Taxi complaints

If you are unhappy with your taxi driver or the service provided, please contact the taxi company directly. Taxi companies must follow a formal complaints process which is monitored by the Department as follows:

  Making a complaint about taxi services

If the taxi service you experienced was not acceptable and you wish to make a complaint, the taxi industry encourages you to do so.

Your complaint will be investigated and action taken to prevent the problem happening again. Complaints can be made about taxi companies and/or drivers.

  How do I make a taxi complaint?

Country taxi operators

If your complaint is about a Country Taxi Operator, please complete the general feedback, compliments and complaints form.

Metropolitan taxi operators

If your complaint is about a metropolitan taxi operator, please refer to the table below and contact the associated dispatch service, in the first instance. If you are unhappy with their response, please escalate your complaint to the Department of Transport (see 'Escalating a taxi complaint' section).

Taxi dispatch services and lost property contacts

Company name Dispatch service Dispatch number Postal address Email Lost property contacts
13Cabs Swan Taxis (08) 9422 2222
13 13 30
7 Harvey Street, Victoria Park WA 6100 Email Email
(08) 9422 2214
13ecab Black and White Cabs 133 222 1/33 Frederick St, Belmont WA 6104, or
PO Box 184 Belmont WA 6984
Email 13 32 22
13LCAB Black and White Cabs 135 222 1/33 Frederick St, Belmont WA 6104, or
PO Box 184, Belmont WA 6984
Email 13 52 22
Black and White Cabs Black and White Cabs 131 008 1/33 Frederick St, Belmont WA 6104, or
PO Box 184 Belmont WA 6984
Email 13 10 08
Carlisle Cabs Carlisle Cabs 0411 787 251
0404 058 872
1/1 Waverley Street Dianella WA 6059 Email  
Coastal Cabs Swan Taxis (08) 9422 2222
13 13 30
7 Harvey Street, Victoria Park WA 6100 Email Email
(08) 9422 2214
Easy Access Perth Swan Taxis (08) 9422 2222
(08) 9422 2240
13 13 30
7 Harvey Street, Victoria Park WA 6100 Email Email
(08) 9422 2214
Ingogo Ingogo Smartphone App   Email 1300 00 8294
Maxi Cabs (wheelchairs) Black and White Cabs 133 222 1/33 Frederick St, Belmont WA 6104, or
PO Box 184 Belmont WA 6984
Email 13 32 22
Rainbow taxis Rainbow taxis (08) 9527 2744 5 Fountain Court, Safety Bay WA 6169    
Silver Service Swan Taxis (08) 9422 2222
13 13 30
7 Harvey Street, Victoria Park WA 6100 Email Email
(08) 9422 2214
Swan Taxis Swan Taxis (08) 9422 2222
13 13 30
7 Harvey Street, Victoria Park WA 6100 Email Email
(08) 9422 2214
Tricolor Swan Taxis (08) 9422 2222
13 13 30
7 Harvey Street, Victoria Park WA 6100 Email Email
(08) 9422 2214
WA Cabs WA Cabs 1300 922 227 1/1B Katoomba Place, Belmont WA 6104   1300 922 227
West Coast Cabs West Coast Cabs 0468 422 890 32 Redcliffe Road, Redcliffe WA 6104    
White Eagle White Eagle (08) 9356 5303
0412 403 441
36 Simons Way, Langford WA 6147    
Yellow Cab Swan Taxis (08) 9422 2222
13 13 30
7 Harvey Street, Victoria Park WA 6100 Email Email
(08) 9422 2214

  Escalating a taxi complaint - All regions

If your complaint is of a very serious nature, or you are not happy with the handling of your complaint by a taxi company, please complete the general feedback, compliments and complaints form.

  Department of Transport taxi complaint process

What is a Complaint?

We can help with:

  • Complaints against drivers, passengers or operators in the On-demand industry if they relate to possible offences under one of the pieces of relevant legislation

We cannot help with:

  • Criminal offences. DoT (On-demand Transport) will assist with police investigations, however, these must be reported to WA Police.
  • Complaints that are not covered by legislation we administer such as lost property or your taxi not attending. These should be referred to the taxi or omnibus company.
  • Complaints against DoT itself. If you want to make a complaint against a DoT staff member please go to the DoT feedback and complaints page.

How are investigations conducted?

  • Each complaint is assigned to an officer.
  • The officer will look to collect as much intelligence as is reasonable to determine if an offence has been committed. This can include taking witness statements, camera downloads and transaction records.
  • The time for an investigation will vary depending on the complexity but most are resolved within 5 working days.
  • Both the complainant and the subject of investigations will be updated on the progress of the investigation during the investigations and once it is completed.

How are complaints resolved?

Once the investigation is complete the investigating officer will decide if the offence is proven or not proven. In both cases the complainant and the subject of the investigation will advised of the outcome

Proven

If proven the officer will decide on appropriate enforcement action. This can vary from a formal caution to prosecution and revocation of a driver or vehicle licence. The circumstances of the offence, the offender's history and the nature of the offence are all considered when deciding what action to take.

Not proven

If no offence is proven (there is not enough evidence) no action will be taken. A record of the complaint investigation and the outcome will be recorded against the person or companies record.

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Page last updated: Thu Feb 9 2017 11:08:21 AM