Passenger rights and responsibilities
Passenger services (where you're paying for the service) include urban buses, taxis, shuttles, intercity buses, limousine services, coaches and dial-a-driver services.
All passenger service operators are required to comply with a number of operating rules. In particular, all drivers of small passenger service vehicles (taxis, shuttles, etc) must wear an identification card and behave in an orderly and civil way.
You too have some obligations and there are some circumstances where operators can refuse to let you use their service. These include where:
- you have failed to pay for a fare previously
- the taxi driver feels threatened by you
- you appear to be under the influence of alcohol/drugs
- you are in a filthy condition
- you are consuming food or drink
- you are noisy, violent or disturbing the peace.
Taxi drivers cannot refuse to take you if your are accompanied by an animal needed to help with a disability, such as a guide, companion or hearing dog. They can refuse to take other pets.
Find out more about user rights and obligations in relation to these vehicles, including how to make a complaint.
Catching taxis in New Zealand - useful tips
- You don't have to take the first taxi on the rank.
- A taxi driver can't refuse to take you because you only want to go a short distance.
- A taxi driver can't refuse to take you if you have a disability or are accompanied by a guide dog.
- Taxi companies set their own prices, so it pays to be selective before you agree to use a taxi.
- Not all companies offer EFTPOS or credit card payment facilities, so make sure your taxi offers an option that suits you. The driver can charge you extra when you pay by any method other than cash.
- Fare schedules must be displayed on the outside of the left front door and inside the taxi. These fares are registered with us and let you know about the charges that apply.
- To avoid surprises, you can ask the driver for an indication of the final price before you start your journey.
- Where possible, drivers should always use the most direct or advantageous route to you. Double check with your driver if you have any doubts - and if you know the fastest way to your destination, ask them to follow that route.
- Your driver must act in an orderly and civil way, drive safely and provide a clean, safe vehicle for your journey.
- When you arrive at your destination, note the name of the taxi company and taxi number in case you leave something behind or want to make a complaint.
- If you feel unsafe at any time, demand to be let out at the next place where there are people.
- It's important that you take responsibility for your own safety, your personal property and making sure you don't pay more than you should for a taxi fare.
Taxi companies employ skilled and qualified drivers to provide their taxi services. If you're not satisfied with the service you receive, contact the taxi company straightaway. If the matter is serious or concerns criminal activity, contact the New Zealand Police or the NZ Transport Agency.
What is serious or criminal activity?
While serious or criminal activity includes assault and the theft of your belongings, it also includes where you feel:
- you've been treated unfairly because of your race or ethnic origins
- you've been treated inappropriately.
Complaints
Taxi and shuttle drivers are required to display in their vehicles information on how to make a complaint. In addition, operators of all types of passenger service are required to keep a register of complaints, which we review from time to time.
If you're concerned about the actions of a passenger service operator or driver, it's a good idea to discuss the issue with the company first. Alternatively, you can talk to our contact centre.
