Taxi refused you, overcharged or took a detour? How to complain in Hong Kong

Common taxi offences: penalties and points

“—” means we could not verify the figure from official sources. Points are incurred on conviction or liability to a fixed penalty.

• Taxi-Driver-Offence Points system: in force since 22 September 2024, covering 11 offences. Drivers with 8 to 14 points within any two years receive an advice notice; 10 or more points means attending a Taxi Service Improvement Course at their own cost; 15 or more points can lead to disqualification from driving a taxi – 3 months the first time and 6 months each time after.
• As of 9 March 2025: 66 drivers had incurred points, 49 of them 10 points; no driver had yet been disqualified for reaching 15 points.

Sources: LegCo brief (5 July 2023, Chinese), Government press release: points system takes effect, LegCo question (19 March 2025), Transport Department: guide to taxi regulations (Chinese), RTHK (31 March 2026).

4 steps to complain about a taxi

1. 1

   Record the details on the spot

   Licence plate, driver’s name (on the driver identity plate displayed in the taxi), date, time, pick-up and drop-off points. For refusing hire, note where you hailed the taxi; for overcharging, keep the receipt or payment record; for a detour, screenshot the map route.

2. 2

   Ask for a receipt

   Ask for a receipt when you get out – it shows the fare. A driver refusing to issue one is itself breaking the rules.

3. 3

   Refusing hire, overcharging or a detour: report to the police (online is fine)

   The Government advises the public to note the driver’s name, licence plate, time and place, then report to the police. You don’t need to go to a police station: download the Hong Kong Police mobile app and report through e-Report – the Police website points people to the “Motorist Misbehaviour” form. e-Report is for non-emergency cases and there is no instant response; in an emergency, call 999. You can also report in person at a police station.

   Sources: Hong Kong Police mobile app, Government press release: e-Report Centre

4. 4

   Complain to the Transport Complaints Unit (taxi complaint form)

   The Transport Complaints Unit has a dedicated taxi complaint form; you can also email info@tcu.gov.hk, fax 2577 1858, write to G.P.O. Box No. 12430, Hong Kong, or call the hotline 2889 9999. The Unit refers complaints to the relevant government departments, public transport operators and the police.

Replace the [ ] parts with your details and email it to the Transport Complaints Unit (info@tcu.gov.hk), or paste it into the “details” box of the Unit’s taxi complaint form.

Subject: Complaint about a taxi [refusing hire / overcharging / detour / refusing e-payment] (Licence plate: [plate number])

To the Transport Complaints Unit:

On [date] at [time], at [pick-up location], I [hailed / was about to board] a taxi, licence plate [plate number], driver’s name [if known, from the driver identity plate in the taxi].

What happened:
[For example: after asking where I was going, the driver refused to take me / when we arrived at [destination] the meter showed HK$[amount] but the driver asked for HK$[amount] / the driver did not take the most direct route and went via [place] / the driver refused Octopus and all other e-payment methods].

Attachments: receipt or payment record, map route screenshot, photos (if any).

Please investigate and reply to me in writing with the outcome. I am willing to provide further information if needed.

[Name]
[Phone / email]
[Date]