Operating or owning a commercial passenger vehicle
Complaints and codes of conduct
Any person may make a complaint to the Department of Infrastructure, Planning and Logistics. The department may also forward a complaint to other organisations, for example, the police.
Under Northern Territory (NT) law, the department regulates the commercial passenger vehicle (CPV) industry including taxis, minibuses, private hire cars, limousines, buses, tourist vehicles and ridesharing vehicles.
The department's CPV compliance unit investigates incidents to identify potential breaches of the Commercial Passanger (Road) Transport Act 1991.
Potential offences may involve issues with driver conduct, vehicle safety or unlawful operation.
It does not generally include service delivery standards. Issues involving poor customer service should be taken up with the service provider in the first instance.
If you are not satisfied with the response from the service provider, the department may assist through a conciliation process.
If you consider the conduct of a person to be criminal in nature, you should report the matter directly to NT Police.
Codes of conduct
Codes of conduct are designed to advise drivers of their responsibilities and obligations to comply with legislation.
Codes of conduct are also available to the public to inform them of the minimum standard of service they can expect from the taxi, minibus, private hire car and ridesharing industries.
For more information read the Codes of conduct information bulletin .
Last updated: 17 February 2020
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