Driver safety and rights
Refusal of service to a passenger
Drivers also have certain rights, which at times may result in a service being refused to passengers.
Reasons a driver can refuse a passenger
The driver can refuse a passenger if:
- There is a possibility that the vehicle may be soiled.
- The passenger is abusive or aggressive.
- The passenger is under the influence of alcohol or drugs, to such an extent that he or she is likely to soil the vehicle, become abusive or aggressive.
- The driver has reasonable grounds to believe the passenger will evade or attempt to evade the payment of a fare.
- The driver requires the passenger to pay a deposit, and the passenger does not pay it.
- The passenger smokes inside the vehicle.
Leaving the vehicle
When requested to leave a vehicle by the driver, all passengers should do so respectfully and report any concerns directly with the booking services or app used to make the booking.
In the event the vehicle is soiled or damaged by a passenger, the driver has the right to issue fees for cleaning and/or damages.
Rights of appeal
The Department of Transport is committed to fairness and transparency.
As an on-demand transport operator you may from time to time be subject to decisions by Departmental staff that you disagree with.
You are entitled to have a decision reviewed or appealed. This may include a decision to issue an infringement or cancel a driver's licence.
For further assistance, please contact the Department of Transport's On-demand Transport.