From: Dave Davis [dddavis@bigpond.net.au] Sent: Sunday, 20 May, 2001 13:24 To: disabdis@humanrights.gov.au Subject: Taxi Inquiry G'day, Thank you for this opportunity to express my concerns regarding the dismal state of the taxi system here. Not sure why the industry treats us--PWD's--with so much contempt, but contempt it is and it's fairly widespread. Below I have highlighted my experiences with the Australian taxi system both while on vacation here in 1997 and to the present as experienced now as a resident. Back in 1997, while visiting Oz to pick out where we wished to settle after migrating here (I'm Canadian, my wife an Aussie), we spent 7 days in Sydney, 10 on the Gold Coast and 4 in Brisbane. Transportation was our biggest hurdle and a constant cause of frustration. Most of my taxi experience was in Sydney and it was mostly bad. It was also my first chance to meet my mother-in-law, who lived in South Coogee, but because of the taxi system--more on this later--we never met and she passed away in 1999...thanks so much. Anyway, it started out well when we arrived at the airport and an accessible--Flashcab--turned up shortly after arriving at the curb. Don't recall having to call for it. Not enough depth for my Quickie P300 w/c, nor enough headroom for my 6'3" frame, but it got us to our hotel. This was, unfortunately, a fair bit from Sydney's CBD, so taxis were the order of the day, at about $40 per day, to boot. In hindsight, we should have spent extra on a downtown hotel and nixed the taxis altogether. Our first night out found us in the CBD during the Melbourne Cup, and I've never seen so many taxis in my life. They were everywhere, but no access cabs. Fortunately (???) we had booked a maxi cab the day before, as we planned to see a movie which ended around midnight. Well out we came to find no cab, so we called, only to be told we never made the booking. Well, between midnight and 2 am we called and called, when we could find a working Telstra pay phone, most of which took our change, but didn't deliver a connection, which we pointed out to Telstra who really didn't care. Anyway, we finally ran out of change and everything was closed and it was pouring rain. There were the odd access cab passing by, but on route to another fare, it seemed. A rather tipsy aboriginal lady even tried to help by running out in front of a passing cabs, but they wouldn't stop, so we thanked this dear sole and told her we didn't think it was helping. Later we bumped into a fellow Canadian and his Aussie lady who were also trying to make a call. We steered them to the one working phone and he gave us some more change to make our calls, refusing any compensation, I may add. Anyway, we finally got these taxi jokers to send an accessible cab, only to have the driver state to us that he had, in fact, seen our names on the roster earlier in the evening. Got to our hotel at 2:30 am instead of 12:30 am. Although I always asked for Maxi taxis, as they were the only ones I truly can sit up straight in, only got one once while in Sydney. However, the worst offence was calling the day before for a cab for the next morning only to have a no show. We called and were told it's on its way. Wait! Wait! Then the hotel staff--they were great (Park Lodge Hotel)--brought out the cordless phone with the taxi dispatch on the line. Well, this went on from 10:30 am to 3 pm with dispatch telling me every half hour, "another 30 mins," another "10 mins" or "can we send a London cab?" Well, this was the day my wife and I were planning to visit mum, but at 3 pm we canceled as we had a dinner engagement later in the day, only to have a taxi turn up a half hour later with a rather POed driver after he was told we had canceled the trip and also telling him to take out his anger on dispatch. Well, as stated above, I never got to meet mum, as she, as some elderly folks are, was rather set in her ways and refused to drive down to visit, nor would she let us send her a cab (only a regular cab was needed), nor did she want us to try again the next day for fear, and rightfully so, that we would not get the ride we needed, and she would miss visiting with her only child, my wife. So the next day we got a cab--yes, one actually turned up--went down to Circular Quay where my wife caught a bus to visit mum and I spent all day wandering through the lovely botanical gardens and checking out the sites. I will never--NEVER--forgive the taxi companies, Sydney, nor the state and federal governments of Australia for allowing such a condition to exist in this day and age. I was close to mum and now she's gone forever, shame on the system, shame. Admittedly, accessible cabs where I'm from--Victoria, BC Canada--are even worse, as there's only one company with access cabs, only access vans, to be more precise, but they rarely could take spontaneous bookings, and even though they were supposed to be 24 hr., one time I needed them at 9:15 pm at the ferry term. 