COMPLAINTS
AIM AND OBJECTIVES
The aim of this process is to protect the general public who have genuinely been mistreated by Taxi or Private Hire licence holders and Licence holders who are wrongly accused of mistreating members of the public.
Our Aim is achieved by way of a number of objectives:
INVESTIGATION OBJECTIVES
- Investigating each complaint thoroughly within a predetermined timescale.
- Taking action against licensees deemed to have acted in a manner that is not in keeping with the standards expected of Glasgow’s Taxi or Private Hire licence holders.
- Taking no action against Drivers found to have acted in a manner that is expected of a Glasgow Licensed Driver
All complaints made against Taxi and Private Hire licence holders will be investigated by the Unit.
RAISING A COMPLAINT
Complaints can be raised and forwarded to the Unit from the comfort of your own home by logging your complaint On-line. Your complaint can be logged by clicking on this link.
If you provide your email address your complaint will be acknowledged immediately and you will be provided with details of the process we will follow throughout our investigation. The On-line form will lead you through the complaints process highlighting the information we require in order to enable us to carry out a thorough investigation.
Complaints can also be made by post and should be addressed to:
Environmental and Protection Services,
Taxis and Private Hire Enforcement Unit,
231 George Street,
G1 1RX.
Anyone contacting the Unit by post will receive an acknowledgement of receipt of your complaint, detailing the process that will be followed during our investigation and the proposed timescale for the conclusion of the investigation. You will also be advised of the outcome of our investigations at the conclusion.
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IMPORTANT NOTE:-
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The information required to enable us to carry out a thorough investigation includes the time, date, location of the incident and the vehicle details (licence plate number or registration) and details of the incident.
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The Unit has no jurisdiction over Taxi or Private Hire Radio Bases.
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Anyone who has left anything in a Taxi or Private Hire Car should contact Strathclyde Police (Pitt Street).
INVESTIGATION PROCESS
The process to be followed during a standard investigation can be viewed by following this link
COMMENTS
You can also contact us on-line if you just want to comment on the Taxi and Private Hire trade in general (insert link to on-line comments form here)
Your comments will be reviewed regularly and where appropriate considered for action if the issues logged fall within our area of influence.
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INSPECTIONS (ROADSIDE)
AIMS AND OBJECTIVES
The aim of this process is to protect licensed drivers, their fellow road users and members of the public. This is achieved through a number of objectives:
- Carrying out roadside safety checks on licensed drivers and vehicles and taking remedial and/or disciplinary action as required
INSPECTION OBJECTIVES
- Carrying out thorough inspections of the items licensed drivers are required to carry whilst driving a licensed Taxi or Private Hire Car for hire and reward, with a view to identifying the driver’s licensed status.
- Taking appropriate action when Drivers fail the inspection.
- Carrying out thorough inspections of the vehicle to ensure it meets the required standard
- Suspending the Operator licence with immediate effect if the vehicle is found to be unfit for the carriage of passengers.
- Suspending the Operator licence with deferred effect if the vehicle is found to have a defect that will in time result in the vehicle becoming unfit for the carriage of passengers if no remedial action is taken.
Officers are on the streets at the optimum time for Taxi and Private Hire activity in order to inspect licensed Taxi and Private Hire Cars and Drivers to ensure, as far as is reasonably practicable, that the vehicle and driver meets the Council’s standards for licensed Taxis and Private Hire licence holders.
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IMPORTANT NOTE FOR PASSENGERS TRAVELLING IN GLASGOW’S TAXIS AND PRIVATE HIRE CARS:
- The driver of a Taxi or Private Hire car is required to display his driver’s badge on his/her outermost garment whilst he/she is driving a Taxi or Private Hire Car for hire and reward.
- He/she is also required to carry their Taxi or Private Hire driver licence whilst he/she is driving a Taxi or Private Hire Car for hire and reward.
- It is an offence for the driver to refuse a request from Enforcement or Police Officers or a passenger, to produce his driver badge.
- Private Hire Cars should not be hired on a there and then basis.
VEHICLE INSPECTION RECORD AUDIT
The Licensed Operator’s vehicle inspection record is audited on a regular basis. The audit takes account of:
- Road side Inspections and Scheduled Inspections
- The Licensed Operators’ non compliance with instructions to present their vehicle for inspection during the prescribed inspection period.
- The inspection pass/fail ratio
- The nature of defects found during inspection
- Whether the inspection results in temporary suspension orders being issued.
The result of the audit can and does impact on whether or not a licence application is approved or not.
