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TSC Performance Complaint Handling Policy and Procedure

The Taxi Services Commission (TSC) has developed a TSC Performance Complaint Handling Policy and Procedure DOC, 3.8 MB to receive and manage complaints and feedback from stakeholders and industry participants about the TSC's performance as the Victorian taxi and hire car industry regulator.

The TSC values complaints and feedback as it assists us to continuously improve our services and performance. The TSC Performance Complaint Handling Policy and Procedure demonstrates the TSC's commitment to accountability and transparency, ensuring that the regulator's performance is subject to scrutiny.

This policy and procedure has been designed to provide guidance to our stakeholders and staff on the manner in which the TSC receives and manages complaints. The TSC is committed to being consistent, fair, and impartial when handling complaints.    

The TSC Performance Complaint Handling Policy and Procedure follows the guiding principles established in the Australian Standard AS ISO 10002-2006 Customer Satisfaction – Guidelines for Complaints Handling in Organizations and clarifies when it is necessary for a complaint against the conduct of the TSC or its people to go to the Ombudsman or Independent Broad-based Anti-Corruption Commission (IBAC).

The objective of this policy and procedure is to ensure that:

  • stakeholders are aware of our complaint lodgement and handling processes
  • stakeholders and TSC staff understand the regulator performance complaints handling process
  • complaints are considered on their merits and investigated impartially with a balanced view of all information or evidence, and
  • reasonable steps are taken to actively protect personal information.

In this policy, a complaint is any written or verbal expression of dissatisfaction with the TSC.

If you are dissatisfied with a service provided by the TSC, you should in the first instance consider speaking directly with the staff member/s you have been dealing with. If you are uncomfortable with this or consider the relevant staff member is unable to address your concerns you can lodge a complaint with us in one of the following ways:

  • complete the feedback form on our website
  • telephone us on 1800 638 802
  • write to us at the Taxi Services Commission, Attn. Manager Industry Standards and Services, GPO Box 1716, Melbourne VIC 3001
  • email us at complaints@taxi.vic.gov.au, or
  • speak to any of our customer service staff in person.

If you complain about a member of our staff, we will investigate your complaint thoroughly by finding out the facts, speaking with the relevant people and verifying explanations where possible. We will also treat our staff member objectively and:

  • inform them of any complaint about their performance
  • provide them with an opportunity to explain the circumstances
  • provide them with appropriate support, and
  • update them on the complaint investigation and the result.