Customer Charter

This page details the customer charter of customers when hiring or traveling in a taxi in Adelaide.

As a valued customer you have the right to:

A licensed and accredited driver
Taxi drivers at all times must hold a current accreditation and hold a full South Australian Driver’s Licence.

A  metropolitan taxi driver must display a driver identification card in an approved position so that passengers can readily identify the driver to their satisfaction.

Their choice of a preferred route
A passenger can specify the route to be taken to reach the stated destination. If a route is not specified, the taxi driver is required to take the most direct, practicable route available. The driver may use a street directory to establish the appropriate route.

Access to view the metered fare
When a passenger starts a taxi ride, the meter must be turned on at the correct tariff rate. It is not permitted to operate a taxi with a defective meter. The meter must be in clear view and show the fare to be paid. Tolls, where applicable, may be an addition to the metered fare.

A clean and roadworthy taxi
It is a basic right of the customer to expect to travel in a clean, safe, tidy and roadworthy taxi.

Air conditioning
Taxis are required to have a properly working air conditioner fitted.

A customer has the right to have air conditioning in the taxi turned on or off. However, taxi drivers are not expected to meet unreasonable requests which may impair their ability to provide a safe ride, such as setting air conditioning to levels which create discomfort.

No music or conversation
A customer has the right to request a ride to their expected comfort level. This includes the right to have a music system or radio turned off or down. Customers may also advise the driver if they wish to complete the taxi ride without conversation.

Accompanying guide dogs or assistance dogs
Guide dogs and assistance dogs for people with a vision or hearing impairment must be accepted by the taxi driver for carriage within the taxi.

Refuse multiple hiring
Customers who have hired a taxi are entitled to exclusive use of the taxi for the course of their trip.

If a customer does consent to a multiple hiring (sharing the taxi with other people), the first and subsequent hirers must be traveling in the same general direction. The fare for each destination is 75 per cent of the metered fare.

Use an EFTPOS facility where one is available
Taxi drivers must provide customers with access to EFTPOS facilities where these facilities are installed and online.

Use valid credit or debit cards as displayed in the cab
A driver must provide customers with the ability to pay by credit or debit cards which are displayed in the taxi.

A receipt or tax invoice
On request, the driver must provide a receipt that is legible and contains the following details:

  • signature of the driver
  • registration number of the taxi
  • the Driver’s Accreditation  number
  • all items which make up the total fare
  • total amount paid
  • payment date
  • drivers’ ABN on a fare over $50

The driver is obliged to explain to the customer how the fare was calculated if requested at the end of the journey. (Refer to taxi fare Sticker)

Customer responsibilities

Customers must abide by the following requirements:

Fare payment
When hiring a taxi, a customer has entered into a legal agreement to pay the metered fare and any tolls incurred in providing the services. The basis and cost of any tolls incurred that are not recorded on the meter must be prominently displayed within the taxi.

Please, let the driver know of your preferred payment method.

Wearing of seat belts
All passengers must wear seat belts and ensure that any person under their control who is 16 years old or younger is also wearing a seat belt or appropriate restraint.

Number of passengers permitted to be carried in the taxi
A taxi driver is not permitted to carry more passengers than the number which the taxi is licensed to carry. This number will be indicated on the vehicle. Therefore, a passenger cannot request the driver to carry more than the permitted number of passengers.