How do I make a complaint about a SPSV operator?
The Commission for Taxi Regulation operates a national consumer information line which provides information on the hiring of SPSVs and advises callers on making a complaint.
- What complaints does the Commission for Taxi Regulation handle?
- How do I make a complaint to the Commission for Taxi Regulation?
- What if the complaint is criminal in nature?
- How do I contact the National SPSV Consumer Information Line?
What complaints does the Commission for Taxi Regulation handle?
Complaints dealt with by the Commission for Taxi Regulation – Section 51 complaints
Under Section 51 of the 2003 Taxi Regulation Act, the Commission for Taxi Regulation is responsible for the following complaints:
- Complaints in relation to the condition and cleanliness of the vehicle
- Complaints in relation to the conduct and behaviour of a SPSV operator or driver
- Overcharging or other matters relating to fares
- Matters relating to the hiring of an SPSV
Most of the trips people will take in taxis, hackneys and limousines will meet a high standard. However, there can be rare occasions when you are not happy with the service. If you are not happy with the standard of a SPSV service or vehicle, or if you feel you were overcharged or unreasonably refused service, you can make a complaint.
Complaints dealt with by other agencies
Other complaints that may be made about a SPSV operator or service should be referred as follows:
Smoking offences | Office for Tobacco Control |
How do I make a complaint to the Commission for Taxi Regulation?
If you wish to make a complaint to the Commission for Taxi Regulation in relation to a SPSV operator, you must put your complaint in writing. A complaint form is available to download in Word format, Pdf format , Large print format or from the National SPSV Consumer Information line on 1890 60 60 90.
All complaints made in writing will be investigated by our enforcement team. The Commission for Taxi Regulation only requires personal information that is relevant in order to answer a specific query or process a specific task. For more information, see the Commission for Taxi Regulation privacy statement.
The complaint form must be completed, providing all relevant details regarding the incident and also enclosing a copy of any receipt obtained for the journey in question. The Commission must have sufficient evidence to identify the person or vehicle that is the subject of a complaint. An acknowledgement letter will sent upon receipt of all complaint forms.
All complaints made in writing will be investigated by our enforcement team. The Commission will invite all relevant witnesses to provide a statement of the events. An investigation will assess evidence provided by all parties in a disputed situation. Once this evidence has been collected and evaluated, a decision will be made as to how to proceed with the complaint.
The complaint may be concluded in one of four ways. These are:
- No further action
- Advice given
- A formal warning
- Prosecution in court
Only where evidence is of a sufficient standard will action be taken against an individual. All complainants should be prepared to attend court if necessary to give evidence regarding the incident. Complaints cannot be proceeded with ‘anonymously’.
What if the complaint is criminal in nature?
If your complaint against a SPSV operator or service is criminal in nature, you should contact the local Garda station. In an emergency, you should always ring 999 or 112.
How do I contact the National SPSV Consumer Information Line?
You can contact the National SPSV Consumer Information Line by ringing 1890 60 60 90.