Feedback and Complaints

Once you submit a complaint, feedback, or notifiable incident report, you will receive an email confirmation within one hour confirming that your submission has been received and lodged in our system.

We aim to address all submissions promptly and in line with the following timeframes:

• Notifiable Incidents: 10 business days
• Complaints: 10 business days
• Compliments, Feedback and Suggestions: 30 calendar days

If additional time is required to resolve, rectify, or respond to your submission, we will notify you as soon as possible, explain the reason for the delay, and provide an updated timeframe for our response.

We are committed to:

• Ensuring drivers can contact us easily and receive timely assistance
• Responding promptly to feedback and directing it to the appropriate team
• Handling all feedback and complaints fairly and impartially
• Evaluating evidence carefully before reaching conclusions
• Providing courteous, reasonable, and respectful customer service
• Managing complaints in a transparent and reasonable manner
• Providing a clear explanation of the outcome of a complaint or feedback, and explaining how that decision has been reached

1. Complaint received: Complaints can be submitted through multiple channels — including email, or our dedicated online complaint form.
2. Complaint recorded and prioritised: Each complaint is logged and prioritised based on seriousness, safety implications and impact.
3. Acknowledgement: You will receive confirmation that we have received your complaint, and a reference number for tracking.
4. Initial assessment: We review details, gather initial info, and determine whether urgent action or escalation is required.
5. Investigation: Our team collects relevant evidence, consults involved parties, and reviews policies.
6. Resolution proposed: We will communicate a proposed resolution (explanation, apology, corrective action, compensation or refund where appropriate).
7. Resolution acceptance: You’ll have the opportunity to review and provide feedback on the proposed resolution.
8. Complaint closed: When resolved to the satisfaction of both parties, the complaint will be recorded as complete.
9. Continuous improvement: We regularly review complaint data to identify trends and improve services and policies.

We ask that all drivers engage with our team courteously, reasonably, and respectfully.

Unacceptable Conduct

Unacceptable conduct includes behaviour that is violent, threatening, abusive or discriminatory, including abusive language, harassment, intimidation, threats to people or property, or repeated excessive communication. If this occurs we will inform you it is unacceptable, explain why, and may end the communication if it continues.

Unreasonable Conduct

Unreasonable conduct includes persistent/excessive contact, refusal to follow process, or making demands outside established procedures (e.g., repeatedly contacting us for updates after timeframes given). We will let you know if conduct is unreasonable and give you the opportunity to adjust your approach.

If the Conduct Continues

If unacceptable or unreasonable behaviour persists, we may place reasonable limits on contact (restrict to email, set specific times, or limit interaction duration) or, in serious ongoing cases, temporarily or permanently restrict access to the complaint-handling process or platform where necessary. These actions will be proportionate and lawful, and we will inform you if restrictions are applied.