Refunds on rise thanks to Taxi Hotline mandate


Refunds are on the rise for people who cop a dodgy taxi fare, with data showing a jump in calls and cashback for passengers since the NSW Government made it mandatory for Taxi Fare Hotline stickers to be displayed in and on all vehicles.

The government mandate came into effect in September 2023, making it easier for passengers to report complaints.

This has resulted in a significant surge in Hotline usage, with 679 calls and 874 sticker QR code scans in the months of November-January, compared with 473 and 97 for the same period in the previous year.

In the past five months, 528 refunds have been issued by taxi companies – making up more than half of all refunds issued since the hotline was introduced in November 2022.

An estimated 1 million people are expected to catch taxi and ride share services, known as point to point (P2P) trips, in Sydney this long weekend.

Public holidays and major events traditionally see a spike in opportunistic behaviour from a small minority of taxi drivers who break the rules. Hotspots include the Airport and Sydney CBD.

The P2P Transport Commissioner’s team of on-street Authorised Officers will be out in force this long weekend, conducting plain clothes and highly visible operations to make sure taxi and rideshare drivers are doing the right thing.

All passengers are encouraged to use simple tips to make sure they have a safe and positive experience getting to and from their destinations:

  • Always match registration details to your booking.
  • Check the driver’s name and photo.
  • Never accept a ride from someone who approaches you on the street or at the airport claiming to be a driver.
  • Let a friend or family member know you are on your way or consider sharing your location with them.
  • Always wait for your ride in a well-lit area.

In the 2022-23 financial year in NSW:

  • More than 68 million P2P trips, a return to pre-pandemic levels
  • 6541 taxi licenses
  • P2P transport compliance team conducted around 5500 checks of taxis and ride share vehicles
  • 2300 complaints passed onto taxi companies, with 90 per cent resolved
  • 570 fare-related fines issued to drivers by on street Authorised Officers
  • 30,000 taxi hotline stickers issued.

Since the Taxi Fare Hotline launched in November 2022 to December 2023:

  • 892 refunds issued
  • 53 drivers suspended
  • 33 drivers fired.

Read the Point to Point Transport Commissioner’s Annual Review 2022-23

/Public Release. View in full here.