If you need a ride, you can choose one of several services, including taxis, shuttles, private hire, and app-based passenger services.
Do not get into a vehicle if the vehicle or driver are not the one expected or you do not see any of the indicators that it is a passenger service vehicle (such as an ID card).
Consider booking your ride so a vehicle comes directly to you. This creates a record of your trip including your name, the driver’s details, and start and finish points.
Let us know if you feel unsafe while in a taxi or rideshare vehicle.
Complaint about a specific matter
Commercial operator complaint form
Make sure you know what and how you’re paying. Agree on a fare before the ride starts or check that a meter is running, and the rates are clearly visible.
You are entitled to ask on what basis the fare has been set and where fare information can be found – this may be a fare schedule set by an operator. You can also request a receipt, including a GST receipt.
If you think the fare the driver charged was too high, even if it was a fare on the basis agreed, you can make a claim to the Disputes Tribunal.
Visit the Consumer Protection website for more information on the claims process and your options for settling financial disputes.
How to complain – Consumer protection(external link)
Taxis in most major centres are required to have an in-vehicle camera system.
Taxis or rideshare vehicles that don’t have in-vehicle cameras must register passengers and keep information about both the driver, the registered passenger and record of the trip for at least seven days.
This is to make sure that drivers and passengers can be identified and located if an investigation into an incident is necessary.
Cameras must be approved by NZ Transport Agency Waka Kotahi, be operating properly, and be mounted so it has a clear view of the inside of the vehicle.
A sign or notice that an in-vehicle camera is operating must be clearly displayed on the outside of the front passenger door, and inside the vehicle in a prominent position.
Cameras are required in:
Recordings of the trip must be retained for at least seven days after a trip.
The information recorded can only be accessed by:
Taxi operators must follow the guidance of the privacy commissioner when recording and storing footage from in-vehicle cameras.
Some passenger service vehicles do not need to have signage (taxi or shuttle branding), so they may look like any other vehicle on the road.
Before getting into a taxi or rideshare vehicle, check the person driving is the person you’re expecting.
If the driver isn't the same as the person on your app, or not the same person as on the ID card in their vehicle, don't take the ride—cancel it and order a new one. If this happens, let us know.
Commercial operator complaint form
Passenger service vehicles must display a Small Passenger Service Licence. You can check if this transport service licence label is displayed in the windscreen at the front of the vehicle – above the rego label.
If you can, check the vehicle is displaying a current (CoF). This indicates the vehicle has been checked as roadworthy for commercial use. A CoF will be displayed on the driver’s side of the windscreen.
Check if child locks are engaged on the rear doors. Change them according to your safety preference.
You can provide your own child seat or ask a provider if a vehicle with a child seat is available.
A driver must take the best route for you as the hirer of the service.
If you have special requirements, for example reduced vision, consider using a service you know or can request assistance from at the time of booking.
