Pennsylvania Code › Title 52 - PUBLIC UTILITIES › Part II - Philadelphia Parking Authority › Subpart B - Taxicabs › Chapter 1019 - DISPATCHERS › Section 1019.8 - Dispatcher requirements

Current through Register Vol. 54, No. 28, July 13, 2024
(a)
General requirements.
A dispatcher shall continually maintain
				  standards and equipment capable of providing prompt and adequate service to the
				  public, including all of the following:
(1)
				  Technology that is approved by the Authority that facilitates two-way
				  communication, in real time verbal and data, between the dispatcher and driver
				  of a taxicab. A written description including the specifications of the two-way
				  communication technology shall be submitted to the Authority for approval and
				  inspection before a dispatcher may use the technology, unless the two-way
				  communication has already been approved for use in conjunction with an approved
				  meter system as provided in §
											1017.23 (relating to approved
				  meters).
(2) Respond to customer
				  calls 24 hours a day.
(3) Have
				  taxicabs available for dispatch 24 hours a day, 7 days a week.
(4) Dispatch taxicabs with current Authority
				  rights to provide the service requested.
(5) Obtain the Authority's confirmation,
				  which may be provided by the Authority through email, of a taxicab's good
				  standing before beginning to provide it with dispatching service.
(6) Have at least one display advertisement
				  in a telephone book with citywide circulation in Philadelphia or a web site
				  which displays all of the information necessary to order a taxicab through the
				  dispatcher.
(7) Have a minimum of
				  four coordinated telephone lines to receive incoming calls for service from the
				  public.
(8) Operate and maintain a
				  taxicab meter system approved by the Authority as provided in § 1017.23,
				  including computer hardware and software, means of communication between the
				  dispatcher and each taxicab meter and the Authority.
(9) Answer customer questions about rates and
				  services provided within 12 hours.
(10) Answer customer questions or complaints
				  about service in writing and within 5 days of receipt of the
				  complaint.
(11) Maintain records as
				  provided in §
											1019.14 (relating to dispatcher
				  records).
(12) A dispatcher may not
				  discriminate against nor allow its affiliated drivers to discriminate against
				  any member of the public and may not refuse service to any section of
				  Philadelphia. Partial-rights taxicabs may only be dispatched to provide service
				  consistent with the certificate holder's rights.
(13) A dispatcher shall be able to receive
				  and respond to emergency or distress alerts received from taxicab drivers 24
				  hours a day, 7 days a week.
(14) In
				  addition to the requirements in the act, this part or an order of the
				  Authority, a dispatcher may institute rules of conduct for drivers and
				  certificate holders associated with the dispatcher.
(15) A dispatcher shall report violations of
				  the act, this part or an order of the Authority committed by a driver or
				  certificate holder associated with the dispatcher to the Authority
				  immediately.
(16) Upon receipt of a
				  request for wheelchair accessible vehicle (WAV) taxicab service directly from a
				  source, including a potential customer or as provided in §
											1021.16(a) 
				  (relating to service issues regarding people with disabilities), a dispatcher
				  not authorized to dispatch WAV taxicabs shall immediately forward the potential
				  customer's contact information and location to a WAV taxicab dispatcher through
				  a means of electronic communication approved by the Authority.