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Every Liverpool taxi and private hire vehicle could be forced to display new passenger complaints QR code
Liverpool City Council is considering the mandatory display of passenger feedback QR codes across its entire licensed taxi and private hire vehicle fleet.
The proposal forms part of a draft Inclusive Service Plan due to be considered by the council’s General Purposes Licensing Committee on Thursday 24 September 2026.
If approved, every licensed vehicle would have to display a QR code linked to the council’s “Have Your Say” system. Passengers would be able to use the platform to submit comments, compliments, concerns or complaints about licensed taxi and private hire services.
Council officers said feedback from service-user groups suggested the existing process for making a complaint or comment was deterring some people from engaging with the authority. The QR codes are intended to create a more accessible and direct reporting route.
The wider Inclusive Service Plan would establish a structured approach to identifying barriers faced by disabled passengers and people with additional needs. It would also support engagement with service users and set out actions aimed at improving accessibility across the licensed fleet.
The council said the plan would support its responsibilities under the Equality Act 2010 and align with the Department for Transport’s Taxi and Private Hire Vehicle Licensing Best Practice Guidance. That guidance encourages licensing authorities to make inclusive services a core strategic aim.
Information submitted through the QR code system would be handled in accordance with the UK GDPR and the Data Protection Act 2018, according to the committee report.
The authority expects the proposals to have a positive effect across several protected characteristics. It said improved access to complaints and feedback could help identify recurring problems and support further service improvements.
The committee has been asked to approve both the introduction of the draft plan and the mandatory QR code requirement. The report does not specify when the display rule would take effect if it receives approval.
