Comments or Concerns

About the feedback process

Consumer Protection BC passes complaints on to the company and driver and either addresses concerns directly or refers people to the appropriate agency for complaint, investigation, and resolution.

To provide feedback or make a complaint about a trip refusal or any other item on the Taxi Bill of Rights, see the ‘making a complaint or comment' section below.

If you are a taxi passenger with questions about your rights, visit our information for passengers page. 

If you are a taxi driver with questions about your rights, visit our information for taxi drivers page.

A toll-free comment line, 1-888-564-9963, offers a centralized referral service operated by an independent agency, Consumer Protection BC. Consumer Protection BC will receive, respond to, track and then refer people as necessary with comments or concerns to the appropriate body for resolution. Consumer Protection BC has a complaint form on their website, where information can be sent in writing.

Making a complaint or comment

Call 911 in the event of an emergency, or to report safety issues or activities such as consumption of alcohol or drug usage by driver or passenger, dangerous or erratic driving, dangerous or erratic behaviour, or physical abuse.

Non-emergency complaints should be reported as soon as possible through the complaint line, 1-888-564-9963, or the complaint form on the Consumer Protection BC website. Provide your name and as much detail as you can on the four "W’s" mentioned below. If you don’t reach a Consumer Protection BC representative, leave a message with your call back information. You will be contacted at the earliest opportunity during business hours (8:30 am to 4:30 pm, Monday to Friday).

Who? company name, taxi number, and name of driver
What? description of the incident
When? date and time of the incident
Where? location where the incident occurred

Issue Resolution

Issues will be tracked and callers referred to the appropriate body for investigation, resolution and imposing penalties, if applicable. Consumer Protection BC will direct provincial regulation and licensing issues to the Ministry of Transportation and Infrastructure's Commercial Vehicle Safety and Enforcement (CVSE) Branch, municipal bylaw issues to the appropriate municipality, and service quality issues to the taxi company.

Issue handling policies and response times will differ between bodies, but the CVSE is committed to responding to provincial regulation and licensing issues during business hours, within 24 hours of being notified of the complaint.