Taxi Hotline Frequently Asked Questions

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1 Taxi Hotline Frequently Asked Questions The hotline Why has the government set up this hotline? The government is concerned about allegations of poor service standards in the taxi industry. The hotline enables the Department of Transport and Main Roads to gain further insight into the taxi industry and identify areas that require improvement or areas where the industry can be better regulated. What sort of issues should be directed to the hotline? This hotline has been set up to receive feedback on unresolved complaints and significant issues regarding the taxi industry. All complaints regarding taxi service and taxi driver behaviour are the responsibility of the relevant taxi company to investigate. Issues that have been raised with a taxi company and remain unresolved can be directed to the hotline. People that are unsatisfied with how their query or complaint has been managed by a taxi company can report the matter to the hotline. What will happen with my complaint? Complaints will be logged and analysed to determine trends or repeated instances of complaints about a particular issue. This information can then be used to guide future standards development and regulation changes for the industry. Feedback received by the government through the hotline and taxi organisations will be used to improve areas that require attention. Apart from issues that would normally be investigated by the department, such as reports of illegal practices or breaches of transport legislation, public feedback about service complaints will not be subject to further action. Rather, information gathered will be used to help gauge service delivery standards being provided by the industry as a whole. How do I raise an issue directly with a taxi company? Taxi companies accept feedback via telephone or via their websites. Where possible, you will need to provide the number of the taxi this number is on both the front and back windows of the vehicle. You should also make a note of the date and time of day so that the driver may be identified by the taxi company.

2 Each taxi booking company must have a complaints register and must record action taken as a result of a complaint. The department can audit the taxi company's complaints register. The process for making and resolving complaints regarding the taxi industry is also available from the department's website. Why is the government checking on the taxi industry? Safety and service levels of any government regulated industry are always a priority of the department, not just for the taxi industry. If needed, changes to industry standards or regulation will be made to ensure public confidence and a quality public transport system for Queenslanders. When will the hotline be operational? The hotline will be operational from 8.00 am to 5.00 pm Monday to Friday. How long will this hotline be available? The government will regularly review the calls made to the hotline to determine the public's demand for the service. A special webpage will also be established to advise the public of how to report incidents. Why are we only providing this service for the taxi industry? The hotline has been set up exclusively for the taxi industry because of the recent allegation of poor service standards. Government regulation of the taxi industry Why doesn't the government regulate the taxi industry? The Department of Transport and Main Roads does regulate the taxi industry by setting standards for drivers, operators and licence holders. The government also has contracts with taxi booking companies that impose minimum service levels that must be met. Why did the government decide to hand back the responsibility of assessing taxi drivers to the taxi company itself? The Department of Transport and Main Roads assesses applicants for driver authorisation not taxi companies. In conducting this assessment, an applicant's criminal and driving histories are taken into account. Applicants must also have successfully completed a taxi driver training course approved by the Department.

3 In major contracted areas, this training includes specific nationally endorsed competency units which must be delivered by a Registered Training Organisation. In addition, all applicants for taxi driver authorisation must successfully complete an English assessment to ensure that they meet the national minimum English standard for taxi drivers. How are drivers assessed? A person's driving ability is assessed based on the fact that they hold an open Australian Driver licence and have held a driver licence (other than a learner licence) issued in Australia for at least 12 months. A person must prove their driving competence through practical and written examinations as part of the process of obtaining an Australian driver licence. Further assessment of a driver's local knowledge and taxi operating competence is conducted as part of the driver training provided by registered training organisations or taxi operators, where applicable. The assessment of an applicant's English proficiency is conducted by fully qualified and trained English assessors. How is Queensland different from other states and countries? All states and territories of Australia have similar systems for issuing taxi driver authorisation. This is further supported by the recent introduction of the national taxi driver training framework which includes the implementation of a national minimum English standard for taxi drivers and nationally endorsed taxi driver training competencies that must be delivered by a registered training organisation. Applying for a taxi driver authorisation Does each taxi driver have to have a taxi driver licence? Yes. The Department of Transport and Main Roads issues a driver authorisation to an individual after they have met the necessary requirements. Each person driving a taxi must have their own driver authority. If a person is caught driving without a driver authority, penalties of up to $ apply. Do you test a driver's driving ability before granting them driver authorisation? Applicants for driver authorisation must hold an open licence issued in Australia and must have held a driver licence (other than a learner licence) issued in Australia for at least 12 months. If a person is from a country that Australia does not recognise for driver licensing, they must pass a written test and practical driving test before being granted a driver's licence. Do you check a driver's driving history before approving their driver authorisation? Yes. The Department of Transport and Main Roads conducts a check of a person's Australian driving history before issuing them with driver authorisation.

