The government mandate came into effect in September 2023, making it easier for passengers to report complaints.
This has resulted in a significant surge in Hotline usage, with 679 calls and 874 sticker QR code scans in the months of November-January, compared with 473 and 97 for the same period in the previous year.
In the past five months, 528 refunds have been issued by taxi companies – making up more than half of all refunds issued since the hotline was introduced in November 2022.
An estimated 1 million people are expected to catch taxi and ride share services, known as point to point (P2P) trips, in Sydney this long weekend.
Public holidays and major events traditionally see a spike in opportunistic behaviour from a small minority of taxi drivers who break the rules. Hotspots include the Airport and Sydney CBD.
The P2P Transport Commissioner’s team of on-street Authorised Officers will be out in force this long weekend, conducting plain clothes and highly visible operations to make sure taxi and rideshare drivers are doing the right thing.
All passengers are encouraged to use simple tips to make sure they have a safe and positive experience getting to and from their destinations:
- Always match registration details to your booking.
- Check the driver’s name and photo.
- Never accept a ride from someone who approaches you on the street or at the airport claiming to be a driver.
- Let a friend or family member know you are on your way or consider sharing your location with them.
- Always wait for your ride in a well-lit area.
In the 2022-23 financial year in NSW:
- More than 68 million P2P trips, a return to pre-pandemic levels
- 6541 taxi licenses
- P2P transport compliance team conducted around 5500 checks of taxis and ride share vehicles
- 2300 complaints passed onto taxi companies, with 90 per cent resolved
- 570 fare-related fines issued to drivers by on street Authorised Officers
- 30,000 taxi hotline stickers issued.
Since the Taxi Fare Hotline launched in November 2022 to December 2023:
- 892 refunds issued
- 53 drivers suspended
- 33 drivers fired.
Read the Point to Point Transport Commissioner’s Annual Review 2022-23
Passengers can report complaints and issues by calling the 24-hour Hotline on 1800 500 410
Transport Minister Jo Haylen said:
“No matter where and how you’re traveling around this long weekend, we want every ride to be a safe ride.
“Public transport is a great, cheap option – but for those taking a taxi or ride share service, there will be Authorised Officers out on the streets to keep you safe and ensure drivers are doing the right thing.
“We know people feel like they’re paying more for everything right now – and the last thing we want is to see passengers get taken for a ride by dodgy drivers.
“If you’ve been ripped off, you deserve that money back in your pocket. That’s why our government mandated Taxi Hotline stickers being displayed and increased the fine for those caught doing the wrong thing from $300 to $1000.”
Point to Point Transport Commissioner Anthony Wing said:
“There are more than 15,000 taxi drivers in NSW and I want to thank the majority of them who do the right thing.
“Over this long weekend my message to the minority of drivers doing illegal activity is – you’re on notice. I have more officers out conducting compliance operations than ever before.
“This long weekend, and every day, I want everyone to receive a fair fare. The Hotline allows passengers to talk to our helpful staff and report any issue, which is passed on directly to the taxi company.
“Fare compliance rorts to watch out for include not using the meter, overcharging, or refusing a passenger if they don’t agree to a fixed fare or because the trip is too short.”