Private-for-hire vehicles to operate in Calgary

You’ve asked for it and we’re delivering. Council today approved bylaw amendments to allow Transportation Network Companies (TNCs), such as Uber and Lyft, to operate in Calgary. With an amended bylaw now in place, the only outstanding item is the Province’s approval regarding insurance policies that cover TNC drivers.

In collaboration with citizens, the taxi and limousine industries and TNCs, we have moved quickly to develop and approve these bylaw changes.

Going forward, TNC drivers can operate in Calgary if they have:

• An annual operating licence from The City of Calgary;
• Class 1, 2, or 4 driver’s licence;
• Annual Calgary Police Service (CPS) criminal background check;
• Proof of valid commercial insurance as required by the Government of Alberta;
• Proof of eligibility to work in Canada; and
• Proof of provincially-approved 134-point mechanical inspection conducted annually, or 50,000 km, whichever comes first.

These changes create the foundation for a robust transportation network. Our mandate is to support innovation while accounting for safety and reliability, with a customer focus. We know our fellow Calgarians welcome this new and safe option to our city and we are excited to go on this ride together.

Safe Transportation Options on the Way

That’s what The City is delivering because that’s what Calgarians told us they want. We are proposing new changes to our Livery Transport Bylaw that will create the opportunity for Transportation Network Companies (TNCs) such as Uber to legally operate in Calgary. 

The City and Uber had issued a joint agreement in December stating that we were working together to develop solutions for new transportation options that are safe and reliable for Calgarians. Today, Uber told Calgarians that our proposed bylaws are unworkable.

The City believes that the proposed bylaw changes are workable and fair for TNCs. Here’s why:

• We believe that all TNC drivers must undergo a Calgary Police Service (CPS) criminal history check. These criminal history checks are the most thorough background checks available and include vulnerable sector checks (e.g. checks for pardons for such things as sexual offences) as well as national police information. Current taxi drivers must undergo these checks to qualify for a license.

• We believe that all TNC vehicles should undergo a provincially-approved vehicle inspection every six months, a regulation that our taxi industry already complies with. These inspections are widely available throughout Calgary.

• We believe that all TNCs should be required to submit trip data, driver availability, and trip volumes. This allows us to ensure that quality customer service is attained. In fact, this is something our taxi industry already provides us. This data has assisted the police in different types of criminal investigations and is another way to monitor citizen safety. The trip data also helps The City make good evidence-based policy decisions.

• We believe that insurance is a very important part of this equation and we continue to inform drivers, passengers and the general public about risks involved in using private for-hire vehicle services. The Government of Alberta has issued an advisory notice on ride sharing services and the insurance risk they currently pose to drivers and the public, noting any third party involved in an accident in or with one of these vehicles may not have insurance.

• We believe the proposed licensing fee of $220 per driver, per year is reasonable to help with the operational cost of enforcement. In addition, other fees include a Calgary Police Services criminal history check of $30, a vulnerable sector check of $25 (only if finger prints are required) and a vehicle safety inspection fee ranging from $140 to $179. TNCs have the opportunity to subsidize these fees or pay for them outright to support their drivers.

These proposed bylaw changes will allow TNCs to operate in a fair and competitive market. They address citizen, driver and passenger safety and support accessibility, reliability, fairness, competition and customer service.

UPDATE:
Private-for-hire vehicles to operate in Calgary

City granted a temporary injunction

We take our responsibility to keep Calgarians safe very seriously. That’s why we applied for an injunction last week against private for-hire vehicles using the Uber app.

Today, we were granted a temporary injunction which prevents all Uber drivers from operating in Calgary temporarily. The injunction is in place until Dec. 17, 2015. At that time, we will seek to have the injunction made permanent until private for-hire vehicles operating with the Uber app meet safety, insurance and regulatory requirements.

The temporary injunction includes all people who operate in Calgary as an Uber driver. The injunction supports our position that Uber drivers are contravening the Livery Transport Bylaw.

We are working hard to define new rules to allow private for-hire vehicle services to operate in our city. Council agreed to review bylaw amendments that allow a hybrid Open/Controlled entry system, meaning Transportation Network Companies (TNCs) could operate if they meet a number of conditions, including having proper vehicle insurance and the driver having a driver's licence acceptable to the Province (for example, a class 4 licence) and passing a criminal background check. Bylaw amendments will come back to Council for review no later than Feb. 22, 2016.

We want consumers to have options and continue to work on ways to provide these options. In the meantime, we encourage Calgarians to be informed to make smart transportation choices.

The City of Calgary enforces the Livery Transport Bylaw to ensure public safety, service quality and consumer protection. To learn more about private for-hire vehicles. To learn more about Livery Transport Services.

City proposes options regarding transportation network companies

The Taxi and Limousine Advisory Committee (TLAC) today reviewed options that address transportation choices for Calgarians and recommended a path forward to create a regulatory environment for companies like Uber.

