Guide for Authorised Taxi-cab. Network Providers and Taxi-cab. Network Services Standards for the. Sydney Metropolitan, Newcastle

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1 Guide for Authorised Taxi-cab Network Providers and Taxi-cab Network Services Standards for the Sydney Metropolitan, Newcastle and Wollongong Transport Districts and the Local Government Areas of Gosford and Wyong May 2008 Table of Contents

2 Glossary... 4 Part A: Introduction Purpose Scope... 7 Part B: How to become an authorised taxi-cab network provider Taxi-cab network providers must be authorised Purpose of authorisation Application for authorisation as a taxi-cab network provider Criteria for authorisation as a taxi-cab network provider Term and renewal of authorisation as a taxi-cab network provider Part C: Taxi-cab Network Services Standards Introduction Service Levels Taxi-cab Booking Service Supervision and compliance with network rules and by-laws Directions Driver training Driver safety Electronic Toll Tags Advertising Livery and uniforms Fares Government subsidy schemes Offloading bookings Monitoring Customer service Reporting Sanctions Page 2 of 98

3 Part D: General matters for authorised taxi-cab network providers Conditions of authorised as a taxi-cab network provider Audit and Compliance Force Majeure Events Publication of Key Performance Indicators Reports Performance Reports Annexures Annexure 1 Application Checklist Annexure 2 Requirements for an Approved Vehicle Tracking Device Annexure 3 Security Camera systems Annexure 4 Driver Protection Screens Annexure 5 OHS Resolution Protocols for the Taxi Industry Annexure 6 Advertising and Livery Guidelines Annexure 7 Maximum Fare Schedule Annexure 8 Taxi Meter Standards Annexure 9 Lost Property Procedures Annexure 10 Key Performance Indicators Annexure 11 Taxi Industry Business Rules for Customer Service Feedback Management Page 3 of 98

4 Glossary (1) Words and expressions used in this document have the same meanings as they have in the Passenger Transport Act 1990 and the Passenger Transport Regulation 2007, as amended from time to time. These include the following: accredited taxi-cab operator means a person accredited under Division 3 of Part 4 of the Passenger Transport Act 1990 for the purpose of carrying on a taxi-cab service. authorised taxi-cab driver means a person authorised under Division 5 of Part 4 of the Passenger Transport Act 1990 to drive a taxi-cab. authorised taxi-cab network means a taxi-cab network carried on by an authorised taxi-cab network provider. authorised taxi-cab network provider means a person authorised under Division 6 of Part 4 of the Passenger Transport Act 1990 to operate a taxi-cab network. taxi-cab means a motor vehicle: (a) which is used to provide a public passenger service (other than a regular passenger service, a long-distance service, a charter service or a tourist service), and (b) which, for the purpose of procuring passengers, is made to ply or stand for hire in a road or road related area. taxi-cab booking service means the service if: (a) accepting bookings for taxi-cabs from members of the public, and (b) transmitting messages to taxi-cab drivers by telecommunication to appropriate receivers with which the taxi-cabs are fitted. In order to facilitate the provision of taxi-cab services. taxi-cab network means a facility provided for the delivery of taxi-cab services involving affiliated accredited taxi-cab operators, including a taxi-cab booking service. taxi-cab service means a public passenger service carried on by means of one or more taxi-cabs. wheelchair accessible taxi-cab means a taxi-cab that has wheelchair access. (2) In addition, in this document: Booking service dispatch provider means an entity which provides a taxi-cab booking service on behalf of an authorised taxi-cab network provider. Central Coast licensing area means the areas within the boundaries of the City of Gosford and Wyong local Government areas in which taxi-cabs are licensed to operate. Page 4 of 98

5 CFI is a customer feedback item, which is any individual piece of feedback that has been received from a customer. CFMS is a Customer Feedback Management System referred to in the Taxi Industry Business Rules for Customer Feedback Management and incorporates the technology used and the processes involved in the management of feedback. Force Majeure Event means an extraordinary event or circumstances which are beyond the reasonable control of an authorised taxi-cab network provider, including but not limited to acts to God, natural disasters, acts of war or terrorism, riots and strikes outside the network provider s control. Metropolitan transport district means the Metropolitan transport district established under s. 108 of the Transport Administration Act Newcastle transport district mean the Newcastle transport district established under s. 108 of the Transport Administration Act Requirements for an Approved Vehicle Tracking Device means the requirements for a vehicle tracking device established for the time being by the Director-General by order published in the Gazette, a copy of which is in Annexure 2, pursuant to clause 3 of the Passenger Transport Regulations Service levels means the service levels set out in Part C, paragraph 2. Standard taxi-cab means a taxi-cab other than a wheelchair accessible taxi-cab. Standard taxi-cab service means a taxi-cab service which, for the avoidance of doubt, includes the provision of wheelchair accessible taxi-cab. Taxi Transport Subsidy Scheme means the scheme, administered by the NSW Government, which provides taxi travel at a subsidised rate to participants who are unable to use public transport because of a qualifying severe and permanent disability. Taxi Transport Subsidy Scheme travel docket means a travel docket issued by the NSW Government under the Taxi Transport Subsidy Scheme. Wheelchair Passenger means a person who uses a wheelchair and hires a wheelchair accessible taxi (WAT), irrespective of whether they wish to, or are able to transfer from their wheelchair into the taxi-cab. Wollongong transport district means the Wollongong transport district established under s. 108 of the Transport Administration Act Page 5 of 98

