Code of Conduct

Victoria's taxi and hire car industry provides commercial passenger services across the state and operates in an environment where there is a high level of trust, responsibility, accountability and customer service –  of which all parties need to be aware.

To assist with this, the Taxi Services Commission (TSC) has created a code of conduct template for the taxi and hire car industry to use, and a guide outlining the purpose and benefits of implementing a code of conduct within your organisation/business.

The TSC acknowledges that a number of taxi networks and booking service providers in the hire car industry already have existing codes of conduct.  However, it is hoped that that by making appropriate tools available for the industry, that this will empower relevant participants to review existing codes or to produce their own, with a focus on:

  • safety and service standards
  • obligations of relevant parties
  • managing any breaches

An effective code of conduct can: increase community confidence; ensure a commitment to quality and consistency; generate better outcomes for the customer; improve driver knowledge and awareness; and increase industry ownership and responsibility for the provision of services.

While the TSC's code of conduct (template) is not a mandatory requirement at this stage, the industry is being strongly encouraged at this time to re-assess any existing codes or to consider establishing one for their own business/organisation – in line with the information being provided or in response to changes and increased competition emerging within the taxi and hire car sectors.

Developing a code of conduct

The TSC has developed a code of conduct template and guide for use by the taxi and hire car industry. It encourages the establishment of standards of behaviour expected of relevant industry participants in the provision of quality taxi/hire car services to the public.

Guidance note for the code of conduct:

Code of conduct template:

Benefits in implementing a code of conduct

Industry

  • An organisation reviewing or developing their own code of conduct can help to clearly communicate and set expectations of acceptable behaviour.
  • Relevant industry participants may also be able to actively market their code to the community  and to distinguish their services/brand from their competitors.
  • Having industry led codes can help lift service standards. There is also a possibility of greater compliance and adoption by drivers, operators/licence holders and networks/booking service providers, if these groups are involved in their development.

Community

  • Higher service standards from taxi and hire car service providers will in turn benefit passengers and can significantly assist in customer retention and repeat business.
  • If codes of conduct are communicated/promoted to passengers, then this can set clear  expectations of behaviour and standards of service of those within the taxi and hire car industry.

FAQs

Who does the code of conduct apply to?

A code of conduct applies to all those who are a party to the agreed standards of conduct. In this instance, a code of conduct in the taxi and hire car industry could be between:

  • a network/booking service provider and operators/licence holders
  • a network/booking service provider and drivers, or
  • an operator/licence holder and drivers.

Who is responsible for the code of conduct?

The party who creates the code of conduct is responsible for all matters relating to the administration, communication, review and compliance with the code.

Does the TSC approve codes of conduct?

No – codes of conduct are not required to be approved by the TSC, but they should be consistent with best practice principles and current regulations or laws relating to the taxi and hire car industry.  

Is the code of conduct mandatory?

No – while the TSC recognises that there are many codes of conduct that currently exist within the Victorian taxi and hire car industry, the use of the code of conduct (template) is not compulsory at this stage.

What happens if there is a breach of the code of conduct?

The entity that creates the code of conduct should ensure that all relevant parties are made aware and familiarise themselves with the code. Each party is expected to take responsibility for their own actions. A failure to behave in the ways described in the code may be considered a breach and lead to disciplinary or other action being taken.

Further information

For more information about the taxi and hire car code of conduct (template or user guide), see Contact us.

Additional information on the codes of conduct can be found: