The Department of Transport and Major Infrastructure (DTMI) manages transport services and major infrastructure in Western Australia.
DTMI handles complaints about its own services, staff, communication, and processes, as well as reports of suspected unlawful or non-compliant activity in taxi, rideshare, and charter services. It does not handle general transport or customer service complaints.
What types of complaints can you make?
The DTMI complaint process only covers a limited range of issues. You can complain to DTMI about:
DTMI services, staff or processes:
- You were given incorrect information about a vehicle licensing issue.
- You were charged incorrectly and it was not resolved.
- You experienced poor customer service.
- You were treated disrespectfully when trying to resolve a transport issue.
- You encountered an accessibility barrier and DTMI staff would not assist you.
Unlawful or Non-Compliant Taxi and Rideshare Services: This includes concerns about
- Unauthorised drivers, vehicles or operators.
- Passenger or vehicle safety risks.
- Taxis touting for work.
- Suspected fraud.
- Unsatisfactory complaint handling.
DTMI does not handle complaints about:
- Poor service or fare disagreement in taxis, rideshares or charter services.
- Lost property
- Criminal offences such as physical or sexual assault –these matters be immediately reported to the police.
- Traffic offences should be reported to the police
Jurisdiction: DTMI has the authority to hear complaints under the law of Western Australia.
Time limits: There is no specified time limit for making a complaint, but you are encouraged to make complaints as soon as possible.
If your complaint is about a taxi or rideshare service, you must show that ten (10) working days have passed since you complained directly to the service without a response.
Discretion: DTMI has the discretion to decide to assess and respond to a complaint, or that no further action is required.
Who can you make a complaint against?
You may submit a complaint against:
- Department of Transport and Major Infrastructure (DTMI) itself including its staff, service centres, and website.
- Taxi and Rideshare Services including booking services, operators, and drivers.
Are you eligible to make a complaint?
Anyone who has used or been affected by DTMI services can lodge a complaint.
Any member of the public can report concerns about unsafe or unlawful activity in taxi, rideshare, or charter services.
You can submit a complaint on behalf of someone else, but consent may be needed.
What can this body do to help?
Possible outcomes include:
Explanation or correction: DTMI may provide an explanation, improve communication, correct a service issue, or take other appropriate action.
Service Improvement: DTMI will use your complaint to improve its services but may not be able to provide a personal resolution to your complaint.
Assessment: DTMI may assess your complaint about non-compliance and suspected breaches of passenger transport laws and, where appropriate, take further action.
Investigation and Infringement or prosecution: An investigation may lead to prosecution or enforcement action, but this does not guarantee a personal resolution to your complaint.
How to prepare your complaint:
When making a complaint, include as much clear information as possible.
Personal details: Include your name, phone number, and email address.
Details about the person or service you are complaining about:
- For DTMI Complaints: DTMI area, staff member, service centre, website, or process involved.
- For Taxi and Rideshare Service Complaints: Booking service, driver, vehicle registration if known, employer or business details.
Relevant Facts:
- Explain clearly what happened.
- Provide the date and location of the incident.
- Describe who was involved.
- Explain any action you have already taken to resolve the issues.
Evidence: Include any supporting documents including photos, screenshots, booking receipts, driver ID, vehicle registration information, invoices, and any correspondence
with the person, department, or business you are complaining about.
What NOT to include: DTMI will not respond to complaints or feedback containing inappropriate or anti-social comments.
Lodging your complaint and next steps:
The process for submitting your complaint will vary depending on the complaint type.
DTMI Complaints:
- Email: info@transport.wa.gov.au
- Phone: 13 11 56
- Fax: (08) 6551 6942
- Post: The Customer Feedback Coordinator, Department of Transport and Major Infrastructure, GPO Box C102, Perth WA 6839
Taxi and Rideshare Services Complaints: Reports of illegal or non-compliant activity should be reported via email or phone.
- Phone: 13 11 56
What happens next: For written correspondence, DTMI will confirm receipt as soon as possible and respond within 10 business days. You are not guaranteed further action or a formal written decision.
Other things to know: Please indicate if you require translation assistance or National Relay Service information.
More information:
Refer to the factsheet provided below for more information.