6 Part A: Introduction 1. Purpose 1.1 This document is one of the principal instruments by which the Ministry of Transport will establish and manage its relationship with taxi-cab network providers. By containing network service standards determined under the Passenger Transport Act 1990, it forms part of the regulatory framework within which network providers are to operate to provide clean, safe and reliable taxi services to the travelling public. This document recognises that the provision of these services is achieved through a complex set of regulatory mechanisms that reflects the structure of the NSW Taxi Industry and provides clarity on the taxi-cab network provider s accountabilities, include how these accountabilities are to be appropriately cascaded down through to taxi-cab operators and drivers. In this regard, the taxi-cab network provider is considered to be the principle entity for taxi-cab services. 1.2 The Ministry of Transport will use this document, in conjunction with existing legislation, as a basis for its regulatory relationship with taxi-cab network providers. This relationship will be established in the following principles: (a) (b) (c) (d) (e) (f) That network authorisation enables an entity to establish a taxi-cab service that is a key part of the NSW public transport network; That each network provider has a responsibility to the travelling public for the provision of taxi-cab services on a non-discriminatory basis; That the Government does not purchase taxi-cab services and there is therefore recognition of the need by networks to operate in a commercial environment; That there is a clear understanding of the roles and responsibilities of all participants in the taxi industry; That each network provider is responsible for ensuring its sub-fleets comply with the service standards; That superior performance is to be obtained through engagement, mutual cooperation and partnership; and (g) That non-performance may result in: (i) the imposition of financial sanctions on taxi-cab network providers; (ii) variation, suspension or cancellation of an authorisation of a taxi-cab network provider; and/or (iii) prosecution of a taxi-cab network provider. 1.3 The taxi-cab network service standards contained in this document have been developed by Ministry of Transport in consultation with key stakeholders. They supersede the interim Standards for Authorised Taxi-Service Radio Page 6 of 98

7 2. Scope Communication Networks (September 1993), some of which have already been incorporated in the Passenger Transport Regulation They prescribe, among other things, the service levels authorised taxi-cab network providers must achieve and provide a mechanism for monitoring performance against these levels. The Director-General of the Ministry of Transport is authorised to determine these service standards under s. 34E of the Passenger Transport Act The taxi-cab network service standards may determined by the Director- General of the Ministry of Transport from time to time under s. 34E(3) and, accordingly, they may be varied from time to time by the Director-General. Any amendments to this document, including to the network service standards and the Annexures, will be made publicly available. 2.1 This document: (a) (b) (c) in Part B provides a guide for applicants seeking authorisation as a taxi-cab network provider; in Part C contains the taxi-cab network service standards to be applied by authorised taxi-cab network providers authorised to operate within: (i) the Metropolitan transport district; (ii) the Wollongong transport district; (iii) the Newcastle transport district; (iv) the local government areas of Gosford and Wyong; or (v) any other area not included within a transport district in which taxi-cab that are licensed to operate in a transport district may also operate; and in Part D provides a guide as to matters of relevance to authorised taxicab network providers generally. Part B: How to become an authorised taxi-cab network provider This is only intended to be a guide for applicants seeking authorisation as a taxi-cab network provider. Applicants should have regard to the Passenger Transport Act 1990 and the Passenger Transport Regulation 2007 which can be accessed through links on the Ministry of Transport s website Page 7 of 98

8 1. Taxi-cab network providers must be authorised 1.1 The Director-General may authorise persons to operate taxi-cab networks. It is an offence to operate a taxi-cab network without authorisation, with a maximum penalty of $110,000 (section 34, Passenger Transport Act 1990). Extract from Passenger Transport Act Requirement for authorisation (1) The Director-General may authorise persons to operate taxi-cab networks, subject to and in accordance with this Division. A person authorised under this Division is referred to in this Part as an authorised taxi-cab network provider. (2) A person who operates a taxi-cab network, being a network operating wholly or partly within New South Wales, is guilty of an offence unless the person is an authorised taxi-cab network provider. Maximum penalty: 1,000 penalty units. 2. Purpose of authorisation 2.1 The purpose of authorisation as a taxi-cab network provider is outlined in section 34 of the Passenger Transport Act Extract from Passenger Transport Act Requirement for authorisation (3) The purpose of authorisation under this Division is to attest: (a) that the authorised person is (or, in the case of an authorised person that is a corporation, the designated directors and managers of the corporation are) considered to be good repute and in all other respects fit and proper to be responsible for the operation of a taxicab network, and (b) that the authorised person has demonstrated the capacity to meet and continue to meet the appropriate requirements with respect to: (i) Financial viability, and (ii) the delivery of taxi-cab services, including a taxi-cab booking service, and (iii) supervising and monitoring taxi-cab operators and taxi-cab drivers, to the degree and in the manner required in respect of a taxi-cab network. (4) The appropriate requirements are: (a) such requirements as may by prescribed by the regulations, and (b) the standards determined under section 34E. Page 8 of 98

