The Guide to Transporting Passengers in a WAV provides practical guidance for drivers of WAVs, as well as for others who have duties or obligations.

The purpose is to support safe, comfortable, and inclusive delivery of WAV services to:

  • passengers who use wheelchairs or other mobility aids.
  • passengers with disabilities who require accessible transport options.

The Guide to Transporting Passengers in a WAV

The Guide to Transporting Passengers in a WAV covers a wide range of topics including:

  • Assisting passengers with accessibility needs.
  • Safe operation of WAV equipment and hoists.
  • Vehicle and equipment safety checks.
  • Assisting passengers with mobility aids.
  • Transporting wheelchairs safely and securely.
  • Communicating respectfully with passengers.
  • Transporting assistance animals.
  • Applying Multi-Purpose Taxi Program (MPTP) subsidies correctly.

By following this guidance, service providers will be better equipped to uphold the safety, dignity and comfort of every passenger — while meeting their legal and professional obligations under Victoria’s commercial passenger vehicle framework.

You can download the Guide to Transporting Passengers in a WAV using the link below.

Download the Guide to Transporting Passengers in a WAV

Read the guide in 7 online chapters

Chapter 1: Requirements to Drive a WAV

Introduces the purpose and scope of this resource, defines key terms used throughout, and outlines the accreditation and endorsement requirements for drivers operating a WAV in Victoria.

Chapter 2: Transporting Passengers with Accessibility Needs

Covers the legal requirement to prioritise wheelchair passengers, how to provide respectful and inclusive assistance, supporting diverse communication styles, responding to medical emergencies, and the rules around transporting assistance animals.

Chapter 3: Incident Reporting Requirements

Explains which safety incidents must be reported to ST Vic, the 10 business day timeframe, how to submit a report through the Notifiable Incidents Portal, and the consequences of failing to report.

Chapter 4: Understanding Different Mobility Devices

Outlines the differences between wheelchairs, mobility scooters, high-care aids, and walking frames, and explains which devices are safe for in-vehicle use and what drivers must do when they are not.

Chapter 5: Transporting Passengers Safely

Provides step-by-step procedures for safely loading, securing, and unloading wheelchair passengers, including correct use of the hoist, floor restraints, and vehicle seatbelt.

Chapter 6: Key Hazards and How to Stay Safe

Covers the key risks in WAV operations — including vehicle checks, hoist use, restraint systems, and driving practices — and the steps drivers should take to protect both passengers and themselves.

Chapter 7: Multi-Purpose Taxi Program (MPTP)

Explains how the MPTP subsidy works, how to correctly calculate and process fares for eligible passengers, how to handle the lifting fee, and the rules around vouchers, multiple passengers, and program integrity.