Article: Queensland taxi standards worst in the country

[ozbob]

From the Courier Mail click here!

Queensland taxi standards worst in the country

Queensland taxi standards worst in the country
Article from: The Courier-Mail

Michael Crutcher and Tuck Thompson

August 10, 2009 12:00am

A TEENAGER from overseas received his license to drive taxis in Queensland after failing his driving test six times.

The teenager passed on the seventh attempt according to a Queensland Transport document which reveals the department's shoddy handling of the taxi industry.

Queensland Transport's research shows how the department, when under the control of ministers including Deputy Premier Paul Lucas, subjected taxi passengers to the lowest driving standards in the country.

The document, released on the Transport Department's website, forms the basis of a reform strategy devised by Transport Minister Rachel Nolan.

The strategy will be explained to the industry at statewide hearings starting in Brisbane today.

Ms Nolan's nine-point strategy followed The Courier-Mail's Fare Go series which exposed widespread dissatisfaction in the taxi industry.

Queensland Transport's document shows the state was one of only two which did not require overseas drivers to have previously held an Australian licence.

The state also did not require English language testing to be conducted independently of taxi training companies.

The failure rate of that testing was described by Queensland Transport as "low" in this state compared with South Australia (85-90 per cent), Western Australia (35-40), Victoria (25) and NSW (15).

The report admits that taxi companies voluntarily raised training standards above those required by government since they were introduced in 2000.

The report shows that 31 teenagers from overseas hold taxi driver licences after convincing Queensland Transport that they held open licences in their native country.

That included the teenager who flunked his driving test six times.

Ms Nolan's strategy will include a new minimum driving age of 20 and a requirement that all taxi driver applicants hold an Australian open licence for at least one year.

Independent English language testing will also be enforced after Queensland Transport admitted its own failings.

"The current English language standard requirements for taxi drivers are relatively low . . . This may be due to the standards being too low or because assessors are not properly trained and accredited as English assessors," the report stated.

The reforms will include a taxi advisory committee.

The Courier-Mail can reveal that it will be made up of a member of the Cab Drivers Association of Queensland, an independent regional driver along with members of the Transport Workers Union, "ethnic community council" and disability sector.

[ozbob]

From the Brisbanetimes click here!

Cab companies forced to lift English standards

Cab companies forced to lift English standards
Tony Moore
August 10, 2009 - 3:31PM

Cab companies will be forced to introduce more rigorous English tests for drivers after poor language skills were found to be behind passengers' two biggest gripes.

The State Government today began talks with cab companies following July's release of the Queensland Transport Taxi Drivers Standards Reform report.

The report followed the establishment of a Taxi Complaints Hotline in May and surprise "mystery shopper" checks on cabbies in June.

It found the two biggest complaints were that drivers did not know where they were going (30 of 126 complaints) or had overcharged passengers (27 of 126), with both issues linked directly to poor English skills.

"There has been a recent increase in complaints and reports of drivers who have poor English standards and this poor understanding of English is resulting in excessive fares due to an inability to follow directions," the report found.

In Queensland, there is currently no need for the organisation that checks applicant taxi drivers can speak "conversational" English to be accredited.

The test simply asks that a cab driver is able to "generally follow a conversation and instructions," or "can read a limited range of of short simple texts or instructions."

Now, however, drivers will be forced to undertake tougher tests under an International Second Language Proficiency Rating (ISLPR) assessment.

The level of standard required will be determined by a national Australian Transport Council review currently underway and is expected to be introduced from January next year.

Other proposed changes include making it compulsory for cab drivers to have held an Australian driver's licence for 12 months, and be at least 20 years old.

The report's investigations revealed there were 31 cab drivers under the age of 20 in Queensland.

The legislation currently has no minimim age to drive one of Queensland's 3200 cabs; an applicant simply needs to demonstrate they have the equivalent driving experience of an Australian open driver's licence.

In some cases drivers earned accreditation based on their overseas driving experience, with very limited Australian driving experience. One cab applicant sat the test seven times before getting through.

Queensland Transport plans to implement some of the proposed changes to taxi driver registration by November 1, 2009, with others by July 2010.

Transport Minister Rachel Nolan said she was determined to clean up complaints in Queensland's taxi industry.

"This week we'll begin stakeholder meetings in major centres throughout Queensland to discuss the State Government's pending reforms for the taxi industry," she said.

"The proposals have been developed through extensive consultation not just with taxi owners and operators but also with drivers and passengers throughout the State."

Blair Davies from Queensland's Taxi Council said while the reforms were a good start, he encouraged the government to implement more changes.

He asked for a licence alert scheme to warn cab booking agencies of cab drivers losing points on their driver's licence.

Mr Davies also asked that New Zealand and possibly British drivers be excused from having to hold an Australian licence for 12 months before being to apply as a cabbie.

"At the moment it looks like they will get caught out by having to wait under this 12-month arrangement," he said.