9 3. Application for authorisation as a taxi-cab network provider 3.1 An application for authorisation as a taxi-cab network provider is to be made to the Director-General. The prescribed fee for the consideration of an application for an authorisation to operate a taxi-cab network is $500 (clause 171(1), Passenger Transport Regulation 2007). Extract from Passenger Transport Act A Application for authorisation (1) A person may apply to the Director-General for authorisation under this Division. (2) An applicant is required to pay any fee fixed by the regulations for consideration of the application. (3) An application made by a corporation is not to be considered by the Director- General unless the corporation nominates designated directors or managers (as referred to in section 35). (4) For the purposes of subsection (3), the Director-General may, from time to time, determine the number of persons who are to be nominated as designated directors and the number of persons who are to be nominated as manager. Such a determination may be made generally or in any particular case or class or cases. (5) Procedures for making and dealing with applications may be settled by the Director-General, subject to any provisions of the regulations. 4. Criteria for authorisation as a taxi-cab network provider 4.1 An applicant for authorisation as a taxi-cab network provider must: (a) (b) meet the criteria for authorisation in the Passenger Transport Regulation 2007; and satisfy the Director-General as to any matter the Director-General considers relevant, before an application is granted. Extract from Passenger Transport Act B Grant or refusal of application (1) Having regard to the purpose of authorisation under this Division, the Director-General may grant an application and authorise the applicant to operate a taxi-cab network or may refuse the application. (2) Before an application is granted, the applicant must meet any criteria set forth in the regulations and must satisfy the Director-General as to any matter the Director-General considers relevant. (3) An applicant is required to pay any fee fixed by the regulations for the authorisation when first issued. (4) Particulars of an authorisation are to be given in writing by the Director- General to the authorised person. (5) An authorisation may be given so as to be general or limited, that is to say: (a) appropriate generally for taxi-cab services, or (b) appropriate only for the service or services designated in the authorisation, or for a service or services having scope or characteristics so designated. Page 9 of 98

10 Passenger Transport Regulation Clauses of the Passenger Transport Regulation 2007 prescribe the criteria which an applicant for authorisation as a taxi-cab network provider must meet before an application is granted. Page 10 of 98

11 Extract from Passenger Transport Regulations Standards to be met, and information to be provided, by applicants for authorisation to operate taxi-cab networks. (1) An applicant for authorisation under Division 6 of Part 4 of the Act (that is, authorisation to operate a taxi-cab network) must meet the standards set forth in, and provide the information required by, this Subdivision, to the satisfaction of the Director-General. (2) If the applicant is a corporation, the directors or managers of the corporation who are nominated as designated directors or managers under section 35 of the Act must meet the standards (other than the standards specifically to be met by corporation applicants) set forth in, and provide the information required by, this Subdivision, to the satisfaction of the Director-General. 165 Applicant to be of good repute (1) The applicant must be of good repute. (2) Evidence of the applicant s good repute is to be provided in the form of references from 2 persons (being persons, excluding employees of the applicant, of any class approved by the Director-General) who have known the applicant for at least 2 years. 166 Applicant to be fit and proper person to operate taxi-cab network (1) The applicant must be a fit and proper person to operate a taxi-cab network. (2) The applicant must declare in writing that the applicant is aware of the following: (a) accreditation will be refused if the applicant is disqualified, under Part 2D.6 (Disqualification from managing corporations) of the Corporations Act, from managing corporations, (b) accreditation may be refused if the applicant (or a director or a manager of an applicant corporation) has been subject of proceedings under section 588G (Director s duty to prevent insolvent trading by company) or section 592 (Incurring of certain debts; fraudulent conduct) of the Corporations Act, (c) if the applicant: (i) (ii) if the director of the company that has been, or is in the course of being, wound up under Part 5.4 (Winding up in insolvency) of the Corporations Act, or discloses any convictions or charges in accordance with subclause (3), the Director-General may, for the purpose of determining the applicant s fitness to be an authorised taxi-cab network provider, cause any investigation that the Director- General considers appropriate to be made into winding up, conviction or charge concerned. Page 11 of 98

