Step 1 – Informal Resolution
- Parties are encouraged to first attempt direct communication through the Telride in-app messaging system or customer support.
- Many disputes, such as fare discrepancies or ride complaints, can often be resolved informally.
Step 2 – Formal Complaint Submission
- If informal resolution fails, parties may submit a formal complaint via Telride’s Customer Support portal or by email at
support@telride.com.au - The complaint must include:
- Full names and contact information of all parties involved,
- Details of the incident, including date, time, and location,
- Any supporting evidence (receipts, screenshots, photos).
Step 3 – Investigation
- Telride’s Dispute Resolution Team will review the submitted complaint and supporting documentation.
- The team may contact involved parties for additional information.
- Investigations will typically be completed within 10 business days.
Step 4 – Resolution and Outcome
- Telride will provide a written decision detailing the outcome of the dispute.
- Possible resolutions may include, but are not limited to:
- Refunds or fare adjustments,
- Warnings or penalties for policy violations,
- Suspension or termination of accounts for severe breaches.
Step 5 – Escalation
- If a party is unsatisfied with the outcome, they may request a secondary review by a senior manager within 5 business days of receiving the initial decision.
- Certain disputes may be subject to arbitration or legal proceedings as outlined in Telride’s Terms of Service.
