Submit a Taxi Complaint – BTOA Connect & Bermuda Taxi Services

Connecting Bermuda, Driving Progress

Submit a Complaint or Concern

At the Bermuda Taxi Owners & Operators Association (BTOA), we believe in accountability, professionalism, and listening to those we serve. If you’ve experienced an issue with a BTOA Connect booking, one of our drivers, or a taxi-related service, we want to hear from you. Your feedback helps us address problems, support quality service, and advocate for meaningful industry improvements.

How to Submit a Complaint

Please complete the form below with as much detail as possible. You can include:

Ride details (date, time, location)
Driver information (name, car number, or app profile)
A short description of the issue
Any supporting documents, screenshots, or receipts
Once submitted, you’ll receive confirmation that your complaint was received.

Need Urgent Assistance?

For immediate safety concerns or criminal matters, please contact the Bermuda Police Service or emergency services.

Emergency: 911
Main Line (Non-Emergency): +1(441)2950011

The Ombudsman – https://ombudsman.bm/making-a-complaint

The Consumer Affairs – https://www.consumeraffairs.bm/contact-us

First Name

Last Name

Customer Gender

Customer Email

Contact Number

Prefered Contact Method

Customer Complaint

Date of Occurrence

Time of Occurrence

Location Occured

Occurrence Details

Driver Name

Driver Gender

Taxi Number

Vehicle Type

Vehicle Color

What Happens Next

Internal Review:
Your complaint will be reviewed by BTOA’s support team. If the issue involves a BTOA Connect booking or driver, we’ll follow up with the relevant operator directly.
Follow-Up (if needed):
For serious or repeat issues, we may contact you for further details. Where appropriate, we’ll also refer the matter to relevant authorities such as the Transport Control Department (TCD) or Public Service Vehicle Licensing Board (PSV Board).
Monthly Reporting & Oversight:
All complaints (and compliments) are recorded and included in our monthly service performance reviews. This helps us identify trends, support quality drivers, and hold our platform to the highest standard.
Advocacy & Improvement:
Your input strengthens our ability to push for better regulation, consistent enforcement, and service standards that benefit both customers and drivers.