The National Ombudsman has received several complaints from taxi drivers about the way Kiwa has dealt with their reports of broken driver cards. Shortly after receipt and through no fault of their own, these would have broken down, but they still had to pay for a new one.

Kiwa supplies the driver’s passes that are legally required to carry out taxi work. to be carried out. Drivers 117 pay euros for this. If a pass breaks, a new one must be requested and paid for again. The drivers complained about this because it was not their fault that the pass had broken, according to the report of the National Ombudsman .

According to Kiwa, the drivers are required by law to pay for a new pass. Only if it turns out within a year after delivery of the pass that it was produced incorrectly, they do not have to pay. Then the drivers qualify for the so-called leniency scheme.

In the case of these drivers, however, taxi rides were registered on the driver’s cards, which means that they were working at the time of delivery. They were therefore not produced incorrectly, Kiwa concludes. That is why the drivers were not entitled to the leniency scheme.

A technical investigation was done anyway During the investigation It appeared from the National Ombudsman that Kiwa had started a technical investigation into the driver’s passes after all. In addition, the price of all new passes was temporarily reduced to 30 euros and the costs for the new passes were refunded to the drivers who had lodged a complaint.

Eventually, this investigation revealed that the cards that had broken had memory problems. This was the reason they didn’t work properly. A new version of the pass has since been released. Kiwa states that if this pass breaks in the future, they will not reimburse the costs for a new copy, unless the pass has been produced incorrectly. It is checked whether the pass was working at the time of delivery.

Production problems also surfaced later Kiwa would therefore handle future complaints about broken driver passes in the same way as before. According to the ombudsman, this is not correct. It should be Kiwa’s task to supply well-functioning passes that do not break within a year. If this does happen, it should not only be checked whether the pass was working at the time of delivery. At a later time, it may also turn out that the pass has not been produced properly.

According to the ombudsman, Kiwa should therefore always investigate the cause of the problem if there are problems with the pass. If this shows that it was not caused by the production of the pass, but still because the driver made careless use of it, Kiwa is not required to grant leniency. This should be clearly communicated to the driver.

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