A taxi or Grab overcharged me or refused my trip — where do I complain?
Last updated: 2026-07-12 · Educational content; not legal advice.
Short answer
File with the Land Transportation Franchising and Regulatory Board (LTFRB), the agency that regulates taxis, jeepneys, buses, UV Express, and ride-hailing / TNVS (Grab and the like). Overcharging (demanding or collecting more than the authorized fare) and 'refusal to convey' — a driver picking his passenger or refusing an available trip — are both punishable franchise violations the LTFRB can fine and suspend the operator or driver for. You can reach the LTFRB hotline 1342, email a complaint, or file a written/verified complaint at the LTFRB office, attaching your evidence: receipt or fare screenshot, the booking and route screenshots, the plate or body number, and the date/time. For a ride-hailing app, also report inside the app first so the platform issues a case record; the LTFRB regulates both the driver and the TNVS operator.
Primary sources
Frequently asked
Is a driver allowed to refuse my destination?
No. A public utility vehicle that is available for service cannot unjustifiably refuse to convey a passenger; 'refusal to convey' is a franchise violation the LTFRB penalizes. Note your plate/body number and the time.
The taxi meter was 'broken' and he asked for a flat rate — is that overcharging?
Refusing to use the meter and demanding a fixed fare above the authorized rate is overcharging. Keep any receipt or a photo of the meter/plate and file with the LTFRB.
Do I complain to Grab or to the LTFRB?
Both. Report in the app so the platform logs the case and can refund, and file with the LTFRB, which regulates the TNVS operator and the driver's accreditation and can impose fines and suspensions the app cannot.
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Your rights as a commuter, passenger, driver, and air traveler — where to complain when a taxi, Grab, jeepney, bus, or van overcharges you, refuses your trip, or drives recklessly (the LTFRB), the strong 'common carrier' protection under the Civil Code (Arts. 1732–1766) that makes a public carrier presumed at fault when a passenger is injured or killed and liable for lost baggage, how to contest a traffic ticket or LTO/MMDA apprehension and when a traffic enforcer may confiscate your license (RA 4136), the current legal status of the No-Contact Apprehension Policy (NCAP), what an airline owes you for a delayed, cancelled, or overbooked flight and lost luggage under the Air Passenger Bill of Rights (DOTC-DTI JAO No. 1, s. 2012), and basic e-bike, tricycle, and sea-travel (MARINA) rules. CTPL and motor insurance claims live in the Insurance & HMOs cluster; taking back a financed vehicle lives in the Vehicle Repossession cluster.