What happened today?

City Council had directed Administration to develop options allowing Transportation Network Companies (TNCs) like Uber to safely operate in Calgary.

Today, Administration provided TLAC with a number of options to help inform Council in its decision-making process. TLAC unanimously recommended Council proceed with a hybrid Open/Controlled entry system (option three) that would regulate safety for both taxis and private for-hire vehicles and would allow some flexibility in rate setting.

This option means that TNCs like Uber could operate if they meet a number of conditions, including having proper insurance on the vehicle, the driver having a driver's licence acceptable to the Province (for example, a class 4 licence) and passing a rigorous criminal background check.

These requirements are similar to those in many other jurisdictions where TNCs operate successfully.

Citizen safety and customer service are top priorities for The City. We want to ensure private for-hire vehicles that operate as part of a TNC are operating safely.

What happens next?

City Council will discuss these options including the recommended one on Monday, November 16. At that time, Council may make a recommendation to prepare a new bylaw to come back to Council in December.

Does that mean I can drive for Uber or be a passenger now?

Not yet.

The City continues to advise there are risks to drivers, passengers and the general public associated with private for-hire vehicle services. These risks relate to the level of vehicle inspections on private for-hire vehicles and the level of training and security checks the drivers undergo. The Government of Alberta has also issued an advisory notice on ride sharing services and the insurance risk they currently pose to Albertans, noting any third party involved in an accident in or with one of these vehicles may not have adequate or appropriate insurance.

How is The City enforcing the bylaw now?

The City has applied for a court injunction against people who have been driving for Uber. The City is taking this step to help ensure public safety and continue to inform people about risks involved in private for-hire vehicle services.

The City of Calgary enforces the Livery Transport Bylaw to ensure public safety, service quality and consumer protection. Learn more about livery transport services.

UPDATE:
Private-for-hire vehicles to operate in Calgary

Collaborating to create new transportation options

We strive to create an environment that fosters Calgary’s entrepreneurial spirit. We believe in creating opportunities for new ideas to thrive and for new companies to flourish. We also take our responsibility to keep Calgarians safe very seriously. 

When it comes to private for-hire vehicles like Uber, we appreciate the innovation they are striving to bring to the Calgary market, but also believe that bringing these ideas to market needs to be done in a safe and organized way.

The City is working very hard to define the rules for private for-hire transportation companies to operate in our city. Currently, drivers who are operating private for-hire vehicles in Calgary are operating illegally. These services are illegal because there are no safety or security guidelines in place for consumers. Also, unlicensed drivers do not have appropriate commercial insurance coverage as required by the Province of Alberta. 

City Council to review options to allow private for-hire companies on Nov. 16

We are collaborating with Uber to resolve some of these challenges and to allow private for-hire companies to operate legally in Calgary. While we aren’t there yet, we are making progress. On November 16, we will be presenting options to Council, which may allow for this new market in Calgary.

The City of Calgary enforces the Livery Transport Bylaw to ensure public safety, service quality and consumer protection. To learn more about private for-hire vehicles. To learn more about Livery Transport Services.

Submitted by Carissa Vescio, Animal & Bylaw Services

The City cautions Calgarians about Private for Hire Vehicles

The world is changing the way it does business and The City is ready to embrace and adapt to those changes. We welcome the use of new technologies and competition. We support choice and options that make lives easier.

Many citizens have tried private for hire vehicles services here and elsewhere, and want access to those options.



Risks
The City advises citizens that there are risks associated with participating in private for hire vehicle services such as Uber. These risks include the fact that these vehicles are not inspected by The City and the drivers are not licensed by The City. There is also a risk from an insurance prospective for drivers, passengers and any third party involved in an accident in or with one of the vehicles.

Safety and Insurance
The existing Livery Transport Bylaw ensures that taxi and limousine drivers undergo criminal checks, receive training, and are properly licensed and insured. In addition, vehicles are subject to thorough inspections rated on both mechanics and appearance, and meters are checked for accuracy. All of this is done to ensure the safety and protection of passengers, drivers and the general public.

Regulated taxi and limousine drivers are required to have commercial automobile insurance that ensures both passengers and drivers are safe and covered if an accident were to occur.

It is important that citizens and drivers of private for hire vehicles understand the implications currently involved in utilizing such services. Using or driving one of these vehicles could mean you don’t have access to insurance protection and accident benefits under Alberta law.

Consumer Options
On October 5, Council directed Administration to report back to the November 16 Strategic Planning Meeting of Council with options to regulate private for hire vehicles.

The City wants consumers to have options and we are working on ways to provide options. In the meantime, we encourage Calgarians to be informed to make smart transportation choices.

Read the news release in The City of Calgary Newsroom.

