Uber (1)

Meeting: 
MQT on 2015-06-17
Session date: 
June 17, 2015
Reference: 
2015/1708
Question By: 
Darren Johnson
Organisation: 
City Hall Greens
Asked Of: 
The Mayor
Category: 

Question

I have received reports of Uber customers not being able to contact Uber by telephone in the event of billing queries or other problems. Is it not a requirement that all private hire operators must have a fixed telephone landline prior to licensing?

Answer

Answer for Uber (1)

Answer for Uber (1)

Answered By: 
The Mayor

TfL's current policy requires a landline to be specified at the time of application, a requirement which was met by Uber.  However, it is not a regulatory requirement for an operator to specifically maintain a landline once licensed and operational.

I do recognise the importance of passengers having access to an effective and responsive complaints handling process and this is why TfL is considering the issue of a permanent phone number as part of its Private Hire Regulations Review.