A LACK of drivers along with the ripple effects of State Government requirements due to COVID-19 are just two factors that have conspired to reduce the level of taxi services available in Hamilton, compared with just a few years ago.
A 24/7 service used to be part of the town’s fabric, but that now appears to be just a good memory, as some after-hours passengers have to figure out alternatives to getting to their destination.
The Spectator was last week made aware of two passengers arriving on the late night 10.41pm bus from Ballarat expecting to be met with cabs pre-booked on the 13CABS number, but instead were forced to find their own way home.
“It’s after 1am and I’m fuming at the moment,” one passenger wrote.
“We were left at nearly 11pm with no other choices. I walked the other passenger to his destination (he didn’t know Hamilton well enough to get there) while … (I arranged someone) to pick me up.”
The passenger said “13CABS hung up on me” and said, as a long-time taxi user the current system had “failed me twice now” but was quick to praise the local staff.
“The drivers are good and I like them,” they said.
Online reviews and comments on social media appear to echo the dual sentiments, but for Jan Uebergang, who with husband, Wayne has run the town’s taxi service for 23 years, said she shared the frustration of the limitations they have had to enact.
Many locals have been pointing the blame at the adoption in July 2022 of the 13CABS system, but Ms Uebergang said there were a range of underlying factors behind the changes and the increasing difficulties in finding staff.
“The reason we’ve had to take on a data dispatching system is because of the reporting to the government and that is the only reason we changed,” she said.
“All through COVID we were facing a $100,000 fine for not being able to send them the information they wanted in the format they wanted. There wasn’t enough information in our reporting and a girl was working full time to give that information to the government.”
Ms Uebergang said the bureaucracy was bordering on nonsensical – “I know for a fact they never read the information we did give them” – but they continued to threaten the business with the massive fine.
“So we were forced to do this,” she said.
“I have tried to explain this to the public, I’m not happy with the system myself, I’ve put in numerous complaints.”
In reference to the specific situation of the failure to turn up at the bus arrival last week, Ms Uebergang said the system should not have accepted the booking – “I will speak with them today (Monday) over that issue” – as she could no longer staff services late at night outside of Thursday to Saturday.
“Due to staff shortages, we have cut hours and we’re finishing at nine o’clock Sunday through Wednesday night,” she said.
“I know we’re leaving people high and dry, but to cover WorkSafe and keep my drivers safe, I can’t keep them out until the bus (arrives).
“Sometimes they’re sitting out there until 11 o’clock (and) they’ve got to work the next day – I’ve got to cover my legal responsibilities, and I know it’s a disservice to the public and it’s something we’ve never ever wanted to do, but I can’t get people to work – people don’t want to drive taxis.
“We always went to the buses and it was a courtesy thing – they didn’t have to book, we would have a car there waiting for the bus as they came in late at night to clear the streets and get them home, and I just can’t do it anymore.”
She acknowledged “it hurts the vulnerable and the really good passengers we have” and wishes she could still offer a 24/7 service.
“It’s nothing we’re proud of, it’s been a long haul since the beginning of COVID we worked all the way through,” Ms Uebergang said.
“We kept the doors open.”
She added the change to booking with the app has worked well for some – “it’s working extremely well with the hospital and the Grange and places like that” – but just asked people to be patient with the voice recognition phone system.
“They’ve got to remember it’s no different to talking to Telstra (or) an energy provider, you’re talking to a computer, and you must talk clearly and slowly,” Ms Uebergang said.
“I’ve got a 95-year-old that reckons this is the best thing since sliced bread and I’ve got 30-year-olds who are screaming at me.”
She said her drivers were telling her that if locals lobbied hard enough “13(cabs) will go and we’ll put a girl back on the phone”.
“That will never, ever happen under the laws of this state,” she said.
“Take it up with Dan Andrews, please don’t crucify us for it – it’s out of my control.
“I have fought this with the government and believe me, I might as well bash my head against a brick wall.”
As if to underline her point, a government media release sent to The Spectator on Monday said changes were coming into effect for “Victorian taxi passengers” where drivers will be required to use the meter for unbooked trips.
The release said drivers will not be able to negotiate “a price with customers above the regulated maximum fare” but Ms Uebergang said it failed to clarify the change did not apply to regional areas such as Hamilton, but only in metropolitan, Geelong, Ballarat and Bendigo areas, only serving to emphasise a “ridiculous” mindset that she said was “Melbourne-centric”.
“So you really don’t need a comment from me,” she said.
Ms Uebergang reiterated her need for more drivers and hoped she would get a response.
“I’m ringing people all the time (and asking), ‘have you got anyone?’” she said.
“I am begging people to work, but they just won’t.”
For now, she hoped locals would be understanding of the situation.
“I can’t push my drivers any harder,” she said.
“They’ve been so loyal to me, and they have been so good.”
In the meantime, Ms Uebergang said the offer still stands for any interested locals to apply for driving a Hamilton taxi, following the relevant licence and regulatory requirements.
