• display an ID card with their photo inside the taxi or shuttle in a place where it's clearly visible. If the photo doesn't match the driver or cannot be easily seen, the passenger can choose another vehicle
• act in an orderly, clean and civil manner
• have the vehicle clearly identified with the company name and the fleet number or licensee name – shuttle licensee names should be on the outside of both front doors
• demand no more than the exact amount of the fare and any other charges (if any), less any deduction of pre- payment of the fare
• display a registered fare schedule – this will also make reference to an address for sending any complaints
• provide fare information when asked
• give a receipt for the fare if asked – the receipt must contain the driver's unique identification details and the vehicle's registration number
• carry reasonable quantities of luggage and carry it with appropriate care
• check the vehicle for left property immediately after each hire and report it to their office or the police.

Passengers confined to a wheelchair can ask for a taxi equipped with a wheelchair hoist.
In some cases, such as a pre-booked tour, the operator may be exempt from some of the above requirements.
If the passenger is travelling in a taxi, they can also expect the driver to:

• take them to their destination using the shortest or most convenient route to the passenger
• not allow other people to ride in the taxi without the original hirer's permission
• inform them of any change in tariff when other hirers participate in a multiple hire
• use the fare meter correctly without any intent to deceive or tamper with it in any way.

If you need a child restraint, ask the taxi company if they have a seat appropriate for your child's age and weight when you book your taxi. Most companies will be able to provide one.

Taxi divers can refuse passengers if, on reasonable grounds, they consider:

• their personal safety would be threatened or endangered
• the intending passenger is under the influence of drink or drugs
• the intending passenger is in a filthy condition
• the intending passenger is consuming food or drink
• the intending passenger is noisy, violent or is disturbing the public peace
• the intending passenger is accompanied by an animal, unless that person's sight is impaired and the animal is a guide dog
• the intending passenger owes the driver for a previous fare and refuses to pay what is owed
• the intending passenger doesn't have enough money for the journey (the driver can ask for payment in advance)
• there are more passengers wishing to travel than the number stated on the vehicle's loading certificate.