The Victorian Taxi Directorate will only accept complaints regarding taxis and the taxi system in Victoria, in writing to ensure that all complaints are followed up by the watchdog. The directorate said that they can do more and follow-up a complaint if they have all the details in writing.
Since 2005, the number of complaints has trebled in Victoria. The main cause of customer complaints to the directorate is driver conduct, with the top reasons being unprofessional conduct, driving concerns, fare disagreements or claimed overcharging, and fare refusal.
Given that the state government has promised reform in this area, the opposition’s transport spokeswoman, Fiona Richardson, says this is not good enough saying that this is ”frustrating commuters with the classic ‘put it in writing’ fob-off is clearly not good enough”.
The state government has appointed former consumer watchdog Professor Allan Fels to conduct a review of Victoria’s taxi industry. The findings of the review are due to go to the government this year.