[mufreight]

As the Transport Department is the licencing authority for taxi drivers one must question as to why these drivers who can not speak the english language and who obviously could not pass a locality test are issued with taxi licences.
Would seem that once more Queensland Transport has failed in its obligations to the Queensland traveling public, WHY?      its enough to make one 

[SteelPan]

It ain't just the drivers either, anyone else encountered the Taxi Marshall on Fri and Sat nights in George St (City).  A set of jackboots would not be out of place....

[ozbob]

Minister for Transport
The Honourable Rachel Nolan
31/08/2009

Mystery audit finds taxi drivers pleasant, well groomed

An independent "mystery passenger" audit of 563 taxi trips across Queensland has found the vast majority of taxi drivers to be pleasant and well groomed with a good local knowledge of key destinations.

In announcing the results of the audit, Transport Minister Rachel Nolan said mystery shoppers, posing as real passengers, found almost all the taxi drivers secretly audited also took the most efficient route and charged the correct fare.

"The results are extremely encouraging - the vast majority of taxi drivers across Queensland do the right thing and provide a quality service to passengers," Ms Nolan said.

"Any gaps in service delivery identified by the mystery passengers will assist to inform the department's planning in regard to rules and regulations for the taxi industry."

The independent mystery passenger audit is a key component of the government's the Taxi Reform Package announced by Minister Nolan recently.

Other changes in the reform include:

?Driver Authority Eligibility Criteria requiring an applicant for a driver authorisation (taxi) to have held an Australian issued driver licence for at least one year, and be at least 20 years of age.

?Introducing national training framework and core taxi driver training competencies developed through the Transport and Logistics Industry Skills Council (once approved by the Australian Transport Council).

?Introducing targeted taxi compliance unit in Queensland.

?Establishing a Taxi Industry Advisory Committee to guide the development and delivery of the taxi Industry Strategic Plan and provide advice to government on key issues for the taxi industry.

The independent audit, commissioned by the Department of Transport and Main Roads for the purpose of ensuring the taxi industry is providing a consistent, quality service, was conducted during a two-week period.

Independent mystery passengers secretly audited taxi services in Brisbane, Gold Coast, Sunshine Coast, Toowoomba, Mackay, Townsville and Cairns. All testing was based on the same criteria:

    * Cleanliness of both taxi and driver
    * Attitude of driver towards passengers and overall interaction
    * English speaking standards
    * Adherence to road rules and other safety rules
    * Level of local knowledge - road networks
    * Correct charges applied for journey
    * Most direct route taken for journey
    * Deviations from standard charges
    * Timing

"The mystery passengers found that in 92 per cent of all trips undertaken, the passenger felt the driver was easy to understand; 92 per cent believed the driver was pleasant throughout the trip and in 94 per cent of trips undertaken passengers felt the driver took the most cost efficient route," Ms Nolan said.

"In addition, 96 per cent of drivers secretly audited were found to be tidy and well groomed, and more than 80 per cent of taxis were clean inside and out. Importantly, 97 per cent confirmed they were charged the correct fare."

Ms Nolan said while the independent mystery passenger audit had identified some issues with taxi services, the department would work closely with the taxi industry to improve adherence to rules and regulations.

"We recognise that some improvements still need to be made, but this audit clearly indicates that the taxi industry, its drivers and the Department are on the right track where customer service is concerned," Ms Nolan said.

"We will continue to work together to ensure passengers receive the best possible service."

Ms Nolan said that as a further measure, the department had increased its inspector presence to ensure rules and other safety measures were being adhered to at popular taxi ranks around south east Queensland and other major regional centres.

INDEPENDENT MYSTERY PASSENGER AUDIT

Total sample - 563

Greeted by driver

    * In 91% of all trips undertaken the driver greeted the passenger with a hello or other salutation.

Driver pleasant throughout trip

    * Passengers were asked to note if the driver was pleasant and nice to them throughout the duration of the trip. 92% believed that the driver was in fact pleasant and nice throughout the trip.

Driver easy to understand when they spoke

    * In 92% of all trips undertaken, the passenger believed the driver was easy to understand when they spoke. This was especially the case in Mackay (100%) and Sunshine Coast (99%).

Driver able to understand instructions easily

    * Passengers were asked to take note of whether or not the driver was able to understand their instructions easily. In 98% of all trips undertaken, the passenger felt the driver was able to easily understand instructions.

Driver knew where he was going

    * Overall, 88% of the mystery passengers felt the driver knew where he was going.

Driver took most cost efficient route

    * The passenger was asked whether or not the driver took the most cost efficient route to their destination, and in total 94% agreed with this.

Driver well groomed and tidy

    * Overall, 96% of all drivers were described as well groomed and tidy.

Believe the correct fare was charged

    * Passengers were asked if they believed they were charged the correct fare for the trip. Overall 97% believed they were charged the correct fee (once all charges had been explained).

Full results of the survey will be available on the Department of Transport and Main Roads website on Monday, 31st August 2009.

==============================================================

[ozbob]

http://www.transport.qld.gov.au/resources/file/eb0ec803b480274/Pdf_mystery_passenger_project.pdf