Frequently Asked Questions     Agenda Items Complaints What happens after I file my Complaint with the Commission? What is involved in the Phase I - Investigation Stage of my Complaint? What happens when the Response from the driver/owner, in the Phase I - Investigation Stage of my Complaint, shows or supports a violation of the Commission’s regulations? What happens when the Response from the driver/owner, in the Phase I - Investigation Stage of my Complaint, does not support or show a violation of the Commission’s regulations? What happens, if during the Phase I - Investigation Stage of my Complaint, the Office cannot determine whether an action can be taken? What types of proposed sanctions can be applied to the driver/owner, where, in response to my Complaint, the Office concludes that the driver/owner is in violation of the Commission’s regulations? How are the levels of monetary fines determined and are there specific monetary fines for specific violations? When does the Commission act to suspend or revoke a permit? What is the Review or Hearing/Appeal Phase and what is involved? What happens to the driver, who is issued a fine and seeks a hearing at OAH, and the judge issues an order supporting the fine and the violation? What can I do to assist the Commission with my Complaint? Taxicab Services to Handicapped Passengers I am interested in operating a specially-equipped taxicab to transport physically disabled or medically disabled persons, what do I have to do to become licensed by the DC Taxicab  Commission? Am I required to carry a disabled passenger with a folding wheelchair? Am I allowed to charge extra for service animals accompanying a passenger with a disability or for carrying a person with a folding wheelchair? How does the Commission currently provide persons with motorized wheelchairs with services in the District?           How can I get matters placed on the Agenda for Commission Meetings?             The Commission's rules require that anyone who wishes to place a matter on the Commission's           agenda  can communicate this to any of the Commissioners, including the Chairperson, who can be           reached at (202) 645-6005, 6018 or 6012. To get matters on the Commission's agenda, a person has           the following options: Material submitted by a member of the public to the Commission's Office can be placed on the agenda if it is received fourteen (14) calendar days, (two weeks), prior to the Commission's meeting; After the fourteen (14) day-deadline, a Commissioner can place an item on the agenda ten (10) calendar days prior to the Commission?s meeting; (Note: Transcript incorrectly indicates seven (7) days; however the rule indicates ten (10) calendar days (see section 103.2 of 31 of the District of Columbia Municipal Regulations) and; If the ten (10) calendar day-deadline has passed, a majority of the Commissioners can decide to place an item on the agenda on the day of the Commission's meeting. The preference, of course, is for the fourteen (14) day notice as it allows the opportunity for research on the issue and to get adequate notice out to the industry. What should I do to file a Complaint with the Commission? The District of Columbia Taxicab Commission (DCTC or Commission) has specific rules regarding Complaints -- how to file complaints, how these complaints are processed, how they are investigated, and what sanctions apply. These rules are found in Chapters 7, 8 and 10 of the Commission's regulations at Title 31 of the District of Columbia Municipal Regulations. Your Complaint must be filed within thirty (30) calendar days after the event giving rise to the complaint and must be in writing, signed by you, and contain your address and telephone number. (See section 701.3). The Commission does accept emails. The Commission also has a Complaint Form which is available at our website or from our Office. You may also call us at (202) 645-6018. Deliver or mail your Complaint to: Attn: Complaints Office of Taxicabs DC Taxicab Commission 2041 Martin Luther King Jr. Ave. SE Suite 204 Washington, DC 20020-7024 You may fax your complaint to: (202) 889-3604 You may email your complaint to: dctc3@dc.gov What happens after I file my Complaint with the Commission? Your Complaint will undergo the processes or steps identified below: Step #1 – We record your Complaint in our data bank and create a file; Step #2 – We acknowledge receipt of your Complaint. Sometimes, in this step, we may need to clarify information in your Complaint or we may direct you to transmit your Complaint to another agency, such as the Washington Metropolitan Area Transit Commission, if your Complaint is about a fare charged by a District-licensed taxicab engaged in interstate transportation (i.e. fare overcharges from the District to the airports); Step #3 – We identify the driver/owner, if your Complaint does not provide this information. At this point, sometimes, a complaint cannot be processed or investigated further because the information provided is inaccurate – for example, the license number may not be accurate and we cannot identify the driver because of this inaccuracy; Step #4 – We investigate your Complaint and are required under our regulations to take action within a certain period of time based on the response from the driver/owner. We have identified this step as the Phase I – Investigation Stage; Step #5 – We continue our investigation, if there is not a clear determination in Step #4 above and if, for example, we need additional corroborating evidence from law enforcement officials, or we believe we can mediate a resolution to your Complaint. We have identified this step as the Phase II – Investigation Stage; and Step #6 – This step occurs where the driver/owner requests a review or a hearing on the proposed sanction. We have identified this step as the Review or Hearing/Appeal Phase. What is involved in the Phase I - Investigation Stage of my Complaint? Within ten (10) days of receipt of your Complaint, we are required by our regulations to notify the driver/owner, by certified mail, return- receipt requested, that a complaint has been filed with us; (See section 701.6). Our notification directs the driver/owner to provide the Office with copies of his/her Manifest records and to contact the