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JOINT AND MULTI-AGENCY EXERCISES
The Taxi and Private Hire Enforcement Unit works in partnership on a regular basis with Strathclyde Police. The joint exercises are designed to address issues that arise as a result of intelligence gathered by both parties and to address general concerns relative to Taxi and Private Hire activity.
The Unit has also worked with other enforcement agencies such as VOSA, SEPA and Custom and Excise during multi-agency exercises.
LICENCE APPLICATION AUDITS
The Taxi and Private Hire Enforcement Unit audit every licence application with a view to identifying individuals who, by there actions, raise cause for concern with regard to their fitness to hold a licence.
The vetting process takes account of the applicant’s record in terms of vehicle inspection and complaints from the public.
LICENCE HOLDER RESPONSIBILITIES
Taxi and Private Hire licences (Operator and Driver licences) are governed by the Civic Government (Scotland) Act 1982.
The Taxi and Private Hire Enforcement Officers enforce the conditions that are attached to the various Taxi and Private Hire licences issued by Glasgow’s Licensing Authority and take both remedial and disciplinary action against licensees who fail to meet the requirements of their licence.
Remedial and disciplinary action can and does include:
- Reminding licensees of the conditions attached to their licences
- Temporary Suspensions of licences
- Referral to the Licensing and Regulatory Committee.
It is the licence holder’s responsibility to ensure that he/she meets the legal requirements of their licence as detailed in the Civic Government (Scotland) Act 1982 and the conditions attached to their licence. To review the conditions attached to the Taxi and Private Hire Operator and Driver licences click on this link.
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LICENSING AND REGULATORY COMMITTEE
The Taxi and Private Hire Enforcement Unit serves the Licensing and Regulatory Committee by addressing and reporting on a variety of issues such as licence holders who have:
- Contravened their licence conditions
- Been the subject of a complaint(s) from members of the public
- Committed any other offence.
Licensees who are the subject of reports to Committee will have their status as licence holders assessed.
The Unit is also responsible for researching, developing and reporting on issues that may lead to an existing Policy being amended or new Policies being adopted.
The Unit is also responsible for assessing and reporting on issues of a technical nature, such as proposals to modify an existing approved vehicle. The Unit will assess how the proposed modification will impact on the vehicle and whether it will impact on current Council Policy.
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TAXI FARE TARIFFS
Section 17 of the Civic Government (Scotland) Act 1982 imposes the responsibility on the Licence Authority to set Taxi Fare Tariffs to be used by all licence holders when driving licensed vehicles with Taxi meters on board.
The Taxi and Private Hire Enforcement Unit is required to review the existing Taxi Fare Tariff to identify whether the existing Tariff is equitable. The Unit is also responsible for assessing all proposals to increase existing Fare Tariffs in order to identify whether the proposed increase can be justified or not.
The Unit reports its findings to the Licensing and Regulatory Committee to allow Members to reach an informed decision on existing Tariffs and proposed increases to the Fare Tariff.
TAXI METER EVALUATION
Only approved meters can be used on licensed Taxis or Private Hire Cars.
All meters are assessed by this Unit to identify if they are suitable for use within Glasgow’s Taxis and Private Hire Cars. The approved meters are also inspected during the road-side and scheduled inspections to identify whether or not they are:
- Displaying the current Fare Tariff
- Displaying a Glasgow City Council seal
- Operating accurately.
Anyone found to be knowingly operating a licensed Taxi with a meter that is not sealed by way of a Glasgow City Council seal, may be prosecuted and on summary conviction, fined up to £2500.00 or sentenced to serve a term of imprisonment for no more than 60 days.
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TOPOGRAPHICAL TESTS
The Taxi and Private Hire Enforcement Unit is responsible for compiling Topographical Test Papers. The Test papers currently consist of multiple choice questions.
Anyone applying for a Taxi Driver licence must pass a Topographical Test to satisfy the Licence Authority of his/her knowledge of the City before they can achieve the status as a Licensed Taxi Driver. Licensed Taxi Driver’s are legally entitled to drive a Private Hire Car for hire and reward with the Private Hire Operator's permission.
Private Hire Car Drivers are not required to sit a Topographical Test to allow them to drive Private Hire Cars and as a result they are not legally entitled to drive a Taxi.
The Unit can be contacted by:
Email – Taxi Enforcement
Telephone – 0141-287-4294
Post –
Taxi and Private Hire Enforcement Unit,
231 George Street
G1 1RX
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