Effective 13 September 2026

Complaints Handling Procedure

Change note (v3.0, 13 September 2026): clause 2.1 now describes the in-App routes that actually exist (the previous text named a "Report an Issue" button that neither App has); clause 4.1 publishes our response clocks in one table; clause 4.6 links complaints that reveal a data breach to the Data Breach Response Plan; clause 6 no longer describes an anonymous-report button that does not exist and instead explains how to raise a concern without giving your name; the opening paragraph and clause 9 record the regulation 62 and 63 requirements this Procedure satisfies.

13 — Complaints Handling Procedure

Effective Date: 13 September 2026 Joint controllers: OZ Ride Pty Ltd (ABN 52 694 735 487) and OOHAi Media Pty Ltd as trustee for the OOHAi Media Unit Trust (together, "we", "us", "our"). The relevant entity is identified per complaint type below. Governing law: Western Australia, Australia. Defined terms: Capitalised terms not defined here have the meaning given in 00 — Definitions.

This Procedure satisfies our APP 1.4 obligation under the Privacy Act 1988 (Cth) to maintain a clear process for handling enquiries, complaints, and access requests, and the on-demand transport complaints-resolution-procedure condition of the On-Demand Booking Service authorisation (#1012130) under regulation 62 of the Transport (Road Passenger Services) Regulations 2020 (WA) ("the Regulations"). That authorisation is held by OOHA Pty Ltd (trading as OOHAI), the principal booking service in its association arrangement with OZ Ride Pty Ltd, the associated booking service that actually operates the Rideshare Service and Taxi Service and that you contract and deal with (see clause 21.0 of the Driver Service Agreement for the full structure) — regulation 39(2) of the Regulations makes this condition OOHA Pty Ltd's responsibility as principal, and OZ Ride Pty Ltd prepares, operates, and administers this Procedure in practice. Regulation 62 requires a written procedure providing a simple process for a customer to complain about the booking service or the transport service, and investigation and resolution of the complaint within a period that is reasonable in the circumstances, and requires that procedure to be readily accessible to both customers and Drivers — this Procedure is written to satisfy that dual-audience requirement, not the Rider side alone. Regulation 63 additionally requires a record of each complaint and its resolution, kept for at least two years after the complaint is made; clause 9 of this Procedure addresses that requirement.

1. What constitutes a complaint

A complaint is an expression of dissatisfaction about our services that requires investigation and a substantive response. This includes:

  • Service issues — App malfunctions, booking errors, delays, or service-quality concerns;
  • Driver conduct — unprofessional behaviour, unsafe driving, or policy violations;
  • Fare disputes — incorrect charges, billing errors, or disputes about Trip costs;
  • Safety concerns — incidents affecting your safety or wellbeing during a Trip (route deviation, in-Trip emergency, post-Trip threats);
  • Account issues — problems with your account, payments, or personal information;
  • Privacy concerns — issues related to our handling of your Personal Information;
  • Accessibility concerns — refusal of service, failure to accommodate, or barriers to App use (see also Accessibility Statement);
  • Advertising concerns — issues relating to OOHAi Media advertising equipment in a Vehicle.

We distinguish complaints from feedback (suggestions or general observations). Feedback helps us improve but does not follow this formal process. Send feedback through the in-App feedback form or by email.

2. How to lodge a complaint

In the Rider App: Menu → Help. From there, Contact Support opens a direct support conversation with our team, and the same screen lists our support phone number.

In the Driver App: Settings → Help. From there you can open a support conversation, create a support ticket, or — where your complaint is about what you were paid for a particular Trip — file a dispute, which is the faster route for a fare or earnings question.

When you contact us about a specific Trip, please quote the date, time, and pick-up location of that Trip so we can identify it. This channel, together with the email addresses in clause 2.2 and the postal address in clause 2.3, is how we satisfy regulation 62's requirement that our complaints procedure be readily accessible to both Riders and Drivers.

2.2 Email

TopicAddress
General rideshare or taxi complaintsupport@oz-ride.com
Privacy or data complaintprivacy@oz-ride.com (rideshare) or privacy@oohai.com.au (advertising)
Accessibility complaintaccessibility@oz-ride.com
Advertising / Player Tablet complaintcomplaints@oohai.com.au
Driver Partner complaint about a Ridersupport@oz-ride.com
Advertiser complaintadvertisers@oohai.com.au

2.3 Mail

OZ Ride Pty Ltd, Complaints Officer, 224 Balcatta Road, Balcatta WA 6021. Mail addressed to OOHAi Media should be marked for the attention of the Privacy Officer at the same address.

3. Information to include

To help us investigate efficiently, please provide:

  • Trip ID or booking reference (if Trip-related);
  • Date and time of the incident;
  • Description — a clear and detailed account of the complaint;
  • Evidence — supporting documentation, screenshots, photos, or receipts;
  • Your contact details — so we can respond (unless you are submitting anonymously, see clause 8);
  • Desired outcome — what resolution you are seeking, if applicable.

4. Internal resolution process

4.1 Our clocks, and how they compare

StepOur clockRegulatory / benchmark reference
AcknowledgementWithin 24 hours of receipt, with a reference numberAhead of the 7-business-day acknowledgement benchmark in the DiDi Australia Driver Complaint Handling Policy (Feb 2021 version, an industry comparator, not a document we are bound by)
InvestigationWithin 7 Business Days—
Substantive responseWithin 14 Business Days of receipt (see clause 4.4)Matches the 14-business-day target-resolution benchmark in the same DiDi comparator document

We treat these clocks as the "reasonable period" required by regulation 62 of the Regulations for investigation and resolution of a complaint about the booking service or the transport service. Regulation 62 does not itself prescribe numeric clocks — the clocks above are our own commitment, and we publish them so you can hold us to a specific standard rather than an open-ended one.

