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Customer feedback and complaints handling

Commercial Passenger Vehicles Victoria (CPVV) regulates the commercial passenger vehicle industry to ensure Victorians receive quality service.

You can use the online feedback and complaint tool to provide feedback, make a complaint or provide intelligence to CPPV.

What we can investigate

We can investigate industry related complaints about organisations or individuals who work in the commercial passenger vehicle, private bus or driving instructor industries.

Note: Complaints about service or fares should be directed to the Booking Service Provider or owner of that service.

The types of issues you can complain to us about include:

  • vehicle condition /vehicle safety
  • Multi Purpose Taxi Program fraud
  • driver safety
  • passenger safety
  • issues against a Booking Service Provider, where you feel your complaint has not been managed correctly
  • disability related service matters
  • concerns about Commercial Passenger Vehicles Victoria
  • illegal activity within the commercial passenger vehicle industry.

Intelligence about the commercial passenger vehicle industry

Commercial Passenger Vehicles Victoria’s (CPVV) intelligence form can be used to provide information about activities affecting the commercial passenger vehicle industry. CPVV receives information about organisations or individuals who provide legal or illegal services. This information is recorded as intelligence by us.

When a person provides CPVV with feedback or intelligence about the commercial passenger vehicle industry, the information is captured and assessed by our Complaints Officers. CPVV respects the rights of a person whose preference is to provide information anonymously. Where the identity of the person who has provided the feedback or intelligence is known, they may be contacted accordingly.

Officers will record the information and may refer any intelligence to an appropriate department for further review. In some instances, additional information about the report may be required. On these occasions CPVV will, where possible, contact the provider of the intelligence before finalising the matter.

Because information provided as intelligence may form the basis for further compliance activities or prosecution, generally the person making the report will not be provided with the outcome of what occurred following them providing information.

To provide intelligence or a tipoff: click here

Serious matters

Serious crime

We work closely with other government agencies such as the Victoria Police. If a serious crime has occurred, you should contact Victoria Police in the first instance. In the event of an emergency, contact Victoria Police on 000.

If a complaint is made that relates to a serious crime, generally the Victoria Police will lead the investigation. You may also choose to report the matter to us, so that we are aware of the incident.

This allows us to act if appropriate, such as cancelling or suspending an industry participant’s accreditation or registration and future ability to work within the commercial passenger vehicle industry, if they pose a risk to the public. Some examples of issues which should first be reported to the Victoria Police include:

  • assault (including sexual assault)
  • theft
  • drink driving or drug use
  • road rage
  • vehicle accidents.

Civil matters

Although we can provide general advice you on the best course of action to take, we cannot resolve civil disputes or compensate customers for lost money or property. Any complaints relating to disputes relating to a fare or fee or being overcharged should be referred to the booking service provider (BSP) or vehicle owner in the first instance.

How to make a complaint

Please use our feedback and complaint form to make a complaint.

Feedback and complaints can also be submitted in writing, via email, telephone or using the National relay service.

Online form

Phone: 1800 638 802

Email: complaints@cpv.vic.gov.au

TYY / National relay Service:

133 677 (TTY/voice calls)

1300 555 727 (Speak and Listen)

0423 677 767 (SMS relay)

What happens when you make a formal complaint

  1. Your complaint will be acknowledged promptly.
  2. Your complaint will be investigated to identify the industry participant or entity concerned.
  3. We will take the most appropriate disciplinary action in relation to your complaint. This will be based on the information you provide us and the information we collect as part of our investigation. We will contact you if further information is required.
  4. If you are unhappy with the outcome of this process, or experience an undue delay in our response, you can ask for your complaint to be re-examined by the Manager of Industry Standards and Services at Commercial Passenger Vehicles Victoria (CPPV).
  5. At the end of this process, you may wish to contact Ombudsman Victoria if you are dissatisfied with the way that CPVV has managed your complaint.

Note: In the first instance, we encourage you to make any service related complaints known to the Booking Service Provider (BSP) or owner of that service. It is important to request reference number for your complaint and provide them with as much information about your concerns.

Should you feel that your complaint has not been managed correctly, you may choose to make an approach to the CPVV to review the complaints.

The types of complaints that we may refer to the BSP or owner to resolve include: failure to attend a booking, lateness and booking services, fare discrepancies, driver behavior.

All registered BSPs must have a complaints handling process. We regularly audit BSPs to ensure that their processes comply with legal requirements.

Protected disclosures

A protected disclosure is a complaint or a report about the conduct of public bodies or public officers that is considered 'improper conduct'. Public officers include members, officers and/or employees of Commercial Passenger Vehicles Victoria.

The Protected Disclosure Act 2012 (Vic) provides particular protections to people who make a protective disclosure. This process is commonly known as 'whistleblowing'. The purpose of these protections is to ensure that those making disclosures are not subject to detrimental action taken in reprisal against them.

For further information, please refer to: