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Average days to close a TLC driver complaint
Ensure the quality and safety of for-hire vehicle transportation services through effective regulation and administration of rules, standards, and licensing requirements. — Promote excellent customer service to passengers.
TLC attributes the rise in resolution time through Fiscal 2024 to a surge in driver complaints (up sharply as ridership recovered post-pandemic) combined with staff shortages in the Prosecution Division. TLC's Fiscal 2025 report and preliminary Fiscal 2026 report describe specific process changes since then, including contacting drivers earlier and improving how repeat complainants are identified, that cut resolution time substantially.
Researched July 16, 2026 — TLC, Fiscal 2024 Mayor's Management Report, TLC, Fiscal 2025 Mayor's Management Report, TLC, Fiscal 2026 Preliminary Mayor's Management Report
* Year to date — this fiscal year isn't complete, so it's not compared against prior years in the target/trend status above.
View as table
| Fiscal year | Actual | Target |
|---|---|---|
| FY22 | 22.4 days | 50 days |
| FY23 | 33.2 days | 50 days |
| FY24 | 43.9 days | 50 days |
| FY25 | 27.1 days | 50 days |
| FY26 (YTD) | 13.6 days | 50 days |
Why this is tracked
Mayor John Lindsay created the Taxi and Limousine Commission in 1971 through Local Law 12, taking taxi and for-hire vehicle regulation away from the NYPD's Hack Bureau, which had overseen the industry since 1925 but struggled with rising complaints about unsafe vehicles and driver misconduct as the industry grew. Today TLC licenses and inspects drivers and vehicles, requiring fingerprinting, drug testing, driver education, and ongoing vehicle inspections, and it enforces those standards through a dedicated Uniformed Services Bureau. The agency has also had its own controversies, including a role in years of medallion price inflation that a state investigation later scrutinized.
Wikipedia - New York City Taxi and Limousine Commission, TLC - Licensing and Standards
Source: Prosecution — via NYC Open Data: Mayor's Management Report, Agency Performance Indicators
Coverage shown: FY22–FY26, reported monthly.
Definition: The average number of calendar days to close a consumer complaint against a TLC driver, measured from receipt of the complaint to the date the hearing is scheduled or complaint is otherwise resolved.