CFA Member Consumer Action Law Centre (CALC) has described the current system for handling taxi complaints by the Victorian Taxi Directorate as inadequate, and suggested that complaints be handled by the Victorian Public Transport Ombudsman.
There has been a steady increase in formal complaints over recent times, however little information is available about how well those complaints have been resolved.
Currently complaints are handled by the Victoria Taxi Directorate (VTD), which also serves as the industry regulator. CALC is concerned that the VTD is not well placed to handle complaints as it is also the industry regulator and of necessity has a range of competing responsibilities.
CALC also points to the success of external dispute resolution arrangements in other industries, such as finance, telecommunications and utilities, including their ability to address systemic issues for a low cost.