Taxis and shuttles: Rights and responsibilities

Passengers, taxi drivers and shuttle drivers all have rights. This factsheet outlines what passengers can expect of their driver, when drivers can refuse to carry passengers and how complaints can be made.

What can a passenger expect?

Passengers can expect their driver to:

display an ID card with their photo inside the taxi or shuttle in a place where it's clearly visible. If the photo doesn't match the driver or cannot be easily seen, the passenger can choose another vehicle
act in an orderly, clean and civil manner
have the vehicle clearly identified with the company name and the fleet number or licensee name – shuttle licensee names should be on the outside of both front doors
demand no more than the exact amount of the fare and any other charges (if any), less any deduction of pre- payment of the fare
display a registered fare schedule – this will also make reference to an address for sending any complaints
provide fare information when asked
give a receipt for the fare if asked – the receipt must contain the driver's unique identification details and the vehicle's registration number
carry reasonable quantities of luggage and carry it with appropriate care
check the vehicle for left property immediately after each hire and report it to their office or the Police.

Passengers confined to a wheelchair can ask for a taxi equipped with a wheelchair hoist.

In some cases, such as a pre-booked tour, the operator may be exempt from some of the above requirements.

If the passenger is travelling in a taxi, they can also expect the driver to:

take them to their destination using the shortest or most convenient route to the passenger
not allow other people to ride in the taxi without the original hirer's permission
inform them of any change in tariff when other hirers participate in a multiple hire
use the fare meter correctly without any intent to deceive or tamper with it in any way.

If you need a child restraint, ask the taxi company if they have a seat appropriate for your child's age and weight when you book your taxi. Most companies will be able to provide one.

When can a driver refuse to carry a passenger?

Taxi or shuttle drivers can refuse passengers if, on reasonable grounds, they consider:

their personal safety would be threatened or endangered
the intending passenger is under the influence of drink or drugs
the intending passenger is in a filthy condition
the intending passenger is consuming food or drink
the intending passenger is noisy, violent or is disturbing the public peace
the intending passenger is accompanied by an animal, unless that person's sight is impaired and the animal is a guide dog
the intending passenger owes the driver for a previous fare and refuses to pay what is owed
the intending passenger doesn't have enough money for the journey (the driver can ask for payment in advance)
there are more passengers wishing to travel than the number stated on the vehicle's loading certificate.

What should I do if I have a complaint?

There's a procedure in place if you want to make a complaint about a passenger service and have it investigated by the appropriate transport authorities. If the matter is serious, or concerns criminal activity, you should contact the New Zealand Police.

Otherwise, it's recommended that you first make your complaint directly to the taxi or shuttle company. Taxi and shuttle companies are required by law to keep a complaints register which is available for inspection by the NZ Transport Agency (NZTA).

If you're not satisfied with the result of the company's internal investigation, you may make your complaint to the NZTA. Contact details for the NZTA offices are available from our contact centre on 0800 699 000.

Although complaints are usually made to the NZTA, other agencies – such as the New Zealand Police or the Ministry of Consumer Affairs – are able to record complaints and pass them on to the NZTA.

Note: Complaints that involve the schedules of a public transport service should be directed to the regional or district council in your area.

Investigating your complaint

After you make your complaint to the NZTA, or when notification of your complaint is received by the NZTA from another agency (such as the Police), a staff member will be assigned to your case. They may interview you and other parties involved.
Please submit your complaint in writing. If this isn't possible (for example, if you have a writing disability or you can only make contact by phone), a staff member will record your complaint.
A complaint carries more weight if signed, although your complaint won't be ignored if you don't sign it. If you don't wish to sign a complaint that has been written for you, or you don't wish to become involved as a witness in any prosecution that may result, this may affect the NZTA's ability to take further action (eg to prosecute).
When your complaint has been investigated you will be informed of the outcome.
If you're not satisfied with the outcome, you should write to the NZ Transport Agency's National Manager, Commercial Road Transport, at our national office (use the address given below).

Where you can find out more

See the Land Transport Act 1998 and the Land Transport Rule: Operator Licensing 2007. Copies of these documents are available from some libraries, bookshops that sell legislation, and from Legislation Direct, PO Box 12 418, Wellington.

Contact the NZTA:

Email us: info@nzta.govt.nz.
Phone our contact centre: 0800 699 000.
Write to us at our national office: NZ Transport Agency, Private Bag 6995, Wellington 6141.