Safety management for authorised booking services

A critical part of meeting safety requirements for a booking service is developing and using a Safety Management System, customised to your business.

  About Safety Management Systems

A Safety Management System is a set of policies, procedures and plans that systematically manage health and safety by identifying safety risks and putting in place steps to mitigate them.

A Safety Management System must:

  • be in writing and readily accessible by people who need to use it;
  • include a hazard/risk register that identifies reasonably foreseeable hazards;
  • include procedures to eliminate or minimise the hazards/risks identified; and
  • be regularly reviewed and updated.

The size and nature of authorised booking services can vary from a sole operator with one vehicle to a corporation that dispatches work to a large number of vehicles. This will determine how much detail a safety management system contains.

There are many helpful resources online to assist booking services understand and develop a suitable Safety Management System.

The Australia Maritime Safety Authority website below provides templates which can be adapted to an on-demand transport context.

The NSW Roads and Maritime Services ’Safety Management System Guidelines’ provides useful content and resources, particularly for bus operators.

External Link Australia Maritime Safety Authority: safety management system templates
External Link NSW Roads and Maritime Services: BOAS Safety Management System Guidelines - Appendix 5

  Driver and Vehicle Industry Dashboard

Authorised booking services can access the Driver and Vehicle Industry Dashboard (DVID) to check the licence, registration and authorisation status of their drivers and vehicles.

The dashboard is accessible through the booking service’s DoTDirect account.

To access the DVID, users must adhere to the terms and conditions - these relate to confidentiality and usage of the information contained in the dashboard. Failure to comply with the terms and conditions may attract fines of up to $12,000 or up to 12 months imprisonment.

The DVID is only accessible to authorised booking services - private individuals or unauthorised booking services do not have access to the DVID.

A detailed User Guide on how to use and access the DVID is available below.

Adding vehicles or drivers

Authorised booking services can add or delete vehicles or drivers on a single-entry basis or by uploading a CSV file (excel spreadsheet) containing multiple details.

The CSV file must be properly formatted. The templates below are provided to assist with adding and deleting multiple drivers or vehicles. Please note, the field names must not be changed, otherwise an error will be produced.

The following information will be required:

  • Drivers
    • Driver’s licence number
    • Surname of the driver
    • Date of birth
    • Action -  either “add” or “delete”
       
  • Vehicles
    • Plate number
    • VIN/chassis (optional to complete)
    • Action - either “add” or “delete”
ODT_P_DVID_Dashboard_User_Guide.pdf icon Driver and Vehicle Industry Dashboard (DVID) user guide Kb
ODT_DVID_Driver_dashboard_template.csv icon DVID: Driver dashboard template Kb
ODT_DVID_Vehicle_dashboard_template.csv icon DVID: Vehicle dashboard template Kb

  Toolkit of resources

Audit checklist

A version of this checklist will be used in any audits undertaken on booking services by DoT Education and Compliance Officers.

This document provides an overall summary of all auditable activities, to help guide business planning.

The audit checklist covers the following areas:

  • Element 1: Record keeping and accountability
  • Element 2: Risk management
  • Element 3: Procedures and documentation
  • Element 4: On-boarding, training and education
  • Element 5: Incident/accident management and monitoring
  • Element 6: Review and evaluation

DoT has developed sample resources based on the audit checklist, which booking services can adapt for their own business purposes to assist in meeting their responsibilities.

Please note, these resources are provided as a guide only and may or may not be sufficient to address the needs of a specific business. Further resources will be added over time.

ODT_P_AuditChecklistOnDemandBookingServices.pdf icon Audit checklist: On-demand booking services Kb

  Risk management

The below resources and information corresponds to the relevant areas under Element 2 - Risk management of the Audit Checklist.

Please note, these resources are provided as a guide only and may or may not be sufficient to address the needs of a specific business.

Risk

Please refer to the following documents.

ODT_P_Element2_2_1RiskSampleRiskRegister.docx icon Risk/hazard register template Kb
ODT_P_Element2_2_2RiskConductingRiskAssessment.docx icon Sample risk assessment matrix Kb
ODT_P_Element2_2_3IndustryHazardChecklist.docx icon Common industry hazards self-assessment checklist Kb

Fatigue

Fatigue can have physical and mental effects which can severely impair judgment and concentration and is involved in up to 30% of fatal crashes and severe injuries.

Top tips for avoiding driver fatigue include:

  • Don't drive more than 14 hours within a 24 hour period;
  • Don't drive while tired and disclose issues that may affect your fatigue levels to the Operator;
  • Stop and take regular breaks to walk around (e.g. at least once every 2 hours); and
  • Don't rely on quick fix 'stay awakes' such as double dose coffee, energy drinks or tablets.

The Act applies the Occupational Safety and Health requirements (Occupational Safety and Health Act 1984) for fatigue management that apply to all on-demand transport drivers. This includes all taxi, charter and regular passenger transport drivers.

WorkSafe provide a suite of resources that can assist a booking service to meet their obligations to understand and manage fatigue. The link below includes help to develop a plan and links to training resources for drivers and operators.

