Information for passengers

Your safety is our priority

It’s important that passengers feel safe when they are in a taxi or hire vehicle, including rideshare, which is why we work closely with industry to ensure safer point to point transport in NSW. While it is vital passengers feel safe when using a passenger vehicle, it is also important drivers feel safe in their workplace.

Passenger behaviour

If you are a passenger in a taxi or hire vehicle, including rideshare, there are expectations relating to your conduct.

Passengers must not:

  • soil or damage the vehicle
  • smoke in the vehicle
  • behave in an offensive manner
  • use offensive language
  • intentionally interfere with the comfort or safety of other people (including the driver).

The driver of a taxi and hire vehicle, including rideshare, may refuse to accept a hiring or terminate the hiring by asking you to leave the passenger vehicle if you behave in a manner listed above.

Or, if traveling in a taxi, the driver may refuse to accept a hiring or terminate the passenger service if:

  • upon request, you are unable to pay the agreed fare
  • if the driver is proceeding to a destination to end his or her shift and the location is not on the way to that destination
  • if the passenger indicates that he or she wishes to be taken to a location outside the taxi’s area of operation
  • if you are smoking, or drinking alcohol, and refuse to stop
  • if one of the passengers is under the age of 1 and no compliant child restraint is available; or
  • you are, or are likely, to otherwise cause inconvenience, a nuisance or annoyance.

Customer Service

For all customer service enquiries, including issues relating to the standard, quality and value of the service, driver or any other additional parts of the service, please contact the service provider. For example: the taxi company or booking service. Contact details for all authorised service providers in NSW are available on the Find a Service Provider page.

If contacting the service provider is unsuccessful, you can contact Transport for NSW’s transport feedback for assistance on 131 500. The 131 500 feedback line can also provide information on secure taxi ranks and accessible travel.

Making a safety complaint

If you believe that a driver or service provider is not meeting their safety obligations, you can make a complaint. In the first instance, your complaint should be directed to the service provider. Service providers are required to have methods for resolving complaints.

If you are unsatisfied with their response, you can make a complaint to the Commissioner through our online feedback form or contact the Industry Contact Centre by calling 131 727.

Read safety complaints for more information on the process of making a safety complaint and what information you may need to provide.

Fare information for passengers

Fares for a taxi caught from a taxi rank or hailed from the street are regulated by the government. The Transport for NSW fares order sets the maximum fare components such as flag fall, distance rates, peak time charge and waiting time. This means that taxi service providers and drivers are not allowed to charge anyone who catches a taxi from a taxi rank, or who hails a taxi from the street, more than the maximum fare, unless you are travelling out of the taxi service provider’s area of operation.

Information on fares for rank and hail taxis can be found on the Transport for NSW rank and hail taxi fares and charges page.

Fares for booked services (including booked taxi services) are not regulated, other than trips using the Taxi Transport Subsidy Scheme. This allows booking service providers to be flexible in their pricing in a number of ways that can benefit the customer and gives you the opportunity to compare fares between different service providers.

More information on fares for booked services can be found on the Transport for NSW taxi and hire vehicle booked fares services page.

Issues concerning fares should be taken up with your service provider in the first instance. If unresolved you can make a complaint to the Commissioner through our online feedback form or contact the Industry Information Centre by calling 131 727.