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Complaints & Feedback

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If something goes wrong, we want to hear about it. Complaints help us put things right for you and improve the service for every passenger that follows. This page sets out how to reach us, what to expect, and how to escalate to an independent body if you are not satisfied with our response.

Raising a complaint will not affect your access to our service. We do not tolerate retaliation against anyone who makes a complaint in good faith. You can complain yourself, or have someone do it for you — a family member, carer, advocate, support worker, plan manager, support coordinator, or insurance case manager.

1. How to raise a concern

You can contact us in whichever way works best for you:

To help us resolve your concern quickly, please tell us, as far as you can:

2. Our complaint-handling principles

We handle complaints respectfully and in line with the NDIS Code of Conduct where applicable. Our principles are:

3. What we do when you complain

  1. Acknowledge — within 2 business days. We will confirm we have your complaint, give you a reference number, and tell you who is handling it.
  2. Investigate. We review trip records, GPS, dispatch logs, dash camera footage where relevant, and we speak with the driver and any team members involved. We may contact you for more information.
  3. Respond — within 21 calendar days. We will provide a written response setting out what we found, our decision, and any action we will take. If a complaint is complex and will take longer, we will tell you and give a revised timeframe with progress updates.
  4. Remedy. Where appropriate this may include an apology, a fare adjustment or refund, driver coaching, changes to our procedures, or other action proportionate to the issue.
  5. Review. If you are not satisfied with the response, you can ask for an internal review by a senior team member.

4. Safety incidents and urgent matters

If your complaint involves a safety incident, alleged mistreatment, or harm to a passenger, we treat it as urgent and escalate it to senior management on the day it is received. For NDIS participants, this includes reporting any incident that meets the criteria under the NDIS (Incident Management and Reportable Incidents) Rules 2018 to the NDIS Quality and Safeguards Commission within the required timeframes.

In an emergency, please call 000.

5. If you’re not satisfied with our response

You have the right to take your complaint to an independent body at any time, including before contacting us. The most relevant escalation paths are:

6. Confidentiality and privacy

Complaints are handled with discretion. We share information only with people who need to know to investigate, respond, or comply with the law. If your complaint involves an NDIS reportable incident or a regulator request, we may be required to share information with the relevant body. Our wider handling of personal information is described in our Privacy Policy.

7. Recordkeeping and continuous improvement

We keep a record of every complaint, the steps taken to resolve it, and the outcome. We review complaints data regularly to identify trends — such as a recurring driver, vehicle, route, or process issue — and act on them. Records are kept securely and only retained for as long as required under the Privacy Act and applicable transport, NDIS, and insurance regulations.

8. Compliments and suggestions

We welcome positive feedback as well. If a driver or team member has done something well, please let us know — we pass it on, and it shapes how we recognise and develop our team.

9. Contact details for complaints

For National Relay Service and alternative communication options, see our Accessibility Statement.