Office to schedule a meeting with our staff, where we present the driver or owner with your Complaint and require the driver/owner to provide the Office with a Response within ten (10) days of receipt. (See section 701.7). Sometimes this phase is prolonged because the driver fails to respond or the mail is returned as “undeliverable.” We will then resend the notification by first class mail. Failure to respond to our efforts will result in the driver being fined for failing to respond to enforcement personnel (Section 825.1 - $50) and failure to update information (address) with the Commission (Section 825.1 - $100). If the driver does not respond, the Office will target the renewal of his/her Identification Card to ensure that all fines are paid and that he/she responds to the Complaint before the Identification Card will be renewed. In addition, if the driver rents his vehicle, the Office will notify the owner of the vehicle of the violations and that the Face Identification will not be renewed until the penalties and the complaint have been addressed. If the driver is the owner of the vehicle, the Office will also notify the Department of Motor Vehicles that the vehicle’s registration as a taxicab cannot be renewed until the driver responds to the Office and addresses the complaint. What happens when the Response from the driver/owner, in the Phase I - Investigation Stage of my Complaint, shows or supports a violation of the Commission’s regulations? When an evaluation of the driver/owner's Response, along with your Complaint, shows a violation of the Commission’s regulations, we are required, within ten (10) calendar days of receiving the Response from the driver/owner, to notify the driver/owner of the violation and the proposed sanction; and We are also required to notify you, the Complainant, of the proposed sanction. (See section 701.8). What happens when the Response from the driver/owner, in the Phase I - Investigation Stage of my Complaint, does not support or show a violation of the Commission’s regulations? When an evaluation of the driver/owner’s Response, along with your Complaint, does not support or show a violation of the Commission's regulations, we are required to notify you, the Complainant, of the Response and to provide you with an explanation of why there is no violation. (See sections 701.9 and 701.12). What happens, if during the Phase I - Investigation Stage of my Complaint, the Office cannot determine whether an action can be taken? When we cannot determine whether an action can be taken based on the initial evidence provided in Phase I and within the timelines identified under our regulations, the Office can continue into the Phase II - Investigation Stage and also may attempt to mediate a resolution of your Complaint. (See sections 701.10 and 701.11). What types of proposed sanctions can be applied to the driver/owner, where, in response to my Complaint, the Office concludes that the driver/owner is in violation of the Commission’s regulations? The driver/owner could be subject to a civil fine or criminal penalty and, depending on the severity of the violation, could also be subject to having his/her license suspended or revoked. See sections 703.1 and 703.2). Civil Fine: Our regulations provide that any driver/owner, upon determination of liability for violation of any of the Commission’s rules, may be subject to a civil fine, not to exceed five hundred dollars ($500), for each violation. (See Section 703.1) In addition to the civil fine, failure to pay the fine or request a hearing within fifteen (15) calendar days of the issuance of a notice of infraction (ticket) may result in the imposition of a penalty equal to the amount of the civil fine. (See section 825.2). Criminal Sanctions: By law, the Office can prosecute a number of violations criminally (such as soliciting passengers and loitering). The Commission can also seek criminal prosecution in lieu of imposing civil fines for driving or operating a public vehicle for hire without a license or failing to have that license displayed within the vehicle. (See sections 824.2 and 824.3). License Suspension/Revocation: In addition to a monetary fine, the Office can recommend to the Commission’s Panel on Consumer & Industry Concerns that it suspends or revokes the license of any driver/owner for violation of any of the Commission's rules. (See section 703.2). How are the levels of monetary fines determined and are there specific monetary fines for specific violations? Generally, complaints to the Commission fall into the following five (5) categories: Behavior; Overcharges; Refusals to Haul; Traffic; and Miscellaneous. The fine for Refusals to Haul is specifically listed in the Commission's regulations (See Fine Schedule at Section 825.1, “Refusal to Haul Fine: $250.00”). The regulations also provide that the civil fine shall be doubled for the second violation of the same infraction, and shall be doubled once more for any subsequent violation or violations of the same infraction. (See section 825.4). The fines for other categories of complaints are determined by the Commission on a case-by-case basis using a Gravity Based Offense Guideline developed by the Office. When does the Commission act to suspend or revoke a permit? The following three (3) groups of activities by driver/owners can result in the Commission taking action to revoke or suspend a permit: Group #1 – Activities which are immediate threats to public health safety and welfare (See section 1005.6); Group #2 – Activities which have resulted in the applicant no longer meeting the license qualifications (See section 1005.6); and Group #3 – Activities which are repeated violations of licensing, safety and operational requirements (See section 703.2). What is the Review or Hearing/Appeal Phase and what is involved? Review Phase: Can occur where the Office proposes to suspend or revoke a license, and the licensee seeks a review of the proposed action before the Commission’s Panel on Consumer & Industry Concerns. Hearing/Appeal Phase: Can occur in the following two (2) instances: Instance #1 – When the Office issues a fine ticket (Notice of Infraction) to the driver/owner. The driver/owner can seek a hearing before the District's Office of Administrative Hearings (OAH), the central body within the District government authorized to conduct hearings and hear appeals of agency actions. At that hearing, you, (the Complainant) could be called as a witness. The outcome of the hearing can turn on who is most credible. Failure of a driver/owner to appear before the OAH for a scheduled hearing may result in a default judgment against the driver/owner. (See section 825.3). Where you, (the Complainant), fail to appear for a scheduled hearing, this could result in dismissal of your Complaint by OAH. (See section 702.4). Instance #2 – When the Commission moves to revoke or suspend a license, the Licensee can appeal the Commission’s action to the OAH. What happens to the driver, who is issued a fine and seeks a hearing at OAH, and the judge issues an order supporting the fine and the violation? When the OAH supports or imposes a monetary fine pursuant to a hearing or in a default judgment, the driver/owner must pay the fine within thirty (30) calendar days after the date of the order. (See section 702.5). No taxicab operator identification card or taxicab vehicle license can be renewed if any fines remain unpaid by the driver/owner at the time of renewal. (See section 702.6). What can I do to assist the Commission with my Complaint? Any corroborating witnesses or other supporting information, such as receipts will be helpful. You may ask for a receipt from the driver which should include the following: The driver’s name, The driver’s identification card number, which consists of five (5) numbers, The vehicle tag number, which consists of the letter “H” followed by 5 numbers, and The time, date, place of origin and destination and the amount of the fare. As indicated, at a hearing on your Complaint, the case can turn on who is more credible. To avoid your Complaint being dismissed because the information you have provided does not allow us to identify the driver/owner, please observe the following documents, which contain identifying information and are required to be displayed in each taxicab: The Taxi Zone Map, which is displayed on the back of the driver’s seat (left front passenger seat), has the Vehicle Tag number ( which consists of the letter “H” followed by five (5) numbers); The Passenger Rights, which is displayed on the back of the rear front passenger seat (right front passenger seat), has the name of the cab company, the cab number and the Vehicle Tag number (which consists of the letter “H” followed by five (5) numbers); and The Driver’s Face Identification, which is displayed on the right front passenger visor, has the driver’s picture and Identification number. The Identification number consists of five (5) numbers.   I am interested in operating a specially-equipped taxicab to transport physically disabled or medically disabled persons, what do I have to do to become licensed by the DC Taxicab Commission?   The Commission’s regulations provide as follows:   603  SPECIALLY EQUIPPED TAXICAB VEHICLES   603.1 Specially equipped vehicles may be approved by the Commission to operate as taxicabs to          transport physically disabled or medically disabled persons   603.2 An application to operate specially equipped vehicles as taxicabs shall be made on a form          approved by the Commission.  The form shall include, but need not be limited to the following:   The name, address and telephone number of the applicant or registered owner of the vehicle; The make, model, year and vehicle identification number; As statement that the vehicle complies with the standards of the Americans with Disabilities Act and the Federal Motor Vehicle Safety Standards, as applicable; A statement of the kinds of physical or medical disabilities that can be accommodated.                                                               Am I required to carry a disabled passenger with a folding wheelchair?   Yes.  See section 802.9 below.   Am I allowed to charge extra for service animals accompanying a passenger with a disability or for carrying a person with a folding wheelchair?   No   802     OTHER CHARGES           802.8  A “service animal” accompanying a passenger with a disability shall be carried without charge.            The term “service animal” means a guide dog, a signal dog, or other animal trained to assist or           perform tasks for the benefit of a passenger with a disability.   802.9  Devices for the aid of a disabled person, such as a folding wheelchair, when accompanying the           passenger with disability shall be carried without charge. No driver shall impose a personal           service charge for loading or unloading such devices in or from a taxicab.   818     DISCRIMINATION PROHIBITED 818.1  No taxicab operator shall refuse to transport an individual based upon race, color, religion, national           origin, sex, age or marital status, personal appearance, sexual orientation, family responsibility,           political affiliation, disability, or source of income and place of residence or business.   How does the Commission currently provide persons with motorized wheelchairs with services in the District?   The Commission does allow handicapped accessible Maryland and Virginia taxicabs to make trips which are solely within the District of Columbia to provide services to handicapped passengers. This currently can be accomplished through the steps below. You would need to provide us with the information requested in Step#1 below:    Step #1 – Your Pertinent Information Name     Contact number     Fax Number    Email address Date and Time of pick-up and drop-off  Origin Destination Will there be someone to accompany you: Length of your stay Will you need a return pick-up and drop-off Step #2 – Arranging for the Service with the Maryland or Virginia Taxicabs   Please contact the Office with your information at least 24 hours in advance. If the Office gets the information in the morning for that evening in most cases the taxicab companies can provide service to you for that day.  Also if you reside in the District or work in the District and will frequently need taxi service from your office, we can provide a letter that would accommodate you for six-month periods, transmitting a letter to the Virginia or Maryland taxicabs authorizing them to provide you with this service.