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Taxi information card and complaints procedure

This information is provided by

Netherlands Enterprise Agency, RVO

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In the Netherlands, taxi drivers must notify their customers in advance about their taxi fares and rates. You do this with a taxi information card. The information card must be clearly readable on the outside of the taxi and from all seats within the taxi. The card also has to show information on how to file a complaint.

Taxi information card

The taxi information card consists of 2 parts:

  • the upper part shows your contact details and information on how customers can file a complaint. It also shows you passenger transport number (P number, in Dutch). You need an entrepreneur licence to receive a P number.
  • the lower part shows your taxi rates

For this purpose, you can use a model taxi information card (in Dutch) from the Human Environment and Transport Inspectorate (Inspectie Leefomgeving en Transport, ILT). You can also use your own information card. This card must consist of the same fields and in the same order as the ILT’s model card.

Taxi trip pricing structure

The rates of your taxi must be clearly readable from outside of the taxi. They also have to be readable from all seats inside your taxi. You cannot charge more than the maximum rates. This applies to:

  • starting rate
  • distance
  • duration

Does the trip take longer because of traffic? You have to divide the extra costs fairly between your company and your customer.

You may agree (with your customer) on a fixed rate for a trip. Or you can charge extra’s, for example for carrying luggage. You have to agree on this with your customer in advance.

Once the taxi trip is completed, you provide your customer with a printed bill.

Complaints

As an entrepreneur in the taxi business, you must have a complaints procedure in place. You must inform your customers where they can lodge a complaint. For this purpose, you also use the taxi information card. You also have to register with a complaints board.

This article is related to:

This information is provided by

Netherlands Enterprise Agency, RVO