North Jeolla's disabled taxi system needs improvement, drivers face long hours and stress

A recent survey of disabled taxi drivers in North Jeolla Province, South Korea, has highlighted severe working conditions, including excessively long hours, inadequate rest periods, and significant pressure from passenger complaints. The report, compiled by the North Jeolla Provincial Labor Policy Research Institute, calls for a fundamental overhaul of the current operational system.

The study, considered the first comprehensive survey of its kind in the region, involved 187 drivers from 11 cities and counties and in-depth interviews with 16 drivers from seven locations. Findings indicate that 62.9% of respondents work between 48 to 52 hours per week, nearing the legal maximum. Many drivers reported using waiting times during their routes to eat and rest, indicating insufficient opportunities for proper breaks and restroom use.

Physical and mental exhaustion are prevalent, with 45.9% of drivers reporting frequent or constant physical fatigue and 45.2% experiencing similar levels of mental fatigue. Additionally, 21.8% of drivers reported facing complaints within the past year, and a striking 75% experienced demands unrelated to their work, underscoring the significant burden of customer service.

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Expanding mobility services for the disabled without adequate staffing, standardized wages, safe dispatch criteria, and proper rest facilities shifts the cost onto the drivers' well-being and time.

Researchers attribute these issues to the fragmented operational structure. While a central dispatch center handles reception, allocation, and monitoring, individual cities and contracted agencies manage driver employment, service, and complaint resolution. This division of responsibility leads to dispersed accountability and subjects drivers to dual control.

The report argues that expanding mobility services for the disabled without adequate staffing, standardized wages, safe dispatch criteria, and proper rest facilities shifts the cost onto the drivers' well-being and time. It urges the North Jeolla Provincial Government to act as the primary controller for the disabled taxi service and proposes policy measures such as establishing a unified public operation system, introducing standardized wages, increasing driver and vehicle numbers, ensuring transparency in dispatch algorithms and incentive criteria, and implementing procedures to protect drivers from excessive complaints.

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The North Jeolla Provincial Government must serve as the de facto control tower for the operation of disabled call taxis.