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Driver and rider trainers

Find out how to become an accredited driver and rider trainer

Complaints procedures

Accredited driver trainers are encouraged to have a documented complaints management procedure. The driver trainer should advise the learner driver before, or at the commencement of, the first driving lesson that a complaint management procedure is in place. Information about the complaint management procedure should also be made available to family members or a guardian of the learner driver if requested.

All complaints received should be documented and maintained until finalised then stored.

For complaints relating to the quality of training or the conduct of a driver trainer

The learner driver should direct their complaint to the driver trainer or their employer in the first instance. Where a resolution is not reached or is not satisfactory, learner drivers may direct their complaint to TMR. 

For complaints relating to criminal conduct

Complaints relating to conduct of a criminal nature (such as assault) should be reported to the Queensland Police Service.

For complaints relating to discrimination

Complaints relating to discrimination should be referred to the Queensland Human Rights Commission or the Australian Human Rights Commission.

For complaints relating to fees charged for a lesson

Complaints about fees charged for lessons should be directed to the driver trainer or their employer in the first instance. Where a resolution is not reached or is not satisfactory, a learner driver may direct their complaint to the Office of Fair Trading (the Department of Justice and Attorney-General).

A copy of documents relating to the investigation process and outcome of the complaint should be made available to the learner driver, family members or a guardian of the learner driver.     

Driver Trainer News

The Driver Trainer News emails are shared with accredited driver and rider trainers and the driver training industry regularly. The news shares information and updates about:

  • upcoming road safety campaigns and initiatives
  • changes to legislation and policy
  • existing policies and procedures 
  • matters raised by industry members.
     

If you are an industry member and would like to suggest a topic to include in the Driver Trainer News please contact:

  1. the Industry Accreditation and Licensing team at ILU@tmr.qld.gov.au
  2. the Australian Driver Trainers' Association (Queensland) 
  3. the Independent Driving Instructors' Guild 
  4. your local customer service centre. 
Last updated
19 July 2021