COVID-19: Updates on Department of Transport services

Transport for people with a disability

Information for people with a disability or vision-impaired passengers is available here. Includes taxi identification, travelling with a guide dog, wheelchair and scooter accessibility and more.

  Taxi identification for the vision-impaired

Image of taxi ID plate
Image of taxi ID plate

It is a Commonwealth Government requirement that taxis are recognised by people who are vision-impaired.

Raised taxi registration numbers are placed on the exterior of all taxi passenger doors, forward of the handle (as pictured).

  Transporting an assistance animal

Under the Transport (Road Passenger Services) Regulations 2020 (the Regulations), drivers of passenger transport vehicles must not refuse to carry an assistance animal or an assistance animal in training.

Failure to do so constitutes an offence and may result in an infringement of $9000 being issued.

It is unlawful for anyone to attempt to deny these rights to a person with disability, or treat that person less favourably, solely because they are accompanied by an assistance animal or are training an assistance animal.

For further information, visit the Australian Human Rights Commission website.

External Link Australian Human Rights Commission website

  Wheelchair and mobility device accessible transport

Wheelchair accessible rank or hail vehicles (WAVs) are specially equipped to provide essential transport for people with disability or mobility difficulties. WAVs are available in metropolitan and regional areas throughout Western Australia.

The dedicated WAV booking service, Black and White Cabs, is appointed to provide reliable and consistent service for passengers using wheelchairs or mobility devices.

To book a WAV in the metropolitan area contact Black and White Cabs. To book a WAV in regional areas, contact your local on-demand booking service to discuss your transport needs.

Opens in a new window Black and White Cabs

  Guidelines for passengers with a wheelchair or mobility device

Man in a wheelchair hailing a taxi
Man in a wheelchair hailing a taxi

To allow you to be transported safely

  1. Your wheelchair or scooter should be capable of being restrained correctly.
  2. Wherever practical it is always preferable that passengers transfer out of their wheelchair when being transported.
  3. If you need to be transported while seated in your wheelchair:
  • You should seek your own advice to determine the most appropriate type of wheelchair for you for this purpose. Gophers and scooters may not be suitable for this purpose.
  • You should familiarise yourself with how you and your wheelchair should be restrained while being transported.
  • You should contact the On-demand Transport business unit with any concerns about your safety while being transported.

London Taxi guidelines

The London Taxi has built-in features to assist passengers who are vision, hearing or mobility impaired and need to use mobility aids such as a walking frame or wheelchair. Information provided in the London Taxi passenger guidelines can assist in deciding whether the vehicle is suitable for you.

  Taxi User Subsidy Scheme review

View of some taxi roofs
View of some taxi roofs

In Western Australia there are approximately 15,000 active Taxi User Subsidy Scheme (TUSS) participants state-wide.

DoT has recently completed a review of the TUSS as part of its commitment to continuous improvements in providing accessible and safe transport services across metropolitan and regional areas.

The review recognised the unique importance of the scheme and identified opportunities to strengthen and improve the scheme and the outcomes it delivers. Opportunities include:

  • Enhancing the scheme's policy framework including simplifying the eligibility and entitlements process;
  • Improving the application and entitlement management processes including web-based applications; and
  • Replacing the manual voucher processes with a digitised payment system.

DoT is continuing to consult with subsidy users, dispatch services and MPT drivers to ensure the outcomes of the review provide maximum benefits for people with disabilities and transport service providers. A number of subsidy users and drivers will be contacted during the review and invited to take part in surveys and workshops to refine the review outcomes.

  Travel subsidies - Taxi User Subsidy Scheme (TUSS)

The Taxi User Subsidy Scheme is available for people with a severe permanent disability, which prevents them from using public transport services or accessing standard on-demand transport such as taxis, charters or regular passenger transport vehicles e.g. a bus on a regular public transport route or an airport shuttle bus.

For more information, refer to Travel subsidies.

  Making a complaint

Service complaints

If you believe you have been overcharged or have experienced poor customer service during your trip, you should make a complaint directly to the relevant on-demand booking service.

This may include issues relating to:

  • service delivery;
  • failure to pick up passengers;
  • driving ability, including not following road rules and traffic laws;
  • inappropriate driver conversation or behaviour;
  • driver attitude or hygiene;
  • over charges or fare discrepancies;
  • condition of the vehicle; or
  • lost property.

If you are unsatisfied with the response you receive from the booking service, you may wish to investigate your options with the Consumer Protection branch at the Department of Mines, Industry Regulation and Safety. 

On-demand booking services are required to accept and work towards resolving your complaint withing a reasonable timeframe. If the on-demand booking service has not responded to your complaint in a timely manner (usually 10 working days), then you can lodge a separate complaint with the Department of Transport regarding the lack of response. You will need to provide information about when and how your complaint was lodged with the on-demand booking service.

If you are unable to identify the on-demand booking service, you can email the details of the incident to the Department of Transport. DoT will strive to identify the on-demand booking service and provide you with their details so you can lodge a complaint.

Criminal and traffic offences

Criminal offences such as physical or sexual assault and traffic related offences must be reported to WA Police. If required, the Department of Transport will assist with any police investigation.

Reporting other offences

On-demand Transport receives and manages reports about the passenger transport industry (including taxi, rideshare and charter companies), where the reported issue relates to possible offences under sections of the following legislation:

  • Transport (Road Passenger Services) Act 2018; and
  • Transport (Road Passenger Services) Regulations 2020.

To make a report related to the above legislation, email On-demand Transport.

For further information, contact On-demand Transport.

Opens in a new window Transport (Road Passenger Services) Act 2018
External Link Transport (Road Passenger Services) Regulations 2020

 

Page last updated: Fri Aug 13 2021 2:53:38 PM