Complain about a taxi, hackney or limousine
Taxis, hackneys and limousines are types of ‘small public service vehicles’ or SPSVs. Drivers of SPSVs must be licenced to carry passengers and the car they are using must be licenced too.
You can read more about the rules on how SPSVs are licensed in Taxis, hackneys and limousines (SPSVs).
The National Transport Authority (NTA) is the regulator of SPSVs and it operates a complaints process that you can use if you have a bad experience with a licenced taxi, limousine or hackney service.
What you should know about before you complain
The type of complaints that may be made to the National Transport Authority is set out in section 64 of the Taxi Regulation Act 2013, and includes complaints about:
- The condition, roadworthiness and cleanliness of the vehicle
- The conduct of a driver
- Overcharging or other matters relating to fares charged by a driver
- Problems with the booking of the taxi, hackney or limousine
- The identification on display by the driver and the signage used by the car (in the case of taxis)
If you booked the service through a dispatch operator, you should first make a complaint to the dispatch operator. If you are not satisfied with the response you receive, you can then make your complaint to the National Transport Authority.
If your complaint involves a criminal offence, you should contact your local Garda Station.
If you wish to complain because your driver was smoking, you should contact the National Tobacco Control Office, HSE 1890 333 100. Environmental Health Officers of the HSE enforce most of the tobacco control legislation.
Making a complaint to the dispatch operator
If you booked the vehicle through a dispatch operator (including taxi booking apps), you should complain to the operator first. In some situations, simply discussing the problem with the manager or a senior staff member at the company will resolve your complaint.
If you prefer to make a more formal complaint, or you are not satisfied with the response you receive from your informal complaint, you can put your complaint in writing, either by email or by phone, to the dispatch operator.
If this does not resolve your complaint, you can make a complaint to the National Transport Authority.
How do I complain to the National Transport Authority?
You can make your complaint online. The National Transport Authority also provides an information line on 0761 06 4000.
Remember to provide all relevant details regarding the incident and also to enclose a copy of your receipt (if you received one).
It is very important to give as much information about the driver and the vehicle you are complaining about, as the NTA must be able to identify the driver in order to investigate the complaint.
What happens after I complain?
Your complaint will be investigated by the NTA’s enforcement team. The investigators will examine the evidence provided by all parties in a disputed situation.
Once this evidence has been collected and evaluated, the NTA will issue their decision.
Complaints may be concluded in one of 4 ways. These are:
- No further action is taken
- Advice is given to the operator
- A formal warning is issued (to the driver?)
- The complaint proceeds to prosecution in court
You should be prepared to attend court (if necessary) to give evidence regarding the incident. You cannot make a complaint anonymously.
Further information and contacts
Advice and information on how to make a complaint about a taxi, hackney or limousine operator is available from the NTA's information line at 0761 064000.