Second year of taxi satisfaction survey results released

The City of Calgary shared the results from a recent Satisfaction with Taxi Services survey today showing some areas of improvement over last year’s results. The City’s Livery Transport Services team will now comb through the results and work with industry to identify where more improvements can be made.

The survey, conducted in June 2015, found 87 per cent of Calgarians are satisfied with taxi service in the city.

“Recent media has shown some of the troubling aspects the taxi industry faces, but it’s encouraging to see that overall, Calgarians are enjoying a safe and satisfactory experience when taking a taxi in our city,” says Mario Henriques, chief livery inspector for The City of Calgary.

Satisfaction survey results

Calgarians shared they have four key factors that contribute to their overall satisfaction with taxi service. They are: the taxi driver; their experience during the ride; dispatchers; and value for money.

• 94 per cent of taxi users are satisfied with the level of service they receive from taxi drivers. (similar to last year’s 93 per cent satisfaction).
• 93 per cent of taxi users were satisfied with the vehicles – both the cleanliness of the vehicle and for the condition/maintenance of the vehicle. 
• 82 per cent of taxi users were satisfied with the amount of time it took the taxi to arrive – up eight per cent from 2014.
• 16 per cent of taxi users have obtained a taxi through an online booking system or app, although 40 per cent indicated they are likely to do so in the next year. Those who used an online system or app were 92 per cent satisfied. 
• 81 per cent of taxi users are satisfied with the service they receive in calling dispatch for immediate service and 90 per cent are satisfied with pre-booking taxis through dispatch. 
• 69 per cent of Calgarians are satisfied with the value for money they received during their taxi rides. 

Improvements from 2014

After the 2014 survey, The City implemented two new initiatives:

1. New taxi plate licences were added to increase the number of taxis on the road. The 133 new taxi plate licences also came with the requirement they be in use during peak periods to help with higher demand. 
2. The City also had bumper stickers added to every cab directing complaints and compliments to 311. 

“The City’s role in the taxi and limousine industry is to serve as regulator ensuring customer safety, service quality and consumer protection. This survey is helping us see where our industry is doing a good job, and helping us identify possible areas for improvement,” says Henriques.

“By lodging your complaint or compliment with 311 we are able to follow up on the complaints and also learn what is working through the compliments.”

Lodging a complaint through 311 still remains low, as 81 per cent of taxi users indicated they lodged their complaint directly with the taxi company. But there has been an increase from eight per cent to 16 per cent in the number of users reaching out through 311 to share their experience.

Next steps

These results are just part of an overall look at how the city’s taxi industry is doing. Engagement will continue by talking and working with taxi drivers and brokers in the coming weeks. The City’s Livery Transport Services will also be looking at the full results to see where more improvements can be made.

“It’s all about constantly improving for Calgarians,” says Henriques. “They’ve told us what they think of the Calgary taxi industry. It’s now up to us to hear what they are saying and look for ways to act on those suggestions where and when possible.”

For more information on taxis in Calgary visit calgary.ca/taxi.

Submitted by Jennifer de Vries, on behalf of Animal & Bylaw Services

Taxi bill of rights outlines shared responsibilities

Safe and convenient taxi service is part of our commitment to keeping Calgarians on the move. The Passenger and Driver Bill of Rights outlines the shared responsibilities of both driver and passenger to help ensure this commitment is met.

View an enlarged image of the sticker.

“The Passenger and Driver Bill of Rights promotes a common understanding between passengers and drivers, each of whom have obligations during the course of a trip,” says Mario Henriques, chief livery inspector.

"Clearly outlining both parties’ roles and responsibilities will hopefully reduce potential misunderstandings and improve the taxi experience for all.”

Coming soon to a taxi near you

By September 1, 2015, all 1,659 taxis currently operating in Calgary will display the bill of rights in their vehicles.

“Safety, convenience and respect all contribute to a positive taxi experience,” says Henriques. “We work hard to provide this assurance through regulation of the taxi industry on behalf of all Calgarians – drivers and passengers alike.”

Submit concerns online or through 311

We are always seeking feedback on the taxi experience so we can recognize areas of excellence and address areas of concern. Please submit your comments, compliments, questions or concerns online through the 311 app or by visiting www.calgary.ca/taxi.

Calgarians and visitors rely on the taxi service as a year-round mode of transportation and last year, more than 8 million taxi trips were taken. More about taxis and limousine services in Calgary.

Submitted by Jennifer de Vries on behalf of Animal &Bylaw Services

Taking taxi safety seriously

We are committed to the safety of both taxi passengers and drivers in Calgary. Calgary’s taxi fleet is composed of 4,500 licensed drivers who recorded over eight million trips this past year.

To help ensure the safest cab ride possible, we implemented cameras and GPS tracking in 2013. In 2014, our Livery Transport Services held five hearings associated with sexually inappropriate behaviour, discussions or unwanted touching of a passenger. This constituted a 55 per cent drop in sexually related offence complaints since the mandatory installation of security cameras.

