Frankston Nepean Taxis is committed to providing safe, reliable, respectful, and professional transport services throughout Melbourne and Victoria. We value customer feedback and take every complaint seriously. All complaints are investigated fairly, confidentially, and in accordance with applicable Victorian laws and the requirements of Safe Transport Victoria.
Our Commitment
We are committed to:
- Treating every customer with dignity and respect.
- Providing a simple and accessible complaint process.
- Investigating complaints promptly and impartially.
- Protecting the privacy and confidentiality of all parties.
- Taking appropriate corrective action where required.
- Maintaining records of all complaints and investigations.
- Complying with all applicable obligations as a Victorian Booking Service Provider.
How to Lodge a Complaint
You may submit a complaint by:
- Telephone
- Website contact form
- Written correspondence
To assist our investigation, please include where possible:
- Your full name and contact details
- Date and time of travel
- Pickup and destination
- Booking reference (if available)
- Taxi registration or driver details (if known)
- A detailed description of the incident
- Any supporting photographs, receipts or documents
Anonymous complaints may also be investigated where sufficient information is available.
Complaints We Handle
We investigate all complaints relating to our services, including:
- Driver behaviour or professionalism
- Rude, abusive or inappropriate conduct
- Rash, dangerous or reckless driving
- Speeding or unsafe road practices
- Mobile phone use while driving
- Fare disputes or overcharging
- Refusal of service
- Assistance animal or accessibility issues
- Vehicle cleanliness
- Lost luggage or personal belongings
- Booking or dispatch issues
- Property damage
- Discrimination
- Sexual harassment
- Sexual assault
- Physical assault
- Threats or intimidation
- Any incident affecting passenger safety
Sexual Harassment, Sexual Assault & Passenger Safety
Frankston Nepean Taxis maintains a zero-tolerance policy towards:
- Sexual harassment
- Sexual assault
- Indecent exposure
- Physical assault
- Threatening behaviour
- Intimidation
- Any conduct that places a passenger at risk
Complaints involving these matters are treated as the highest priority.
Our commitment includes:
- Acknowledging the complaint within 24 hours.
- Commencing an immediate internal investigation.
- Preserving all available evidence.
- Cooperating fully with Victoria Police and Safe Transport Victoria where appropriate.
- Temporarily suspending the driver from receiving bookings while serious allegations are being investigated, where appropriate.
- Keeping the complainant informed throughout the investigation where legally permitted.
If there is an immediate threat to safety or a criminal offence has occurred, customers should contact Victoria Police by calling 000 immediately.
Driver Behaviour & Road Safety
Complaints regarding driver conduct are thoroughly investigated, including:
- Aggressive or abusive behaviour
- Unsafe or reckless driving
- Speeding
- Failure to obey road rules
- Using a mobile phone illegally while driving
- Smoking or vaping inside the vehicle
- Failure to provide courteous customer service
- Failure to assist passengers where appropriate
Where a complaint is substantiated, disciplinary action may include:
- Formal warning
- Additional driver training
- Suspension from our booking network
- Permanent removal from Frankston Nepean Taxis
- Referral to relevant regulatory authorities where required
Lost Property
If you believe you have left property in one of our taxis:
- Contact us as soon as possible.
- Provide details of your journey and a description of the item.
- We will make every reasonable effort to locate and return lost property.
Although every effort is made to recover lost items, Frankston Nepean Taxis cannot guarantee recovery and accepts no liability for property left in vehicles.
Complaint Timeframes
| Action | Timeframe |
|---|---|
| Complaint acknowledgement | Within 2 business days |
| Sexual harassment or serious | Within 24 hours |
| safety complaints | |
| Investigation commenced | As soon as reasonably practicable |
| Target resolution for most complaints | Within 10 business days |
| Complex investigations | Customer will receive regular progress updates |
Escalation
If you are dissatisfied with our response, you may refer your complaint to the appropriate external authority, including Safe Transport Victoria, which regulates commercial passenger vehicle services in Victoria.
Where required under Victorian law, Frankston Nepean Taxis will notify Safe Transport Victoria of reportable incidents within the prescribed reporting timeframe.
Record Keeping
Frankston Nepean Taxis maintains records of all complaints, including:
- Date received
- Nature of the complaint
- Contact details of the complainant (where provided)
- Investigation undertaken
- Actions taken
- Outcome and resolution
- Any referrals to regulatory authorities
These records are retained in accordance with applicable legal and regulatory requirements.
Privacy
Personal information provided as part of a complaint will be handled in accordance with our Privacy Policy and applicable Australian privacy laws. Information will only be disclosed where required by law or where necessary for investigating or resolving the complaint.
Continuous Improvement
Complaint trends are reviewed regularly to improve:
- Driver performance
- Passenger safety
- Customer service
- Operational procedures
- Staff training
- Regulatory compliance
Frankston Nepean Taxis is committed to maintaining the highest standards of professionalism, integrity, passenger safety, and customer service.