4.2 Acknowledgement (within 24 hours)

We will acknowledge receipt of your complaint within 24 hours, with a reference number you can quote to track progress.

4.3 Investigation (within 7 Business Days)

Our Complaints team will investigate. Depending on the complaint, this may include reviewing Trip data, payment records, or audit logs; contacting the Driver or Rider on the other side of the matter; and reviewing any evidence you provided.

4.4 Substantive response (within 14 Business Days)

We will provide a substantive response within 14 Business Days of receipt. This may include refunds, account credits, action against a Driver or Rider, an apology, a process change, or other appropriate remedies. Where a complaint is genuinely complex (for example, it requires input from a third-party processor or a regulator), we will tell you within the 14 Business Days that we need more time, give you a revised timeframe, and explain why. Privacy complaints (under APP 12 / APP 13) follow the response timeframes in clause 9 of the Privacy Policy — 30 days from the request. A complaint that is, or that reveals, a suspected data breach is additionally handled under the Data Breach Response Plan — see clause 4.6 below.

4.5 Escalation within OZ Ride / OOHAi Media

If you are not satisfied with the substantive response, you may escalate within our organisation:

LevelWhoWhen
1Customer Support teamFirst contact for all complaints.
2Complaints ManagerWhere Level 1 cannot resolve. Independent review with additional investigation if required.
3Legal & Compliance teamFor complex, regulatory, or serious matters. Final internal determination.

4.6 Complaints that reveal a data breach

Where a complaint you raise under this Procedure turns out to be, or to reveal, a suspected data breach (for example, you tell us your account appears to have been accessed by someone else, or that Personal Information appears to have been exposed), we treat that report as triggering the Data Breach Response Plan in addition to — not instead of — this complaints process. The Data Breach Response Plan's 30-day assessment clock runs independently of the clocks in clause 4.1; you will still receive the acknowledgement and substantive response described above for the complaint itself.

5. External escalation options

If you remain dissatisfied after exhausting our internal process, you may pursue any of the following external options. The right one depends on the nature of the complaint.

5.1 Privacy

  • Office of the Australian Information Commissioner (OAIC) — for any complaint about our handling of Personal Information under the Privacy Act 1988 (Cth). oaic.gov.au, 1300 363 992.

5.2 Rideshare or taxi service

  • WA Department of Transport — On-Demand Transport — for complaints about the rideshare or taxi service. 1300 660 147. transport.wa.gov.au.

5.3 Consumer protection

  • Consumer Protection WA — for general consumer disputes regarding goods or services. commerce.wa.gov.au/consumer-protection.

5.4 Disability discrimination

  • Equal Opportunity Commission of Western Australia — for disability-discrimination complaints. (08) 9216 3900 or 1800 198 149. wa.gov.au/organisation/equal-opportunity-commission.
  • Australian Human Rights Commission — for federal disability-discrimination complaints. humanrights.gov.au, 1300 656 419.

5.5 Small-claims dispute

  • Magistrates Court of Western Australia (Minor Cases Division) — for civil disputes under $25,000. magistratescourt.wa.gov.au.

6. Anonymous complaints

For serious safety concerns you may contact us without giving your name: email support@oz-ride.com from an address that does not identify you, or call +61 468 155 643 and say that you do not wish to be identified. There is currently no separate anonymous-report button in the Rider App or the Driver App. We investigate anonymous reports, but our ability to follow up with you, provide updates, or offer individual remedies (such as a refund) is limited because we cannot verify your identity. Where you seek a personal resolution, please provide your contact details.

7. Bad-faith and frivolous complaints

We reserve the right to take action where complaints are submitted in bad faith. This includes repeated complaints that have been found to be without merit, complaints submitted with the intent to obtain unwarranted refunds or credits, abusive or threatening communications with our support team, and false allegations against Drivers, Riders, or other users. Consequences may include warnings, account suspension, or permanent deactivation.

8. Class actions and collective proceedings

This Procedure does not waive any consumer or statutory right you have under Australian law. Where the underlying contract (the Rider Terms of Service, Driver Service Agreement, or Advertiser Terms of Service) addresses dispute-resolution mechanics — including mediation, arbitration, or proceedings — those terms govern. Any provision in those documents that purports to waive a right that cannot be waived under Australian law is void to the extent of the inconsistency.

9. Privacy of complaint records

Records of your complaint are governed by the Privacy Policy and are retained for the period set out in clause 8 of that policy (Audit Logs — 7 years from event). This exceeds the minimum 2-year retention regulation 63 of the Regulations requires for complaint and resolution records.

10. Contact

  • OZ Ride Complaints: support@oz-ride.com
  • OOHAi Media Complaints: complaints@oohai.com.au
  • Address: 224 Balcatta Road, Balcatta WA 6021
  • Phone: +61 468 155 643 (WA business hours)

End of Complaints Handling Procedure.

This page is rendered from the single source of truth for this document — content/legal/ in the OZ Ride website repository — which is also the text served to the Driver App and Rider App. There is no second version. Material changes are notified at least 14 days in advance via in-app message and email per the relevant agreement.