2021-06-08

The complainant’s adult son has an acquired brain injury, experiences seizures and uses a wheelchair. The complainant advised she booked a wheelchair accessible taxi with the respondent taxi company to take her son to the local pool for hydrotherapy and bring him home afterwards. She alleges the taxi booked to bring her son home did not arrive, leaving him alone and wet at the pool carpark. 

On being advised of the complaint the respondent taxi service indicated a willingness to participate in conciliation to try to resolve the complaint. 

The complaint was resolved with an agreement that the taxi service write to the complainant and her son apologising for the incident and provide a direct contact point for future bookings. 

Apology - Private 

Revised terms and conditions