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Know Your Rights has been compiled by Kerry Citizens Information Service which provides a free and confidential service to the public…
Question: I was recently overcharged for a taxi journey. I take this journey regularly so I know what it usually costs. How do I make a complaint?
Answer: The National Transport Authority (NTA) is responsible for licencing and regulation of small public service vehicles (SPSVs) – this is the collective term for taxis (including wheelchair-accessible taxis), hackneys and limousines.
SPSVs are defined as vehicles capable of carrying for hire or reward a maximum of eight passengers as well as the driver.
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The NTA operates a national complaints and enforcement system for SPVS. The law – Section 64 of the Taxi Regulation Act 2013 – sets out the type of complaints that you can make. You can complain about the condition, roadworthiness and cleanliness of the vehicle; the conduct, behaviour and identification of a driver; overcharging or other fare-related matters; the hiring and booking of an SPSV and the identification and the general appearance of the vehicle.
You can only complain about breaches of the SPSV legislation – the NTA cannot consider criminal complaints, or road traffic offences or offences dealt with under other legislation.
If you booked the service through a dispatch operator (booking service), you should contact them first and make your complaint.
If you are not satisfied with the response, you can make a complaint to the NTA. You can make your complaint online, or by email to taxis@nationaltransport.ie. The NTA also has an information line on 0761 06 4000 that advises customers about how to make a complaint.
You must give full details of the incident and enclose a copy of your receipt (if available) for the journey in question.
If there is a dispute the investigation will assess evidence provided by all parties. Once this evidence has been collected and evaluated, a decision will be made as to how to proceed with the complaint.
Further information is available from the Citizens Information Centre below.
• Contact us in Tralee on Tel: 0761 07 7860 Killarney 0761 07 7820, Listowel 0761 07 7840 Kenmare 0761 07 7810, & Caherciveen 0761 07 7780. Outreach Services; Killorglin weekly, Dingle monthly, please call Tralee for more information.
Information is also available online at citizensinformation.ie and from the Citizens Information Phone Service, 0761 07 4000
