the Taxi Fare Hotline is operating on a 24-hour a day basis, 7 days a week. This means that passengers who experience taxi drivers not turning on the meter, demanding a set fare, or refusing a trip will have an additional and dedicated line to report any incident. Drivers should also be directed to ensure that the stickers are displayed, undamaged and legible as part of their pre-departure checks. They should alert the TSP or licence holder if the stickers are not displayed, are damaged or illegible. If you require further information, the Commissioner’s website contains information and fact sheets on the Taxi Fare Hotline or call the Industry Contact Centre on 131 727.