Share your thoughts, shape our service
If a trip went well, we would like to know who to thank. If something went wrong, we would rather hear it from you than not hear it at all — every complaint is read by a person, not filed away.
For anything urgent — an injury, a safety incident, or medication or keys left in a vehicle — call us on 1300 12 05 05 rather than using the form. The booking line is answered 24 hours a day and we can reach the driver straight away.
Tell us about your trip
The more detail the better — the date, where you were picked up and dropped off, the driver's name if you know it, and your booking number if you have one.
If we don't put it right
We would rather resolve it ourselves, but you are not stuck with us. You can take a complaint to the regulator at any time, and you do not need our permission to do it.
The regulator for commercial passenger vehicles in Victoria. Roll & Ride is a registered booking service provider (NSPA-A348909), and Safe Transport Victoria takes complaints about our service directly.
- 1800 638 802 — Mon to Fri, 8:30am–4:30pm
- contact@safetransport.vic.gov.au
- Submit a complaint online
- GPO Box 1716, Melbourne VIC 3001
If you are an NDIS participant, you can also complain to the NDIS Commission about any service funded through your plan. Using them costs nothing and interpreters are free.
- 1800 035 544
- TTY 133 677 · Interpreters 131 450
- Complain online
What helps us sort it out faster
- The date and rough time of the trip.
- Pickup and drop-off — suburb is enough if you don't remember the address.
- Your booking number, if you still have the confirmation.
- The driver's name or the vehicle type, if you noticed either.
- What you would like to happen — sometimes people want an apology, sometimes a refund, sometimes just for it not to happen again. Telling us saves a round of emails.
Feedback questions
How do I make a complaint about a trip?
Use the feedback form on this page, or call 1300 12 05 05 and ask to make a complaint. The more detail you can give us — the date, the pickup and drop-off, the driver's name if you know it, and your booking number if you have one — the faster we can work out what happened.
I left something in the vehicle. What should I do?
Choose 'Lost Property' on the form and tell us the date and time of the trip, where you were picked up and dropped off, and what the item is. If it is urgent — medication, keys, a phone, a wallet — call 1300 12 05 05 instead, because we can contact the driver straight away rather than waiting for the form to be read.
Can someone else complain on my behalf?
Yes. A family member, carer, support coordinator or advocate can submit the form for you. Put your name as the passenger and theirs as the contact, and tell us in the description who we should talk to.
What if I am not happy with how you handle it?
You can take it further. Roll & Ride is a booking service provider registered with Safe Transport Victoria, and you can complain to them directly about a commercial passenger vehicle service. NDIS participants can also complain to the NDIS Quality and Safeguards Commission. Both are listed on this page, and you do not need our permission to contact either of them.
Will complaining affect my future bookings?
No. Telling us something went wrong does not affect your ability to book with us, and it will not change how you are treated on the next trip.