50 kms. from town, but they refused to come as they'd all gone home, so I awaited the next bus, as most are accessible and got home at midnight instead of 9:45 pm. The point here is that Victoria, which prides itself on being in the 18th century, more "British than Britain," has an award-winning public transit--bus--system that is 70% accessible, including 11 brand new low floor, double-decker buses from Dennis in the UK and it will be 100% accessible in 2003 and Canada doesn't even have a DDA or ADA, though we do have the Charter of Rights to play with. There were a couple other instances where we were stood up, but the above were the worst, and this was over a 5 day period. We finally latched onto a great driver from Egypt, a truly lovely fellow who stated if "you tell me to be somewhere, I will be there," and he was, thus enabling use to catch our flight to Coolangatta at the end of our Sydney stay. However, even though his vehicle was identical to others, he stated my wheelchair couldn't be tied down--not so--and thus our two days with him were with me unsecured in his cab. While on the GC we tried cabs twice, but only the ride to Sea World turned up, as the same driver couldn't bother to turn up at 5:00 for the return trip, so we walked/wheeled 5 kms. to our accommodation in Surfers, which was a dangerous adventure in itself given the poor infrastructure in most cities here. Unfortunately, I was on the road in my w/c most of the way in heavy traffic as sidewalks were missing in areas, as were unusable curb cuts, but I made it home alive. At least I got a Maxi taxi allowing the forced curvature--from cabs with insufficient headroom--of my spine to straighten a little and I'm not even mentioning the pain inflicted, as I was still on pain killers trying to get over whiplash injuries. As for Brisbane, both Maxi taxis turned up on time, though the first had to be yelled at to "stop the cab," and to "stop driving like a fool," as I was being tossed all over the back, and then to "come back here and tie my chair down properly." From then on it was smooth going. The driver who took us to the airport the next morning--5 am--was, I must say, provided one of the smoothest, most comfortable taxi rides I've ever had. The van was clean, as was the driver, as well as he being friendly, courteous and very smooth driver and a lovely fellow, to boot--he even took our luggage into the airport. Of course, the good ones always got a big TIP, whereas the others were begrudgingly paid their fare. On the way home we also spent a week in Hawaii and for me, as a PWD, there was a marked difference, similar to having traveled a third-world nation and then returning to heaven: The curb cuts were wide and smooth, not all, but most--in Waikiki anyway--buildings accessible and accessible transit, to the point where I had two bus drivers pleading with me to take "my bus," can you believe it. Accessible, though not timely transfer from airport into and out of town, as well as an accessible coach to the Polynesian Center for a luau. Now don't get me wrong, Oz is no third-world country...for the non-disabled, that is, however, for the disabled community here and those PWD who visit from NA, in many ways and in many areas, it is. Lack of accessible public transport, IMHO, is the worst offender, with taxi services, and I use services lightly, doing their fair share to make transport for PWD's very difficult indeed. Now here's a letter recently sent Regent Taxis here, now that I'm a resident: "G'day: Yesterday, February 14th, went from bad to worse, re my experience in first booking the cab, and then a ride home later in the evening with the driver from hell. This driver is the prime reason for this complaint. Our day with Regent started off as follows: 1. I called 13 MAXI early afternoon for a ride and was on hold for over 1 1/2 hours, I kid you not. 2. I later called your 13 008 to book and when your operator asked if I was ready, I stated I was pre booking for 5:30 pm: she hung up, without confirmation, nothing. 3. I later called admin to confirm this booking, to mention the above faux pas and to mention for the third or fourth time that most Regent drivers charge us wheelchair passengers, at least, both loading AND unloading on the meter. I also confirmed once again, the legalities of this, as it was my understanding that it was legal to charge one or the other, but not both. This was confirmed by the lady in admin. 4. The first driver showed as scheduled, apologized for being late, though it was only a few minutes, anyway, didn't notice. No problems here, as he was courteous and friendly. 5. We had our Valentine's meal at The Melrose, at Nara Resort, and then awaited our return taxi, which turned up late around 8:40pm, but acceptedly so. I could tell by looking at this driver of cab #918 that he's had better days, so my wife and I entered the van, where I politely suggested that the best place to connect tie downs to my $10,000 wheelchair was the frame (the other driver, and many others first try the leg rests, which are non-structural, and not a safe option). Later in the trip--we didn't talk much--upon nearing our home, I mentioned that "our street was approx. 