Opens in a new window Department of Justice: Occupational Safety and Health Act 1984 (WA)
ODT_P_Element2_2_4FatigueDriverLogs.docx icon Work sheet/driver logs template Kb
Opens in a new window WorkSafe: Fatigue Management Training

Violence

Your Safety Management System should include measures to mitigate the risk of violence and abuse towards drivers.

The following are some mitigations that you might consider:

Vehicle modifications

  • Many vehicles can have physical barriers installed to separate the driver from passengers. If you are considering installing barriers please keep in mind that some vehicle modifications require special approval.

Camera Surveillance Units

Upfront fare payment

  • Many disputes between driver and passenger occur over fares. Requiring on upfront payment of fares is one way to ensure that disputes are minimised.

Driver training

  • Training drivers on effective communications and safe behaviours is one way you can equip them with skills to better service your customers as well as assist them to avoid or diffuse conflict situations.

Blacklists

  • Keeping a record of passengers, addresses or phone numbers associated with abusive passengers can assist you to ensure that drivers are not exposed to unnecessary risk.

Purpose built taxis

  • A number of models of purpose built taxi vehicles are available. These vehicles often provide additional security for drivers with separate passenger compartments.

If your driver is involved in an incident of abuse of assault you should always report it to Police.

Further information is available at Driver safety and rights

Driver distraction

Driver distraction or inattention has been found to be a contributing factor in 78% of crashes and 65% of near crashes.

Driver distraction can be due to:

  • navigation systems;
  • mail/ internet/ technology/ devices;
  • loose or unrestrained object(s);
  • passengers; or
  • pedestrians.

Top driver distraction tips:

  • While scanning and searching for passengers, maintain concentration on the road and on pulling into the kerb safely;
  • Before pulling out to drive, ensure technological equipment (e.g. satellite navigation device or dispatch equipment) is set up and operational; and
  • While driving, don't have a private phone conversation, complete paperwork, operate technological equipment, eat or drink.

The Road Safety Commission provides further information on mobile phone use while driving.

Opens in a new window Road Safety Council: Mobile phones

Driver suitability

The Driver and Vehicle Industry Dashboard (DVID) provides a useful tool to assist authorised ODBSs to manage their associated drivers and vehicles.

More information about the DVID can be found at Safety management for authorised booking services.

Vehicle mechanical failure

Please refer to the following documents.

ODT_P_Element2_2_10VehicleMechanicalFailure.docx icon Daily vehicle inspection checklist Kb
ODT_P_Element2_2_11VehicleServiceMaintenance.docx icon Vehicle maintenance register Kb

Transporting vulnerable people

Your Safety Management System should include measures to mitigate the risk of death or injury to people with disability. The needs of people with disability are diverse, however there are some specific things you should consider:

Training

  • A driver of a wheelchair accessible vehicle must be able to demonstrate competency in the safe loading, restraint and unloading of a person in a wheelchair.
  • www.myskills.gov.au provides details of courses and training providers. Course TLI21216 'Certificate II in Driving Operations' includes taxi driving related training units such as 'Provide wheelchair accessible taxi services to passengers with disabilities'.
  • If you can't find a suitable accredited trainer you could become one yourself, or use this course as a guide for developing your own training program.

Use of wheelchair lifts and restrain systems

  • Wheelchair accessible vehicles (WAVs) require specific competencies to be used safely and Australian Standards apply. A WAV is either manufactured with wheelchair access or is modified to provide wheelchair access. If modified, the modification needs special DoT approval.
  • Both the wheelchair hoist and wheelchair restraint systems must be used in accordance with the manufacturer's specifications. Your procedures and training materials must ensure that drivers are competent with these systems, as well as be aware of what mobility devices can and cannot be lifted and restrained while passengers are seated in them.

Assistance animals

  • For information on general rights of access for assistance animals visit The Australian Human Rights Commission. The website provides details on how to identify assistance animals that you should include in your driver training.
  • In addition to general protections for people using assistance animals, the Act and regulations also provides that drivers must ensure that people traveling with assistance animals are not refused transport because they have an assistance animal.

Hearing and vision impairment

  • People with hearing and vision impairment may need additional consideration. For example, technologies are available to provide for large font taxi meters or spoken fare notifications.

End-of-trip support

  • People with disability often have difficulty navigating unfamiliar or uneven streets. Driver training should include considerations of how drivers should ensure that passengers are dropped at safe locations and properly supported to their destinations.
Opens in a new window Department of Education and Training: Myskills
External Link Australian Human Rights Commission website
Opens in a new window Guide Dogs WA

  On-boarding and training

The below resources correspond to the relevant areas under Element 4: On-boarding and training of the Audit Checklist.

Please note, these resources are provided as a guide only and may or may not be sufficient to address the needs of a specific business.

ODT_P_Element4_4_2OnboardingTrainingRegister.docx icon Training register template Kb
ODT_P_Element4_4_2OnboardingInduction.docx icon On-boarding induction template Kb

 

Page last updated: Thu Aug 1 2019 4:02:02 PM