Incident-Based Recording: When Passengers Complain and Dispute

Safety tops the list of concerns for any organization that runs a fleet of vehicles. But when a fleet transports passengers, fleet manager concerns enter an entirely different arena. Managers need to deal not only with safety issues, but also passenger complaints and incident disputes. Enter the high-resolution dash camera.

A high-resolution dash camera should be capable of incident-based recording. Recording interactions between drivers and passengers can make settling disputes or resolving complaints straightforward. With video footage to rely on, it’s no longer a matter of the driver’s word against the passenger’s.

The Power of Dash Cam Footage

Resolving passenger disputes and complaints requires a thorough understanding of exactly what happened. This is where incident-based recording proves invaluable. Simply put, don’t underestimate the power of dash cam footage. High-resolution dash cam video footage:

1. Is Objective – Video footage is unbiased in every way. It acts as objective evidence that gives everyone involved a clearer picture of the incident in question.

2. Determines Liability – Video footage also helps determine liability when it clearly reveals who is at fault for the particular incident.

3. Reduces Fraud – Video footage reduces fraud by counteracting dubious claims passengers might make. In short, video evidence doesn’t lie.

Visual evidence can lead to quick dispute resolution for the simple fact that it either supports or contradicts claims. If a driver says one thing and a passenger says something completely different, visual evidence can resolve the contradiction.

Including Video in Dispute Resolution

Each organization has its own dispute resolution policies. Therefore, how dash camera footage and incident-based recording are included in the resolution process differs from one company to the next. Here is a basic outline of a common resolution strategy:

1. All parties view dash camera footage. This includes driver, passenger, company management, and attorneys (when necessary).
2. Footage is analyzed to either verify or refute the passenger’s claims.
3. If the footage clears the driver of wrongdoing, the dispute can be dismissed.
4. If the footage verifies the passenger’s claims, appropriate action can be taken immediately.

It must be stated that incident-based recording is not foolproof. Dash cameras don’t always record the data necessary to resolve a dispute or complaint. The value of any such video data is often tied to the view dash cameras provide.

There Are Legal Considerations

Incident-based recording is an invaluable tool to protect organizations and their drivers against unfounded claims. Not only that, but dash cameras also create a level of accountability that motivates drivers and fleet managers to provide better service. However, companies need to be aware that there may be legal considerations. Consider the following:

1. Privacy Concerns

Installing dash cameras in passenger vehicles creates instant privacy concerns. In a taxi, a camera might only record video of one passenger at a time. But on a bus, video footage can include passengers who had nothing to do with the dispute or complaint in question.

2. Legal Restrictions

Legal restrictions are another concern. For example, some jurisdictions do not allow the practice of recording audio without first obtaining the consent of all parties involved. Where such restrictions are in place, onboard audio systems must be disabled so as to prevent inadvertent audio recording.

3. Admissibility

Finally, dash camera footage is generally admissible in court. However, certain restrictions or criteria may apply. In some cases, companies specializing in video forensics can provide expert evaluation and certification to confirm that the footage has not been altered, which may help support its admissibility.
Passenger claims and disputes are a normal part of taxi, limousine, and bus transportation. Incident-based recording can be helpful by providing visual evidence parties can rely on to resolve their disputes. If you transport passengers in your company vehicles, consider installing dash cams.