TAXI BILL OF RIGHTS
Comments or Concerns
- About the feedback process
A toll-free comment line, 1-888-564-9963, offers
a centralized referral service operated by an independent agency, the 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. The Consumer Protection BC has an email address, firstname.lastname@example.org, and 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, or to email@example.com. 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 Passenger Transportation 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 Passenger Transportation Branch is committed to responding to provincial regulation and licensing issues during business hours, within 24 hours of being notified of the complaint.