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Frequently Asked Questions

Last updated on December 17, 2025
  • What is a Taxi Bill of Rights?
    The Taxi Bill of Rights is a statement of principles, outlining expectations between taxi drivers and taxi passengers.
  • Why is the Bill necessary?
    The Bill is intended to help achieve higher service quality for taxi services, with a particular focus on Metro Vancouver, where over 50 percent of British Columbia’s taxis operate.
  • Which taxi companies does the bill apply to?
    All taxis licensed to pick up passengers in Metro Vancouver, as well as voluntarily participating taxi companies province-wide.
  • What municipalities and districts make up Metro Vancouver?
    The GVRD, or Metro Vancouver, is comprised of 21 municipalities and one electoral area:
    • Bowen Island Municipality
    • City of Burnaby
    • City of Coquitlam
    • City of Langley
    • Township of Langley
    • City of New Westminster
    • City of North Vancouver
    • District of North Vancouver
    • City of Pitt Meadows
    • City of Port Coquitlam
    • City of Port Moody
    • City of Richmond
    • City of Surrey
    • City of Vancouver
    • City of White Rock
    • Corporation of Delta
    • District of Maple Ridge
    • District of West Vancouver
    • Village of Anmore
    • Village of Belcarra
    • Village of Lions Bay
    • Electoral Area A (made up of 8 unincorporated areas)
  • Who developed the Bill?
    The Ministry of Transportation and Infrastructure engaged in extensive consultations with the BC Taxi Association, the Vancouver Taxi Association, and other representatives of the taxi industry, in addition to taxi user groups, local government and enforcement officials. Their feedback was crucial in developing the Taxi Bill of Rights.
  • Why are both passenger and driver rights included?
    While passengers have legitimate concerns regarding trip refusals and service quality, drivers also have concerns about their ability to protect their safety, getting paid, and being treated with respect.
  • What if I need extra assistance?
    If you need help, ask your driver or make prior arrangements through the company. If your driver refuses to provide assistance, report the incident through the comments or concerns process.
  • What are acceptable reasons for a driver to refuse to transport a passenger to a stated destination?
    Taxi drivers can refuse to transport a passenger:
    • to avoid breaking a law or condition of licence;
    • to protect their own, or any passenger’s, health or safety;
    • if the passenger does not provide a deposit, if requested, up to the estimated fare;
    • if the passenger is smoking, using offensive language, disorderly, or behaving in an offensive manner toward the driver or other passengers.
  • Can I be refused service because I request a long or very short trip?
    No. A driver may not refuse to transport a passenger based on trip length, unless a law or condition of licence would be violated.
  • What is an example of a condition of licence?
    Taxis are licensed to pick up passengers in specified zones only. Therefore, a driver may not be able to pick up a passenger at the location where another passenger is dropped off.
  • Can I travel with an assistance dog?
    Under the Guide Animal Act a person travelling with a certified assistance dog must be treated the same, and be given the same rights of access, as a person not travelling with a certified assistance dog.
  • What should I do if I am refused transportation?
    If you believe you have been inappropriately refused transportation, file a complaint.
  • How do I make a complaint?
    Complaints can be submitted to Commercial Vehicle Safety and Enforcement (CVSE) through a complaint form available on the VehicleSafetyBC website.
  • When do I contact a taxi company directly?
    Contact the taxi company directly for immediate service issues, such as cancelling a taxi you’ve ordered, asking about a taxi arrival time, or changing a pick-up time or location. If you have a negative experience with a taxi driver or dispatch please start by reporting it directly to the business to give them the opportunity to address it. If that does not resolve the issue and you’d like to make a complaint, you can submit a complaint form to CVSE, available on the VehicleSafetyBC website.
  • Do I use the complaint line to report unlawful activity?
    No. Call 911 in the event of an emergency, or to report safety issues or activities such as consumption of alcohol or drug usage by driver or passenger, dangerous or erratic driving, dangerous or erratic behaviour, or physical abuse. Use non-emergency contact lines for reports of unlawful activity that do not pose an immediate risk to the personal safety of yourself or others.
  • What happens after a complaint is made?
    CVSE officers will investigate and may follow up with the company. If the complaint involves a contravention of the Passenger Transportation Act/Regulation, Motor Vehicle Act/Regulations, or the conditions of the Passenger Transportation License, enforcement action may be taken.