Advice for taxi passengers

This page provides general advice to help you use licensed taxis and private hire vehicles safely in Chelmsford. It explains the difference between the types of vehicles, what you can expect as a passenger, and what to do if something goes wrong. The information is intended as a guide and does not cover every legal requirement.

You can hire a taxi (hackney carriage) from designated taxi ranks or by hailing them on the street. Taxis can also sometimes be booked in advance.

You must always book a private hire vehicles (minicabs) in advance, through a licensed operator. You cannot hail a minicab on the street.

You can find a list of taxi ranks in Chelmsford, including their opening times.

You must never use an unlicensed vehicle. You can usually identify a licensed vehicle by a council-issued licence plate on the vehicle and a driver badge. If you are unsure, do not get in and report your concerns to us.

Our licensing scheme helps to ensure that all licensed drivers meet our standards, including regular training, background checks and vehicle inspections.

You can also take simple steps to help you feel safe when using a taxi or private hire vehicle.

Before or during your journey, you may wish to:

  • share your location (for example using WhatsApp or Google Maps) 
  • keep in contact with a friend or relative until the end of the journey 
  • check that the meter is operating for taxis 
  • make sure you have a suitable means of payment before starting the journey 
  • sit in the back of the vehicle 
  • avoid sharing personal details unless necessary 

During the journey, you can:

  • follow the route using your own device if you wish 
  • raise any concerns directly with the driver 

If something does not feel right, you can ask the driver to stop in a safe, well-lit public place so you can leave the vehicle.

If you feel unsafe or threatened at any time, you should contact the police.

Taxi drivers are expected to act in a professional manner. They should not detain you in the vehicle or require you to withdraw cash during a journey.

You can  report a concern about a taxi or private hire vehicle to us.

For both taxis and private hire vehicles, you may wish to book a return journey in advance, to help ensure a safe and timely trip.

Taxi drivers are expected to accept fares within the Chelmsford district unless they have a valid reason not to.

For taxis, fares are usually set by the meter, unless you agree a price in advance. If you have any concerns about a fare, you can raise this with the driver or report it to us after your journey.

Private hire vehicle fares are agreed at the time of booking through the operator. You should confirm the price or how it will be calculated when you make your booking.

When using a taxi, you can:

  • use a taxi rank, particularly one with taxi marshals where available 
  • arrange to be picked up from a safe and well-lit location 
  • ask the driver for an estimate of the fare before starting your journey 
  • check what forms of payment are accepted before you travel 
  • expect the driver to be polite and professional 

The driver or operator should only charge you in line with the metered fare, unless you have agreed a different price in advance.

If you are asked to withdraw cash during a journey and this has not been agreed, you can refuse and report the matter to us.

You must always book a private hire vehicle through a licensed operator. You should not approach or accept a journey from a private hire driver unless you have booked it in advance.

When using a private hire vehicle, you can:

  • book through a licensed operator 
  • check that the vehicle and driver details match the information provided when you booked 
  • make a note of the vehicle licence number if you wish 
  • sit in the back of the vehicle 
  • share your journey details with someone you trust 

Your booking is made with the operator, who is responsible for the journey.

Private hire vehicles may be licensed by different councils. If you have concerns about a journey, you can report them to us and we will refer the matter where appropriate.

Hackney carriage vehicles (black in colour) numbered 77 or above are wheelchair accessible vehicles (WAVs).

Drivers of WAVs are required to provide reasonable assistance to wheelchair users and passengers travelling with assistance dogs, unless they hold a valid exemption. We do not currently issue exemptions.

Drivers must not charge any additional fee for carrying a wheelchair user or an assistance dog.

If you experience any difficulties accessing a service, or believe a driver has refused assistance without a valid reason, you can report this to us.

If you have a complaint, you can complain to the operator or report the matter to us.

You can also report lost property if you have lost something in a taxi.

You can identify licensed taxis and private hire vehicles by the licence plates issued by the council, which you can see on the front and rear of the vehicle. Vehicles may also display door stickers showing the licence number.

Private hire vehicles come in a range of makes and colours and typically display a yellow licence plate.

Hackney carriage taxis in Chelmsford are usually black and display a white licence plate.

Drivers should also carry an identification badge.

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