Complaints & Safety Policy

Drivelo Pty Ltd | ABN 29 306 632 853 | 344 City Road, Southbank VIC 3006, Australia

Version 2.0 · Effective 5 May 2026 · Contact hello@drivelo.com.au

1. Purpose

This Policy explains how Drivelo Pty Ltd ("Drivelo") receives, assesses, investigates and responds to complaints, safety concerns, misconduct reports and incident notifications across all Australian states and territories.

2. Our commitment

Drivelo is committed to:

  • a fair, accessible and timely complaints process
  • child-safe practices consistent with the National Principles for Child Safe Organisations
  • compliance with Australian Consumer Law, Privacy Act 1988 (Cth), anti-discrimination and child-safety laws
  • transparent communication with complainants about progress and outcomes.

3. What can be reported

Reports may relate to:

  • unsafe instruction, dangerous driving or vehicle issues
  • harassment, discrimination, vilification or abuse
  • sexual misconduct, inappropriate contact, grooming or child-safety concerns
  • Instructor or Learner misconduct
  • payment or refund disputes
  • inaccurate listings or misleading conduct (including potential ACL breaches)
  • privacy concerns or potential data breaches
  • accidents, near-misses, or police contact
  • any other concern about Platform safety, fairness or integrity.

4. How to make a complaint or report

Complaints and safety reports may be made by:

  • email to support@drivelo.com.au
  • contact form on the Drivelo website
  • in-app support request
  • any other reporting channel published by Drivelo.

Reports should include as much detail as possible, including: date, time, booking reference, people involved, location, and any supporting documents, photos, screenshots or witness details. Anonymous reports will be accepted but may limit investigation.

5. Immediate safety risks

If there is an urgent safety risk, contact emergency services first by calling 000 (Triple Zero). If a child is at immediate risk of harm, also contact your state/territory child-protection service.

Drivelo may immediately suspend accounts, pause listings, block bookings or place payment holds while urgent safety concerns are assessed.

6. Complaint timeframes

Acknowledgement: within 2 business days of receipt.

Initial assessment: within 7 business days.

Substantive response: within 30 days, or sooner where reasonably practicable. Complex matters may take longer; we will keep you informed.

7. Investigation process

Drivelo may:

  • request statements, photos or documents from the parties
  • review messages, booking records, ratings and payment history
  • interview relevant parties separately
  • seek expert advice (legal, child-safety, road-safety)
  • contact relevant authorities or regulators where appropriate
  • make interim operational decisions (such as account holds) while the matter is under review.

Investigations will be conducted with procedural fairness — the person about whom a complaint is made will generally be told the substance of the allegation and given an opportunity to respond, except where doing so would compromise safety or a regulatory process.

8. Possible outcomes

Depending on the issue, outcomes may include:

  • no further action where evidence is insufficient
  • education, warning or written notice
  • required training, document refresh or corrective action
  • removal or moderation of content or reviews
  • credit, refund or rebooking under the Booking, Cancellation and Refund Policy
  • account suspension or termination
  • report to police, child-protection authorities, regulators (e.g. TfNSW, Safe Transport Victoria, TMR, ACCC, OAIC, AUSTRAC) or other agencies
  • referral to external dispute-resolution services (e.g. AFCA for payment disputes, state consumer-affairs agencies).

9. Mandatory reporting

Drivelo will report matters to authorities where required by law, including:

  • child-protection concerns to the relevant state/territory authority
  • eligible data breaches to the OAIC under the Notifiable Data Breaches scheme
  • suspicious financial activity to AUSTRAC where applicable
  • criminal matters to police.

10. No retaliation

Drivelo will not tolerate retaliation against any person who makes a complaint or report in good faith. Retaliatory conduct may itself result in account action.

11. Fairness and confidentiality

Drivelo will assess reports fairly and keep information confidential to the extent reasonably possible, subject to legal obligations, user safety, regulatory cooperation and the need to investigate properly.

12. External avenues

If you are not satisfied with Drivelo's response, you may also:

  • contact your state or territory consumer-affairs/fair-trading agency
  • contact the ACCC for ACL matters (accc.gov.au)
  • contact the OAIC for privacy matters (oaic.gov.au, 1300 363 992)
  • contact AFCA for financial-services or payment disputes (afca.org.au, 1800 931 678)
  • contact your state/territory road-transport regulator for licensing concerns
  • seek independent legal advice.

13. Record keeping

Drivelo retains complaint and incident records for legal, safety, audit, child-safety, compliance and dispute-resolution purposes, in accordance with the Privacy Act 1988 (Cth) and applicable retention rules.

See all Drivelo policies

Questions about any policy? Email hello@drivelo.com.au.

For urgent safety risks, call 000 (Triple Zero) first, then notify Drivelo.