Taxi information card and complaints procedure

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 (taxi informatiekaart). 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 a taxi operator 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, in the exact same order as the ILT’s model card.

Is a taxi information card mandatory?

A taxi information card is mandatory for taxi drivers working from a licensed taxi rank or who are hailed in the street (opstapmarkt). Customers must be able to clearly read the information on the card both inside and outside your taxi.

Taxi drivers of pre-ordered rides (for example, over the phone) are not required to have a taxi information card. Customers must receive information about fares and how to complain, online (through a link to a website, via mail, or phone).

Taxi rates

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 (in Dutch). 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. If you get in a traffic jam, the costs are for the customer. If the trip goes faster than planned, your customer will pay less.

In the case of a pre-ordered taxi, you may charge more than the maximum fase as a taxi driver. You may agree on a fare with the customer in advance. You should also agree with the customer in advancer how this will be paid (cash, pin, or digital and whether they should pay in advance or afterwards).

Fixed rate

You may agree on a fixed rate for a trip with your customer. Or you can charge extra’s, for example for carrying luggage. Additionally, you may charge a waiting rate if this is agreed in advance. A waiting rate applies if you have to wait for the customer, for example when their meeting runs late. You have to agree on these extra's with your customer in advance.

Once the taxi trip is completed, you provide your customer with a printed bill. If your client does not need a bill, you do not have to issue one.

Complaints procedure

As an entrepreneur in the taxi business, you must have a complaints procedure in place. Your taxi information card must provide information on:

• how a customer can make a complaint
• where a customer can find a standard complaint form

Complaints board

As a taxi driver, you must be registered with a complaints board. If you and the customer cannot resolve a problem, they can file a complaint with the complaints board. You can register with the complaints board

inform your customers where they can file a complaint. For this purpose, you also use the taxi information card. You must register with a complaints board. You can register with the complaints board Taxiondernemers (in Dutch). Are you a TX quality mark holder (in Dutch)? Then you are automatically affiliated with the complaints board Healthcare Transport and Taxi (in Dutch).