Record keeping for ODBSs

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.   

Record keeping requirements for ODBSs are summarised here.  

Refer to the Transport (Road Passenger Services) Act 2018 and associated Regulations for full details of what information must be included in these records and how long they must be kept for.

A copy of the checklist used by Department of Transport and Major Infrastructure (DTMI) Education and Compliance Officers during an audit is available below. This can be used for use by ODBSs to help check if their record keeping meets the required standard.

Summary of record keeping requirements 

Driver records

• Driver’s full name; and
• driver’s passenger transport driver authorisation number.

Vehicle records

• Vehicle’s licence plate number.

Association arrangement records

• Copies of any association arrangements;
• the name of both parties to the arrangement;
• the contact details of both parties to the arrangement;
• the date the arrangement takes effect; and
• the date the arrangement ceases to take effect.

Booking/journey records:

• The day and time the booking was taken;
• the day and time the journey started and ended;
• the locations where the journey began and ended;
• the name and PTD authorisation number of the driver;
• the vehicle registration number;
• if the vehicle used is electric;
• customer information, such as contact details, or the account charged;
• the number of passengers carried while seated in a wheelchair; 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.

Booking records for wheelchair accessible vehicles (WAVs) where the booking is not taken or facilitated

• Customer information, such as contact details, or the account through which the request was made;
• the day and time of the request; and
• details of the service which was requested.

Complaint records

• Details of each complaint made; and
• details of the resolution of each complaint.

Approvals of persons to carry out camera surveillance unit (CSU) functions

• A record of each person authorised to carry out CSU functions (refer to regulation 113).

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. Levy records must include: 

• the day and time the booking was taken;
• the day and times the journey began and ended;
• the locations where the journey began and ended;
• the driver’s full name;
• the driver’s passenger transport driver authorisation number; 
• the vehicle licence number; and
• fare information including:
  • the total amount payable for the fare;
  • each component of the fare excluded from the levy;
  • each component of the fare included in the levy;
  • the total levy fare;
  • the amount of levy;
  • the rates used if any (e.g. $4 per kilometre); and
  • the distance travelled (if distance is used to calculate the fare). 

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. 

A Levy records template is provided below. This can be used to provide a copy of your Levy records when requested, but may not cover all your additional record keeping obligations. The template is accompanied by the Levy template completion user guide, which provides instructions to assist with completing the template.

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;
• what legislative power is being used to require access to the records; and
• what 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 Your data privacy for more information about how DTMI uses your data.

Record keeping examples

A range of example record keeping documents are provided below, to assist ODBSs to meet their regulatory obligations. 

We have provided separate documents to aid in understanding the specific requirements for each type of record, however ODBSs can keep and provide records in one file.

Record keeping service providers

As an ODBS, you can manage your own record keeping processes or use a third-party provider to keep records in the required format, on your behalf. 

If you are a record keeping/management service provider for the 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.