Access For Sight Impaired Consumers

Frequently Asked Questions Regarding The Taxi Bill Of Rights

Question 1: What is a Taxi Bill of Rights?

Answer: The Taxi Bill of Rights is a statement of principles, outlining expectations between taxi drivers and taxi passengers.

Question 2: Why is the Bill necessary?

Answer: The Bill is intended to help achieve higher service quality in Metro Vancouver, where over 50 percent of British Columbia's taxis operate.

Question 3: Which taxi companies does the bill apply to?

Answer: All taxis licensed to pick up passengers in Metro Vancouver.

Question 4: What municipalities and districts make up Metro Vancouver?

Answer: Metro Vancouver is comprised of 21 municipalities and 1 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 9 unincorporated areas)

Question 5: Who developed the Bill?

Answer: The Ministry of Transportation 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.

Question 6: Why are both passenger and driver rights included?

Answer: 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.

Question 7: What if I need extra assistance?

Answer: 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 process for Registering Your Comments, Concerns or Filing A Complaint.

Question 8: What are acceptable reasons for a driver to refuse to transport a passenger to a stated destination?

Answer: 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.

Question 9: Can I be refused service because I request a long or very short trip?

Answer: No! A driver may not refuse to transport a passenger based on trip length, unless a law or condition of licence would be violated.

Question 10: What is an example of a condition of licence?

Answer: 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.

Question 11: Can I travel with an assistance dog?

Answer: Under the BC 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.

Question 12: What should I do if I am refused transportation?

Answer: If you believe you have been inappropriately refused transportation, file a complaint.

Question 13: How do I make a complaint?

Answer: Complaints can be reported:

By phone at 1-888-564-9963
By email at info@bpcpa.ca
> or through the complaint form on the Business Practices and Consumer Protection Authority (BPCPA). This authority 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.

Question 14: Is this process for reporting only provincial government issues?

Answer: 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 Minstry of Transportation - Passenger Transportation Branch, municipal bylaw issues to the appropriate municipality, and service quality issues to the taxi company.

Question 15: What information is needed to follow up on a complaint?

Answer: You will need to identify yourself, and provide as much detail as you can on the four W's:

Who - including taxi company, taxi number and name of driver (if available)

What - a description of the incident

When - date and time of the incident

Where - location where the incident occurred

Question 16: When do I contact a taxi company directly?

Answer: 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’d like to follow up with a complaint about poor service, call the complaint line: 1-888-564-9963.

Question 17: Do I use the complaint line to report unlawful activity?

Answer: 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.

Question 18: What happens after a complaint is made?

Answer: The Business Practices and Consumer Protection Authority (BPCPA) will consider and record your complaint, and refer you to the appropriate body for investigation and resolution.

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