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Passenger rights and responsibilities

This page details the rights and responsibilities of passengers when hiring or travelling in a taxi in Victoria.

Information on this page

Passenger rights

When travelling in a taxi, passengers have the right to:

A licensed and accredited driver

Taxi drivers at all times must hold a current Driver accreditation and a full Victorian Driver Licence.

All taxi drivers display a Taxi Services Commission issued driver identity card which shows the driver's accreditation number, accreditation expiry date and photograph of the driver.

Their choice of a preferred route

A passenger can specify the route to be taken to reach the stated destination. If a route is not specified, the taxi driver is required to take the most direct, practicable route available. The driver may use a street directory to establish the appropriate route.

Access to view the metered fare

When a passenger starts a taxi ride, the meter must be turned on at the correct tariff rate. It is not permitted to operate a taxi with a defective meter. The meter must be in clear view and show the fare to be paid. Tolls, where applicable, may be an addition to the metered fare.

A clean and roadworthy cab

It is a basic right of the passenger to expect to travel in a clean, safe, tidy and roadworthy cab.

Air conditioning

Taxis are required to have a properly working air conditioner fitted.

A passenger has the right to have air conditioning in the taxi turned on or off. However, taxi drivers are not expected to meet unreasonable requests which may impair their ability to provide a safe ride, such as setting air conditioning to levels which create discomfort.

No music or conversation

A passenger has the right to request a ride to their expected comfort level. This includes the right to have a music system or radio turned off or down. Passengers may also advise the driver if they wish to complete the taxi ride without conversation.

Assistance animals

Assistance animals, such as guide dogs, for people with a vision or hearing impairment must be accepted by the taxi driver for carriage within the cab.

All other animals are not permitted in the cab and drivers must refuse a request for them to be carried.

All other animals are only permitted in the cab when travelling to the vet. If not travelling to the vet, drivers must refuse a request for them to be carried.

You can find more information about your rights when travelling with an assistance animal here:

Refuse multiple hiring

Passengers who have hired a taxi are entitled to exclusive use of the taxi for the course of their trip.

If a passenger does consent to a multiple hiring (sharing the taxi with other people), the first and subsequent hirers must be travelling in the same general direction. The fare for each hirer is no more than 75 per cent of the metered fare.

Use an EFTPOS facility where one is available

Taxi drivers must provide customers with access to EFTPOS facilities where these facilities are installed and online.

Use valid credit or debit cards as displayed in the cab

A driver must provide passengers with the ability to pay by credit or debit cards which are displayed in the taxi.

A receipt or tax invoice

On request, the driver must provide a receipt that is legible and contains the following details:

  • signature of the driver
  • number of the taxi
  • driver accreditation number
  • all items which make up the total fare
  • total amount paid
  • payment date
  • driver's ABN.

The driver is obliged to explain to the customer how the fare was calculated if requested at the end of the journey.

Passenger responsibilities

Passengers must abide by the following requirements:

Fare payment

When hiring a taxi, a passenger has entered into a legal agreement to pay the metered fare and any tolls incurred in providing the services. The basis and cost of any tolls incurred that are not recorded on the meter must be prominently displayed within the cab.

Wearing of seat belts

All passengers must wear seat belts and ensure that any person under their control who is 16 years old or younger is also wearing a seat belt or appropriate restraint.

Number of passengers permitted to be carried in the taxi

A taxi driver is not permitted to carry more passengers than the number which the cab is licensed to carry. This number will be indicated on the vehicle. Therefore, a passenger cannot request the driver to carry more than the permitted number of passengers.

Consumption of alcohol and carrying open alcohol container

Passengers must not consume alcohol or carry open containers which hold, or say they contain, alcohol while travelling in a taxi.