12 (3) The applicant must give the Director-General written notice of the following: (a) full details of all offences of which the applicant has been convicted (in any jurisdiction) at any time during the 5 years immediately preceding the date of application. (b) full details of all alleged offences with which the applicant has been charged (in any jurisdiction) but only if, as at the date of the application, proceedings are pending in respect of the charge. (4) If there are no convictions or pending proceedings against the applicant (as referred to in subclause (3)), the applicant must give the Director-General a written statement of that effect. 167 Applicant to have technical competence to operate taxi-cab network (1) The applicant must: (a) demonstrate that the applicant has the necessary technical knowledge, equipment and competence to operate a taxi-cab network, and (b) satisfy the Director-General that: (i) appropriate technicians (whether employees or contractors of the applicant) will be available at all times to ensure that, as far as possible, faults in transmission can be rectified within an hour after they occur, and (ii) the network will have in place arrangements (including a Disaster Recovery Plan) that will, in the event of a breakdown in the central transmitter, permit continuous access to and from the network by all the taxi-cabs of the accredited taxi-cab operators affiliated to the network, and (iii) appropriate facilities (whether those of the applicant or of a contractor of the applicant) will be available to service and repair the network s equipment expeditiously, and (c) provide the Director-General with the following: (i) a copy of the applicant s licence to operate a Communications and Media Authority, (ii) full details and specifications of the equipment to be used by the network, together with a report from a qualified communications engineer certifying that, in opinion of the engineer, the equipment is reliable and will provide adequate transmission and reception throughout the areas of operation of the taxi-cabs to be connected to the network, (iii) full details of a regular maintenance program for the equipment, (iv) full details of the method by which the network will register the activation of duress alarm systems in taxi-cabs and identify the location of the taxi-cabs concerned, (v) if any taxi-cab to be connected to the network is required by this Regulation to be fitted with an approved security camera system full details of the applicant s facilities for the receipt, storage, reproduction and disposal of video recordings from security camera systems. Page 12 of 98

13 168 Applicant to be financially capable of operating taxi-cab network (1) The applicant must be financially capable of operating a taxi-cab network. (2) Evidence of the applicant s financial standing is to be provided in the form of the following: (a) a report from a qualified accountant (other than an employee of the applicant), on the accountant s business letterhead, on the applicant s financial capacity to operate a taxi-cab network, (b) a statement from the applicant s banker setting out the bank s credit assessment of the applicant (or the applicant s relevant business), (c) if the applicant is: (i) (ii) a corporation copies of its annual financial reports, as lodged with the Australian Securities and Investments Commissions, or a co-operative copies of its annual reports lodged under section 252 of the Co-operatives Act 1992, for the immediately preceding 5 years, (or, if the corporation or co-operative has been existence for less than 5 years, for all the preceding years of its existence). 169 Applicant to have managerial competence to operate taxi-cab network (1) The applicant must satisfy the Director-General that the applicant has the necessary managerial skills and expertise to operate a taxi-cab network. (2) In particular, the applicant must: (a) provide the Director-General with full details of: (i) a training program, to be undertaken by drivers of taxicabs and other users of the network, covering customer relations and the use of the communications equipment, duress alarm system, vehicle tracking devices and security cameras, and (ii) the standards and rules that will govern the operation of the taxi-cab network (including standards and rules concerning the booking and despatching procedures and the operation of communications equipment by drivers of taxi-cabs), and (b) satisfy the Director-General that the applicant has the ability and the willingness to discipline any user of the network who fails to meet the standards or comply with the rules referred to in subclause (2) (a) (ii). Page 13 of 98

14 170 Information to be provided The applicant must provide the following with the application: (a) if the applicant is a corporation or co-operative, copies of: (i) the applicant s constitution or rules, and (ii) the proposed network by-laws, (b) a copy of the proposed agreement between the applicant and affiliated accredited operators, (c) if the applicant intends to use or retain the services of a particular authorised taxi-cab inspection station details of that station, (d) if the applicant intends to pass booking requests received by it to another authorised taxi-cab network provider a copy of the proposed agreement between the applicant and the other provider, (e) if the applicant intends to provide a taxi-cab booking service through a booking service despatch provider, copies of: (i) the booking service despatch provider s licence to operate a communication network, issued by the Australian Communications and Media Authority, and (ii) the proposed agreement between the applicant and the booking service despatch provider concerned. Additional matters relevant to the grant of authorisation 4.3 For the purpose of section 34B(2) of the Passenger Transport Act 1990: (a) the Director-General will require an applicant for authorisation as a taxicab network provider to submit the following additional information with the application: (i) (ii) (iii) (iv) (v) (vi) a statement of business intent; the applicant s constitution or rules, if the applicant is a corporation or co-operative; the proposed network by-laws; the proposed standard agreement between the applicant and the affiliated accredited operators; whether the applicant intends to use or retain the services of an authorised taxi inspection station; where the applicant intends to off-load booking requests received by it to another authorised taxi-cab network provider, a copy of the proposed agreement between the applicant and the other network provider or providers; and Page 14 of 98

15 (vii) where the applicant intends to provide a taxi-cab booking service through a booking service dispatch provider: A. a copy of the booking service dispatch provider s licence to operate a Communications and Media Authority, if any; and B. a copy of the applicant s proposed agreement with the booking service dispatch provider to provide this service; (b) (c) in order to satisfy the Director-General that the network will have in place arrangements that will permit continuous access to and from the network by all the taxi-cabs of the accredited taxi-cab operators affiliated to the network, as required by clause 167(1), an applicant will be required to provide to the Director-General any material relevant to the continuity of the service, including a Disaster Recovery Plan or similar document; and any certification required by clause 167 of the Passenger Transport Regulation 2007 is to be undertaken by an independent engineer having qualifications that meet the requirements for membership of the Institute of Engineers, Australia, as an electrical engineer, electronics engineer or telecommunications engineer. 4.4 An application checklist is contained in Annexure 1, which is only intended to be a guide for applicants seeking authorisation as a taxi-cab network provider. Applicants should have regard to the relevant legislation. 5. Term and renewal of authorisation as a taxi-cab network provider 5.1 The term of an authorisation as a taxi-cab network provider and its renewal are governed by section 34C of the Passenger Transport Act For the purposes of s. 34C(1), an authorisation as a taxi-cab network provider will generally remain in force for a period of seven (7) years from the date the authorisation is granted. The term will be specified in the particulars of each network provider s authorisation. 5.3 Prior to expiry of the term of an authorisation, a taxi-cab network provider may apply for renewal of the authorisation in accordance with procedures settled by the Director-General. Page 15 of 98

16 Extract from Passenger Transport Act C Terms of and renewal of authorisation (1) An authorisation under this Division, unless sooner suspended or cancelled, remains in force for a period determined by the Director-General and specified in the particulars of the authorisation. (2) An authorisation is renewable from time to time on payment of the fee fixed by the regulations. (3) Procedures for renewal may be settled by the Director-General, subject to any provisions of the regulations. 5.4 Pursuant to clause 171(2) of the Passenger Transport Regulation 2007, the prescribed fee for the renewal of an authorisation to operate a taxi-cab network is $300. Part C: Taxi-cab Network Services Standards 1. Introduction 1.1 Part C of this document contains the taxi-cab network service standards to be applied by each authorised taxi-cab network provider in respect of those taxicabs, connected to its network and operated by affiliated taxi-cab operators, which have an area of operation within the Metropolitan transport district, the Newcastle transport district, the Wollongong transport district or the local government areas of Gosford and Wyong. 1.2 The authorisation of each taxi-cab network provider is subject to a condition that the network provider must comply with the service standards determined under section 34E of the Passenger Transport Act Section 34E provides relevantly: Page 16 of 98

17 Extract from Passenger Transport Act E Statutory conditions regarding affiliation and service standards (2) Each authorisation under this Division is subject to a condition that the authorised taxi-cab network provider must comply with service standards determined under this section. (3) The Director-General may from time to time determine service standards with which authorised taxi-cab network providers are required to comply, being: (a) standards with which the network providers must themselves comply, and (b) standards that the providers must ensure taxi-cab operators and taxicab drivers comply with. (4) Without limitation, standards for an authorised taxi-cab network provider may make provision for or with respect to: (a) requiring the network provider to accept applications for affiliation by, and to maintain affiliation with, accredited taxi-cab operators, so long as they pay the network booking service fees and abide by the rules of the network, and (b) the rules of the network so far as they apply to taxi-cab operators and taxi-cab drivers, and (c) maintenance of vehicles used as taxi-cabs, and (d) safety of taxi-cab drivers and of their passengers, and (e) (f) (g) (h) (i) (j) training of taxi-cab drivers, and requiring the network provider to ensure that specified service levels for the carrying out of services related to the network provider s taxi-cab booking service, and the provision of booked taxi-cabs, are met, and requiring the network provider to ensure that a specified number or type of taxi-cabs, or a percentage of the total number or type of taxi-cabs, operated by taxi-cab operators affiliated with the network provider are on the road: (i) from time to time, or (ii) at a specified location or locations, or (iii) at a specified time or times, or during a specified period or periods, or (iv) for the purpose of meeting demand arising from a specified event or events, and authorising the kinds of directions that the network provider is authorised to give taxi-cab operators and taxi-cab drivers, and without limiting paragraph (h), authorising or requiring the network provider to impose such service requirements on individual taxi-cab operators and taxi-cab drivers, or groups of taxi-cab operators and taxi-cab drivers, as are necessary to enable the network provider to comply with its obligations imposed by or under this Act, and requiring the network provider to supervise and monitor taxi-cab operators and taxi-cab drivers in relation to compliance with service requirements and other matters, and Page 17 of 98

