Driver safety and rights

Your safety and rights as a driver are very important. Find out how to protect yourself and passengers, and your options regarding accepting trips.

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  Refusal of service to a passenger

Drivers have certain rights, which can result in a service being refused to passengers.

Drivers of on-demand rank or hail (taxi) vehicles must accept any passenger, unless:

  • the driver has reasonable grounds to believe that the passenger/s or location at which the journey is to begin or end poses a threat to the driver’s safety;
  • the driver has reasonable grounds to believe the passenger will damage or soil the vehicle;
  • the passenger is abusive or aggressive;
  • the passenger is under the influence of alcohol or drugs, to such an extent that he or she is likely to soil the vehicle, become abusive or aggressive;
  • the driver has reasonable grounds to believe the passenger will evade or attempt to evade the payment of a fare;
  • the driver requires the passenger to pay a deposit, and the passenger does not pay it; or
  • the total number of passengers aged 12 years or over exceed the number of available seatbelts in the vehicle.

A driver can also refuse to carry a passenger if they believe it would result in some other likely safety hazard or offence. For example:

  • the passenger refuses to wear a seatbelt when a seat belt is required;
  • the passenger smokes inside the vehicle; or
  • the passenger is accompanied by luggage or items which cannot safely be stowed in or on the vehicle.

Refusing a service to a passenger outside of these circumstances may result in penalties of up to $3,000.

Passengers cannot be refused service for:

  • the length of their trip (too long or too short);
  • the start or end location of their trip (unless this poses a threat to driver safety);
  • use of Taxi User Subsidy Scheme Vouchers;
  • requiring transport in a wheelchair, or to carry a wheelchair; or
  • being accompanied by an assistance animal.

Individual ODBSs may have their own rules or policies around refusing passengers.

Soiled or damaged vehicle

In the event the vehicle is soiled or damaged by a passenger, the driver has the right to issue fees for cleaning and/or damages. Individual booking services may have their own policies around cleaning fees.

Refusal of service to passengers not vaccinated against COVID-19

Drivers have certain rights that can allow them to refuse service to a passenger if they believe there is a threat to their safety.  

Section 19 of the Transport (Road Passenger Services) Act 2018 provides that a driver must:

  • ensure their own health and safety; and
  • ensure that their own acts or omissions do not adversely affect the health and safety of other persons; and
  • comply, so far as the driver is reasonably able, with any reasonable instruction that is given by the on-demand booking service.

Regulation 138 of the Transport (Road Passenger Services) Regulations 2020 provides that a driver can refuse a passenger if they have reasonable grounds to believe that either the intended passenger or a person accompanying the intended passenger, poses a threat to the driver’s safety.

If you are refusing a passenger because of concerns for your safety, it is recommended that you record the reasons for this belief, and clearly explain these to the passenger being refused.

Drivers should speak to their authorised on-demand booking service to confirm how risks associated with COVID-19 are dealt with in their Safety Management System. 

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

  Rights of appeal

The Department of Transport is committed to fairness and transparency.

As a passenger transport operator you may from time to time be subject to decisions by Departmental staff that you disagree with.

You are entitled to have a decision reviewed or appealed. This may include a decision to issue an infringement or cancel a driver's licence.

For further assistance, please contact the Department of Transport's On-demand Transport.

  Fare evasion

When a passenger leaves the vehicle without paying, drivers should report the fare evasion to their booking service.

Department of Transport does not investigate fare evasions.

Information on your options for recovery of the unpaid fare as a debt can be obtained through the Magistrate's Court of Western Australia - Civil Matters or via phone (08) 9425 2222.


You have the right to request and receive payment of the estimated fare in advance and can refuse passengers who refuse to pay.

Opens in a new window Magistrates Court of Western Australia: Civil Matters

  Education and compliance for drivers

Drivers in the passenger transport industry may be subject to DoT compliance checks. Visit the Education and Compliance page to find out more about compliance checks and procedures.

  Make a complaint

Please refer to the Feedback and complaints page for types of complaints and how to lodge them.

  COVID-19: Health and safety for passenger transport operators

On-demand booking services (ODBSs) have a legislated responsibility to ensure the health and safety of drivers and passengers and may enforce different protocols to do this during this time. ODBSs should update their safety management systems to ensure they have the necessary steps in place to minimise risk to drivers and passengers. 

Health and safety advice for drivers

Masks are required for people aged 12 years and older in public and passenger transport - this includes taxi and charter vehicles, tour buses and school buses. This means drivers and passengers must wear masks during trips.

At all times, you are advised to:

  • stay home if sick and get tested;
  • physical distance whenever you can;
  • wash or sanitise hands often;
  • provide hand sanitiser to passengers;
  • clean vehicle regularly; and
  • encourage contactless payment.

Transporting people under self-quarantine

Private vehicles, hospital transport or a WA Health organised transport option should be provided for COVID-19 positive people who are required to travel from hospital to their home/hotel or hotel to home. 

On-demand transport services can be used as a last resort for transportation of people with positive COVID-19 cases and those in quarantine or required to self-quarantine.

You must ask passengers if they are in quarantine or going for testing before they get in the vehicle, so you can take extra precautions. To keep safe, follow these instructions:

  • both you and your passenger must wear a surgical mask (throw it away after the trip);
  • passengers should use hand sanitiser before getting in;
  • do not handle your passenger’s luggage;
  • passengers should sit in the back;
  • open windows and set air conditioning to fresh; and
  • you must clean your vehicle after the trip.

For more information, read the Taxi and rideshare drivers – stay COVID safe fact sheet, available on the WA Health COVID-19 information for business, industry and local government webpage, under the “Travel, State quarantine facilities, accommodation and shared living” section.

Visit the WA Government's COVID-19 (coronavirus) website for up-to-date information about COVID-19.

External Link WA Government COVID-19 (coronavirus) website
External Link WA Department of Health: COVID-19 information for business, industry and local government
Page last updated: Thu Jun 2 2022 12:18:47 PM