How effective are complaints and incident reporting systems throughout the taxi and private hire vehicle sector?
- Perry Richardson
- 4 minutes ago
- 3 min read
The ability to report complaints and incidents is a key part of public confidence in the taxi and private hire vehicle (PHV) sector. It provides a route for passengers and drivers to raise safety concerns, challenge poor conduct, and support regulatory enforcement. The Transport Committee is now reviewing how effective, accessible and trusted these systems are across England.
Reporting processes vary significantly by local authority. Each council is responsible for managing complaints about its own licence holders. In some areas, there are clear online systems, dedicated phone lines and teams tasked with handling public concerns. In others, the process is less visible or harder to access, particularly for those unfamiliar with council procedures.
Passengers using digital ride-hailing platforms often report incidents directly through the app. These platforms typically provide immediate responses and in-app tools to flag problems, such as fare disputes or inappropriate driver behaviour. Some users see this as more efficient than going through a council, though the process is mostly internal and may not involve the licensing authority unless a serious issue is escalated.
In the traditional taxi model, passengers must usually contact the council directly. This can involve locating contact details, completing a webform, or emailing a licensing team. There could be an argument that this process has not always been user-friendly, especially for those with disabilities, language barriers, or limited digital access.
The challenge is greater when a vehicle is licensed in a different authority to where the incident took place. Local enforcement teams can only act on complaints involving their own licence holders. If a complaint is submitted about an out-of-area driver, it must be referred to the relevant licensing authority. This delays action and increases the risk that concerns are not pursued.
From the driver’s perspective, reporting systems are also inconsistent. Drivers may wish to report passenger misconduct, safety threats or app-related issues. In many areas, there is no formal route to do so unless the driver is affiliated with a large operator. Some councils provide support through driver forums or liaison officers, but this is not standard practice.
Digital platforms again offer an internal route for drivers to flag issues, but drivers have had mixed experiences. Some say concerns are addressed quickly; others might say platform support is automated and lacks transparency.
Trade unions and driver advocacy groups could argue that there is a need for clearer, independent complaints procedures, particularly in relation to safeguarding, discrimination or harassment. Passengers and drivers may both lack trust in systems where complaints are handled internally or where outcomes are not communicated clearly.
One possible proposal is for a national incident reporting portal, accessible to all users, which could forward reports to the appropriate authority. This could improve access, streamline the process and provide consistent messaging. It could also help build a national database of incidents to support enforcement and trend analysis.
Another suggestion is that regional transport authorities or joint licensing boards take on responsibility for cross-border complaints. In areas like Greater Manchester, where multiple councils operate in close proximity, a regional complaints mechanism could reduce confusion and ensure faster resolution.
For any system to be effective, complaints must be followed by appropriate action. That means licensing authorities must have the powers, staff and resources to investigate and take enforcement steps where necessary. Without visible outcomes, public trust in the process will remain limited.
Many passengers and drivers are unaware of how to raise concerns or what happens after they do. Improving public information, setting service standards for complaints handling, and offering regular reports on outcomes could help build trust.
Complaints and incident reporting systems in the taxi and PHV sector are currently inconsistent and fragmented. While digital platforms have introduced new tools, the public system is not always accessible or trusted. Reform may be needed to create a more unified, transparent and responsive approach across England.
LATEST PREMIUM STORIES
