COVID-19: Updates on Department of Transport services

Driver safety and rights

Your safety and rights as a driver are very important. Find out how to protect yourself and passengers, and your options regarding accepting trips.

  Refusal of service to a passenger

Drivers have certain rights, which can 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.

Individual booking services may have their own rules or policies around refusing passengers.

Leaving the vehicle

When requested to leave a vehicle by the driver, passengers should do so respectfully and report any concerns directly with the booking services or app used to make the booking.

Soiled vehicle

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. Individual booking services may have their own policies around cleaning fees – we encourage you to contact the booking service directly for any queries.

  Rights of appeal

The Department of Transport is committed to fairness and transparency.

As a passenger 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.

  Fare evasion

When a passenger leaves the vehicle without paying, drivers should report the fare evasion to their booking service.

Department of Transport does not investigate fare evasions.

Information on your options for recovery of the unpaid fare as a debt can be obtained through the Magistrate's Court of Western Australia - Civil Matters or via phone (08) 9425 2222.


You have the right to request and receive payment of the estimated fare in advance and can refuse passengers who refuse to pay.

Opens in a new window Magistrates Court of Western Australia: Civil Matters

  Education and compliance for drivers

Drivers in the passenger transport industry may be subject to DoT compliance checks. Visit the Education and Compliance page to find out more about compliance checks and procedures.

  Make a complaint

Please refer to the Feedback and complaints page for types of complaints and how to lodge them.

  COVID-19: Health and safety for passenger transport operators

We know there is a lot of industry concern about drivers’ health and safety during the current COVID-19 pandemic.

Key advice includes:

  • You do not need to wear a mask if you are healthy.
  • Vehicles must be cleaned at the end of the shift, or more frequently if required, to maintain good hygiene.
  • In the event of a passenger spreading droplets (such as sneezing, coughing or vomiting), clean surfaces with appropriate disinfectant wipes so that the potential spread of infection can be minimised.
  • Passengers should sit in the back seat of the vehicle if possible.
  • The air-conditioning/heating setting should be set to external airflow, instead of recycled.

Additionally, drivers should follow the advice of their booking service. Booking services should update their Safety Management Systems to ensure they have the necessary steps in place to minimise risk to drivers and passengers.

For the latest information about coronavirus (COVID-19) visit the WA Government's COVID-19 (coronavirus) website.

Social distancing in on-demand transport 

Social distancing is integral to help limit the risk of COVID-19 coronavirus spreading throughout the community.  

The state and federal governments urge everyone to adhere to social distancing measures, including: 

  • reducing all public gatherings, excluding household members, to a maximum of 10 people 
  • minimising all unnecessary contact with others 
  • keeping 1.5 metres away from others. 

While exempt from social distancing rules, booking services have a legislated responsibility to ensure the health and safety of drivers and passengers and may enforce different protocols to do this during this time. 

External Link WA Government COVID-19 (coronavirus) website


Page last updated: Fri May 29 2020 2:37:14 PM