Q. How do I know that the vehicle I have requested is licensed?

On the back of the vehicle on display is a licence plate, like these below. If there is not a plate like these Milton Keynes Council have not licensed it. These licence plates display a number (licence number), vehicle registration (matching the vehicle it is attached to) make and model of vehicle, number of passengers authorised to safely transport and expiry date of the licence and the Milton Keynes Council logo and a valid hologram.

Q. How safe is the taxi?

All vehicles that are presented to us to be licensed are comprehensively tested to ensure that they are safe. In fact, we test more thoroughly then the MOT. Our vehicles are subject to:

• 2 mechanical inspections each year
• police and enforcement officers carryout roadside checks throughout the year
• tyre depth is stricter then the legal regulations
• vehicle condition is monitored for untidy paintwork or body damage
• Seat width and length, headroom, luggage space is measured to meet council specifications
• Vehicles must be clean and tidy inside and out at all times
• As the council we monitor who is driving the vehicle and the driver maintains the correct insurance

Q. Is my driver safe to drive me?

Yes, if your driver has a badge like this (below) with a picture of them displayed in the vehicle for you to see, then he is licensed by us. Rigorous checks have been carried out before the badge is granted which include:

• Enhanced Criminal record Check (DBS) for time in UK
• Certificate of Good conduct if resided outside of UK for more than 6 months
• Valid Medical certificate
• Driving licence endorsement check
• Resident check
• Practical driving test
• Driver Suitability Assessment

Below is an example of one of our combined badges (both Hackney Carriage & Private Hire), please be aware these must display a valid hologram. You may also come across these badges in green (hackney carriage) or blue (private hire) these are now being replaced by the orange badge.

Q. What is the difference between Private Hire and a Hackney Carriage?

Private Hire Vehicles:

• Vehicles can be any colour
• Mainly saloon vehicles
• Private contract between hirer (yourself) and driver
• You call the operator to arrange a taxi for your journey
• Usually have a minimum fee per mile driven
• Must have door signs on either doors (front) stating the operator name
• Must be pre-booked otherwise they have no insurance and that is illegal.
• Operators regulate the fare prices
• Operators must keep records of all calls and work
• Operator allocate the work to drivers
• Left possessions in vehicle, contact the operator
• Complaints concerning the driver service or driving standards are to be reported direct to the operator will advise you if you need to inform the council.

Hackney Carriages Vehicles:

• Vehicles are mainly black in colour
• Display a roof sign stating ‘taxi’
• No pre booking necessary
• Display a tariff card for passengers to see
• Do not need to maintain records of work
• Find hackneys at ranks or flag down on road way
• Vehicles have taximeters installed that measure the mileage and charges are set to the Milton Keynes tariff rate
• Have queuing areas (Ranks) outside train stations, shopping centres, football grounds, theatres etc.
• Regulated by the council
• Fares are set by the council
• Complaints concerning driver’s behaviour or driving standards to be reported to the council.
• Left possessions in vehicle, contact nearest Police station.

Q. There is a taxi with door signs on parked outside, stationary, can I use that taxi?

No. The taxi is licenced as Private Hire Vehicle because it is displaying door signs. This means you MUST call the operator and book a vehicle to collect you. If you do not call the operator you are not insured to travel in the vehicle and the driver could lose his licence as he too is breaking the law.

Q. Complaints about my driver who should I contact?

Members of the public who wish to make complaints or comments about a licensed driver, vehicle or operator should email the Council's enforcement team taxienforcement@milton-keynes.gov.uk

The council can only deal with breaches of legislation or conditions of licence and NOT complaints about customer service. Customer service complaints need to be dealt with through the operator, unless they are a Hackney Carriage and then contact the council.

Q. I have been overcharged for a taxi journey

Please contact your operator as they control charges for Private Hire vehicles. The council has the power to set fares for Hackneys but not Private Hire vehicles. Unless it is a Hackney carriage then contact the council on 01908 253599.

Q. I have left my possession in the taxi, what should I do?

The driver has to immediately after the termination of any hire, search the vehicle for any property which may have been accidently left and within 24 hours attempt to return the property to the rightful owner or take to the nearest Police station where they should obtain a receipt for leaving the property.

Q. Should my taxi driver provide a car chair for my child?

No, the driver does not need to provide a car chair for a child.

Q. Should my driver be smoking in the vehicle?

No, the driver must comply with the law. Please take the vehicle registration details and badge number of driver and inform the council. There's more information on smoke free rules here.

Q. Should my driver be on the telephone whilst driving?

No, the licensee of the vehicle shall not use any mobile devices whilst driving. The driver shall not use a hands-free kit whilst conveying a passenger.

Q. My driver took the long way round, when I know a shorter route.

As the hirer of the vehicle you are able to direct the driver on your preferred route. Otherwise, the driver must take the shortest route available, subject to roadworks.

Q. Will I be charged extra because I have an assistance dog?

The driver must allow the assistance dog in the vehicle at no extra charge. Your dog should always be able to sit next to you during your journey. If you have experienced a driver who has refused to allow the assistance dog into the vehicle or have been charged extra due to having the dog, please contact the council who will investigate the matter fully.

Q. I need to take my pet (other animal) with me in the taxi can the driver refuse?

When you call the operator please ensure that you advise them that you wish to carry a dog or other animal. This will allow the operator to allocate the job to a driver who is willing to transport your pet.

Q. I use a wheelchair will I be able to use a taxi?

Yes. The council has a public transport system where people with disabilities are entitled to the same opportunities to travel as other members of society. The council expects that licensed drivers and operators provide a service to all members of society without discrimination. The Equality Act 2010 places certain duties on licensed drivers and operators to provide assistance to people in wheelchairs and to carry them safely.

Q. Will I be charged more because I use a wheel chair?

No. Drivers are not permitted to make extra charge for carrying a wheelchair.

Q. Will I be safe in Wheelchair Accessible vehicle (WAV)?

Yes, all drivers who drive a (WAV) will have to pass a relevant taxi driving test that is designed for specifically for taxi drivers which includes a wheelchair exercise of loading and unloading a wheelchair safely.

Q. There are other taxi vehicles with yellow plates on the back and yellow door signs with a local operator’s name and number on why is that?

Operators are allowed to have an operator licence in other authorities. These are usually bordering authorities such as Aylesbury Vale or South Northants. In Milton Keynes several local operators do this. This is not against the law.

Since the introduction of Deregulation Act 2015, all licensed operators in any authority are allowed to share the jobs they received between other operators (sub-contracting) this is known as ‘cross border hiring’. Other authorities have different standards appropriate for their district therefore vehicle and driver standards can differ.

As part of Milton Keynes Council’s conditions of granting a licence requires operators to advise the hirer if a vehicle being dispatched to them is a vehicle from another authority