Winnipeg Taxicab Services Review FINAL REPORT December 20, 2016 Prepared for: Taxicab Board, Manitoba Indigenous and Municipal Relations Prepared by Table of Contents 1.0 Executive Summary ................................................................................................................. 1 Industry Overview ................................................................................................................ 1 Findings ............................................................................................................................... 2 Recommendations ............................................................................................................... 6 Implementation ................................................................................................................... 9 Part I – Background and Approach ........................................................................................... 10 2.0 Introduction ........................................................................................................................... 10 Project Scope and Objectives ............................................................................................ 10 3.0 Methodology ......................................................................................................................... 11 Document Review .............................................................................................................. 11 Interviews .......................................................................................................................... 12 Stakeholder Consultation .................................................................................................. 12 Other Jurisdictional Research ............................................................................................ 15 Part II – Vehicle for Hire Industry Profile .................................................................................. 16 4.0 Canadian Vehicle for Hire Industry ......................................................................................... 16 5.0 Trends and Issues in the Vehicle For Hire Industry ................................................................. 18 Growth .............................................................................................................................. 18 Technology ........................................................................................................................ 19 Environmental ................................................................................................................... 19 Accessibility ....................................................................................................................... 19 Regulating Supply .............................................................................................................. 20 Transportation Networks – Driving Regulatory Change ..................................................... 23 6.0 The Taxicab Industry in Winnipeg .......................................................................................... 28 History ............................................................................................................................... 28 Regulatory Framework ...................................................................................................... 29 Taxicab Industry Participants ............................................................................................. 36 Winnipeg Market Information ............................................................................................ 45 Taxicab Trips in Winnipeg .................................................................................................. 49 Financial Performance ....................................................................................................... 53 Part III – Findings and Recommendations ............................................................................... 60 7.0 Regulatory Structure ............................................................................................................. 60 Effectiveness and Efficiency ............................................................................................... 60 Provincial Regulation of Taxicab Industry .......................................................................... 62 2016 Winnipeg Taxicab Services Review | Table of Contents Prepared by 8.0 Supply and Demand .............................................................................................................. 64 Demand for Vehicles for Hire in Winnipeg ......................................................................... 64 Supply in Winnipeg ............................................................................................................ 65 Is Supply Meeting Demand? .............................................................................................. 68 Insights from Other Jurisdictions ....................................................................................... 73 Recommendations ............................................................................................................. 76 9.0 Licensing Structure ................................................................................................................ 81 Taxicab Business Licence ................................................................................................... 84 Seasonal Taxicab Business Licences .................................................................................. 88 Dispatch............................................................................................................................. 90 Taxicab Driver’s Licence ..................................................................................................... 92 Insights from Other Jurisdictions ....................................................................................... 94 Fees ................................................................................................................................... 96 Recommendations ............................................................................................................. 97 10.0 Fares .................................................................................................................................... 102 Insights from Other Jurisdictions ..................................................................................... 105 Recommendations ........................................................................................................... 109 11.0 Safety and Security.............................................................................................................. 112 Driver Safety .................................................................................................................... 112 Passenger Safety ............................................................................................................. 114 Vehicle Safety ................................................................................................................... 117 Consumer Protection ....................................................................................................... 118 Recommendations ........................................................................................................... 119 12.0 Customer Service ................................................................................................................ 121 Quality of Service ............................................................................................................. 123 Priorities for Change and Problem Resolution ................................................................. 126 Recommendations ........................................................................................................... 130 13.0 Compliance and Enforcement .............................................................................................. 131 Compliance Inspections .................................................................................................... 131 Complaint Submission Process ........................................................................................ 140 Recommendations ........................................................................................................... 145 14.0 Summary of Recommendations .......................................................................................... 148 Section 7 – Regulatory Structure ................................................................................................. 148 Section 8 – Supply and Demand .................................................................................................. 149 Section 9 – Licensing Structure ................................................................................................... 154 Section 10 – Fares ....................................................................................................................... 158 Section 11 – Safety and Security .................................................................................................. 161 Section 12 – Customer Service .................................................................................................... 162 2016 Winnipeg Taxicab Services Review | Table of Contents Prepared by Section