Had an issue with 13cabs? Get a real response.
13cabs is a taxi network across Australia. It offers customers multiple ways to submit a complaint, including via a phone call (13 2227) 24/7, through online complaints forms via their Help Centre, in-app messaging, written email (customer.care@13cabs.com.au), through social media, and in person at their depot.
Most complaints from customers are related to issues with being overcharged, no-shows or delays, concerns about the driver, issues with the vehicle, glitches with bookings, lost property, and safety concerns.
While there’s no set timeline on when or if 13cabs will get back to you, once you lodge your complaint, you should receive confirmation that they have received your submission with a member of their Customer Relations team investigating your issue, where they will keep you updated on the development of the issue via your preferred method of contact. If you aren’t happy with the outcome, or haven't heard back from them, there are many other options you can take to get your issue resolved.
It’s also important to document everything you can throughout the complaints process. Including reference numbers, names of customer service people you speak to, and evidence of the problem that occurred with your service. It helps keep all communications clear and keeps a paper trail for your own reference if you need it later on.
How to submit a complaint with 13cabs
Had a bad ride, got overcharged, or have an issue with your driver? Here’s how to file a 13cabs complaint fast:
Phone: Call 13 2227 (13cabs) anytime, 24/7. It’s the same number used for bookings. Ask to lodge a complaint and provide trip details (date, time, driver ID, etc.). This is great for urgent issues.
Online Form: Head to the 13cabs Help Centre and look for the feedback section. The complaint form takes just a few minutes to fill out.
Email: Send a detailed email to customer.care@13cabs.com.au. Include trip info and any attachments (e.g., receipts or screenshots). Good for when you need to document an issue.
In-App Feedback: After your ride, rate it in the 13cabs app. If you leave 1–2 stars, a comment box opens. Serious issues should still be reported via form or phone for faster attention.
Social Media: DM 13cabs on Facebook or X (@13cabs). They may respond and redirect your complaint to the right internal team. Keep personal trip info private in DMs.
In Person: You can also visit a 13cabs depot (e.g., Oakleigh HQ) for in-person support, which is mainly used for lost property or serious matters. But phone and online are faster for complaints.
Tip: Always include:
- Your trip date and time
- Driver or Taxi ID (if available)
- Pickup and drop-off locations
- Clear explanation of what went wrong
- Your preferred contact method
Once you complain:
- You’ll receive confirmation that your submission has been received (especially by email or form).
- Your complaint may be investigated by the 13cabs Customer Relations team, depending on the issue.
- They might contact you for more details.
- You may receive a follow up, but outcomes can vary.
13cabs can verify GPS data, fare charges, and driver details, but an outcome isn't always guaranteed. Some passengers report quick follow ups, while others get little response. If you don’t hear back, following up is recommended.
Common complaints against 13cabs
Here’s what riders most often report:
- Overcharges – meter not used, incorrect fare processed.
- No-shows or delays – cabs never arriving or showing up too late.
- Driver conduct – rudeness, unsafe driving, refusing service.
- Vehicle issues – unclean or poorly maintained cabs.
- Booking glitches – failed app dispatch or driver cancellations.
- Lost property – left behind items with unclear recovery process.
- Safety issues – serious concerns during the ride.
These issues are widespread across review platforms and forums. 13cabs may act on these, but the results vary.
13cabs complaints submitted through Ajust
I booked a ride with 13cabs, but the driver was aggressive and brake checked me with my toddlers in the car. I was terrified. I honked to avoid a crash, and instead of backing off, he escalated. I don’t feel safe on the road anymore, especially not with them. – Emma
I was in a confirmed 13cabs booking, and the driver just never showed. I missed a critical appointment and was left scrambling, without any communication or support. You expect better from a service that’s supposed to be reliable. – Marea
A 13cabs driver nearly hit two pedestrians, with one being a child. I caught it on dash cam. This wasn’t just poor driving, it was reckless and dangerous. I reported it, but I’m still waiting to see if anything will actually be done. - Aaron
A 13cabs driver pulled into my lane so fast I had to slam my brakes. Then he gestured and screamed at me through the window. It was threatening and completely unprofessional. I was shaking the whole way home. - Brooke
How other consumers 13cabs complaints got resolved
Overcharge Dispute: A rider emailed after being charged cash without the meter. 13cabs refunded the fare after reviewing the driver’s trip log.
Driver Misconduct: A passenger submitted a complaint about rude behaviour. They received a response stating the driver was “spoken to,” but there was no clear outcome.
No-Show Booking: One customer booked an airport ride that never came. They complained and were told it would be flagged for future dispatch. No official apology or compensation followed.
If you’re not satisfied:
- Follow up with your case number or email chain.
- Ask for escalation to a supervisor or the Quality Assurance team.
- Visit or call a depot, especially for lost property or unresolved safety issues.
- Document everything. If you escalate externally, your records matter.
- Flag serious issues clearly. For example: “Driver refused to use the meter and became aggressive.”
If the response is vague or unhelpful, you’re within your rights to take it further.
If 13cabs doesn’t resolve your issue:
- Taxi Regulators by State:
These regulators accept complaints about taxi safety, fare misconduct, or driver behaviour.
- Consumer Affairs/Fair Trading: For billing or service issues.
- Small claims/legal action: If you suffered loss and 13cabs refuses to resolve, you can file a complaint in your state’s civil tribunal.
- Advocacy or Media Exposure: Some riders have received attention by sharing serious issues on public forums or with consumer rights groups.
- Phone Support: 13 2227
- Email: customer.care@13cabs.com.au
- Online Complaint Form: 13cabs Help Centre
- Lost Property: 1300 008 604
- Head Office: 35 Downing Street, Oakleigh VIC
- Social Media: Facebook / X (@13cabs)
- Regulator Contacts:
- NSW: transport.nsw.gov.au
- VIC: cpvv.vic.gov.au
- QLD: qld.gov.au/transport
- NSW: transport.nsw.gov.au
13cabs Complaints FAQs
How do I make a complaint to 13cabs if I had a bad experience?
To make a complaint to 13cabs, you can call 13 2227, fill out their online form, email customer.care@13cabs.com.au, or use in-app or social media feedback. For urgent issues, phone is fastest. Always include trip details like date, time, driver ID, and what went wrong. This improves your chances of a meaningful response.
What should I expect after I submit a 13cabs complaint?
After submitting your complaint, you’ll usually receive an acknowledgment, and it may be reviewed by their Customer Relations team. Follow-ups can vary, with some passengers getting quick resolutions, and others hear nothing. If you haven’t heard back in a few days, it’s worth following up to keep your issue active.
FAQ - What are the most common problems passengers report with 13cabs?
The most reported issues include overcharges, rude or unsafe drivers, no-shows, dirty cars, failed bookings, and lost property. These complaints are common on review platforms, and while 13cabs sometimes resolves them, many riders still face delays or no clear outcome. That’s why documenting the issue clearly is key.
FAQ - What can I do if 13cabs doesn’t resolve my complaint?
If 13cabs ignores your complaint or you get no resolution, you can escalate through consumer help services like Ajust. Ajust helps consumers push for outcomes (money, fixes, or explanations) without the hassle of chasing businesses yourself. It’s faster, clearer, and built for everyday people who just want things fixed.
You’ve done your part, now it’s time to hold 13cabs accountable.
Take the final step and submit a complaint that gets seen and responded to.