GB/T 22485-2021 PDF in English
GB/T 22485-2021 (GB/T22485-2021, GBT 22485-2021, GBT22485-2021)
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Specification for taxi operation service
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| GB/T 22485-2013 | English | 759 |
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Taxi operation-service standard
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| GB/T 22485-2008 | English | 559 |
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Taxi service
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Standards related to (historical): GB/T 22485-2021
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GB/T 22485-2021: PDF in English (GBT 22485-2021) GB/T 22485-2021
NATIONAL STANDARD OF THE
PEOPLE’S REPUBLIC OF CHINA
ICS 03.220.20;43.080.20
R 11
Replacing GB/T 22485-2013
Specification for taxi operation service
ISSUED ON: AUGUST 20, 2021
IMPLEMENTED ON: MARCH 01, 2022
Issued by: State Administration for Market Regulation;
Standardization Administration of the People’s Republic of China.
Table of Contents
Foreword ... 3
1 Scope ... 5
2 Normative references ... 5
3 Terms and definitions... 5
4 General requirements ... 7
5 Transport vehicles ... 7
6 Service personnel ... 8
7 Service process ... 9
8 Transport safety ... 11
9 Service assessment and complaint handling ... 14
Appendix A (Informative) Driver service terms ... 16
Appendix B (Informative) Routine vehicle inspection items ... 17
Appendix C (Normative) Service assessment indicator calculation method ... 18
References ... 22
Specification for taxi operation service
1 Scope
This Standard specifies the general requirements for taxi operation service, as well as
requirements for transport vehicles, service personnel, service procedures, transport
safety, service assessment and complaint handling.
This Standard applies to taxi passenger transportation services, including common
services such as cruising and app-based ride hailing.
2 Normative references
The following referenced documents are indispensable for the application of this
document. For dated references, only the edition cited applies. For undated references,
the latest edition of the referenced document (including any amendments) applies.
GB 7258, Technical specifications for safety of power-driven vehicles operating on
roads
GB 8410, Flammability of automotive interior materials
GB/T 18344, Specification for the inspection and maintenance of motor vehicle
GB 18352.6, Limits and measurement methods for emissions from light-duty
vehicles (CHINA 6)
GB/T 32852.4, Urban passenger transportation terminology - Part 4:Taxi
3 Terms and definitions
Terms and definitions determined by GB/T 32852.4 and the following ones are
applicable to this document.
3.1
Taxi operation service
A transportation business activity that provides travel services by passenger cars with
seven seats or less and driving services for passengers, travels according to the wishes
of passengers, and charges according to mileage, travel time or agreed.
3.2
Cruising taxi operation service
A business activity where a taxi, with seven seats or less, can cruise on the road to solicit
passengers, wait for passengers at the site, paint and install taxi signs, provide
passengers with travel services, drive according to the wishes of passengers, and charge
according to the mileage and time.
Note: Including car-hailing, on-call service, site service and other service methods.
3.3
App-based ride hailing operation service
Enterprises build a service platform based on Internet technology, accept booking
requests from car-hailing people through the network service platform, use qualified
vehicles and drivers, and provide taxi service business activities such as not cruising on
the road to solicit customers, waiting for customers on the site, etc.
3.4
Service personnel
A person who directly or indirectly provides taxi services to passengers or ride-hailers.
Note: Including drivers and personnel of enterprise management, dispatch service, site
service, complaint handling, etc.
3.5
Service quality
Characterization of the degree of quality of taxi service.
3.6
Enterprise service quality and credit assessment
A comprehensive assessment of the management system, safe operation, operation
service and social responsibility of taxi operators in a certain assessment period.
3.7
Taxi driver service quality and credit assessment
A comprehensive assessment of taxi drivers' compliance with laws and regulations, safe
production, business behavior and operation services in taxi services in a certain
assessment period.
5.2 Requirements for vehicle appearance
5.2.1 The appearance of the vehicle body shall meet the following requirements:
a) The appearance of the vehicle body shall be clean and in good condition. The front
and rear lights inside and outside the vehicle shall be complete and functional.
b) The tire covers shall be complete and in good condition. The doors shall function
normally.
c) The window glass shall be well sealed, clean and bright, without obstructions, and
the lifting function shall be effective. The glass wipers shall function normally.
