Safe Transport Victoria is bringing back its Drive with Heart program, reminding taxi and rideshare drivers that accepting passengers with assistance animals isn’t optional – it’s the law, and a lifeline for those who rely on them.
Now in its second year, the Drive with Heart program educates drivers that assistance animals are highly-trained working dogs, not pets, and must be accepted in all taxi and rideshare vehicles. The program aims to dispel common myths and break down the barriers that sometimes come from uncertainty, discomfort around dogs, or misunderstanding the role of assistance animals.
For many people with disability, taxis and rideshare are essential for getting to work, attending medical appointments, connecting with family and community, and living independently.
When a driver refuses a passenger because of their assistance animal, it’s more than an inconvenience – it can derail an entire day, compromise safety, and undermine a person’s confidence to move freely in their community.
The program features a special driver-only event held in partnership with Guide Dogs Victoria at Melbourne Airport, where taxi and rideshare drivers have the opportunity to interact with trainee guide dogs, meet assistance animal handlers and hear directly from people with disability about how critical these animals are to their safety and autonomy.
This hands-on experience will give drivers an insight into the realities of passengers who rely on assistance animals – and reinforce that accepting these animals is both a legal requirement and a simple way to make journeys safer and more inclusive for everyone.
Passengers who are refused service because of their assistance animal should lodge a complaint via Safe Transport Victoria’s website or by calling 1800 638 802.
Learn more about the supporting passengers with assistance animals on the Drive with Heart program page.
Channel 9 News joined ST Vic and Guide Dogs Victoria at the activation event: