We can investigate industry-related complaints involving organisations or individuals operating within the marine, commercial passenger vehicle, private bus, or driving instructor sectors.
Safe Transport Victoria (ST Vic) is committed to being accessible, fair and responsive when dealing with the public and resolving complaints.
We believe everyone has the right to make a complaint and to be treated with dignity and respect. In turn, our staff have the right to work in a safe environment, free from unreasonable behaviour.
Investigations
1. Safety incidents concerning vessels, buses, commercial passenger vehicles, or driving instructors.
2. Unregistered vessels, buses, or commercial passenger vehicles.
3. Persons lacking the required accreditation in the marine, bus, and commercial passenger vehicle industries.
4. Unregistered booking service providers.
5. Complaints related to booking service providers when you believe your complaint has not been adequately addressed.
6. Vehicle condition issues.
7. Reports of illegal activities.
8. Unbooked commercial passenger vehicle drivers failing to use the taxi meter.
9. Privacy-related complaints.
10. Incidents of fraud within the Multi Purpose Taxi Program.
11. Discrimination against individuals using mobility aids or assistance animals.
For complaints specifically regarding commercial passenger vehicle services or fares, we recommend reaching out to the Booking Service Provider or the service owner.
In cases of a serious crime, your initial point of contact should be Victoria Police. In emergencies, please dial 000 for immediate assistance.
Typically, when a complaint of this nature is received, Victoria Police will lead the investigation. However, you also have the option to report the incident to us, ensuring we are informed.
This approach enables us to take appropriate action, which may include canceling or suspending an industry participant’s accreditation or registration, thereby limiting their future involvement in that industry if they are deemed a public risk.
Instances that should be initially reported to Victoria Police encompass:
- Assault (including sexual assault)
- Theft
- Incidents involving drink driving or drug use
- Road rage
- Vehicle accidents
Although we can provide general advice 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 a fare or fee or being overcharged should be referred to the booking service provider (BSP) or vehicle owner in the first instance.
Complaints handling
- Your complaint will be promptly acknowledged.
- We will conduct a thorough investigation to identify the involved industry participant or entity.
- Based on the information you provide and our investigation findings, we will take appropriate disciplinary action. We will reach out to you if additional information is necessary.
- If you are unsatisfied with the resolution or experience undue delays, you have the option to request a re-examination of your complaint by us.
- At the conclusion of this process, if you remain dissatisfied with our handling of your complaint, you may consider reaching out to the Ombudsman.
Please note that as a first step, we encourage you to address service-related complaints with the booking service provider (BSP) or the service owner. It is essential to request a reference number for your complaint and provide comprehensive information regarding your concerns.
The types of complaints we may refer include issues such as failure to attend a booking, lateness, discrepancies in booking services, fare disputes, and driver behavior. All registered BSPs are required to have a complaints handling process, and we regularly audit them to ensure compliance with legal requirements.
A protected disclosure refers to a complaint or report concerning the behavior of public bodies or public officers, characterised as “improper conduct.”
Public officers encompass individuals who are members, officers, or employees of Safe Transport Victoria.
The Protected Disclosure Act of 2012 (Victoria) offers specific safeguards to individuals making protected disclosures. This procedure is commonly referred to as “whistleblowing.”
The primary objective of these protections is to safeguard whistleblowers from adverse actions taken in retaliation against them for their disclosures.
While most people who contact us act reasonably, sometimes a person’s behaviour can become challenging or place unreasonable demands on staff or systems.
Conduct may be considered unreasonable when it takes up too much time or resources, or puts the health, safety or wellbeing of our staff at risk.
Examples include:
- Repeating the same complaint after a final decision has been made
- Making excessive or unrealistic demands, or using threatening or abusive language
- Refusing to cooperate with the complaints process
When this happens, ST Vic may need to change the way we communicate with that person. This could include:
- Limiting contact to one staff member
- Restricting how often, or in what way, contact can occur
- Holding meetings only in secure areas or in writing
Any decision to limit or restrict someone’s contact with ST Vic will be made carefully and fairly, and in line with ST Vic’s legal obligations, including under the Victorian Charter of Human Rights and Responsibilities Act 2006 and the Equal Opportunity Act 2010.
If a person has limits placed on how they can contact us, they can ask for that decision to be reviewed by a senior staff member.
Unreasonable complaints will be managed in line with the Australian Standard 10002:2022 Guidelines for complaint management in organisations.