Personalised transport complaints
Complaint about illegal behaviour
Whether you are a passenger or a worker in the personalised transport industry, If your complaint relates to illegal behaviour such as assault, harassment, theft, dangerous driving or drink driving, contact the Queensland Police Service immediately or as soon as practical after the incident.
If you want to make a complaint in relation to personalised transport, make sure you're informed about the best way to resolve the issue.
We can only investigate complaints relating to transport legislation. Transport Inspectors and Compliance Officers have broad powers relating to intercepting and examining vehicles as well as ensuring compliance with personalised transport licensing and authorisation requirements.
For other types of personalised transport industry complaints, we recommend following this general dispute resolution process
Step 1: Seek to resolve your complaint directly
In many cases, the simplest, and the fastest outcome may be achieved through directly contacting the party with your complaint. Because they are the party that triggered your complaint, they are often best placed to resolve it. This can avoid a drawn-out or costly process, particularly for less serious matters where both parties are happy with a quick and inexpensive resolution.
Step 2: Take the issue to the appropriate regulatory agency
If you are unable to resolve your issue with the other party directly, the next step is to take your complaint to the appropriate regulatory body, if the issue is regulated. Although occurring in the transport industry, many complaints belong to a broader class of issues that occur across many industries and fields. For example, industrial relations complaints are outside the scope of Transport and Main Roads but can be directed to a wider body such as the Fair Work Commission.
Step 3: Pursue further dispute resolution processes
In the case that your issue is not covered by regulation or that the appropriate agency has been unable to provide a suitable result, but you still feel that you have a legitimate grievance, you may wish to progress your issue through further dispute resolution processes. This may mean engaging in mediation processes, where suitable, or pursuing the matter through a legal tribunal or the courts.
If you are a passenger
We recommend that you contact the service provider (the taxi or booked hire company or booking service) first.
You can lodge your complaint with us by email or call 13 12 30 if it relates to:
- a serious compliance issue, or
- an issue covered by transport legislation that has not been satisfactorily resolved by contacting the service provider directly
Your complaint may be covered by transport legislation if it relates to:
- unauthorised driving
- unsafe vehicles
- taxi driver refusing to provide a service
- security camera requirements
- failure to provide a receipt or a fare estimate
- failure to take an assistance animal
- wheelchair accessible service provision
- Taxi Subsidy Scheme
Find out more information about issues regulated by Transport and Main Roads:
If your complaint relates to service issues like the condition of the vehicle, driver courtesy, the time you waited, or the route taken by the driver, then your first step should be to take the issue up with the booking entity you ordered your trip through.
If that isn’t successful, you may choose to take the issue to the Office of Fair Trading, who can action your complaint. The Office of Fair Trading also provides a conciliation service for general consumer complaints.
If you have been discriminated against, contact the Australian or Queensland Human Rights Commission.
Alternatively, you may take the matter to the Queensland Civil and Administrative Tribunal (QCAT).
If you are an industry stakeholder, driver, operator, licence holder or booking entity
If appropriate, try to resolve your issue directly with the relevant party, such as the service provider. If the issue relates to transport legislation or regulations, contact us directly.
Remuneration, working conditions or contract conditions complaints
These issues can vary greatly depending on your status as either an employee or an independent contractor.
For help deciding whether you are self-employed, you can consult the support and resources for personalised transport drivers, or contact Fair Work Australia.
Workplace health and safety complaints
Contact WorkSafe Queensland.
Australian consumer and competition law or unfair contract provisions for small businesses complaints
Tax or superannuation complaints between booking entities and drivers or other employees.
Contact the Australian Taxation Office (ATO).
Contact the Queensland or Australian Human Rights Commission.
If your complaint is still unresolved, you may attempt to pursue the matter in the legal system.
You can lodge a dispute with Queensland Civil and Administrative Tribunal (QCAT), engage a private solicitor or be assisted by a mediation service.
Mediation services include:
- QCAT - a legally binding tribunal that often also includes a mediation phase and is intended to be a low-cost forum to settle minor legal matters.
- The Taxi Council of Queensland offers dispute resolution support for the taxi industry.
- The Department of Small Business provides guidance on the resolution of disputes for independent contractors.
- The Australian Government provides guidance on how to prevent and manage disputes, and the Australian Small Business and Family Enterprise Ombudsman has published a guide for independent contractors on preventing and managing disputes.
We are currently working to establish a personalised transport mediation service in collaboration with the Department of Justice and Attorney-General. More information on this service will be available shortly.