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 must also 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, for information, complaints, or remarks, and your 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, digitally, for example on your website.
Taxi rates
The rates of your taxi must be clearly readable from outside 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 rate
- duration rate
Does the trip take longer for some reason? You have to divide the extra costs fairly between your company and your customer. If the trip takes longer due to 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 fare as a taxi driver. You may agree on a fare with the customer in advance. You should also agree with the customer in advance 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 want 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
- your P-number
- the taxi's licence plate number
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 Taxivervoer (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).