Apply for personalised transport complaint mediation
Part of the Mediation topic
Apply for mediation to help resolve a dispute about a taxi or booked hire service.
On this page
In short
You can use this service to resolve a dispute about a taxi or booked hire service without going to court.
You must submit your completed application online. See How to apply for personalised transport complaint mediation for the full application process.
What you should know
This service is for disputes about taxis and booked hire vehicles up to 12 seats.
It involves attending a structured meeting where both sides talk through the issue in confidence with a trained mediator. It can help you reach an agreement in a simpler and more flexible way than going to court.
Mediation is free for the personalised transport industry.
Before you apply for mediation you must try to resolve the issue directly.
Read the guide to resolving disputes in the personalised transport industry, which will help you:
- attempt to resolve your dispute by yourself
- decide how to progress your dispute if it's not resolved quickly
- understand whether mediation is likely to benefit you
- prepare for a potential mediation session.
Complete the workbook in the guide before you apply. It shows that your issue is suitable for mediation and that you're ready to take part. It also helps you understand:
- your point of view
- the other party's point of view
- what outcomes are realistic or possible.
Who can use this service
You can use this service if you are a:
- customer of a taxi or booked hire service
- driver or service provider
- business in the personalised transport industry.
Don't use this service if:
- the issue involves illegal behaviour such as assault, harassment, theft, dangerous driving or drink driving
Instead, contact the Queensland Police Service immediately, or as soon as you can after the incident. - you have not tried to resolve the issue first
Instead, contact the other party and the relevant regulator about the matter.
How to apply for personalised transport complaint mediation
Follow these steps to apply for mediation.
Step 1: Gather information
You need to:
- gather evidence of your attempts to resolve the issue
- have the contact details of the other party.
Step 2: Complete the online form
Complete the online application form.
Step 2: Assessment and contact
Once your application is received, staff will assess if the matter is suitable for mediation. If it is, they'll contact you with a time for both sides to begin mediation.
How long it takes
The time the mediation process takes varies on the complexity of the issue and when both parties are available.
How much it costs
There is usually a fee for this service. Contact your local Dispute Resolution Centre for details.