18 (k) (l) (m) requiring reports to be furnished to the Director-General, whether on a regular basis or in specified circumstances or classes of circumstances or both, and providing facilities, including electronic monitoring facilities, as required by the Director-General, for the purpose of enabling or assisting the Director-General to monitor the performance of the network, the delivery of taxi-cab services by the network and the network s supervision and monitoring of taxi-cab operators and taxi-cab drivers, and entering into arrangements with the Director-General for this purpose, and enabling the Director-General to impose financial sanctions for contraventions of standards on the network provider (not exceeding an amount equal to 500 penalty units for any such contravention), and 1.3 The Director-General has determined these service standards under section 34E(3) of the Passenger Transport Act They prescribe the standards with which authorised taxi-cab network providers must themselves comply, as well as those with which network providers must ensure affiliated taxi-cab operators and drivers or taxi-cabs connected to their networks comply. 2. Service Levels 2.1 An authorised taxi-cab network provider is required to ensure that the following service levels for the carrying out of services related to the network provider s taxi-cab booking service and the provision of booked taxi-cabs are met. Notwithstanding these service levels, in accordance with the Disability Standards for Accessible Public Transport 2002 (Cth), an authorised taxi-cab network provider must ensure that the response times for wheelchair accessible taxi-cabs are the same as the response times for other taxi-cabs. A. Booking Answering 2.2 An authorised taxi-cab network provider must meet or exceed the following service levels relating to requests for bookings of taxi-cabs by intending passengers made through the taxi-cab booking service: (a) (b) 85% of requests for bookings by intending passengers must be answered by the taxi-cab booking service within one (1) minute; and 98% of requests for bookings by intending passengers must be answered by the taxi-cab booking service within two (2) minutes. An electronic request for booking is answered by the taxi-cab booking service when the request is acknowledged by the taxi-cab booking service. A request for booking is answered by a taxi-cab booking service when the telephone call is answered by the taxi-cab booking service s telephone exchange. B. Failure to connect 2.3 An authorised taxi-network provider must ensure that no more than 5% of requests for bookings by intending passengers fail to be connected to the taxicab booking service. This includes where the intending passenger abandons their request for booking while waiting for their request to be answered by the taxi-cab booking service. Page 18 of 98

19 C. Delivery 2.4 An authorised taxi-cab network provider must meet or exceed the following service levels relating to the maximum pick-up waiting times for intending passengers who have requested a taxi-cab through the taxi-cab booking service. (a) (b) (c) 85% of intending passengers to have a maximum pick-up waiting time of no more than fifteen (15) minutes; 98% of intending passengers to have a maximum pick-up waiting time of no more than thirty (30) minutes, and 99% of intending passengers to have a maximum pick-up waiting time of no more than sixty (60) minutes. The maximum pick up waiting time for an intending passenger who has requested a taxi-cab through the taxi-cab booking service is: (a) (b) for an immediate request, from the time the booking is accepted by the authorised taxi-cab network provider; or for a pre-booked request, from the time the pre-booked taxi-cab is due, to the time when the driver of the taxi-cab sets the taxi-meter in the motion. D. No Car Available 2.5 An authorised taxi-cab network provider must ensure that, for all booking requests received by an authorised taxi-cab network provider through a taxicab booking service, the proportion of requests which cannot be met does not exceed 3% of all requests made over a period of one (1) month. For the purpose of this service level, a booking request is not received by an authorised taxi-cab network provider where it accepts the offload of a booking request from another authorised taxi-cab network provider. An authorised taxi-cab network provider does not contravene this service level if it offloads a booking request it has received to another authorised taxi-cab network provider in accordance with paragraph 13 of these taxi-cab network service standards and that second network provider is able to meet the request. Page 19 of 98

20 3. Taxi-cab Booking Service 3.1 An authorised taxi-cab network provider must provide a taxi-cab booking service, either directly or through a booking service dispatch provider, that will provide adequate transmission and reception throughout the licensed areas of operation of the taxi-cabs connected to the network, twenty-four (24) hours a day, seven (7) days a week. 3.2 Where an authorised taxi-cab network provider provides a taxi-cab booking service through a booking service dispatch provider, the network provider must provide the Ministry of Transport with: (a) (b) (c) a copy of the formal agreement between the network provider and the booking service dispatch provider; a copy of the booking service provider s licence to operate a communications network issued by the Australian Communications and Media Authority, if any; and a report from a qualified electrical, electronics or telecommunications engineer certifying that, in the opinion of the engineer, the booking service dispatch provider s equipment is reliable and will provide adequate transmission and reception throughout the licensed areas of operation of the taxi-cabs connected to the network; if such information was not required to be provided in the authorised network provider s application for authorisation. 3.3 The taxi-cab booking service of an authorised taxi-cab network provider must be capable of providing the following services in relation to service reliability and driver and passenger safety: (a) monitoring the provision of taxi-cab services from acceptance of the intending passenger s request for booking to the passenger s arrival at the nominated destination, including: (i) (ii) (iii) (iv) (v) receipt of the booking by network provider; referral of the booking by the network provider to taxi-cabs connected to the network provider s taxi-cab network; acceptance of the booking by a driver of a taxi-cab connected to the network provider s taxi-cab network; pick up of the passenger at the nominated collection point, when the taxi-meter is set on the motion; and delivery of the passenger at the nominated destination, when the taxi-meter is stopped; (b) recording the following: Page 20 of 98

