Thursday, September 06, 2018

Uber Has Till 1st October To Install 24/7 Manned Help Line For Passengers: (Voice Contact Requirement).

In June 2016, Transport for London (TfL) made a number of regulatory changes to raise standards in London’s private hire industry and improve safety and convenience for customers.

This included the introduction of a requirement for London private hire vehicle (PHV) operators to make someone available for passengers to speak to during their hours of business and at all times during a journey if passengers want to make a complaint or discuss other matters relating to their booking (the Voice Contact Requirement).

Following a legal challenge, the Court of Appeal, in a judgment given today, have reversed the High Court’s decision and found the Voice Contact Requirement to be lawful thereby upholding TfL’s original decision to introduce it.

As a result of the judgment, the Voice Contact Requirement remains in place. However, in order to allow operators time to implement any necessary changes following the judgment, they should make sure they comply fully by no later than 1 October 2018. TfL encourages operators to comply fully with the Voice Contact Requirement sooner if possible. Guidance and information on how to comply will be published on our website in due course.

If you need further information, please email us at or call our Licensing Team on tel. 0343 222 4444 (Monday to Friday, 8am to 6pm).

Graham Robinson

Interim General Manager London Taxi and Private Hire Transport for London 


In the words of Johnny Nash....there are more questions than answers!

This noticed was signed off by Helln Chapman's replacement on the 25 May 2018.

So why have they only just put this on their website....why the secrecy again?

Also a word from Cabvision on Twitter....more questions that need answers.


Anonymous said...

will cost uber 24 hours a day paying someone minimum wage, so about £180 a day, plus a phone line, about £4 a week, so not to much for a 60 billion valued company, maybe one phone will do and keep anyone hanging on the line with a CONservative party broadcast !

Anonymous said...

as a condition of their vehicles getting a licence, will uber now have to have large stickers on their windows, the same as TAXIS, telling their passengers, HOW TO COMPLAIN?

Anonymous said...

What if they don't get a manned office.
Is someone gonna run and tell Miss ?
TfL are bought and paid for they do as there told period.

Anonymous said...

whats happening on the law firm getting involved? anyone know? should we be getting our names down to them? How is it going to work?