5.2.2 The compartment shall be clean and hygienic, free of sundries and odors; the
interior of the compartment shall meet the following requirements:
a) The instrument display shall be in good condition;
b) No items unrelated to operation shall be placed on the instrument panel and rear
windshield window sill;
c) Sun visors and vanity mirrors shall be in good condition.
5.2.3 Vehicle accessories shall meet the following requirements:
a) The seat shall be firm without collapse;
b) The front seats shall be moved back and forth, and the backrest inclination shall
be adjustable;
c) Safety belts and buckles shall be complete and effective;
d) The seat cover, headrest cover and foot pad shall be complete and neat.
5.2.4 The luggage compartment shall be clean, with effective lighting and good opening
device. Cleaning items shall be placed in an orderly manner and not exposed to
passengers. The space in the luggage compartment for passengers to place luggage
items shall not be less than two-thirds of the luggage compartment.
5.2.5 Advertisements shall be posted and painted as required, and service signs shall
not be blocked. The compartment video equipment can be switched on and off
according to the wishes of the passengers.
6 Service personnel
6.1 Professional quality
6.1.1 Shall be familiar with the laws, regulations and operating service specifications
related to taxi operation services.
6.1.2 Disabled drivers who meet certain conditions and procedures and hold
corresponding driving licenses can provide short-distance taxi business services
between urban and rural communities and subway stations and bus stops.
6.1.3 Drivers shall be familiar with the traffic geography and local characteristics of the
operating area.
6.1.4 Master business knowledge suitable for the position.
6.1.5 Respect passengers' religious beliefs and customs.
6.2 Appearance and behavior
6.2.1 Dress according to regulations and wear service signs correctly.
6.2.2 The driver shall not eat food with peculiar smell before and during the operation.
6.2.3 Be able to speak Mandarin. Local dialects or foreign languages can be used to
communicate according to the needs of passengers.
6.2.4 Service terms shall be standardized, accurate, civilized and polite. When serving,
the tone shall be calm, the expression shall be clear, the volume shall be moderate, and
the speed shall be moderate. See Appendix A for driver service terms.
6.2.5 The driver shall answer passengers' questions enthusiastically and patiently. The
driver shall not interrupt casually when passengers are talking.
6.2.6 The driver shall not have uncivilized behavior and language. The driver shall not
smoke in the vehicle, and shall not throw or spit outside the vehicle.
7 Service process
7.1 Operation preparation
7.1.1 Check the vehicle appearance and the vehicle license. Prepare invoices and spare
change.
7.1.2 Check the technical condition of the vehicle, and prepare the on-board facilities
and tools. See Appendix B for routine vehicle inspection items.
7.1.3 Check vehicle fuel, gas or electricity.
7.2 Operation process
7.3.1 Shall park on the roadside near the passenger's destination in the permitted parking
section.
7.3.2 The vehicle shall be parked parallel to the road and passengers shall be guided to
get off on the right side. When parking in rainy days, the door shall be kept away from
the water accumulation area.
7.3.3 Fees shall be charged according to regulations, and corresponding taxi invoices
shall be provided. Non-cash payment methods should be provided.
7.3.4 When passengers get off the taxi, remind them to pay attention to safety when
opening the door, and carry their belongings; take the initiative to assist passengers to
take their luggage. Check the contents of the car and say goodbye to the passengers.
7.4 Handling of special circumstances of operation
7.4.1 Shall help to inquire if the passenger cannot speak the language and cannot
confirm the destination.
7.4.2 Should help inquiries as much as possible or ask the public security department
for help when the passenger is unconscious due to drunkenness or other reasons and
cannot tell a clear whereabouts.
7.4.3 Shall assist the passenger to call the emergency number and take corresponding
emergency measures as appropriate when the passenger feel unwell.
7.4.4 Shall listen to criticism with an open mind when the passengers are not satisfied
with the service; shall calmly and patiently explain when they are misunderstood by the
passengers.
7.4.5 Shall try to return belongings lost by the passengers to the owner in time. Shall
contact the operator in time and hand over to the operator or the department concerned
those that cannot be found for processing, and shall not keep them privately.
7.4.6 Shall immediately call the police when suspicious objects or dangerous objects
left behind by passengers are found.
