Taxi Complaint

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Coronavirus (COVID-19) Alert

Protect yourself and others. All Taxi and Limousine Commission (TLC) drivers and passengers must wear a face covering. You can use a homemade mask, bandana, or a scarf.

Need something else?

You can report a problem with a yellow or green taxi driver or vehicle, including:

  • Using a cell phone while driving, even if it’s a hands-free headset
  • Overcharging or demanding tips
  • Refusing to accept a credit card, demanding an extra fee to use a card, or requesting that a card be swiped again after payment was confirmed
  • Not using E-Z Pass for tolls
  • Refusing to pick you up
  • Refusing your request to change how the radio, air conditioner, or heater is set
  • Unsafe driving
  • Route complaints
  • Being discourteous or rude
  • Not displaying a license, or displaying someone else's license
  • A dirty condition or bad odor in the vehicle, including cigarette smoke and body odor
  • Broken or missing air conditioner, heater, credit card machine, information screen, lights, windows, or seatbelts

What Happens Next

For the Taxi and Limousine Commission (TLC) to take action against a driver, you must participate in a hearing.

If you live in New York, New Jersey, or Connecticut, you may participate in person at 31-00 47th Avenue in Queens or by phone. If you live somewhere else, you may participate by phone.

If you decline a hearing, your complaint will be sent to the TLC, but no action will be taken against the driver.

Passenger information is not provided to a driver unless there are legal proceedings after a TLC hearing.

You can make a complaint that a taxi driver or taxi was not safe for a person with a disability.

Taxi drivers are trained to safely load, secure, and unload passengers who have disabilities. A Wheelchair Accessible Vehicle's equipment must be in working order.

You can make a complaint about:

  • Untrained drivers, including:
    • Inability, failure, or refusal to load, unload, or secure passengers, or doing so improperly
    • Not providing space or proximity to the curb or sidewalk for safe entry and exit of passengers
    • Improper or lack of use of ramp, securing, and any wheelchair accessible vehicle equipment
    • Failure to comply with reasonable passenger requests or provide curb-to-curb service
  • Broken or faulty Wheelchair Accessible Vehicle equipment
  • Injuries sustained by passengers with disabilities
  • Abandoning passengers with disabilities
  • Dropping passengers at incorrect location
  • Failure to comply with any reasonable passenger request including but not limited to, unloading personal belongings or mobility aids from the vehicle, retrieving a dropped item inside or directly outside the vehicle, assisting passenger to the sidewalk
  • Failure to provide curb-to-curb service
  • Other accessibility or safety related complaints about the vehicle or driver

You can make a safety or equipment complaint about a TLC taxi arranged by Access-A-Ride.

Access-A-Ride (AAR) takes service-related complaints from their customers. These complaints include a long wait for a TLC taxi that was arranged by Access-A-Ride. To make a complaint about Access-A-Ride service, visit the Access-A-Ride page.

The Taxi and Limousine Commission (TLC) takes complaints about safety and equipment issues for trips that were booked through Access-A-Ride, when AAR dispatched a TLC taxi.

You can make a complaint about:

  • Untrained drivers who fail to properly use the equipment in the taxi (for example, to secure a passenger who uses a wheelchair)
  • Broken or faulty Wheelchair Accessible Vehicle equipment
  • Injuries sustained by passengers with disabilities
  • Other safety or equipment complaints about the vehicle or driver

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