4 Do you check a driver's criminal history before approving their driver authorisation? Yes. The Department of Transport and Main Roads conducts a national criminal history check on all applicants for driver authorisation. This very comprehensive check provides the department with the driver's full criminal history in Australia and New Zealand. The department is not generally required to conduct overseas criminal history checks as the Department of Immigration and Citizenship conducts those checks before issuing the person with a permanent or long-term temporary visa. In cases where the person is in Australia on a short-term visa and the Department of Immigration and Citizenship has not conducted a thorough criminal history check, the department may request the applicant to provide criminal history checks from the countries they have resided in overseas. Do taxi drivers have to have a Blue Card? The criminal history check undertaken by the Department of Transport and Main Roads includes a number of other offences which are applicable to taxi drivers as well as all offences included in the Blue Card check so a Blue Card is not required. Under what circumstances do drivers have their licences revoked? A driver authorisation can be suspended or cancelled for a variety of reasons including the driver being charged or convicted of a driver disqualifying offence, non-compliance with transport legislation, the driver is considered unsuitable to continue to hold driver authorisation based on their driving history or where it is considered in the public interest to suspend or cancel the person's driver authorisation. Fares How are fares calculated? In Brisbane, there are set metered taxi fares. There are different tariffs depending on, for example, the time of the trip and the number of passengers. The government regulates maximum fares. You can read more about taxi fares at Can a taxi driver charge additional fees? Yes, some additional fees are allowed. These include: A taxi booking fee ($1.50) where a hirer rings a taxi booking organisation, or uses other forms of electronic communication to hire a taxi. A late night security $2 surcharge. This surcharge is for hirings that begin between 12 am (midnight) and 5 am seven days/week, excluding Anzac Day (25 April). Tolls - all tolls may be charged to the passenger if the toll is incurred as part of the hiring.

5 High occupancy and luxury taxi hiring fee this charge is for hiring where a high occupancy or luxury taxi is used as long as the customer specifically requests the vehicle at the time of booking and is notified of, and agrees to, the additional fee at the time of booking. No surcharge can be applied for high occupancy or luxury taxis from a taxi rank. No surcharge can be applied for hirings that include a passenger in a wheelchair. Cleaning fee the driver of a taxi may charge the hirer up to $100 for soiling a taxi during a hiring. A driver can't charge a fee for services such as carriage of luggage or air-conditioning/heating. My taxi driver got lost while trying to find my destination do I have to pay the full fare? If a driver has to stop to examine a map, they must pause the meter until they commence driving again. If you consider the fare for your trip is in excess of the normal fare because the driver got lost, you can ask the driver to contact the taxi company to provide a quote. What if the driver refuses to contact the taxi company? If a driver refuses to contact the taxi company, a customer can elect to contact the company direct to obtain a quote. Many of the major taxi companies have fare calculators on their websites which enables customers to calculate an approximate fare for a particular journey. Can a driver operate the taxi with the meter turned off? Yes. The driver can negotiate a fare with the passenger but this fare cannot be higher than what the metered fare would normally be. This fare must be negotiated prior to the commencement of the journey. Can a driver demand cash payment only? No. Other forms of legal tender are acceptable, such as EFTPOS, Credit Card or Cab Charge. Do I need to give the taxi driver a tip?? No. Tipping is a personal decision and is up to the hirer. Must a taxi driver accept my Taxi Subsidy Scheme (TSS) Card? Yes. In the event that the electronic payment system is not working, drivers must complete the payment process manually using a Restricted Use Slip (RUS) docket. Foreign drivers Why are foreign drivers allowed to drive taxi cabs? Any person who has an entitlement to work in Australia, and meets the other requirements to become a taxi driver, can be granted a driver authorisation.

6 How can a person who has been in Australia only a short time be able to drive a taxi? Before being eligible to hold a driver authority, a person must: first hold an open Australian state or territory driver licence for twelve months have significant driving experience successfully complete approved training undertake criminal and traffic history checks meet all other relevant prerequisites. How can a person who can't speak English properly be driving a taxi? Applicants for driver authorisation must undertake an English assessment to demonstrate that they can speak and understand English. As of November 2010 this assessment is conducted by fully qualified and trained English assessors and is based on national minimum English standards for taxi drivers. Do I have to accept a taxi with a foreign driver? As a passenger you have a choice to use a particular taxi. How can a foreign driver who appears to be only years of age, be driving a taxi? Applicants for driver authorisation must be a minimum of 20 years of age and have at least three consecutive years driving experience. What are you doing about student visa holders, who are working more than 20 hours a week? The Department of Transport and Main Roads does an initial check when a person applies for driver authorisation to ensure they have an entitlement to work in Australia. Employers and visa holders are then responsible for the ongoing compliance with visa conditions. If you have specific allegations of people not complying with their visa conditions, you should contact the Department of Immigration and Citizenship's dob-in line on If students can only work 20 hours a week, why doesn't the taxi company just log them off? While taxi companies may choose to do this, it would not stop the taxi driver from doing only rank work, or even from working in another industry altogether. If you have specific allegations of people not complying with their visa conditions, you should contact the Department of Immigration and Citizenship's dob-in line on

