Your consumer rights

At times, consumers do not receive the level of service that they are entitled to expect from the taxi industry. Despite booking ahead, a taxi may not arrive at the time booked or may not arrive at all. This can be frustrating and upsetting, particularly when it results in a missed plane flight or a late arrival for an important appointment.

Direct contact

If you have a complaint about a taxi company, you have a number of options available to you. First, you can contact the taxi company directly to try to resolve your complaint. If possible, it is a good idea to write a complaint letter – that way, the taxi company is clearly aware of the problem and what you want, and you also have a record of your contact. A template complaint letter can be viewed below. This kind of letter may result in you getting the outcome that you are seeking, such as an apology or payment of compensation. However, in some instances, a taxi company will not resolve your complaint to your satisfaction.

Next steps

Your next step or steps will depend on the outcome that you want. If you want the Taxi Services Commission (TSC) to investigate the complaint to see if disciplinary action can be taken against the taxi company, operator or driver, you can make a complaint here. However, if your aim is to obtain compensation for losses that you have suffered, you may want to make a complaint to Consumer Affairs Victoria or make a claim in the Victorian Civil and Administrative Tribunal. The TSC cannot make a taxi company pay compensation to you or resolve your claim in a particular way.

Consider getting independent legal advice about what options are available and suit your circumstances. Your local community legal centre, legal aid office, or your lawyer could give you some advice.

Complaint letter

When writing a complaint letter you should:

  • describe your problem and the outcome you want
  • include key dates, such as when you booked the taxi and when the problem occurred
  • identify what you will do if you and the taxi company cannot resolve the problem
  • ask for a response within a reasonable time
  • attach a copy of any supporting relevant documentation.

Template complaint letter

Below is a complaint letter template. You can use this outline to help you write a complaint letter (although you may wish to vary it to fit your particular problem).

[Your name]

[Your address]

[Your email and/or phone]

Dear Sir/Madam

Complaint about my taxi booking for [insert date] at [insert time]

State that you have a problem the taxi booking that you made.

Explain the key details of your complaint, such as all relevant dates and times, the pickup location and the destination. Describe the problems you experienced, such as a missed flight or meeting. Set out the financial losses (if any) that the problem caused you, such as a plane ticket change fee.

State the steps you want the taxi company to take to fix the problem, such as giving you a written apology and/or paying you compensation.

State that you expect to hear from the taxi company with a solution by [insert date or within 10 days]. Describe what you intend to do if the taxi company fails to fix the problem — such as making a formal complaint to Consumer Affairs Victoria or to the Victorian Civil and Administrative Tribunal.

List your business and after hours contact details.

Yours sincerely

[Your name]