Top 10 questions for Consumers
What constitutes a call out charge?
A call out charge is when you have pre-booked a taxi over the phone/e-mail/text to call out to pick you up at a scheduled time. If you go into a dispatch centre and ask for a taxi that also constitutes a call out charge. You cannot be charged this if you are picked up in the street or at any transport terminal.
Can a driver charge for baggage at the airport?
No charge for any baggage is permissible although other extras do apply, e.g. for extra passengers.
Can I pick the route I want to take?
Yes, you may choose whichever route you prefer.
How exactly do you deal with complaints and why do they have to be in writing and not just taken over the phone?
They need to be documented in writing similar to a Gardai statement and signed for investigation purposes so both sides can put across their case.
Do drivers have to help me with my bags/luggage?
Drivers should provide reasonable assistance with loading and unloading of baggage.
What is the process for claiming lost property?
You should always call into the relevant Garda station to see if your property has been handed in.
What is the soiling charge and what happens if I don't have the money available to me at the time?
The soiling charge is designed to compensate the driver both for the expense incurred in having his vehicle cleaned or valeted to a high standard and for the loss of earnings resulting from the vehicle being off the road while this cleaning is being carried out. If you don't have the money at the time an agreement will have to be made between yourself and the taxi driver to arrange an amicable solution.
Why doesn’t the Commission handle all complaints in relation to drivers, i.e offences committed that would not be unique to drivers, for example, road traffic offences etc.
The offences we deal with are unique to SPSV drivers. Many standard SPSV journey incidents would come under general road traffic offences, e.g. speeding, dangerous driving etc. These are issues for the Gardai as they cover all road traffic offences whether from bus drivers, private motorists or taxi drivers. We can only handle complaints that are unique to SPSV drivers, e.g. overcharging, conduct and behaviour In the course of a fare and things like cleanliness of the vehicle.
Am I entitled to choose any taxi at a rank?
Yes, as a consumer your can choose whichever taxi you would like to travel in.
How do I commend a driver who went the extra yard to help me out?
If you give us as many details as possible we will make sure that particular driver is contacted by letter of commendation.
Should all fares be priced on the meter/ can the meter be turned off?
When a journey is pre-booked, customers may waive their right to have a particular journey charged on the meter. In this situation both the driver and the passenger must sign a prior written (waiver) agreement.
Frequently Asked Questions about the National Maximum Taxi Fare
Why a National Maximum Taxi Fare?
Up until September 2006, there were 35 taximeter areas in operation in Ireland, each of which had its own maximum taxi fare.
Having consulted widely the Commission for Taxi Regulation declared the entire country one taximeter area and introduced a single National Maximum Taxi fare. Since September 25th 2006, all taxi fares for all taxi journeys are calculated on the meter. A revised National Maximum Taxi Fare was announced on 22nd September 2008 and is effective from 1st November 2008.
What does a National Maximum Taxi Fare mean?
The fare structure underpinning the National Maximum Taxi Fare consists of:
- An initial charge
- A charge for further travel based on either distance travelled or the time elapsed and calculated across three graduated tariffs
- A premium at certain times and on certain days
- Extra charges, where applicable
When should I tip?
Passengers may give tips or gratuities at their discretion to acknowledge good service.
When can a discount be applied?
A discount can be given at the discretion of the driver.
Can I ask for a discount?
Yes but a driver is not obliged to give a discount.
When should the meter start in a wheelchair accessible taxi?
When the journey starts, or before the driver provides assistance to the passenger to enter the vehicle.
When should the meter stop?
The fare is paid upon stopping of the vehicle at the agreed destination.
What are extra charges?
Extra charges are applied as follows:
- Booking charge: Maximum €2.00 for journeys that are pre-booked.
- Extra passenger: €1.00 per adult. First child under 12 free, 2 or 3 children €1.00, 4 or 5 children €2.00 & 6 or 7 children €3.00
- Road-toll charges: Cost of the road toll may be added to the taxi fare
- Soiling charge: €140.00
Making a complaint in relation to the fare charged
In the event of a dispute, a customer should pay the fare displayed on the meter including extras, ensure they get a printed receipt and proceed to make a formal complaint which will be investigated by the Commission for Taxi Regulation as appropriate.
Frequently asked questions about the hire of a SPSV
When does the hire start at a taxi rank?
When the driver agrees to take the passenger (see below for why a driver might reasonably refuse a hire) – at which point the meter should start. The driver is entitled to start the meter before he or she helps with luggage or assists passengers into the vehicle.
When does the hire start for a pre-booking?
When the driver presents himself to the customer at the agreed time.
What defines waiting time?
For a pre-booked journey, waiting time starts when the driver has presented himself to the customer at the agreed time and ends when the journey commences.
Waiting time also covers any requested stops by the passenger during the journey (e.g. to pick up additional passengers).
The driver is entitled to leave the meter running in the above cases.
Who is the hirer at a rank?
The hirer at the rank is the person who engages the driver for the journey.
At what point is the hire confirmed?
The hire is confirmed once both parties agree to the terms and conditions of the hire.
What constitutes a pre-booked journey?
When a taxi, hackney or limousine is booked by telephone, email, fax, text (or any method other than by hailing in the street or engaging at a taxi rank or transport terminal).
What is reasonable refusal of a hire?
Taxi drivers have the right to refuse to carry a passenger requesting to travel in excess of 30km from the point of pick-up. A driver may also refuse a passenger who is disorderly.
Are booking fees discretionary?
Yes.
How to compliment or complain?
The majority of journeys taken in SPSVs are of a high standard. If you would like to compliment the driver or SPSV operator please call our Consumer Information Line on 1890 60 60 90. However, on the occasions where you are not happy with the service you received, you are entitled to make a complaint.
Complaint forms are available by calling the Commission for Taxi Regulation Consumer Information Line on 1890 60 60 90. This line is open from 8am – 8pm Monday to Friday. Download a complaint form in pdf format or Word format.
The complaint form must be completed, providing all relevant details regarding the incident and also enclosing a copy of any receipt obtained for the journey in question. The Commission must have sufficient evidence to identify the person who is the subject of a complaint. An acknowledgement letter will be sent upon receipt of all complaint forms.
Our enforcement team will investigate all complaints made in writing. The Commission will invite all relevant witnesses to provide a statement of the events. An investigation will assess evidence provided by all parties in a disputed situation. Once this evidence has been collected and evaluated, a decision will be made as to how to proceed with the complaint. The complaint may be concluded in one of four ways. These are:
- No further action
- Advice given
- A formal warning
- Prosecution in court
Only where evidence is of a sufficient standard will action be taken against an individual. All complainants should be prepared to attend court, if necessary, to give evidence regarding the incident. Complaints cannot be proceeded with ‘anonymously’.
The Commission for Taxi Regulation only requires personal information that is relevant in order to answer a specific query or process a specific task. For more information see the Commission for Taxi Regulation privacy statement (pdf download).
What complaints do the Commission for Taxi Regulation handle?
- Complaints dealt with by the Commission for Taxi Regulation are covered under Section 51 of the 2003 Taxi Regulation Act,
- Complaints in relation to the condition and cleanliness of the vehicle
- Complaints in relation to the conduct and behaviour of a SPSV operator or driver
- Overcharging or other matters relating to fares
- Matters relating to the hiring of the SPSV
What if the complaint is criminal in nature?
If your complaint against a SPSV operator or service is criminal in nature, you should contact the local Garda Station. In an emergency, you should always ring 112.