7 Why are foreign drivers, who don't know their way around, allowed to drive taxis? Applicants for driver authorisation must prove that they know how to get to common destinations and major connecting roads. Drivers are allowed to use their GPS system when they are working to assist them in locating destinations. Training You can read more about taxi driver training and the Taxi Industry Reform Package at Service quality My taxi driver drove poorly/illegally/unsafely. What can I do about it? Like all drivers, taxi drivers must comply with Queensland road rules. Drivers can be fined and/or have their driver authorisation suspended or cancelled if they have an unsatisfactory driving history. Poor driving standards should be referred to the taxi company in the first instance. Do drivers have to maintain acceptable levels of personal hygiene? There is no legal requirement for drivers to maintain acceptable levels of personal hygiene. However, all taxi companies require their drivers to be clean and tidy. What vehicle standards (old, dirty or unsafe vehicles) apply to taxis? By law, taxis must not be more than six years old (excluding Maxi Taxis which must not be more than eight years old). All taxis undergo a comprehensive inspection by Department of Transport and Main Roads vehicle inspectors every six months. This inspection ensures that vehicles are maintained in good safe working order. The legislation also requires that taxis be kept in a clean state and are comfortable for passengers. Why are taxi drivers allowed to use their GPS? Applicants for driver authorisation must prove that they know how to get to common destinations and major connecting roads. Drivers are allowed to use their GPS system when they are working to assist them in locating destinations. My driver made inappropriate comments/gestures towards me or acted inappropriately. What can I do about it? You should contact the taxi company in the first instance if you consider the driver acted inappropriately towards you. If you believe you were assaulted by the driver, you should contact the Queensland Police Service.

8 Is the driver allowed to use a mobile phone while driving the taxi? The same laws apply to taxi drivers as to other citizens the driver can only use a hands free mobile phone while driving. Can taxi drivers smoke in their taxi? No. A driver cannot smoke in a taxi regardless of whether there is a passenger in the vehicle or not. Are taxi drivers meant to wear uniforms? This is up to each individual taxi company and most have some sort of uniform rules. All require taxi drivers to be clean and tidy. For further information on uniforms, contact your local taxi company. Can the taxi driver play music in the taxi? Yes, however the music should not be loud or offensive to the passenger. On request the taxi driver should turn the music down or off. Driver responsibilities and obligations Can a driver refuse to carry my assistance animal? No. Does a driver have to display their driver authorisation? The driver is not required to display their driver authorisation, however all taxi drivers must carry their driver authorisation while driving the taxi and produce that authority to an authorised person, such as a police officer or transport inspector, if requested. The Department of Transport and Main Roads is rolling out the introduction of an Authorised Taxi Driver Display Card progressively to all taxi service areas in Queensland commencing in For more information on the card and the areas where taxi drivers are required to display, please visit the Taxi Driver Display Card page at How many hours can a driver work in a shift (fatigue issue)? By law, drivers must not operate a taxi while fatigued. Taxi companies generally enforce maximum working hours in a shift to ensure drivers take appropriate breaks and do not drive while fatigued. Do drivers have to accept a job? Yes. A driver is required to accept a job unless it is unsafe to do so.

9 Does the driver of the taxi have to wear a seatbelt? Not in all circumstances. If there are no passengers in the taxi then the driver must wear a seat belt. Once there are passengers in the vehicle it is up to the driver if they wear a seatbelt. What are the drug and alcohol laws for taxi drivers? The alcohol laws are very strict and drivers must have a zero blood alcohol content when driving a taxi. The drug laws are the same as apply to all other citizens. Can taxi drivers take booking calls on their mobiles? No, unless the taxi driver refers the booking back to the taxi company. Legislation states that only taxi booking companies may take bookings for a taxi service. Ranks What is the role of the taxi marshal at some ranks like the airport? Taxi rank marshals are provided in areas where there are often numerous people queuing for taxis. This is often at airports and at late night taxi ranks in entertainment precincts. The taxi marshals organise the people in arrival order and make sure taxis attend the rank. Can these taxi marshals direct me into a particular taxi? The taxi marshal will direct you to the first available taxi however if you do not wish to use that particular vehicle, you may request the rank marshal to put you in another vehicle. If I go to a taxi rank and there is a line up of taxis can I choose my own taxi or do I have to take the first one in line? You may choose the vehicle you want. Other types of driver authorisation Are the checks different to bus driver authorisations, limousine driver authorisations and so on? No. The Department of Transport and Main Roads undertakes checks on all applicants for driver authorisation including criminal and traffic history checks. In addition to the standard minimum requirements, taxi drivers must successfully complete an English assessment and taxi driver training course as well as demonstrate knowledge of common destinations in their local area.