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.
- Pay, working conditions, or contract terms complaints—find information about support and resources for personalised transport drivers or contact Fair Work Australia.
- Australian consumer and competition law or unfair contract terms for small businesses complaints—contact the Australian Competition and Consumer Commission (ACCC).
- Tax or superannuation issues between booking entities and drivers or employees—contact the Australian Taxation Office (ATO).
- Discrimination complaints—contact the Queensland or Australian Human Rights Commission.
- Workplace health and safety issues—contact WorkSafe Queensland.
- Issues related to transport legislation—use the Department of Transport and Main Roads complaint form or call 13 12 30.
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
Also consider...
- Learn more about driver conditions in the personalised transport industry.
- Read more about resolving business disputes.