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Customer feedback and complaints handling

The Taxi Services Commission (TSC) is responsible for ensuring Victorians receive quality service from the industries we regulate. You can use the online feedback facility to provide feedback or make a complaint.

Information on this page

What we can investigate

We can investigate industry related complaints about organisations or individuals who work in the taxi, hire vehicle or driving instructor industries.

The types of issues you can complain to us about include:

  • driver behaviour, knowledge or safety
  • fare refusal
  • vehicle safety/condition
  • Multi-Purpose Taxi Program fraudulent transactions
  • fare disputes
  • issues against a Taxi Booking Service (TBS)
  • touting
  • route issues
  • driver cleanliness
  • concerns about TSC products or services.

Samples of offences and resulting penalties (min $) that may apply are outlined below:

  • Failing to take passengers to requested destination: $369.00
  • Failing to fulfil hiring agreement: $369.00
  • Refusing to accept a guide dog: $369.00

We cannot investigate

Serious crime

We cannot immediately respond if you are involved in an altercation with an organisation or an individual.

In the event of an emergency, you should contact Victoria Police on 000.

There is very limited actions that can be taken with regard to criminal matters. The TSC recommends that  complaints of this nature be forwarded to Victoria Police or other relevant agencies for further investigation. This includes complaints about:

  • assault (including sexual assault)
  • theft
  • drink driving or drug use
  • road rage
  • erratic driving or any form of driving infraction (speeding, swerving into other lanes etc)
  • vehicle accidents
  • refunds (other than MPTP).

We work closely with Victoria Police and may take action against a taxi driver or operator's accreditation who is under investigation by the police.

Civil matters

Although we can advise you on the best course of action to take, we cannot resolve civil disputes, compensate customers for lost money or property or assist if you have been involved in an accident with a taxi driver.

How to make a complaint

Please use our feedback form to make a complaint.

What happens when you make a formal complaint

  1. Your complaint will be acknowledged promptly.
  2. Your complaint will be investigated to identify the taxi driver concerned.
  3. We will take the most appropriate disciplinary action in relation to your complaint based on the information  you provid us and the information we obtain as part of our investigation. We will contact you if further information is required.
  4. If you are unhappy with the outcome of this process or experience an undue delay in our response, you can ask for your complaint to be re-examined by a TSC manager.
  5. If you are still unhappy with the outcome of your complaint, you can ask for a member of the TSC's leadership team to review your complaint.
  6. At the conclusion of this process, you may wish to contact Ombudsman Victoria if you are dissatisfied with the way that the TSC has managed your complaint.

Note: in some instances, we will refer your complaint to the relevant taxi company (Taxi Booking Service – TBS).

The types of complaints that we may refer to the TBS to resolve include issues of no shows, lateness and booking services.

All accredited taxi TBSs must have a customer service and complaints handling process that meets strict Australian Standards. We regularly audit TBSs to ensure that their customer service practices meet these strict standards.

For further information, please refer to:

Protected disclosures

A protected disclosure is a complaint or a report about the conduct of public bodies or public officers that is 'improper conduct'. Public officers include members, officers and/or employees of the TSC.

The Protected Disclosure Act 2012 (Vic) provides particular protections to people who make a protective disclosure. This process is commonly known as 'whistleblowing'. The purpose of these protections is to ensure that those making disclosures are not subject to detrimental action taken in reprisal against them.

For further information, please refer to: