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Complaints and Feedback About Taxi Services

If you have any suggestions, compliments or complaints about your driver or your taxi trip, please:

• phone the Taxi Customer Feedback Management System on 1800 648 478
• or go to the Transport Infoline taxi service feedback page to submit comments via the Internet

You will need the taxi's number plate, or the driver's number, the taxi network, and the time and date of your journey.

Customer Feedback Management System for NSW Taxi Industry

A new centralised database known as the Customer Feedback Management System (CFMS) came into operation on 14 April 2003. The CFMS will manage feedback from taxi customers.

The new system has been developed to make it easier for customers to lodge a comment or complaint by streamlining the handling process, marking a major development in the industry.

The main benefit of the CFMS is that if a customer makes a complaint with a network, that person does not also need to call the regulator, the Ministry of Transport, or any other number.

Previously, all taxi networks and the Ministry of Transport had their own separate customer feedback systems.

The CFMS will record all feedback from customers - whether it comes via the taxi company, Transport Infoline or the Ministry's Transport Operations Division - and ensure that it is managed promptly and that any action taken is fair.

The database is a crucial tool for improving the services provided by networks, operators and drivers because it will increase the capacity of the Ministry to monitor the industry's performance and efficiently manage investigation of serious complaints.

The CFMS will be supported by an agreed set of industry guidelines, ensuring consistency of customer feedback handling among all taxi companies.

Initially the CFMS will be used by all the taxi companies in Sydney, with subsequent roll-out across all country taxi networks.

Strict privacy protocols have been incorporated into the design, and the CFMS has been designed to protect the privacy of the individual driver, operator and the customer.

The CFMS will enable the industry and the Ministry to track trends in customer feedback to assist them to benchmark and improve their customer service.

By listening to customers and taking action on their feedback we can help improve the taxi industry's service to the travelling public.