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Complaints procedure
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64. (1) The Authority shall set up a procedure to consider complaints from members of the public and users of small public service vehicles (“complaints procedure”) in respect of—
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(a) the condition, roadworthiness and cleanliness,
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(b) the conduct, behaviour and identification of a driver,
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(c) overcharging or other matters relating to fares (including the failure to issue a receipt) charged by a driver for the hire,
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(d) matters relating to the hiring and booking, and
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(e) identification and the general appearance (including logos, stickers and advertisements on the vehicle),
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of a small public service vehicle.
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(2) The complaints procedure may be amended by the Authority.
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(3) The complaints procedure shall, as far as practicable, be user-friendly and accessible.
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(4) The Authority shall publish on its website and in printed form details of the complaints procedure.
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(5) Any complaint procedures set up under section 51 of the Act of 2003 are deemed to be complaint procedures under this section and may be amended or revoked accordingly.
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