2 blocks away, through the roundabout and to the right." I then politely mentioned "our house was the last on the left with a white van in the driveway." He arrived, backed in, and got out of the van to unload me. I noted the meter reading at the time of #20.90, then $21.00, at which time I mentioned that the fare was $21.00 and that the meter should be turned off. He turned off the meter, at which time had reached $22.20, which is $1.30 more than it should have been. Well, this is when it went from bad to worse and assuming that he couldn't come up with a viable argument for being caught in an illegal act--leaving the meter on, he starts into me that he's been in Oz for ??? years, on the Coast for ??? years and a cab driver for ??? years and on top of all that, doesn't need to be told how to tied own a wheelchair, even though I've found that most need a reminder. Anyway, I told him in no uncertain terms to take a hike, at which time he has the gall to begin lecturing me on my language in front of a woman...my wife. We're talking about "Mr. Etiquette" here...give me a break. This joker has a real attitude problem and if I were able to walk, he would have been kissing pavement for his main coarse. I've only once been treated in a similar manner and that was at the hand of an equally disgruntled bus driver in Victoria, BC, through no fault of my own, other than I just happened to be there and he was running late. Now my complaint is, of course, regarding this joker of a cab driver, but also for a system which allows to continue unchecked this double loading charges thing, which you know darn well is happening, as I've repeatedly pointed out to the admin staff. Also, what's up with the 13 MAXI number? It shouldn't be up to me, as a customer, to have to point out to your drivers the legalities of this situation. I realize, better than most--my father drove cab off and on for years--the plight of long hours for low pay in your industry and the fact that your fares are tightly regulated...why I'm not sure. That's a matter your trade association should be taking up with the government, and not left for either drivers to pull off their scams, or for me and others to stand up and say NO. I would be the first to support your efforts and then pay the legal fare due when I use your services. I'm no cheapskate, as I tipped the first driver, but the second one needs a swift boot out the door. I use the taxi coupons the state hands out to all qualifying disabled who ask. In using the coupons, I have a responsibility to the government and the people of Qld. to ensure that Regent Taxis and others, at the hand of less scrupulous drivers, do not rip off the system. Also, I'm also nobody's fool and don't care for being taken, either. If this driver had laid a hand on me, I would have sued both him and Regent for allowing this practice to continue unchecked. Now, I would like to know what you plan on doing about this situation. If nothing, then maybe I should look up the government powers-to-be and send them a copy of this letter, as well. Thank you for your time. Yours truly, Dave Davis" In summary, during my rather limited--maybe a couple dozen rides--use of the taxi system here, I have come across the following abuses: 1. lateness 2. inability to guarantee a ride even when booked 24hrs+ in advance 3. rudeness to downright hostility (rare) 4. refusal to secure w/c 5. overcharging by charging for unloading or charging while taxi being readied to accept w/c client, which is also illegal, as I was sitting there watching this being done 6. Improper securement of w/c passenger 7. dangerous driving 8. booking line not answered 9. Inadequate vehicles (generally not enough headroom and no view of one's travels) 10. dirty vehicles and drivers 11. inadequate hoists 12. Unknowledgeable booking staff 13. downright lies 14. no shows 15. no 24 hr availability Well, these are my taxi complaints after 3 weeks visiting in '97 and the 10 months as a resident since migrating and I don't even take taxis that often...any wonder! Sorry for taking so long, but this is not a one paragraph issue from anyone who's remotely used the system. Many in the industry don't wish to serve us, not that this is right, but it is fact. Thank you for your time. Regards, Dave Davis -- Dave Davis 18 Cessnock Close Mermaid Waters, QLD 4218 Australia Tel|Fax: 61.7.5554 5987 Mobile: 61.7.0419 717 867 mailto:dddavis@bigpond.net.au Alternate mailto:davedavis@listbot.com "Universal Accessibility is the Ultimate Destination." FAIR GO! Discriminating against another person is not just unfair - it's AGAINST THE LAW! At no cost to you, click below to help the world hunger and other causes. http://www.thehungersite.com