21 (i) (ii) (iii) (iv) (v) (vi) (vii) (viii) rejection of a booking by a driver of a taxi-cab connected to the network provider s taxi-cab network; when a driver of a taxi-cab connected to the network provider s taxi-cab network accepts a booking; when a passenger is picked up at the nominated collection point; the number of bookings received by a network provider and the number of bookings referred to taxi-cabs connected to the network provider s taxi network; the number of times an intending passenger follows up on their initial request for a taxi-cab; when a taxi-cab is not available to carry out the booking; when an intending passenger who has requested a taxi-cab through the taxi-cab booking service does not show at the nominated collection point; and the number of booking requests each taxi-cab connected to the network provider s taxi-cab network meets over any given period; (c) (d) (e) (f) if a booking request is offloaded by an authorised taxi-cab network to a authorised taxi-cab network to which it provides radio network services, recording the progress of that request in conjunction with that other network provider; carrying out direct voice communication with the drivers of each taxicab connected to the network provider s taxi-cab network; complying with the Requirements for an Approved Vehicle Tracking Device, a copy of which is in Annexure 2, as amended from time to time, insofar as they are applicable to authorised taxi-cab network providers; and producing monthly Key Performance Indicator Reports as required by paragraph 16 of this network service standards. Page 21 of 98

22 4. Supervision and compliance with network rules and by-laws 4.1 An authorised taxi-cab network provider is required to supervise and monitor affiliated accredited taxi-cab operators and authorised drivers of taxi-cabs connected to its taxi-cab network in order to ensure compliance with these taxi-cab network service standards. 4.2 An authorised taxi-cab network provider must: (a) (b) make readily available to affiliated accredited taxi-cab operators and authorised drivers of taxi-cabs connected to its taxi-cab network; and provide to the Director-General its taxi-cab network rules and by-laws, as amended from time to time. 4.3 An authorised taxi-cab network provider, is to ensure that its taxi-cab network rules and by-laws, are consistent, so far as they are relevant, with the requirements of the Passenger Transport Regulation as amended from time to time. 4.4 An authorised taxi-cab network provider, in the administration of its network rules and by-laws, must ensure that there is an internal appeal mechanism by which affiliated taxi-cab operators and drivers of taxi-cabs connected to their taxi-cab network may appeal against any measures imposed by the taxi-cab network provider to a review committee established by the network. 4.5 In clause 4.4, any measures imposed is a reference to any or all action that an authorised taxi-cab network provider would be authorised to take against a driver or affiliated operator under the network provider s rules and by-laws for a breach of discipline, including (but not limited to) a penalty, suspension, direction to undergo retraining or other administrative or disciplinary action. 5. Directions 5.1 An authorised taxi-cab network provider is authorised to give such directions to affiliated accredited taxi-cab operators and authorised taxi-cab drivers connected to its taxi-cab network, as the Director-General may require from time to time. 6. Driver training 6.1 An authorised taxi-cab network provider must ensure that authorised drivers of taxi-cabs connected to its taxi-cab network are provided with appropriate training in relation to the network rules, by-laws, procedures and systems. Page 22 of 98

23 7. Driver safety 7.1 In accordance with clause 174 of the Passenger Transport Regulation 2007, an authorised taxi-cab network provider must ensure that: (a) (b) (c) the equipment of the network is maintained, and users of the equipment are trained, to a level that ensures, as far as is possible, the efficient operation of alarms in taxi-cabs and the prompt response of network operators when such an alarm is activated, and equipment that registers the activation of alarms in taxi-cabs is monitored at all times that taxi-cabs connected to the network are being used as taxi-cabs, and if any taxi-cab connected to the network is required by the Passenger Transport Regulation 2007 to be fitted with an approved security camera system the equipment of the network is capable of producing video recordings downloaded from any such camera at all times while the taxi-cab to which it is fitted is being used as a taxi-cab. 7.2 In addition to complying with clause 174 of the Passenger Transport Regulation 2007, an authorised taxi-cab network provider must ensure that every taxi-cab connected to its taxi-cab network is fitted with a vehicle tracking device which complies with the Requirements for an Approved Vehicle Tracking Device, a copy of which is in Annexure 2, as amended from time to time, and which is: (a) (b) in proper working order; and certified to be in proper working order by an independent organisation as determined by the Director-General. 7.3 An authorised taxi-cab network provider must ensure that every taxi-cab connected to its taxi-cab network is fitted with a security camera system which complies with the requirements established for the time being by the Director- General by order published in the Gazette, pursuant to clause 3 of the Passenger Transport Regulation 2007, a copy of which is contained in Annexure 3. If a driver protection screen is also fitted the authorised taxi-cab network must also ensure that it complies with the requirements established for the time being by the Director-General by order published in the Gazette, pursuant to clause 3 of the Passenger Transport Regulation 2007, a copy of which is contained in Annexure An authorised taxi-cab network provider must comply with the Occupational Health and Safety Resolution Protocols for the taxi industry jointly developed by WorkCover NSW and the NSW taxi industry, a copy of which is in Annexure 5, as amended from time to time. In such cases where the authorised taxi-cab network provider is not affiliated with the NSW Taxi Council Ltd, the network provider is not required to comply with Step 3 of the Protocol. Page 23 of 98

