Prioritising Passengers Who Use Wheelchairs
WAVs are specially designed to support passengers who use mobility aids. While they can also transport other passengers—such as families or groups with luggage—and are sometimes referred to as “maxi taxis,” their main purpose is to provide safe and accessible transport for people with mobility needs.
Drivers with a W endorsement must follow specific legal conditions, which reflect the importance of keeping WAVs available for those who rely on them. These conditions may change, and drivers should always check the latest version on the Safe Transport Victoria website.
One key condition is that WAV drivers must prioritise passengers who use wheelchairs.
This means that when a request comes from a person using a wheelchair, that trip must be accepted over general or high-occupancy passenger bookings.
WAV drivers must not accept fares or bookings from passengers who do not use a wheelchair unless both of the following conditions are met:
- The driver is not currently transporting a passenger in a wheelchair AND
- There are no current booking requests from or for a passenger in a wheelchair
This ensures that WAVs remain available for the people who rely on them most. Upholding this responsibility is not only a legal requirement, but also a key part of delivering fair, respectful, and inclusive transport for people with disability.
Providing Respectful and Inclusive Assistance
Drivers play an important role in ensuring that every passenger is treated with dignity, fairness, and respect.
All passengers—particularly those with disability, reduced mobility, or communication differences—must receive safe, inclusive, and professional service, including appropriate assistance when entering, travelling in, or leaving the vehicle.
Respect and Inclusion in Practice
Be reliable: Arrive on time for booked trips and greet passengers politely.
Ask, don’t assume: Always ask before offering help, and follow the passenger’s directions.
Communicate appropriately: Ask how the passenger prefers to communicate, for example, by speaking, writing, pointing, or using a device.
Allow sufficient time for passengers to respond – do not rush or interrupt.
If you’re unsure, ask politely, for example “Is there another way you’d like to tell me where you’re going?”
Always speak respectfully: Avoid using labels or describing someone by their disability, and never use language that could cause offence.
Be patient and understanding: Some passengers may repeat information or take longer to respond. Stay calm and friendly.
Create a comfortable environment: Keep the vehicle tidy and accessible. Check if the passenger would like the radio on or off, or if they’re comfortable with the temperature.
Be aware of physical comfort and safety: Offer to adjust seating or restraints as needed, and provide shade or an umbrella in bad weather.
Use positive, professional body language: Smile and show that you’re listening. Stay calm, attentive, and approachable.
Note: Completing Disability Awareness Training helps drivers understand and support passengers with disabilities and builds confidence and preparedness when assisting passengers with different needs.
Providing Assistance
Drivers are required to provide reasonable assistance to passengers entering or leaving a WAV. Assistance must be provided safely and respectfully, maintaining the passenger’s independence and dignity.
When assisting a passenger:
Ask before helping: Always check how the passenger would like to be assisted — never assume.
Handle mobility aids with care: Only move or adjust a wheelchair or mobility device with the passenger’s permission. Never touch a joystick or control without consent — it can cause sudden movement.
Use the hoist or ramp safely: Ensure the passenger is ready and positioned correctly before operating the equipment.
Secure mobility aids properly: Store them where they won’t shift or block exits.
Assist with luggage or equipment: When asked or when it’s safe to do so.
Support assistance animals: They must stay with their handler at all times.
Remember: Your role is to make the journey safe and comfortable — not to take over. Ask, listen, and work with the passenger to ensure a safe and respectful experience.
Supporting Diverse Communication Styles
Passengers communicate in many different ways – by speaking, writing, pointing, using gestures or through a device. Understanding and being understood is best achieved by respecting the passenger’s preferred way of communicating.
Ask: How the passenger prefers to communicate.
Involve support if needed: Ask if it’s okay to communicate with a caregiver, family member, or other support person.
Use simple, clear language: Speak in plain words and short sentences.
Face the passenger and speak clearly: Only when it is safe to do so.
Reduce background noise: Turn off the radio, close windows, and limit distractions.
Listen and confirm understanding: Repeat back instructions or requests to ensure you’ve understood. Summarise, for example, “So, you’d like to go to Main Street Hospital, right?”
Rephrase when needed: Use different words to clarify instructions.
Be patient: Give extra time for passengers to respond; some may repeat questions or take longer to communicate.
Use positive non-verbal communication: Smile, nod, and maintain a relaxed posture.
Problem solving for destinations: If you don’t understand a location, politely ask:
- “Is there another way you can show me where you’d like to go? Can you write it down or point to it?”
- “Would you like to write it on paper, or show it in my GPS?”
Use communication aids if needed: Talking Taxis Communication Boards or other tools from ST Vic can help passengers share information more easily.
Tip: Patience, asking about communication preferences, and using clear communication helps every passenger feel respected, included, and safe.
Responding to a Passenger Medical Emergency
If a passenger experiences a medical episode during a trip, follow these steps:
Ensure Safety and Assess the Situation
- Park the vehicle safely and turn on hazard lights.
- Observe the passenger for responsiveness and any visible distress. Do not attempt to physically touch, move or treat the passenger unless directed by emergency services.
Call Triple Zero (000) immediately
- Advise your location (be as specific as possible).
- Give a description of your vehicle (colour, registration).
- Explain what you are observing in your passenger.
- Follow any instructions from the emergency operator.
- Stay on the line until help arrives.
Be Prepared
- Consider doing a first aid training course. It can help you feel more confident and prepared in emergencies and may help save a life.
Transporting Assistance Animals
Under Regulation 26 of the Commercial Passenger Vehicle Industry Regulations 2018 and the Disability Discrimination Act 1992 (Cth):
- Drivers must not refuse a passenger because they have an assistance animal.
- Assistance animals must be allowed to travel in the passenger area.
- Refusing a trip can result in penalties, including fines, loss or suspension of CPV accreditation, or prosecution.
What drivers need to do:
- Allow the assistance animal to travel with the passenger.
- Follow the passenger’s instructions about their animal.
Tip: Ask questions if unsure — most passengers are happy to explain how their animal works.
- Ensure the vehicle is safe and accessible for both the passenger and the animal.
- Respect the passenger’s choice of where to sit with their animal, while keeping safety in mind.
Examples of assistance animals:
- Guide or hearing dogs
- Mobility support animals
- Medical alert animals
- Psychiatric support animals
Remember: Assistance animals are working animals, not pets. They are trained to behave calmly and are kept clean and well-groomed. They help passengers with independence, safety, and wellbeing.
Treat both the passenger and their animal with respect and professionalism.
Passengers with assistance animals must always be accepted — it’s the law.