Submission: Taxi industry inquiry – complaints handling and dispute resolution

In this submission, Consumer Action responds to only one of the questions in the consultation paper – that is, ‘do the Victorian Taxi Directorate and taxi booking networks have adequate policies and practices in place to deal with customer complaints and dissatisfaction?

We are of the view that the current system of complaints handling and dispute resolutions is inadequate and does not accord with best practice in the private sector. For the reasons outlined in this submission, we recommend that taxi licence holders, taxi operators and network service providers become members of the Public Transport Ombudsman.

To read our submission, click here: Taxi industry inquiry – complaints handling and dispute resolution.

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