8 Transport safety
8.1 Operator safety management
8.1.1 A special safety management department shall be set up; corresponding safety
management personnel shall be equipped.
8.1.2 Rules and regulations such as safety education and training, safe driving, and
emergency response plans shall be established.
8.1.3 At least one education and training on safety policies, rules and regulations, safety
operation procedures and professional ethics shall be organized monthly to improve the
safety awareness, business skills and professional quality of service personnel.
8.1.4 Vehicles shall be inspected regularly, and complete vehicle repair and
maintenance records shall be established.
8.1.5 Vehicle fire-fighting equipment shall be checked regularly, and expired fire-
fighting equipment shall be scrapped or updated in time.
8.1.6 Where conditions permit, the information system shall be used to strengthen the
dynamic monitoring of the vehicle operating conditions, and strengthen the supervision
and inspection of the driver's behaviors such as drunk driving, fatigue driving and
speeding.
8.1.7 Shall insure the vehicle and passengers according to the regulations. After any
accident, shall bear the corresponding responsibility according to the responsibility
determination, and assist in the insurance payment.
8.1.8 Emergency plans shall be formulated and drills shall be organized regularly.
8.1.9 Regular medical examinations should be organized for drivers.
8.1.10 A system for the registration, storage and search of passengers' lost and found
shall be established, and the inquiries about passengers' lost and found shall be handled
in a timely manner and answered within 72 hours. Those suspected of illegally
embezzling passengers' property shall be reported to the public security organs for
handling according to law.
8.2 Driving safety of drivers
8.2.1 Basic requirements
8.2.1.1 The driving concept of safety first and prevention first and the emergency
response principle of people before things shall be established.
8.2.1.2 Shall be familiar with the laws and regulations on road traffic safety; shall drive
safely and drive smoothly. Shall slow down or stop to avoid, and give priority to
pedestrians when driving through a pedestrian crossing.
8.2.1.3 Shall not operate the mobile phone while driving, and shall not dial or answer
the mobile phone, except for the use of Bluetooth headsets and other devices.
8.2.2 Driving safety requirements in complex weather and dangerous road sections
8.2.2.1 Shall slowdown in case of unclear situation, poor line of sight, car meeting at
the start, intersections, dangerous and prosperous areas.
8.2.3.5 In the event of a breakdown or traffic accident, shall assist passengers to get off
the vehicle to a safe area, quickly turn on the hazard warning lights, and place warning
triangles as required. When passengers are injured, shall immediately call the
emergency and call the police, and take appropriate first aid measures as appropriate.
9 Service assessment and complaint handling
9.1 Basic requirements
9.1.1 Taxi operators shall be equipped with customer service personnel and complaint
handling personnel that are suitable for the scale of operation, and shall organize and
conduct service quality assessment for service personnel such as drivers and complaint
handling personnel at least once a month, and should use technologies such as artificial
intelligence to improve service levels.
9.1.2 Taxi operators and drivers shall ensure that the service quality statistical data and
original records are true and accurate, and participate in the service quality credit
assessment organized by the taxi administrative department, including the enterprise
service quality and credit assessment and the taxi driver service quality and credit
assessment.
9.1.3 Taxi operators shall consciously accept social supervision, set up service
supervision agencies and publish service supervision telephone numbers as required.
9.1.4 Taxi operators shall organize a third party to conduct passenger satisfaction
surveys if conditions permit.
9.2 Service assessment indicators
9.2.1 The online rate of the vehicle-mounted satellite positioning system shall be greater
than or equal to 96%.
9.2.2 The pass rate of vehicle appearance shall be greater than or equal to 95%.
9.2.3 The pass rate of the driver's appearance and behavior shall be greater than or equal
to 95%.
9.2.4 The incidence of road traffic accidents that cause death and bear equal or more
responsibility shall be less than 0.01 person-time per million vehicle kilometers.
9.2.5 The incidence of road traffic accidents that cause injury and bear equal or more
responsibility shall be less than 0.1 person-time per million vehicle kilometers.
9.2.6 The incidence of road traffic liability accidents shall be less than 0.05 per 10 000
vehicle kilometers.
......
Source: Above contents are excerpted from the PDF -- translated/reviewed by: www.chinesestandard.net / Wayne Zheng et al.
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