Calgary’s taxis regulated to ensure customer safety

Taxi regulations include driver criminal checks, driver training, vehicle inspections, commercial automobile insurance, keeping service records and meter accuracy checks.

Tips to ensure a safe taxi ride:

• When hailing a taxi, be sure the driver and vehicle are licensed. Look for a taxi plate on the rear bumper of the vehicle. 
• The driver’s badge should be posted in a visible location and is typically placed on the passenger side visor. If you are not able to see it, you can ask to see it.
• Whenever you get into a taxi, take note of the cab number and company. Knowing these numbers will help you track down lost items or if you want to share a compliment or concern about your ride.

Taxi compliments and concerns can be reported online using an easy form.

Submitted by Carissa Vescio, Animal & Bylaw Services

Need a cab? How about a limousine as an option?

We are looking for your help to make getting a cab in Calgary easier. 

Bylaw amendments are being looked at to allow limousines to offer on-demand service during peak period times and we want your input.

The Taxi and Limousine Advisory Committee is holding an information session to discuss the proposed bylaw amendments and gather your input to help improve service quality in the taxi and limousine industry.

Limousine Bylaw Amendment Information SessionWhen: Thursday, Feb.  5 , from 5 p.m. to 7 p.m.
Where: Clarion Hotel (2120 16 Avenue N.E.)

Give your feedback in person or on line

The feedback garnered at the information session will be reviewed and considered when we share our recommendations to Council.

Can’t attend the information session? Make sure to have your say by checking out our online presentation and filling out our survey at the end.

If you have a compliment or concern related to taxis or limousines contact us online through 311.

Learn more about the taxi and limousine industry in Calgary.

Submitted by Carissa Vescio, Animal & Bylaw Services

Taxi safety tips for the holidays

Safe taxi taking habits are good to know. It’s important for you, the passenger, and the driver to respect the ride.

Tips to ensure a safe taxi ride:

• When hailing a taxi, be sure the driver and vehicle are licensed. Look for a taxi plate on the rear bumper of the vehicle. 
• The driver’s badge should be posted in a visible location and are typically placed on the passenger side visor. If you are not able to see it, you can ask to see it.
• Whenever you get into a taxi, take note of the cab number and company. Knowing these numbers will help you track down lost items or if you want to share a compliment or concern about your ride.

As of Friday, Dec. 12, The City has added 57 more cabs to city streets from the 126 taxi plate licences approved by Council on Sept. 22.

Administration and Council agreed more cabs on the road for the holiday season would mean better service.

The 126 taxi plate licences are mandated to be in service and available for dispatch calls on Friday and Saturday evenings, making it a little easier to find a cab during peak period times.

There are many different ways to get a cab:

• Try using an app to access a cab. Checker, Associated, and Calgary United Cabs all have an app that connects you with a ride. 
• If you call a cab company and get put on hold, don’t hang up and redial, stay on the line for faster service.

If you have a compliment or concern related to taxis or limousines contact us online through 311.

Submitted by Carissa Vescio, Animal & Bylaw Services

Taxi survey results encouraging but improvements still needed

While The City looks to make taxi service improvements for peak times like Stampede, recent survey results show citizens are satisfied with how the industry is running.

The survey, conducted between April 24 and May 11 by Leger, found 86 per cent of Calgarians are satisfied with taxi service in the city.

“We know some people — especially those who waited for hours during Stampede and still could not get a taxi —are going to question the results,” says Marc Halat, manager of Compliance Services with Animal & Bylaw Services.

“But what we are seeing is that, most of the time, it is actually very easy to get a taxi in Calgary and it is an enjoyable experience.” 

Based on the survey, only about 60 per cent of citizens took a taxi in the past year, while 13 per cent used a luxury sedan or limo. Of those who did jump in a cab, 93 per cent say they were satisfied with the driver.

Learning from Stampede

The Leger survey results are being presented to the Taxi Limousine Advisory Committee (TLAC) on Friday, July 18 along with a summary of lessons learned from this year’s Stampede.

Halat says The City is already looking at ways to improve taxi service during next year’s Stampede, such as adding more taxi stands in better locations near the grounds and Fort Calgary.

Most complaints go direct to taxi companies

Another finding is the majority of taxi and limousine complaints were registered directly with the company. Only eight per cent of complaints were filed through 311 and The City.

“We want to encourage people to let The City know when they have issues,” says Halat. “By letting The City know, you will be providing us with the information we need to improve the service.”  

Calgarians can pass along all compliments and complaints to 311, either by calling, going online or using the app, in addition to letting the taxi company know directly.

For more information, go to Calgary.ca/taxi

Submitted by Tara Norton-Merrin, Animal & Bylaw Services