Personalised transport complaints for industry stakeholders

This page is for drivers, operators, licence holders, booking entities and others involved in the personalised transport industry.

If you have a complaint about personalised transport, we recommend first trying to resolve the issue directly with the relevant party. Depending on your role, this might be your booking company, operator or a driver, or someone else.

Assistance

If you can't resolve your issue directly, try contacting the appropriate regulatory agency for assistance.

Dispute resolution

If you can't resolve your issue directly and have tried the appropriate regulatory agency, you have 2 options: mediation or legal action.

Mediation

Mediation is a structured meeting to discuss and negotiate your dispute. It's confidential, can help maintain business relationships, and usually saves time and money compared to going to court. If both parties agree, the outcome can become a binding contract.

Our guide to dispute resolution in the personalised transport industry will help you:

  • resolve your dispute yourself
  • decide how to move forward with your dispute
  • understand if mediation can help you
  • prepare for mediation.

Personalised transport mediation services

For complaints covered by Queensland’s transport regulations, free personalised transport complaint mediation can be arranged through the Department of Justice’s Dispute Resolution Branch. To apply, first complete the mediation workbook to see if your issue is suitable for mediation.

The Taxi Council of Queensland also offers dispute resolution and mediation support for the taxi industry.

Other resources include the Australian Government's guidance on how to prevent, manage and resolve disputes, and the Australian Small Business and Family Enterprise Ombudsman.

Legal options

If mediation doesn't work, you can lodge a dispute with the Queensland Civil and Administrative Tribunal (QCAT) or hire a private lawyer. QCAT is a legally binding tribunal that often includes a mediation phase and is intended to be a low-cost way to settle minor legal matters

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