Dear Right to Information Officer,

I seek access under the Government Information (Public Access) Act 2009 (NSW) to information and datasets held by the Point to Point Transport Commissioner about passenger complaints and compliance actions across the point-to-point transport industry. This includes taxis, booking service providers such as Uber, Ola, DiDi and Bolt, and hire cars.
My aim is to better understand the types of complaints being made, the locations where they occur, the providers involved, and the outcomes of investigations and enforcement.
To help keep the request manageable, I am happy for the information to be provided in stages or in aggregated form where record-level information is not practicable.

1. Timeframe
Please cover the period 1 January 2024 to 30 September 2025.
If this is too broad, please provide data for calendar year 2024 first.

2. Complaint information
For each passenger complaint received (for example through the Taxi Fare Hotline, direct reports via operators, or through Transport for NSW), please provide:
• A unique reference number (with all personal details removed).
• The date the complaint was received.
• The date of the incident, if available.
• The provider type (Taxi Network, Rideshare, Hire Car).
• The provider name (for example, 13Cabs, GM Cabs, Uber, Ola, DiDi, Bolt).
• The service type (Rank and Hail Taxi, Booked Taxi, Booked Rideshare, Hire Car).
• The general location (for example, Sydney Airport domestic or international terminals, Sydney CBD taxi ranks, event precincts, other Sydney suburbs, or elsewhere in NSW).
• The issue reported (for example, overcharging, refusal of a short fare, meter not used, unsafe or reckless driving, smoking at ranks, illegal stopping/parking, poor vehicle condition, discrimination or harassment, assault, or other).
• The outcome of the investigation (substantiated, not substantiated, insufficient evidence, referred to operator, ongoing).
• Any remedy or action (refund, apology, driver warning, training, suspension, termination, none).
• Any regulatory action taken (warning, fine, prohibition, prosecution referral, disqualification).
• Whether the driver was noted as a repeat offender at the time.
If providing this level of detail is not practicable, please instead provide monthly counts of complaints broken down by:
• Provider name;
• Type of issue;
• Broad location;
• Outcome of investigation.

3. Compliance and enforcement
For the same period, please provide information about enforcement actions taken by the Commissioner, including:
• Fines or penalty notices issued (with offence type, date, provider name, and broad location).
• Prohibition notices or suspensions (with date, reason, provider name).
• Court prosecutions (with charges, outcome, penalty, provider name).
• Driver disqualifications under the “two strikes” rule since 6 December 2024 (with date, offence type, provider name).
If record-level information is not practicable, please provide quarterly totals broken down by provider and offence type.

4. Trip numbers (for context)
To put the complaints in context, please provide monthly totals of authorised passenger trips reported to the Commissioner, broken down by:
• Provider type (Taxi, Rideshare, Hire Car);
• Provider name;
• Service type (Rank and Hail Taxi, Booked Taxi, Booked Rideshare, Hire Car);
• Location cluster (Sydney Airport, Sydney CBD, other Sydney, rest of NSW).
If you do not hold trip numbers in this form, please provide a copy of the reporting requirements that operators must meet so that complaint rates can be estimated.

5. Supporting materials
• Any data dictionaries, code lists, or classification guides used to categorise complaints and enforcement actions.
• Any regular dashboards, summary reports or statistical tables produced for the Commissioner that cover complaints and enforcement during the period requested.

6. Exclusions
I am not seeking:
• Names or contact details of passengers or drivers.
• Free-text descriptions that could identify individuals.
• Exact GPS coordinates or times of day.
• Details of operational methods used in compliance operations.

7. Staged release
If processing the full scope would cause an unreasonable diversion of resources, please:
• Provide complaint and enforcement data in aggregated tables first (monthly or quarterly).
• Provide the data dictionaries and reporting requirements.
• Advise the cost or effort of producing record-level extracts, so I may refine or stage the request further.

Purpose
This request seeks to improve transparency around passenger safety and fairness across both taxis and rideshare services, and to help identify whether recent reforms are improving outcomes. The information will contribute to public confidence in safe and fair transport.
Thank you for your assistance. Please contact me if clarification would help reduce the scope or effort required.