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Driver rights and responsibilities

This page details the rights and responsibilities of taxi drivers operating in Victoria.

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Driver rights

Taxi drivers have the right to:

Request proof of ability to pay or request a deposit

A taxi driver has the right to ensure that passengers have the ability to pay the expected fare or request a deposit up to the estimated fare before starting the trip.

Refuse or terminate a hiring

Drivers are not required to accept or continue with a taxi trip if passengers are:

  • violent, noisy, misbehaving, filthy or offensive
  • in possession of an object that cannot be carried safely within the vehicle
  • unable to demonstrate an ability to pay an estimate of the fare.

Driver responsibilities

Taxi drivers must abide by the following requirements:

Courtesy and helpfulness

The taxi industry recognises that, as service providers, taxi drivers represent the public face of the industry. It is emphasised that drivers need to be courteous and helpful in the performance of their duties.

Knowledge and observance of traffic laws

Drivers should know, obey and respect the road rules and other road users. All driver must obey their obligations under the he public care objective to provide a safe service.

Acceptance of fares

Once hailed, a driver cannot refuse a fare that is too short or inconvenient. Drivers may indicate at the end of a shift that they will only accept fares to destinations which are on the way to the taxi-cab's home base. The driver will display a sign that indicates the relevant destination on a destination board that has been approved by us.

Knowledge of major routes and destinations

Taxi drivers should know and use major routes. Drivers are expected to know of major destinations within their zone. These include airports, major railway stations, major hotels and sporting and cultural facilities.

Taking the most direct practicable route

Drivers are required to take the most direct, practicable route from when they pick up a customer to the requested destination, unless otherwise directed by the customer. The driver can and should briefly consult a street directory or GPS when in doubt.

The driver must take the passenger to the designated place and not to any alternative destination.

Neatness, cleanliness and tidiness

Passengers have a right to expect taxi drivers to be neat, clean and tidy in appearance and without offensive body odour.

Knowledge and observance of traffic laws

Traffic accidents 

If you as a driver are involved in an accident you must 'swap details' with others involved in the accident.
You must provide: 

  • your name and address
  • the name and address of the owner of the vehicle, and
  • the vehicle registration number.

This means that at the scene of an accident taxi drivers must provide both their own name and the name and address of the operator.  

Assistance to passengers

A taxi driver is required to provide reasonable assistance with a customer's luggage. This includes assistance with getting luggage into and out of the cab, taking reasonable care while in the taxi, and immediately reporting any found items to their network service provider (depot).

Taxi drivers are not expected to move luggage when it may cause injury to them or others. Neither are they expected to carry more luggage than the reasonable capacity of the storage facilities of the vehicle.

Passengers with special needs (such as people with a disability, tourists, children and elderly people) can expect that the driver will act with understanding and patience.

Correct charging of MPTP fares

Taxi drivers are required to ensure that correct charging of fares, tariffs and charges are applied to all Multi Purpose Taxi Program (MPTP) transactions under their driver accreditation conditions.

The Taxi Services Commission (TSC) correct charging of fares brochure is a guide for drivers in charging the correct fares under the Multi Purpose Taxi Program (MPTP):

Customer Charter

Victoria's taxi companies offer a range of services and are required to provide safe and accessible transport to passengers. High vehicle and driver standards and levels of customer service are also required to be maintained. To support this, the TSC has, in conjunction with relevant stakeholders created a model customer charter for the taxi industry.

Whilst the Taxi Industry Customer Charter is not mandatory at this stage, all industry participants (in particular those operating taxis and/or providing taxi booking services) have been strongly encouraged to adopt the charter for their business.The customer charter is not a set of rules or regulations but rather a set of mutual obligations or behaviours and focuses on the interaction between the taxi driver and passenger.

Guidance note for Taxi Industry Customer Charter:

Taxi Industry Customer Charter templates: