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What happens on a PTSS journey
Read this page for information about PTSS journeys for participants, accessing subsidised travel interstate and how to travel with a wheelchair or mobility device.
Travelling with an assistance animal, wheelchair or mobility device?
For information on how to travel with an assistance animal, wheelchair or mobility device visit Transport for people with disability.
PTSS journey steps
A PTSS journey will follow these steps.
- Before the journey starts, the participant must present their PTSS card to the taxi driver.
- The driver must scan the PTSS card, using either their mobile phone or taxi meter.
- At the end of the journey, the driver must scan the PTSS card again.
- The subsidy will be calculated, and the driver will tell the participant how much of their journey is covered, and how much they must pay.
- The participant must pay the remainder of the fare to the driver to complete the journey.
If you do not have your PTSS card, your journey cannot be subsidised.
You will only need your PTSS card to claim your subsidy – you will not need to use a smartphone or an app to take a taxi journey.
Travelling interstate
If you are a WA PTSS participant, you are entitled to access your normal subsidy when travelling in another state in Australia.
To access interstate taxi subsidies, you will need to apply for an interstate voucher book from On-demand Transport, Department of Transport.
- Phone: 13 11 56
- Email: ondemandtransport@transport.wa.gov.au
At the start of your journey, you must present your interstate voucher book and your PTSS card to the taxi driver. Until 30 September 2025, you may also present your TUSS card.
Taxi drivers must accept your interstate vouchers. If you have any issues, contact the taxi company or the state’s governing body at the time of your trip (contact details below), along with the following information:
- the driver’s ID number;
- the taxi plate number; and
- the driver’s name (if possible).
If you do not present your interstate vouchers when travelling outside Western Australia, you may be required to pay the full taxi fare. DoT will not be able to reimburse you for your trip when you return to WA.
Taxi subsidies in each state
| State/territory | Scheme name | Telephone |
|---|---|---|
| New South Wales | Taxi Transport Subsidy Scheme | 1800 200 592 |
| Queensland | Taxi Subsidy Scheme | 1300 134 755 |
| South Australia | South Australian Transport Subsidy Scheme | 1300 360 840 |
| Victoria | Multi Purpose Taxi Program | 1800 638 802 |
| Australian Capital Territory | Taxi Subsidy Scheme | (02) 6207 0028 |
| Northern Territory | Transport Subsidy Scheme | (08) 8924 7229 |
| Tasmania | Taxi Subsidy Program | (03) 6166 3349 |
How to make a complaint
Complaints, including refusal of your PTSS card or assistance animal, should be reported to:
- the on-demand booking service conducting your journey; and
- the Department of Transport at ondemandtransport@transport.wa.gov.au
If the on-demand booking service has not responded to your complaint in a timely manner (usually 10 working days), you can lodge a separate complaint with the Department of Transport regarding the lack of response.
When you submit a complaint, it helps us if you have detailed information including:
- date and location of incident;
- any details of the incident;
- vehicle description and registration;
- driver ID, name and description;
- business name;
- witness details; and
- your full name and contact details.
FAQs
How does group travel work?
Group travel refers to two or more PTSS participants travelling in the same taxi, that may have the same or different pick up and/or drop off locations.
If a taxi is hired for group travel, the following rules apply:
- only one PTSS card from a PTSS participant in the taxi can be used to subsidise the fare, and only in accordance with that person’s entitlement; and
- the relevant PTSS participant must be in the taxi for the entirety of the taxi journey.
Other PTSS participants travelling in the taxi are not required to present their PTSS cards to the taxi driver. The group of passengers travelling together should reach their own agreement regarding payment of the remainder of the fare.
Further information and examples relating to group travel can be found in The Passenger Transport Subsidy Scheme Guidelines for Participants (below).
| Passenger Transport Subsidy Scheme (PTSS) Guidelines for Participants | Kb | |
Can I take a PTSS journey with multiple destinations?
As a PTSS participant, if you need to hire a taxi to travel to a number of destinations (staged travel), you can claim a subsidised fare in one of two ways:
- as a single PTSS journey with a single taxi driver, comprised of multiple taxi trips; or
- as multiple PTSS journeys, with one or multiple drivers.
More information about staged travel can be found in the Passenger Transport Subsidy Scheme Guidelines for Participants (below).
| Passenger Transport Subsidy Scheme (PTSS) Guidelines for Participants | Kb | |
Can my PTSS journey be refused?
If you are an eligible PTSS participant, taxi drivers are legally required to provide you with subsidised fares, except where you:
- do not have a valid PTSS card;
- do not present the PTSS card at the start of the journey;
- do not appear to have a likeness to the photo on the PTSS card you provide; or
- do not pay your portion of the fare.
More information about your PTSS entitlements can be found in the Passenger Transport Subsidy Scheme Guidelines for Participants (below).
| Passenger Transport Subsidy Scheme (PTSS) Guidelines for Participants | Kb | |
I have TUSS vouchers, can I still use them?
From 1 March, your taxi driver should be prepared to accept your PTSS card.
There will be a transition period between 1 March and 30 September 2025, where TUSS cards and vouchers must continue to be accepted by taxi drivers.
From 1 October 2025, TUSS vouchers can no longer be used.