The Office of Inclusion was created by the Taxi and Limousine Commission pursuant to Local Law 219 of 2018 to ensure the riding public receives equal and courteous service from taxis and for-hire vehicles. Our mission is to reduce and ultimately eliminate service refusals and to ensure that no one is discriminated against by a TLC-licensed driver.
The Office of Inclusion recognizes that New York City’s greatest strength is its diversity (of residents and visitors alike). Anyone who believes they have been subject to discrimination from a TLC licensee is encouraged to file a 311 complaint.
The Office of Inclusion’s main goals are:
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Passenger Bill of Rights
Frequently Asked Questions (FAQs)
When a driver declines to pick up a passenger or complete a trip due to the passenger’s drop-off destination, race, disability, sexual orientation, gender, gender identity, age, immigration status, national origin, religion/creed, color, marital and partnership status and/or pregnancy.
Yes, there are limited instances when a driver can refuse you service. The most common exception includes:
Contact 311 by:
To file a complaint via 311 app, click Request →Taxi/Car Service→Driver Complaint and follow instructions.
TLC’s prosecution department reviews all consumer complaints and will quickly evaluate your complaint for appropriate action. Visit the TLC website for more information.
Disability Community Outreach
TLC is committed to ensuring that all passengers receive equal service in TLC-licensed vehicles, including members of the public with disabilities. In our effort to communicate and share information with the community, we attend events hosted by community-based organizations and city agencies. Our outreach team provides awareness on what are the passenger's rights, how to make a complaint, and why it is important to file a complaint. We monitor feedback from advocates concerning passenger safety and provide resources so they can report their experiences. The Agency’s Disability Service Facilitator (DSF) is the main contact for any accessibility-related questions and issues, or contact TLC’s Call Center at 718-391-5501 or call 311.
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New York State Office of Victim Services (OVS)
If you or someone you know is a victim of a crime, The Office of Victim Services may be able to help with medical bills and counseling expenses; burial and funeral costs; lost wages; and other types of assistance.
To submit an OVS claim, visit the Victim Services Portal For more information, visit their website or call 1-800-247-8035.
NYC Commission on Human Rights (CCHR)
If you believe you have been the victim of discrimination in the City of New York, you may file a complaint with the NYC Commission on Human Rights by:
Mayor’s Office of Immigrant Affairs (MOIA)
MOIA’s Program ActionNYC provides the following services:
For more information, visit their website or call 311 and say ActionNYC.
Office for the Prevention of Hate Crimes
To report a hate crime or any emergency, call 911. Non-emergencies should be reported to the local precinct. Find your nearest precinct.
Individuals can also call 877-NO-HATE-NY to provide any tips relating to hate crimes.
TLC Driver Resource Center
The Driver Resource Center is a space where drivers can feel comfortable seeking financial counseling, legal services, health and mental health resources and public benefit application support free of charge. Schedule an appointment today.
Acceptable Reasons to refuse a passenger
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Office of Inclusion 2019 Annual Report
Press Releases & Articles about the Office
Service Refusal Campaign
Office of Inclusion Newsletter