24 8. Electronic Toll Tags 8.1 An authorised taxi-cab network provider must ensure to the best of its endeavours that all taxi-cabs connected to its taxi-cab network have an operational electronic tag which enables electronic toll collection on all toll roads in the Metropolitan transport district. 9. Advertising 9.1 An authorised taxi-cab network provider must to the best of its endeavours ensure that its affiliated accredited taxi-cab operators and authorised drivers of taxi-cabs connected to its network comply with any relevant provisions in the Passenger Transport Regulation 2007 related to advertising. 10. Livery and uniforms 11. Fares 10.1 An authorised taxi-cab network provider must submit any proposal to the Ministry of Transport for network livery or uniforms in accordance with the guidelines set out at Annexure An authorised taxi-cab network provider must to the best of its endeavours ensure that its affiliated accredited taxi-cab operators use only taxi-cabs that comply with the approval of the Ministry of Transport in relation to network livery An authorised taxi-cab network provider must require its affiliated accredited taxi-cab operators to ensure to the best of its endeavours that the authorised taxi-cab drivers of the taxi-cabs connected to the taxi-cab network are attired neatly and cleanly in a uniform which complies with the approval of the Ministry of Transport in relation to network uniforms An authorised taxi-cab network provider must ensure to the best of its endeavours that drivers of taxi-cabs connected to its taxi-cab network comply with the maximum fare schedule determined by the Director-General, from time to time, pursuant to section 60A of the Passenger Transport Act 1990, a copy of which is in Annexure 7, as amended from time to time An authorised taxi-cab network provider must ensure to the best of its endeavours that its affiliated accredited taxi-cab operators install taxi-meters in taxi-cabs connected to the taxi-cab network which comply with the standards for taxi-meters in Schedule 2 of the Passenger Transport Regulation 2007, a copy of which are in Annexure 8, as amended from time to time. Page 24 of 98

25 12. Government subsidy schemes 12.1 In providing a taxi-cab network, an authorised taxi-cab network provider must comply with government subsidy schemes for the delivery of taxi-cab services as administered by the Director-General. 13. Offloading bookings 13.1 An authorised taxi-cab network provider may only offload booking requests received by it through its taxi-cab booking service to another authorised taxicab network provider. 14. Monitoring 14.1 An authorised taxi-cab network provider: (a) (b) is to provide facilities, including electronic monitoring facilities, as required by the Director-General from time to time, for the purpose of enabling or assisting the Director-General to monitor the performance of the network, the delivery of taxi-cab services by the network and the network s supervision and monitoring of taxi-cab operators and taxi-cab drivers; and may enter into arrangements with the Director-General for this purpose. 15. Customer Service A. Customer Feedback Management System (CFMS) 15.1 An authorised taxi-cab network provider must: (a) (b) be connected to the CFMS; and comply with the Taxi Industry Business Rules and CFMS a copy of which is in annexure 11, as amended from time to time In complying with the Taxi Industry Business Rules for Customer Feedback Management, an authorised taxi-cab network provider must: (a) (b) (c) review and accept or decline to investigate a Customer Feedback Item (CFI) within five (5) days of notification of the CFI; advise the customer who submitted the CFI of receipt of the complaint within fourteen (14) days of receipt; and ensure that 95% of CFIs for which it is responsible are finalised to the satisfaction of the Director General of the Ministry of Transport within twenty-eight (28) days of receipt by the CFMS. B. Lost property 15.3 An authorised taxi-cab network provider must ensure that: Page 25 of 98

26 (a) (b) its affiliated accredited taxi-cab operators comply with any directions given by the Director-General in relation to lost property under clause 178 of the Passenger Transport Regulation 2007; and its affiliated accredited taxi-cab operators and authorised drivers of taxicabs connected to its network comply with the lost property procedures approved by the Director-General, pursuant to clause 178 of the Passenger Transport Regulation 2007, a copy of which are in Annexure 9, as amended from time to time. C. Child restraints 15.4 In accordance with clause 176 of the Passenger Transport Regulation 2007, an authorised taxi-cab network provider must ensure to the best of its endeavours that on every day at least 10% of taxi-cabs connected to its network are capable of being fitted with, and carry, a child restraint. 16. Reporting 16.1 On or before the fourteenth day of each month, an authorised taxi-cab network provider must submit a key performance indicator report for the preceding month to the Director-General A key performance indicator report must measure the performance of the authorised taxi-cab network provider against the key performance indicators listed in Annexure 10, as amended from time to time, with separate reports in relation to each of the following types of taxi-cab services, where relevant: (a) (b) (c) standard taxi-cab services; wheelchair accessible taxis; and for both standard taxi-cabs and wheel-chair accessible taxi-cabs connected to the network provider s taxi-cab network Where an authorised taxi-cab network provider is, by reason of a Force Majeure Event, unable to meet service levels in any month, the network provider may state in its key performance indicator report for that month, provided the report specifies: (a) (b) (c) (d) the nature and duration of the Force Majeure Event; which service levels it was unable to meet by reason of the Force Majeure Event; how the Force Majeure Event prevented the network provider from meeting the specified service levels; and what, if any, measures were taken by the network provider to remove or minimise the effect of the Force Majeure Event on meeting the specified service levels. Page 26 of 98

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