Safety complaints

As part of their safety management system, service providers should have a way of receiving and responding to safety complaints.

The Point to Point Transport Commissioner may consider service providers’ processes for receiving and responding to safety complaints as part of an audit.

How to address a safety complaint

A passenger can make a safety complaint by contacting the taxi service provider or booking service provider or facilitator who provided the passenger service.

Safety concerns can either be reported verbally, or through the business’s website or other online mechanisms in place to receive feedback.

Issues about safety or fares should be taken up with your service provider first, but you can also use the point to point transport feedback form or for urgent assistance call 131 500.

Serious issues or alleged criminal behaviour must be reported to the police.

Taking a complaint to the Commissioner

If a passenger is unsuccessful in reporting a safety issue to the service provider or the matter has not been resolved to their satisfaction, they can reach out to the Point to Point Transport Commissioner's Industry Contact Centre for assistance by calling 131 727, or by using the online feedback form on the Commissioner’s website.

The following information is required by the Commissioner’s Authorised Officers to review complaints:

  • the name and details of the service provider and vehicle’s registration
  • any actions that the passenger has taken to resolve the issue with the service provider
  • the exact nature of the safety issue or complaint for example:
    • the date, time and place where the issue arose
    • what occurred and who was involved
    • the identification of the driver
    • the identification and contact details of any witnesses.

Passengers should provide as much information as possible regarding the event. The following information may also be requested from passengers to assist in the investigation process:.

  • any photos taken including the details of who took the photo and the time, date and place where the photo was taken
  • a copy of the receipt
  • any other information that will assist their complaint such as the details of any persons who may have observed the event.

Passengers will be contacted and told how to provide any additional information to the Commissioner. Authorised Officers will not reveal the source of the complaint or request to the service provider involved unless the passenger gives consent or unless this is required in order to resolve the issue. If a passenger chooses to remain anonymous when speaking to us, it is not possible for an Authorised Officer to seek further information from the passenger or provide feedback.

If an industry participant has a safety concern about a service provider, they can follow the above steps to bring the matter to the Commissioner’s attention.