Transporting people with disability

Information about working with people with disability, including TUSS, driver responsibilities, wheelchair loading, driver and passenger guidelines and driver training.

Rank or hail WAVs can carry all types of taxi passengers but are obliged by law to give priority to passengers in wheelchairs.

If you are not already a taxi driver, but would like to be, you will need to apply for and be granted a passenger transport driver (PTD) authorisation.

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  Driver education and training

As a rank or hail (taxi) WAV driver you have a duty of care to your passengers, many of whom are vulnerable and have special needs.

Under the Transport (Road Passenger Services) Regulations 2020 (the Regulations), drivers of WAVs must be able to demonstrate a level of competence in the safe loading, restraint and unloading of a person in a wheelchair.

The standard of competence is equivalent to that required to complete the following elements of unit of competency TLIC2040.

  • Element 3 (Assist passengers into and out of a taxi in a manner suited to their disability; and
  • Element 4 (Drive a taxi used by passengers with disabilities).

While the Department of Transport (DoT) does not mandate taxi driver training requirements, on-demand transport service providers may require their drivers to undertake WAV training to operate under their booking service.

If working primarily in the Levy area, contact the dedicated MPT dispatch service, Black & White Cabs (WA) trading as (13 MAXI) for further information. 

Opens in a new window Black and White Cabs

  Taxi User Subsidy Scheme - driver responsibilities

The Taxi User Subsidy Scheme (TUSS) is a subsidy available to certain eligible people with disability travelling in taxis. 

All taxi drivers in WA are legally required to accept TUSS vouchers as part payment for a fare. Penalties apply if the TUSS Guidelines (see below) are not followed or if drivers refuse to accept TUSS vouchers.

  How to accept a TUSS voucher

Note: TUSS vouchers have been updated to help drivers complete voucher details more accurately – this ensures timely payments to drivers. The new voucher books will be in circulation from August 2021. Previous voucher books will not be replaced, so drivers may see both types of vouchers on the road.

Before the start of the journey, the driver must:

  1. Obtain the passenger’s TUSS card and TUSS voucher booklet.
  2. Complete the following fields on the voucher at the beginning of the trip:
    1. date of trip (stub and voucher);
    2. from (pickup location, stub and voucher);
    3. TUSS participant number;
    4. expiry date;
    5. driver’s ID (stub and voucher);
    6. taxi vehicle licence number plate;
    7. start time;
    8. odometer reading at the start of the trip;
    9. street address and suburb that the trip starts and ends at;
    10. on-demand booking service authorisation number (for new vouchers);
    11. job number;
    12. wheelchair used (yes/no) (for green and purple vouchers only); and
    13. Tariff 3 (yes/no).

At the end of the trip, the driver must:

  1. Complete the following fields on the voucher at the end of the trip:
    1. fare paid by passenger (stub and voucher);
    2. driver’s signature (stub); 
    3. finish time;
    4. odometer reading at the end of the trip;
    5. to (drop off destination, stub and voucher);
    6. total kilometres;
    7. total cost of the fare; and
    8. subsidy value.
  2. Sign the Driver Declaration on the back of the voucher. Unsigned vouchers will not be paid.
  3. Remove and keep the completed TUSS voucher from the booklet, and return the booklet and TUSS card to the passenger.

DoT has developed a visual TUSS how-to-guide for drivers. Read How to complete TUSS vouchers: a guide for taxi drivers below, or print a copy to keep in your taxi.

  Tips for completing TUSS vouchers

Follow the below tips so your TUSS vouchers can be processed quickly, ensuring timely payment.

  • Write clearly and legibly.
  • Use the correct date and time formats – 24 hour time, dates DD/MM/YYYY.
  • Check that all TUSS participant and trip details are entered correctly before submitting your vouchers.
  • Make sure you sign the Driver Declaration on the back of the voucher –  unsigned vouchers will not be paid.
  • If there are sections where you are writing the same answer for each trip (such as the on-demand booking service authorisation number or PTD authorisation / Driver ID number, consider making and using a stamp.

DoT has developed a visual TUSS how-to-guide for drivers. Read How to complete TUSS vouchers: a guide for taxi drivers below, or print a copy to keep in your taxi.

  Submitting TUSS vouchers for reimbursement

After completing a TUSS voucher for a taxi journey, the driver is entitled to payment for the subsidised fare from the Department of Transport (DoT).

These payments are administered by a third-party voucher processing contractor – they accept TUSS vouchers, check that the vouchers are valid and pay the taxi driver the appropriate amount. To obtain this payment, the driver should:

  1. Submit the completed TUSS voucher to the contractor either:
    • in person at Swan Taxis, 7 Harvey Street, Victoria Park, WA 6100; or
    • by post to the above address; or
    • email scanned copies of the vouchers to
  2. Once validated, Swan Taxis will either pay the driver in cash, or credit the driver’s nominated bank account.

When can TUSS voucher payments be refused to drivers?

A TUSS voucher will be refused by the contractor if:

  • the journey did not take place;
  • it is incomplete;
  • the details entered are inaccurate;
  • it is illegible;
  • the date of travel is more than 90 days from the date of receipt by the contractor
  • the TUSS voucher has been cancelled due to being reported lost or stolen;
  • the associated TUSS card was expired or invalid at the time of travel;
  • at the time of the trip, the taxi did not have both a valid:
    • passenger transport vehicle authorisation; and
    • vehicle licence;
  • at the time of the trip, the driver did not have a valid passenger transport driver authorisation or T extension;
  • the details entered onto the voucher (e.g. trip length, fare and subsidised fare amounts) are inconsistent with:
    • approved fare schedules; or
    • the passenger’s entitlements under the scheme;
  • the voucher is being provided for any purpose other than legitimate access to TUSS by the passenger; and
  • the voucher does not comply with TUSS or the TUSS Guidelines (see below).

Any rejected vouchers must be re-submitted for payment, if applicable, within 30 days of rejection. To avoid vouchers being rejected please ensure all details are written clearly on the voucher, including the job number, before the voucher is presented for payment. Failure to meet these deadlines may result in the voucher not being honoured.

Submission of vouchers through third parties

DoT takes no responsibility for any agreement between drivers and third parties regarding the presentation of vouchers for reimbursement from DoT.

  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

  Working with mobility aids and devices

WAVs are not designed to carry or load/unload passengers while they are seated in a mobility scooter (gopher).

Passengers should transfer out of their mobility scooter before it is loaded and cannot use it as a seat while being transported. These requirements are consistent with the applicable standards for loading/unloading and tiedown/occupant restraint systems of wheeled mobility devices in vehicles.

The guidance provided here is based upon the AS 2942-1994. 'Wheelchair Occupant Restraint Assemblies for Motor Vehicles' and are designed to be used with vehicles which are fitted out to meet the Department of Transport's specifications.

General guidelines to provide good service to people with mobility aids and devices

  • Ask first.
  • Be courteous and patient.
  • Charge the correct fare.
  • Do not handle the mobility aid without asking first.
  • Direct your questions to the person with disability and not their carer.

  Wheelchair Accessible Vehicle Modification Grant

To help increase accessible transport options for people with disability, each year the Department of Transport (DoT) provides grants of up to $15,000 to assist eligible operators with the cost of installing a wheelchair hoist and restraint systems in a wheelchair accessible on-demand rank or hail (taxi) vehicle.

Expressions of interest (EOIs) are now being taken from authorised on-demand rank or hail (taxi) passenger transport drivers seeking a Rank or Hail Wheelchair Accessible Vehicle Modification Grant (WAVMG).

If you are driving primarily in the Levy area and wish to submit an EOI for the WAVMG, you must have an association arrangement with DoT’s dedicated Multi-purpose Taxi Dispatch Service (currently Black & White Cabs, trading as BWC MPT). If you primarily drive in a regional area, you do not have to have an association arrangement with any particular on-demand booking service. 

To express interest in the WAVMG, complete the ODT134: Wheelchair Accessible Vehicle Modification Grant Expression of Interest form (below) and submit via email to On-demand Transport by 5.00pm, Friday 19 November 2021.

EOIs will be assessed based on the merit of the driver and other factors outlined in the EOI documentation. Successful EOIs will be contacted by DoT and invited to apply for the WAVMG. 

There are a limited number of grants available – please note that submitting an EOI does not mean that you will be successful in receiving the WAVMG.

Special Christmas Day TUSS co-payments for rank or hail (taxi) WAV drivers

A special Department of Transport (DoT) co-payment of $20.00 is available to WAV drivers for all TUSS wheelchair work performed on Christmas Day (Saturday 25 December 2021) between the hours of 8.00am and 6.00pm.

Instructions for WAV drivers

For WAV drivers to receive this special DoT co-payment, they must:

  • log their jobs through an authorised ODBS;
  • include job numbers on all jobs; and
  • separate their Christmas Day TUSS vouchers (wheelchair work between the hours of 8.00am to 6.00pm only) and submit those vouchers to their on-demand booking service (ODBS) by 5.00pm Friday 7 January 2022.

Instructions for ODBSs 

Once ODBSs have received Christmas Day TUSS vouchers from their drivers, they must:

  1. Provide the driver with a statement detailing
    • the vouchers received (including voucher numbers); and
    • the amount to be received (per voucher and total).
  2. Submit all eligible Christmas Day vouchers to Swan Taxis by 5.00pm Friday 14 January 2022. These must be submitted separately to regular vouchers.
  3. Provide a statement to DoT by 5.00pm Friday 14 January, detailing:
    • the vouchers being submitted (including voucher numbers); and
    • the total co-payment amount being requested.

DoT will pay the Christmas Day co-payment to Swan Taxis by 5.00pm Friday 4 February 2022. Swan Taxis will then make payments to eligible ODBSs within five working days.

Failure to meet these timeframes will result in drivers being ineligible for the payment.

Page last updated: Wed Jan 12 2022 4:07:40 PM