What records need to be kept?
On-demand booking services (ODBSs) must keep certain records, in the prescribed format, and maintain these records for a defined amount of time. This page summarises the record keeping requirements for ODBSs.
Refer to the Transport (Road Passenger Services) Act 2018 (the Act) and Transport (Road Passenger Services) Regulations 2020 (the Regulations) for full details of what information must be included in these records and how long they must be kept for.
ODBSs are required to keep and maintain the following records, in a written form that is legible, in English and collatable into a document if needed.
Note: There are additional record keeping requirements for ODBSs registered for the Passenger Transport Subsidy Scheme (PTSS). For more information, see PTSS records below.
For advice on how to keep and maintain records, see the ODBS record keeping requirements and recommendations document below.
Driver and vehicle records
ODBSs must keep the following records of all drivers and vehicles that have operated for them. Records must be kept for two years after a driver or vehicle ceases to operate for them, and must contain:
- driver’s first and last names; and
- driver’s relevant driver authorisation number;
- vehicle’s licence number; and
- interstate vehicle’s licence number.
Association arrangement records
ODBSs must keep copies of their association arrangements for two years after they come to an end. They must contain:
- names of both parties to the arrangement;
- contact details of both parties to the arrangement;
- date the arrangement takes effect; and
- date the arrangement ceases to take effect.
Booking records
ODBSs must keep records of all journeys they book, for two years after the request was made. Records must contain:
- date and time the booking was taken;
- date and time the journey started and ended;
- locations where the journey began and ended;
- driver’s first and last names;
- driver’s relevant driver authorisation number;
- vehicle’s registration number;
- if the vehicle used is electric;
- contact details of the person who made the booking or to whose account the booking was charged;
- number of passengers carried while seated in a wheelchair (if any); and
- the amount of the fare paid and the components of that fare.
If the booking was referred to another provider, the ODBS must also keep a record of the name of that provider and the day and time of the referral.
Records for wheelchair accessible vehicle (WAV) requests, where the booking is not taken or facilitated
ODBSs must keep records for WAV requests where the booking is not taken or facilitated, for two years after the booking request was made. These records must include:
- contact details of the person who made the booking or to whose account the booking was charged;
- date and time of the request; and
- details of the service that was requested.
Complaint records
ODBSs must keep the following complaint records for two years after the complaint was made. They must include details of:
- each complaint made; and
- the resolution of each complaint.
Approvals of persons to carry out camera surveillance unit (CSU) functions
ODBSs must keep the following records of each authorisation for five years from the date of authorisation:
- A record of each person authorised to carry out CSU functions (refer to regulation 113).
PTSS records
Under the Act and the Regulations, ODBSs who provide rank or hail (taxi) services must be registered for PTSS and keep booking records of all PTSS journeys.
ODBSs registered for PTSS must submit their PTSS records monthly to DTMI.
Visit Journey data submissions for more information on:
- what PTSS records ODBSs must be kept;
- the format PTSS records must be kept in;
- how often PTSS records should be submitted; and
- how to submit PTSS records.
What formats do records need to be kept in?
You will be required to provide copies of your records when requested by DTMI.
To ensure that records are accurate and able to be used by DTMI, there are specific requirements for how booking records must be kept.
All records must be:
- written in English;
- legible, clear and accurate;
- in document form (that is, able to be displayed in a physical, printed form) or a form that can easily be converted into document form; and
- collated or able to be collated so that all records can be viewed together if requested.
DTMI encourages ODBSs to collect and maintain their records in an electronic format.
The below table provides examples of possible formats you can keep records in.
Note: ODBSs who are registered for PTSS must keep records of PTSS journeys, in a specific format. Visit Journey data submissions for more information.
| Type of record | Requirement format | Examples |
|---|---|---|
|
Booking reference number Note: This is a requirement for PTSS journey records. |
Booking reference numbers for PTSS journeys can include both numbers and letters. Each journey should have a different number associated with it. Note: Starting a booking reference number with a zero, may result in it being deleted from your file, depending on the software you use. This will mean that the PTSS journey details and your data cannot be validated, causing payment delays. |
|
|
Day/date
|
Date Month Year can be formatted as:
|
|
|
Time
|
24-hour digital form (HH:MM), accurate to the nearest minute.
|
|
|
Date and time (combined) |
Combined datetime form (DD/MM/YYYY HH:MM), accurate to the nearest minute.
|
|
|
Location (GPS) Location records must capture the location where the journey began and ended. |
Global Positioning System (GPS) latitude and longitude in decimal degrees to 3 digits of precision. |
-31.950, 115.878 |
|
Location (address) Location records must capture the location where the journey began and ended. |
Address form, with precise street number, street name, suburb and postcode as separate fields. |
140 William Street | Perth | 6000 |
|
Driver |
First and last name. |
John Smith |
|
Driver |
Full number with no prefix. |
123456 |
|
Vehicle |
Full number with no prefixes, spaces or abbreviations. |
|
|
Vehicle |
Only needed if the vehicle is fully electric. |
Y |
|
Customer information |
Such as contact details that were provided, or the account charged. |
|
|
Passengers seated in wheelchairs |
The number of passengers carried while seated in a wheelchair. |
2 |
|
Fare |
The amount of the fare paid, and the components of that fare. |
|
Who can access these records?
ODBSs are entitled to use these records for their own lawful purposes. Additionally, an ODBS may receive a request from DTMI, Police or another authority for a copy of records.
If the request for records is made in accordance with the authority’s legal powers, the records must be provided.
It is good practice for an ODBS to only provide copies of records to an authorised person, if they first receive a written notice or order to produce, which details what:
- records are required to be provided;
- legislative power is being used to require access to the records; and
- format the records must be provided in.
DTMI Officers will provide a document called a 'Notice to Produce' when requesting copies of records. A Notice to Produce will include:
- what records are required to be provided;
- what legislative power is being used to require access to the records;
- what format the records must be provide in;
- when the record must be provided by; and
- the name of the authorised officer.
Visit What is on-demand transport for more information about how DTMI uses your data.
Record keeping examples
DTMI has provided a range of example record keeping documents below, to assist ODBSs to meet their regulatory obligations.
The documents are provided separately, to aid in understanding the specific requirements for each type of record, however, ODBSs can keep and provide records in one file.
Electronic dispatch service providers
As an ODBS, you can utilise electronic dispatch service providers to help collect and manage your records in the required format.
Some providers commonly used by WA operators include:
If you are an electronic dispatch service provider for the WA passenger transport industry and would like to be listed on this webpage, please email On-demand Transport.
Note: ODBSs are responsible for ensuring that any third-party providers they may use meet record keeping requirements. The Record sampling checklist (below) can help you decide whether your chosen provider meets the record keeping requirements.
On-demand Passenger Transport Levy records
While the On-demand Passenger Transport Levy (the Levy) has now ended, ODBSs are legally required to retain records of all previous leviable trips for five years.
Some of the Levy record requirements are duplicated in the booking record requirements. These records do not have to be kept twice but must be provided separately if requested.
FAQs
The length of time ODBSs must keep their records varies.
- Driver and vehicle records must be retained for two years after a driver or vehicle ceases to operate for the ODBS.
- Association arrangement records must be retained for two years after an arrangement ends.
- Booking records must be retained for two years after the booking request is made.
- Booking records for wheelchair accessible vehicles, where the booking is not taken or facilitated, must be retained for two years after the booking request is made.
- Complaint records must be retained for two years after the complaint is made.
- Camera authorisation records mist be retained for five years from the date of authorisation.
Refer to the Regulations for more information.