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Enquiry Type*

Category*

Complaint issue*

To lodge a complaint please select the issue then fill out the fields that appear below providing as much detail as possible. All of the fields with a red asterix need to be filled out before you can click on the ‘submit’ button to lodge your complaint. We will endeavour to address your issue within ten business days.

Fare query*

Vomit and Overcharged*

Wheelchair disabled complaint*

Driver Conduct / Service*

Faulty Equipment or Gross Taxi presentation*

Our company takes matters relating to passenger safety & security very seriously. Please provide the details of the incident by filling out the form below and we'll pursue the complaint as 'Inappropriate behaviour' and/or 'Misconduct'.

It is important to realise that the best chance of finding lost property in taxis, is generally within 24 hours of the item/s being left behind and where a customer has a receipt for a trip.
Although we make all reasonable efforts to help finding items left behind in taxis affiliated with our network, we cannot guarantee retrieval of lost property. Taxi drivers and taxi networks cannot be held responsible for items that are inadvertently left behind in a taxi.

First Name*

Last Name*

Phone*

Email*

Taxi Number/ Driver Number

Booking reference number

Pick-up date

Pick-up Time

Pick-up location

Drop-off location

Complaint*

Feedback*

Detailed description of lost item / Additional notes*

As off 19 May 2014, a new Taxi Fare Structure was implemented in Victoria. Taxi fares are now split into 3 separate rates which are: Day Rate (9am-5pm), Overnight Rate (5pm-9am) and Peak Rate (10pm-4am Friday & Saturday). Therefore, a trip between the exact 2 places using the exact same route can vary in cost.
A taxi fare can also comprise of several other charges known as Extras. These charges can include Tolls, Service Fees, Booking Fee, Airport Fee, etc.
To assist with a better understanding of Melbourne Taxi Fares, please click on the following link: http://www.taxi.vic.gov.au/passengers/taxi-passengers/taxi-fares
An estimate for your trip can be obtained by using the following link: http://www.taxi.vic.gov.au/passengers/taxi-passengers/taxi-fares/taxi-fare-estimator

Tolls Eftpos Surcharge Airport Bookings

A taxi fare may also include a charge for the use of Toll Roads such as Citylink and/or Eastlink. This is a charge in addition to the Metered Fare. For information on the current Toll Road charges, please click on the following link: http://www.taxi.vic.gov.au/passengers/taxi-passengers/taxi-fares#tolls

A service fee is applicable to all taxi fares paid using credit/debit cards and other non-cash payments. This fee is charged by the Eftpos payment provider and is not included in the Metered fare.
For more information of Eftpos Service Fee, please click on the following link:
http://www.taxi.vic.gov.au/passengers/taxi-passengers/taxi-fares#electronicpayments

Other charges that are applicable in Melbourne Taxis can include an Airport Fee, Booking Fee, etc. For more information on what these charges are and when they may be applied, please click on the following link: http://www.taxi.vic.gov.au/passengers/taxi-passengers/taxi-fares

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No Injuries or Deaths

Silver Top Taxi Service Pty Ltd does not own or operate taxis. All taxis are privately owned and may be insured with the taxi owner/operators preferred insurance company.

In the event of an accident, all parties MUST exchange details with all other parties involved at the scene of an accident. This includes yourself, the taxi driver, the taxi owner (if different from the driver), the driver of any other vehicles involved, the owners of other vehicles (if different from the driver/s) and witnesses, if present.

The type of information to exchange includes:
•Name/s
•Addresses
•Registration Numbers
•Contact Phone numbers
•Driver Licence Number

Once all details are exchanged, the incident should be reported to each party’s respective insurance companies for the appropriate follow up process to commence. Any injury occurring because of an accident should also be reported to TAC on 1300 654 329 or through their website www.tac.vic.gov.au/what-to-do-after-an-accident.

For privacy reasons, Silver Top cannot disclose the personal information of drivers / operators in the event of an accident.

After the accident, if the details weren’t exchanged, the accident should be reported to the nearest Police Station. Silver Top will assist Police with their enquiry as they are exempt from the Privacy Act.

If after the incident for any apparent reason details weren’t exchanged, the incident should be reported to the nearest Police Station immediately. It is advisable to report the incident to your insurance as well. Silver Top Taxi Service Pty Ltd does not own or operate taxis. All taxis are privately owned and may be insured with the taxi owner/operators preferred insurance company. Silver Top Taxi Service Pty Ltd, as we have on numerous occasions in the past, will help Police with information to assist with their follow-up process.

If still at the scene of the incident, call emergency services by dialling triple zero ‘000’ from any phone immediately. It is a free call. Following the initial contact with emergency services, such matters should also be reported to the TAC who can be contacted either by calling Phone: 1300 654 329 or by visiting their website by clicking the following link: https://www.tac.vic.gov.au/what-to-do-after-an-accident It is advisable to report the incident to your insurance provider as well. Silver Top Taxi Service Pty Ltd does not own or operate taxis. All taxis are privately owned and may be insured with the taxi owner/operators preferred insurance company.

Important - Please Read Silver Top Taxi Service Pty Ltd is a Network Service Provider (also known as a Taxi Booking Service) and our role is predominantly to provide Taxi booking dispatch services. Although we expect all our drivers to comply with the road rules and always be courteous on the road, we are not authorised to enforce the Road Safety Act (VIC) 1986 and Transport Act (VIC) 1983. Enforcement of these acts and all Traffic related offences can only be conducted by Victoria Police and other appropriate Law Enforcement agencies. We welcome your feedback as a valuable resource in our efforts to improve Quality of Service but are unable to review such matters further. Should you wish to provide us with feedback, then please fill in the details below.