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 urcab. What we can investigate We can investigate urcab related complaints about organisations or individuals who work in the urcab as owner operator/driver. The types of issues you can complain to us about include:
- vehicle condition /vehicle safety
- multi Purpose Taxi Program fraud
- driver safety
- passenger safety
- disability related service matters
- concerns about commercial passenger vehicles
- illegal activity within the commercial passenger vehicle
When a person provides urcab with feedback or intelligence about the commercial passenger vehicle, the information is captured and assessed. URCAB 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. We 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 urcab 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.
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 driver registration and future ability to work within the urcab, if they pose a risk to the public. Some examples of issues which should first be reported to the Victoria Police include:
Although we can provide general advice to you on the best course of action to taken, 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 will be looked by the URCAB 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 Online form or email, . Email: admin@urcab.com.au
- assault (including sexual assault)
- theft
- drink driving or drug use
- road rage
- vehicle accidents
Civil matters
Although we can provide general advice to you on the best course of action to taken, 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 will be looked by the URCAB 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 Online form or email, . Email: admin@urcab.com.au
- Your complaint will be acknowledged promptly.
- Your complaint will be investigated to identify the industry participant or entity concerned.
- 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.
- 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).
- 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.
- 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.
Note: 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 acknoweldge at urcab include: failure to attend a booking, lateness and booking services, fare discrepancies, driver behavior.