Complaints

How to make a complaint

You can contact us in any of the following ways. Please include as much detail as possible — the date and approximate time of the trip, the pick-up and drop-off, and what you would like us to address.

• Email: roadravel1@gmail.com
• WhatsApp: +61 452 573 436
• Instagram direct message: @roadravel

How long we take to respond

• Acknowledgement: within 2 business days of receiving your complaint.
• Substantive written response: within 10 business days. If we need more time (for example, to speak with the driver involved or review trip records), we will keep you informed.

How we handle your complaint

When you make a complaint, we record the following information so we can investigate properly and meet our obligations under the Commercial Passenger Vehicle Industry Regulations 2018 (Schedule 1(2)):

• Date the complaint is received
• Nature of the complaint
• Your relationship to Roadravel (customer, driver, member of the public)
• Your name and contact details
• All actions we take in response, with dates and times
• The outcome of the complaint

We retain complaint records for at least 7 years.

The Director investigates the complaint, which may include speaking with the driver involved, reviewing the booking record, and any relevant vehicle records. If a safety risk is identified, we update our safety risk register and, if appropriate, our driver training, vehicle maintenance, or booking systems. If a complaint indicates a notifiable incident, we report it to Safe Transport Victoria within the 10-business-day statutory window.

If you are not satisfied with our response

You can also raise concerns directly with Safe Transport Victoria, the regulator of commercial passenger vehicles in Victoria:

• Phone: 1800 638 802
• Website: safetransport.vic.gov.au/support/complaints-and-reports/