Changes for On-demand Booking Services

As of Monday 1 April 2019, all individuals and/or businesses that take bookings for an on-demand trip from a customer and arrange a driver and vehicle to service that trip will be required to be authorised as an On-demand Booking Service (ODBS).

  What is a booking service?

An OBDS is:

  • A provider who takes or communicates passenger requests for an on-demand trip and connects the customer with a driver; or
  • A driver who makes arrangements directly with the passenger for an on-demand trip.

Some examples of booking services include:

  • ride-sourcing companies that take bookings via an app;
  • taxi dispatch services;
  • taxis doing rank or hail work or private bookings;
  • individuals or companies that take bookings for premium charter vehicles;
  • individuals or companies that takes bookings for bus charters;
  • limousine operators taking bookings for school balls or other occasions; and
  • tourism operators that offer bespoke tours (including regional areas) where the customer determines the itinerary and times.
ODT_FS_ODTReform_WhatisODBookingService.pdf icon What is an on-demand booking service? (Fact sheet) Kb

  New responsibilities (On-demand Booking Services)

Under the Transport (Road Passenger Services) Act 2018, booking services have defined responsibilities. Most of these are already a part of the current operating conditions for taxis, charter vehicle licences or Taxi Dispatch Services. Visit Responsibilities for authorised booking services for full details of these responsibilities.

Safety duties

The Transport (Road Passenger Services) Act 2018 (the Act) introduces a range of safety duties and safety standards for passenger transport services.

On-demand booking service providers must ensure the health and safety of their passengers and drivers. A chain of accountability framework establishes that booking services have an obligation to ensure they meet their safety duties. All drivers and vehicles they dispatch work to will need to meet the applicable safety standards outlined in the Act and associated regulations.

It is a condition of authorisation that booking services comply with these duties and standards, as well as keep records and provide data to Department of Transport (DoT) as specified in the regulations.

Regulations applying safety standards will be introduced in two stages:

  1. On Thursday 28 February 2019, Part 2 of the Act will commence with a requirement for all on-demand booking services to develop and maintain a Safety Management System.
  2. In mid-2019, further safety standards such as camera and vehicle signage requirements will be introduced to replace the existing requirements on taxi and charter vehicles specified in their licence operating conditions.

Record keeping

It will be a condition of the ODBS authorisation to keep certain prescribed records, which may be requested by the Department of Transport at any time. These include records related to individual on-demand jobs, as well as records of the names and details of drivers and vehicles.

Education and compliance

To assist booking services understand and meet their safety duties and safety standards, the Department of Transport will be carrying out audits. Prior to the initial audit, the ODBS will be offered an advisory visit where Department of Transport Education and Compliance Officers will answer any questions the ODBS has about its obligations and what to expect in the audit.

The Department of Transport has provided a suite of resources to assist booking services to meet their safety duties and safety standards. This can be viewed at Safety management for authorised booking services.

  New authorisation process

An ODBS authorisation will allow a booking service to operate state-wide and will be valid for 12 months.

Applications for authorisation can only be made online via DoTDirect.

To prepare for authorisation, please ensure your business has a DoTDirect account in the name of the legal entity you wish to operate under and that you prepare the required documentation.

Required documentation

During the application process you will be required to upload additional information in support of your application. This information will include:

  • Documented evidence confirming the structure of the entity you are making the application for (e.g. corporations require a recent company extract, partnerships require a partnership agreement and trusts require a trust deed);
  • Proof of identity and residency;
  • National Police Clearance (issued within the last three months); and
  • Statement of Authority for the Responsible Officer(s) who will represent the ODBS.

Visit Become an authorised on-demand booking service for full details about how to apply, including a detailed User Guide, how to get a DoTDirect account for your business and other resources to assist you to apply for authorisation.

Visit On-demand fees and charges for full details about booking service fees.

ODT_FS_ODTStd_CertificationDocumentsGuidelines.pdf icon On-demand Transport Standard: Certification of documents guidelines (Fact sheet) Kb
ODT_FS_ODTStd_POIRequirements.pdf icon On-demand Transport Standard: Proof of Identity requirements (Fact sheet) Kb
ODT_FS_WhatIsAResponsibleOfficer.pdf icon What is a responsible officer? (Fact sheet) Kb


Page last updated: Fri Mar 15 2019 2:41:30 PM