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 Wheelchair Accessible Vehicles (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 (or the driver's agent) the appropriate amount.

Until Saturday 30 April 2022, the voucher processing contractor is Swan Taxis. From Sunday 1 May 2022, Black & White Cabs will be processing TUSS vouchers.

Submissions before Friday 22 April 2022

Swan Taxis will accept TUSS vouchers for processing until 5.00pm Friday 22 April 2022 - no vouchers will be accepted after this day.

To guarantee your vouchers are processed in time, please hand them in to Swan Taxis directly at:
7 Harvey Street
Victoria Park WA 6100

If you can't attend the Swan Taxis office, you can post your vouchers to the address above. 

If you post your vouchers, make sure to do so as early as possible as Australia Post is currently experiencing delays. Friday 15 April 2022 is the deadline to post your vouchers. You may choose to use Express Post to help ensure you vouchers arrive on time.

Due to the tight timeframes, it is not possible to process emailed vouchers. 

Once validated, Swan Taxis will either pay drivers in cash, or credit their nominated Australian bank account within 5 working days.

Submissions from Saturday 23 April 2022

Any intended voucher submissions from Saturday 23 April 2022 onwards must be postponed until Sunday May 1 2022. This will allow Black & White Cabs to transition to their role as voucher processing contractor.

From 1 May 2022, drivers should submit the completed TUSS voucher in person or by post to:
Black & White Cabs
1/33 Frederick St
Belmont WA 6104

or by post to:
Black & White Cabs
PO Box 184
Belmont WA 6984

Once validated, Black & White Cabs will credit the driver's nominated Australian bank account within 5 working days.

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.

Regional Wheelchair Accessible Vehicle Taxi Service Grant Scheme

To help ensure that regional Wheelchair Accessible (WAV) taxi services can be provided where sufficient demand exists, the State Government has committed to an increased budget of $1.5M over four years to:

  • introduce a new Regional WAV Taxi Service Grant; and 
  • improve the established WAV Modification Grant. 

Regional WAV Taxi Service Grants

There will be two types of Regional WAV Taxi Service Grant:

  • Grants of up $65,000 to support the establishment of new taxi services where none exists.
  • Grants of up to $45,000 to support existing WAV taxi service providers to replace an ageing WAV taxi or purchase an additional WAV taxi vehicle to meet demand. 

$260,000 will be dedicated per annum (for four years) towards Regional WAV Taxi Service Grants.

More information on the grants, including key dates and eligibility criteria, will be available from Friday 1 July 2022.

DoT will communicate important updates through regular industry newsletters.

Who is eligible for the $45,000 Regional WAV Taxi Service Grant?

To apply, regional operators must:

  • operate a WAV taxi that has a current on-demand rank or hail passenger transport vehicle (PTV) authorisation; and
  • have the support of their authorised on-demand booking service. 

DoT will assess regional areas based on the number of WAV taxis in operation, Taxi User Subsidy Scheme participant usage, previous service history and community feedback. 

After an initial assessment, DoT will identify areas with no service and invite local regional ODBS providers and stakeholders to demonstrate a need for a WAV service in that region. 

Regional areas are classified as anywhere outside the Perth metropolitan area, including the Mandurah and Murray local government areas. 

Changes to the WAV Modification Grant

The established WAV Modification Grant will increase from $15,000 to $20,000 per vehicle, with up to an additional $115,000 to be spent each year for the next four years.

External Link Media statement: Boost for wheelchair accessible taxi services around the State

  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.

The 2021-22 expressions of interest (EOIs) process has been finalised.

The EOI process for 2022-23 will be initiated later this year inviting authorised on-demand rank or hail (taxi) passenger transport drivers seeking a Rank or Hail Wheelchair Accessible Vehicle Modification Grant (WAVMG).  The industry will be advised when this EOI process recommences. 


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: Fri Jun 17 2022 3:06:32 PM