The Department of Transport and Major Infrastructure (DTMI) conducts research to understand how people in Western Australia think and feel about on-demand transport services. On-demand transport includes taxis, rideshare and other charter services.
About the 2026 passenger research project
DTMI has engaged Metrix to undertake research into how people think and feel about on-demand transport in Western Australia.
This research aims to build on the previous round of research completed in 2023. Read more about the previous research on this page under "2023 passenger research insights".
Part of this round of research is focusing on the experiences of Passenger Transport Subsidy Scheme (PTSS) participants.
Have your say about the Passenger Transport Subsidy Scheme
DTMI has sent PTSS participants (or their nominated primary contact) an email invitation to complete a short online survey about how you think and feel about PTSS.
The survey should take no longer than 15 minutes to complete. You can complete this with a carer or other support person. Completing the survey is completely voluntary and does not affect your PTSS participation or eligibility.
Complete the online survey by 11:59pm, Thursday 6 August 2026.
If you have any accessibility requirements, contact Metrix on (08) 6555 2900. Metrix can offer alternative ways to participate, including by telephone.
Thank you for taking the time to share your feedback. Your feedback will help improve how PTSS works for participants and transport service providers.
I’m a PTSS participant (or nominated primary contact) and I did not receive an email – can I still participate?
Yes, we would love to hear from all PTSS participants and strongly encourage you to complete the online survey.
If you didn’t receive an email it could be because:
- Your email inbox marked it as spam.
- You or your nominated primary contact did not provide an email address when you applied for PTSS, so we were unable to email you an invitation.
Need to update your email address, or your nominated primary contact’s email address? Find out how on the About your PTSS participation webpage.
Privacy information
This survey is hosted by Metrix, an independent research organisation with experience working with government and disability communities.
This survey collects information about your views on on-demand transport, as well as demographic and geographic information. Completing this survey is completely voluntary. All information you provide will remain confidential and only be used for research purposes. Only aggregated, de-identified results will be reported.
Metrix will conduct this study in accordance with the Research Society’s Code of Professional Behaviour (updated in March 2020). The Code covers the professional behaviour of members and their responsibilities to participants and clients when conducting research. Metrix is a member of the Australian Data and Insights Association (ADIA) and holds the ADIA Trust Mark, a seal of endorsement that ensures compliance with the highest ethical standards, particularly in regard to privacy.
Metrix is conducting this research on behalf of the Department of Transport and Major Infrastructure (DTMI). For more information about how DTMI handles your personal information in line with the Privacy and Responsible Information Sharing Act 2024, see the DTMI Privacy Policy.
For more information about how Metrix handles your information, read Metrix’s Privacy Policy.
Should you wish to check the legitimacy of this survey, please contact Metrix on (08) 6555 2900 and quote the research study you have been invited to participate in. If you ring outside of business hours, please leave a message and a member of the project team will give you a call back on the next working day.
2023 passenger research insights
In September 2023, Painted Dog Research conducted research for the Department of Transport and Major Infrastructure (DTMI), to measure:
- how people use on-demand transport in WA; and
- how they feel about it.
Understanding more about passenger behaviour and sentiment will:
- help DTMI when we develop future regulations, as well as informing our communications and educational messaging; and
- support industry to provide services in line with customer wants and expectations.
Methodology
Over 1,000 people in the Perth metropolitan area and almost 350 regional residents completed a survey. After this, small focus groups were conducted to further explore the survey findings.
Note: In this research, on-demand transport was defined as including:
- any conventional taxi;
- a wheelchair accessible taxi;
- any rideshare service;
- a charter vehicle service (for example, private airport transfers);
- any limousine service;
- any charter bus service (for example, school excursions, mining company transport); and
- any party bus.
Key findings
- In the last 12 months:
- 71% of Perth metropolitan residents have used on-demand transport; and
- 50% of regional residents have used on-demand transport.
- 1 in 2 people use on-demand transport to get to or from bars, restaurants or social outings.
- According to passengers, the three most important things for providers to get right are reliability, pricing and driver skills.
- At least 8 in 10 passengers are satisfied with their most recent on-demand transport experience.
- Passengers think the best thing about on-demand transport is convenience, while cancelled trips are the worst.
- Safety is very important to passengers. Their most important safety features are:
- police checks for drivers;
- GPS tracking for their trips; and
- camera surveillance in the vehicle.