Customer complaint process.

Pasadena Municipal Code § 5.72.025

in effect

5.72.025 - Customer complaint process. A. Every taxicab must post in a conspicuous place in the passenger compartment a card in a form approved by the license collector and with the following language, in no less than 20 pt. type in San Serif or comparable font: "COMPLAINTS? Call the City of Pasadena and the Taxicab Supervisor," followed by a telephone number provided and maintained by the city and a supervisor telephone number provided and maintained by the owner. The same information shall also be posted in Braille in an accessible and readily ascertainable position for persons with vision impairments. To the maximum extent feasible, the license collector shall standardize the placement of placards within vehicles with due regard for placement requirements of other licensing jurisdictions. B. If a customer advises a driver that he or she wishes to file a complaint through this process, the driver shall properly identify himself or herself to the customer, including name, identification number if applicable, and the taxicab identification (vehicle) number. C. As to complaints made to the city, the license collector shall give notice to the owner within two (2) business days of receipt (or as soon as practical thereafter) with a request for response and resolution. As to complaints made to the owners, the owners shall give notice to the license collector within two (2) business days of receipt. Owners shall respond to the city within twenty-four (24) hours of said notice informing the city of steps to be taken toward investigation, findings and remedial action. The company shall use best efforts to make final resolution of the complaint within fifteen (15) days of the date of the complaint, with the resolution and implementation schedule communicated both to the license collector and the complainant. The owner shall cooperate with the license collector, or designee in their active monitoring of complaints and resolution thereof. D. The license collector or his designee shall actively monitor all complaints and the resolution thereof. Nothing in this section shall prevent the license collector from independently investigating any customer complaint or from taking any enforcement action authorized by this code apart from or in addition to any resolution proposed or effected by the owner. E. Without limiting the authority of the license collector to initiate any investigation, if a customer is dissatisfied with either the resolution or implementation schedule proposed by the owner as the result of a complaint, the customer may notify the license collector and request an independent investigation. The license collector shall promptly determine whether or not to conduct an independent investigation and shall notify the customer of that determination. If an investigation is conducted as a result, the license collector shall communicate findings and recommendations to the customer and to the owner. (Ord. 7084 § 4, 2007)

Source: City of Pasadena, California, Municipal Code and Charter (Municode Library, library.municode.com)URL: https://library.municode.com/ca/pasadena/codes/code_of_ordinances?nodeId=TIT5BULIRE_ARTIISPBU_CH5.72VEHI_5.72.025CUCOPRFetched: 11/8/2026