Broadland District Council passenger information

We are responsible for licensing private hire drivers, operators and vehicles. 

Drivers are issued with a badge showing their photograph, licence number, name and expiry date. This badge must be clearly worn at all times. 

Licensed vehicles

Never get into a private hire vehicle you have not pre-booked as it will not be insured to carry you and may not be licensed.  When using a private hire vehicle, always check to see if a licence is displayed on the vehicle.  In addition:

• find out which licensed private hire vehicles operate in your area and plan your journey in advance
• ask if there’s a call-back service
• confirm your booking with the driver when they arrive
• note their plate number which is displayed at the rear of the vehicle
• always sit in the back, behind the driver
• let your friends or family know of your travel arrangements
• trust your instincts; if you feel worried or threatened ask the driver to stop in a busy area so you can get out.

Taxi complaints and procedures

If you have booked a taxi through a taxi operator and have a complaint about your journey such as: the route taken, the driver's attitude or the fare charged, please speak to the taxi operator. 

Alternatively, if you are not satisfied with the response from the taxi operator, or you have a complaint about a taxi operator in relation to the below please contact the licensing team.  This list is not exhaustive.

• a driver's conduct
• the standard of the vehicle, cleanliness, appearance
• the driver not taking a direct route
• charging more than the agreed fare
• the driver refusing to take a passenger seated in their wheelchair and/or not strapping a wheelchair in the vehicle
• the driver refusing to carry an assistance dog

Please be aware that we can only investigate complaints of identifiable drivers and vehicles.  The easiest way is to note the vehicle licence number which is displayed on the plate at the rear of the vehicle.   If needed, you can ask for a receipt at the end of the journey and ask the driver for their vehicle number.

However, if your complaint is in relation to the below please contact Norfolk Constabulary

• antisocial driving
• unsafe driving/speeding
• using a mobile phone or other handheld device whilst driving
• moving traffic offences
• road rage
• ignoring traffic signs and signals

Complaints such as assault, verbal abuse or suspected theft by the driver should be reported to Norfolk Constabulary as soon as possible.

Complaints about illegal parking must be reported to the parking enforcement team.