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Reporting fare complaints to the Industry Portal
The Point to Point Transport Commissioner’s 24-hour Taxi Fare Hotline was established, with the taxi industry, for passengers to provide feedback and complaints related to taxi fares in rank and hail passenger services, such as drivers failing to use the meter and refusing fares unless the passenger agrees to a fixed fare and overcharging.
This fact sheet will assist taxi service providers report outcomes from fare-related complaints made to the Taxi Fare Hotline including the actions taken, feedback provided to the complainant, and the outcomes of any investigation into the Industry portal.
You must report to the Commissioner weekly, via the Industry Portal, how the complaint was
addressed as well as the outcome.
How to view complaints lodged?
If a complaint has been received through the Taxi Fare Hotline, you will be notified by the
Commission via email. You should then:
1. Login to the Industry portal
2. Click on ‘Account’
3. Click on ‘Activities’ located on the left-hand side of the page
4. Click on ‘Requests’. You will then be able to view a list of complaints
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5. Find and click on your case number to view the complaint details
6. Enter all details required including the details of steps taken to respond to the complaint and the outcome of your investigation
7. Once you have completed all required information click 'submit and close’
8. Repeat steps for all cases that have been investigated
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Frequently asked questions
Who needs to report information into the Industry Portal about fare-related complaints?
Taxi service providers in NSW who have been notified via email that a complaint from a passenger has been provided through the Taxi Fare Hotline.
When do I need to report the information?
You should contact the complainant in a timely matter to inform them the complaint has been received and it is being actioned. The outcome to the complaint should be finalised within ten business days. The complainant should be advised of the outcome. You will need to do this for each complaint you receive.
Who can I contact if I have any problems reporting information?
You can call the Industry Contact Centre on 131 727, Monday to Friday, between 8am – 5pm
What happens once I have reported the details into the Industry Portal?
The Commission will review the reported details and decide if further investigation is required. If no further investigation is required, the case will be closed.
What happens if the Commission isn’t satisfied with the response or outcome?
The Commission will advise you that the investigation or outcome is not sufficient and that further information or actions are required before the case can be closed.
What happens if I don’t report the required information to the Industry Portal?
If you have not provided the required information within ten business days, the Commission
will follow up with you.
If you have any questions or need further information, please visit the Point to Point Transport
Commissioner’s website - pointtopoint.nsw.gov.au or call the Industry Contact Centre on 131 727.
