Frequently Asked Questions

• What is a Taxi Bill of Rights?
  The Taxi Bill of Rights is a statement of principles, outlining expectations between taxi drivers and taxi passengers.
• Why is the Bill necessary?
  The Bill is intended to help achieve higher service quality in Metro Vancouver, where over 50 percent of British Columbia’s taxis operate.
• Which taxi companies does the bill apply to?
  All taxis licensed to pick up passengers in Metro Vancouver.
• What municipalities and districts make up Metro Vancouver?
  The GVRD, or Metro Vancouver, is comprised of 21 municipalities and one electoral area:
  • Bowen Island Municipality
  • City of Burnaby
  • City of Coquitlam
  • City of Langley
  • Township of Langley
  • City of New Westminster
  • City of North Vancouver
  • District of North Vancouver
  • City of Pitt Meadows
  • City of Port Coquitlam
  • City of Port Moody
  • City of Richmond
  • City of Surrey
  • City of Vancouver
  • City of White Rock
  • Corporation of Delta
  • District of Maple Ridge
  • District of West Vancouver
  • Village of Anmore
  • Village of Belcarra
  • Village of Lions Bay
  • Electoral Area A (made up of 8 unincorporated areas)
• Who developed the Bill?
  The Ministry of Transportation and Infrastructure engaged in extensive consultations with the BC Taxi Association, the Vancouver Taxi Association, and other representatives of the taxi industry, in addition to taxi user groups, local government and enforcement officials. Their feedback was crucial in developing the Taxi Bill of Rights.
• Why are both passenger and driver rights included?
  While passengers have legitimate concerns regarding trip refusals and service quality, drivers also have concerns about their ability to protect their safety, getting paid, and being treated with respect.
• What if I need extra assistance?
  If you need help, ask your driver or make prior arrangements through the company. If your driver refuses to provide assistance, report the incident through the comments or concerns process.
• What are acceptable reasons for a driver to refuse to transport a passenger to a stated destination?
  Taxi drivers can refuse to transport a passenger:
  • to avoid breaking a law or condition of licence;
  • to protect their own, or any passenger’s, health or safety;
  • if the passenger does not provide a deposit, if requested, up to the estimated fare;
  • if the passenger is smoking, using offensive language, disorderly, or behaving in an offensive manner toward the driver or other passengers.
• Can I be refused service because I request a long or very short trip?
  No. A driver may not refuse to transport a passenger based on trip length, unless a law or condition of licence would be violated.
• What is an example of a condition of licence?
  Taxis are licensed to pick up passengers in specified zones only. Therefore, a driver may not be able to pick up a passenger at the location where another passenger is dropped off.
• Can I travel with an assistance dog?
  Under the Guide Animal Act a person travelling with a certified assistance dog must be treated the same, and be given the same rights of access, as a person not travelling with a certified assistance dog.
• What should I do if I am refused transportation?
  If you believe you have been inappropriately refused transportation, file a complaint.
• How do I make a complaint?
  Complaints can be reported by phone at 1-888-564-9963, or through the complaint form on the Consumer Protection BC website. Consumer Protection BC operates the centralized complaint line and referral service, ensuring all complaints are routed to the appropriate body for investigation and resolution. The telephone complaint line is available from 8:30 am to 4:30 pm Monday to Friday (excluding holidays). You can leave a message at any time, and someone will get back to you promptly during office hours.
• Is this process for reporting issues only to the provincial government ?
  No. Customers now have a single point of contact for all taxi issues. After recording the complaint, the Business Practices and Consumer Protection Authority will refer callers with provincial regulation and licensing issues to the Ministry of Transportation and Infrastructure - Commercial Vehicle Safety & Enforcement, municipal bylaw issues to the appropriate municipality, and service quality issues to the taxi company.
• What information is needed to follow up on a complaint?
  You will need to identify yourself, and provide as much detail as you can on the four "W’s":

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

• When do I contact a taxi company directly?
• Contact the taxi company directly for immediate service issues, such as cancelling a taxi you’ve ordered, asking about a taxi arrival time, or changing a pick-up time or location. If you have a negative experience with a taxi driver or dispatch please start by reporting it directly to the business to give them the opportunity to address.  If that does not resolve the issue and you’d like to follow up with a complaint, call the Consumer Protection BC complaint line: 1-888-564-9963, and they will help you find the best referral for your situation.
• Do I use the complaint line to report unlawful activity?
  No. 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.
• What happens after a complaint is made?
  Consumer Protection BC will consider and record your complaint, and refer you to the appropriate body for investigation and resolution.