Effective 2026-05-01
Complaints Handling Procedure
slug: complaints-handling title: Complaints Handling Procedure documentType: complaints_process version: "2.0" appContext: platform requiredForRole: "none" displayOrder: 13 mustAcceptToUse: false effectiveDate: 2026-05-01 jurisdiction: WA summary: | How to lodge a complaint with OZ Ride or OOHAi Media, what to expect during the resolution process, and your options for external escalation.
13 — Complaints Handling Procedure
Effective Date: 1 May 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 equivalent on-demand transport complaints obligations under the Transport (Road Passenger Services) Act 2018 (WA).
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
2.1 In-App help centre (preferred for Trip-related complaints)
Open the Rider App or Driver App → Menu → Help → Report an Issue. The App pre-fills relevant Trip information so we can investigate quickly.
2.2 Email
| Topic | Address |
|---|---|
| General rideshare or taxi complaint | support@oz-ride.com |
| Privacy or data complaint | privacy@oz-ride.com (rideshare) or privacy@oohai.com.au (advertising) |
| Accessibility complaint | accessibility@oz-ride.com |
| Advertising / Player Tablet complaint | complaints@oohai.com.au |
| Driver Partner complaint about a Rider | support@oz-ride.com |
| Advertiser complaint | advertisers@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 Acknowledgement (within 24 hours)
We will acknowledge receipt of your complaint within 24 hours, with a reference number you can quote to track progress.
4.2 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.
4.3 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. Privacy complaints (under APP 12 / APP 13) follow the response timeframes in clause 9 of the Privacy Policy — 30 days from the request.
4.4 Escalation within OZ Ride / OOHAi Media
If you are not satisfied with the substantive response, you may escalate within our organisation:
| Level | Who | When |
|---|---|---|
| 1 | Customer Support team | First contact for all complaints. |
| 2 | Complaints Manager | Where Level 1 cannot resolve. Independent review with additional investigation if required. |
| 3 | Legal & Compliance team | For complex, regulatory, or serious matters. Final internal determination. |
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 submit an anonymous report through the App: Help → Safety → Report a Safety Concern → "Submit Anonymously". 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).
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)
11. Related documents
- Privacy Policy
- Rider Terms of Service
- Driver Service Agreement
- Advertiser Terms of Service
- Acceptable Use Policy
- Accessibility Statement
- Computer Vision Privacy Disclosure
End of Complaints Handling Procedure.