Complaint Handling Policy
This Complaint Handling Policy (“this Policy”) is intended to serve as a guide to users of the TaTa app and platform (TaTa App) regarding handling of complaints.
1. About this policy
1.1 This Policy sets out our approach to managing complaints we receive in relation to the TaTa App. We are committed to treating complaints seriously and dealing with them promptly, fairly, genuinely and with respect for drivers and passengers. This Policy is intended to help to maintain a service standard and protect TaTa’s reputation, for the mutual benefit of both TaTa and all drivers, passengers and Users.
1.2 TaTa may from time to time revise and update this Policy. This Policy is published on our website and is available in our mobile applications. We encourage you to review this Policy regularly to ensure you are familiar with the current version.
2. Objective of the policy
2.1 We value our community and are committed to resolving complaints confidentially and as efficiently as possible. We also value feedback and complaints because they assist us to improve the TaTa App and the services provided by drivers.
2.2 This Policy aims to:
(a) manage complaints efficiently, fairly and with respect for privacy; and
(b) create a culture of learning from complaints that assists TaTa to improve the TaTa App, and assists drivers to improve the services that they provide through it.
3. Safety of passengers
3.1 Passenger safety is our priority. If you are a passenger and consider that there is an imminent threat to your safety or witness a breach of any law, regulation or rule, please contact the police and/or emergency medical services (as appropriate).
4. Our commitment
4.1 We are grateful if you take the time to let us know how you are feeling about your experience using the TaTa App. We take pride in our customer service and welcome feedback and the chance to improve. We know that there is the chance that things can go wrong but if you take the time to contact us about a complaint that you have, our aim is to manage and resolve your complaint efficiently, effectively, with respect and whilst maintaining your privacy in accordance with legal requirements.
5. How we meet our commitment
5.1 We will provide sufficient resources, including appropriately trained, qualified and supervised personnel, to enable us to manage complaints efficiently and effectively through documented systems and work procedures.
5.2 We will address each complaint in an independent, objective and unbiased manner, with a view to a fair and reasonable outcome while at all times respecting privacy.
5.3 We will provide an easily accessible complaints process and we will respond quickly to complaints in a professional, courteous and fair manner, aiming to resolve concerns as soon as possible.
5.4 We will keep users informed on the progress of their complaint until the matter is resolved.
5.5 We will record, monitor and review complaints in order to help identify any steps we can take for proactive improvement of the Taxi App and the services provided by drivers through it.
5.6 We will review this Policy regularly to ensure it meets drivers’, passengers’ and Users’ needs.
6. Complaints process
6.1 If you have feedback or a complaint about your experience using the TaTa App, please contact by filling the enquiry form on the website or send an email to…
6.2 We seek to acknowledge and resolve all complaints as promptly as possible. We will acknowledge your complaint within 7 business days.
6.3 We assess each complaint received to determine the most appropriate response and prioritise addressing complaints that we consider require urgent action.
6.4 Where possible, complaints will be resolved at the first point of contact. If we are unable to resolve your complaint immediately, we will provide you with a contact person and an estimated timeframe for resolving your complaint. We seek to resolve a majority of complaints within 14 business days after receiving it. However, for more complex complaints we will contact you to explain why the investigation requires more time to be resolved. We will keep a record of the investigation and the relevant circumstances and information surrounding your complaint.
6.5 At the conclusion of our investigation, we will contact you to explain our investigation and any responsive actions we have taken or intend to take. If we contact you by telephone, you may request a written summary of our investigation and our response during that discussion. If you are satisfied with our investigation and response, we will note your complaint as being resolved and close it in our system.
6.6 While we use our best endeavours to resolve all complaints directly, if we cannot resolve the complaint to your satisfaction after prudent escalation within our business, you may choose to make a complaint to a relevant industry regulator in your jurisdiction.