Customer Charter

The Taxi Services Commission (TSC) regulates the taxi industry in accordance with various acts, regulations and other applicable legislation. In carrying out its functions, the TSC's objective is to promote the provision of customer responsive, safe and accessible commercial passenger vehicle services.

The TSC continues to work with the taxi industry to create a more flexible, responsive and innovative industry that provides better service, choice and safety for customers.

The Taxi Industry Customer Charter takes into account best practice in customer charters – outlining safety and service standards for passengers, drivers and booking service operators, and the responsibilities of each party in their interactions.

Information on this page

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.

The new Taxi Industry Customer Charter is not a mandatory requirement at this stage,  however all industry participants – in particular taxi operators and/or those providing taxi booking services – have been strongly encouraged to adopt the charter or institute their own.

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. Every taxi passenger and driver has the right to a safe and pleasant journey.

Guidance note for Taxi Industry Customer Charter:

Taxi Industry Customer Charter templates:

Passenger rights & responsibilities

For full details, see rights and responsibilities.

In summary, taxi customers have the right to:

  • a driver who is licensed and accredited
  • see the taxi drivers photo identification on display
  • travel a short distance – it is an offence for drivers to refuse a passenger based on a short fare
  • choose the preferred route
  • see the metered fare
  • travel in a clean and well-maintained taxi 
  • have the air conditioning or radio adjusted
  • request that the driver not talk on the phone if this happens during your trip
  • be accompanied by an assistance animal
  • request reasonable assistance getting into or out of the taxi (if required) and with the loading/unloading of luggage and other personal items
  • refuse a multiple hiring
  • pay via an electronic payment terminal using a valid credit/debit card (as displayed in the taxi)
  • be given a receipt or tax invoice for their trip.

Taxi customers have a responsibility to:

  • pay the correct fare, including any tolls or authorised  fees; see fares.
  • wear a seat belt
  • not distract the driver or touch any of the taxi equipment or controls
  • not request the driver to exceed the number of passengers permitted to be carried in the taxi
  • not eat or drink in the taxi; smoking or consuming any alcohol in the vehicle is an offence
  • behave appropriately in the taxi – your trip can be terminated if you are violent, noisy, misbehaving, filthy or offensive.

Driver rights & responsibilities

For full details, see taxi driver rights and responsibilities.

In summary, taxi drivers have the right to:

  • ask for proof of ability to pay or request a deposit up to the estimated fare (at any time)
  • refuse to take passengers or terminate a hiring if they are violent, noisy, misbehaving, filthy or offensive.

Taxi drivers have a responsibility to:

  • be punctual, courteous and helpful at all times
  • know and obey the road rules and traffic laws
  • not refuse a fare (other than for the reasons outlined above)
  • know major routes and destinations
  • understand, read and speak English
  • take the most direct, practicable route
  • be neat, clean and tidy
  • wear an approved uniform
  • provide the passenger with a receipt or tax invoice when requested
  • not refuse to take a passenger with an assistance animal
  • securely restrain approved wheelchairs or safely store mobility aids and other equipment/luggage
  • assist passengers where reasonable and be understanding of people with a disability.

Further information, feedback & complaints

For more information about the Taxi Industry Customer Charter, contact us

To provide feedback or make a complaint about a Victorian taxi, please refer to Your consumer rights for information on how to make a complaint to a taxi company, or complete our customer feedback form to make a complaint to the TSC.

Passengers are advised to always get a receipt and if required to check the TSC's public register to view the accreditation status of taxi drivers, general operational conditions of vehicle licences and industry participant details.