On September 24, 2024, Hong Kong will implement a new demerit point system for taxi drivers, aimed at addressing rising complaints about service quality. The system will penalize drivers for 11 specific behaviors, including overcharging and refusing fares. In 2023, the city received 1,006 serious complaints, a significant increase from 574 in 2022, highlighting growing frustrations among passengers [f0c88765].
Transport Minister Lam Sai-hung emphasized the importance of good service in the taxi industry, stating that the new measures are intended to improve the overall experience for riders. Under the new system, drivers can accumulate between 3 to 10 points for various violations, with disqualification from driving a taxi occurring after reaching 15 points within a two-year period [f0c88765].
However, industry leaders have raised concerns about the potential for wrongful complaints and the possibility that frustrated drivers might turn to illegal ride-hailing services as an alternative. There is also criticism regarding the perceived leniency towards illegal platforms like Uber, which some argue are not held to the same standards as traditional taxi services [f0c88765].
In light of these developments, Mable Chan, Hong Kong's new transport minister, has stated that residents' travel needs will be prioritized in the development of ride-hailing regulations. Chan acknowledges the popularity of ride-hailing services and the issues with the current taxi licensing system. She noted that it is illegal for private vehicle drivers to accept paid customers without a hire-car permit, and previous ministers had proposed stricter penalties for illegal ride-hailing operations [e7e7dd9b].
Chan aims to establish a regulatory framework for ride-hailing by 2025, drawing on her experience as the commissioner for transport from October 2017 to July 2020. She has indicated that innovation in the transport sector is essential and mentioned interest from mainland operators like Didi Chuxing and Amap in entering the Hong Kong market [e7e7dd9b].
This initiative comes at a time when the tourism sector is still recovering from the pandemic, and incidents involving taxi services can significantly impact visitor experiences. As seen in recent complaints from tourists in Singapore and Hong Kong regarding forced shopping practices, the treatment of customers in the transport sector is under scrutiny [bcc32db1].
The new demerit system aims to balance accountability among taxi drivers while ensuring that passengers receive fair and reliable service. As the implementation date approaches, the effectiveness of these measures will be closely monitored by both the government and the public [f0c88765].