Chapter 5: Transporting Passengers Safely

Loading, Securing and Unloading Passengers in Wheelchairs Procedure

The following checklist outlines the safe procedure for loading, securing and unloading passengers in wheelchairs.

Drivers should follow this procedure carefully to ensure a safe, professional, and compliant service for all passengers.

Important: Only a W-endorsed CPV driver is permitted to operate the hoist or lifting platform and wheelchair restraint system.

Loading a Passenger

Getting Ready

1. Ensure the vehicle is parked legally, in a safe place and on level ground. Turn on the hazard lights if required to be more visible to others.
   Safety Tip: If the vehicle must be parked on a sloping surface, double-check the handbrake is engaged with the transmission in ‘PARK’ and ensure the front of the vehicle is facing downhill.
2. Before opening the rear tailgate door, ensure there is enough space between the wheelchair and the rear of the vehicle to allow the door to open safely.
3. Check that the wheelchair brakes are applied / power is off.

Using the Hoist

4. Safely open the rear tailgate door and lower the hoist fully to the ground.
5. Ask the passenger if they would like assistance to move the wheelchair onto the hoist. Always get agreement first on who will position the wheelchair.
   Safety Tip: Always check the hoist weight-limit. Never exceed its rated capacity or stand on the hoist while it is lifting.
6. Position the wheelchair onto the hoist platform, facing forward (towards the vehicle, away from you). If the passenger is operating the wheelchair themselves, keep one hand on the wheelchair handle and guide them if needed.
7. Ensure the wheelchair is stable and the brakes are applied / power off.
   Safety Tip: If fitted, secure the hoist safety strap around the back of the wheelchair.
8. Check that the passenger’s legs and feet are clear of the gap between the platform and the vehicle.
9. Check the passenger is ready and advise the passenger they can hold on to the hoist handle.
10. Advise the passenger that lifting will commence.
11. Stand next to the lift and raise the platform smoothly, keeping one hand on the wheelchair and the other on the controller.
    Safety Tip: Always stay alert, close, and ready to assist if the wheelchair moves unexpectedly.

Moving a Passenger into the Vehicle

12. Ensure the hoist platform is level with the vehicle floor.
13. From the ground, stand next to the lift, keep one hand on the wheelchair, release the brakes, and carefully move the wheelchair as far forward into the vehicle as possible.
14. Apply the wheelchair brakes / power off.
15. Carefully step onto the hoist platform while keeping hold of the hoist handle or vehicle handle. Release the brakes and carefully push the wheelchair into position inside the vehicle.
16. If the driver is unable to step onto the hoist platform, a portable step stool may be used.
    Safety Tip: Only use a properly rated portable step stool that meets Australian Standards or is clearly marked by the manufacturer with a safe working load. The step must be stable, non-slip, and suitable for the task. Ensure it is safely stowed during transit to prevent movement or injury.
17. Apply the brakes / power off once the wheelchair is correctly positioned inside the vehicle.

Securing the Wheelchair and Passenger

18. Attach all four wheelchair restraints to the wheelchair’s designated securement points and the vehicle floor anchors. Do not attach to the wheels, footrests, or any removable parts.
19. If the vehicle is on level ground, attach and secure the four wheelchair restraints in an order that is simplest to manoeuvre from your position (whether you are positioned from the front or the back of the wheelchair).
    Safety Tip: If the vehicle is on a decline, always attach the rear restraints first to prevent the wheelchair rolling forward. If the vehicle is on an incline, always attach the front restraints first to prevent roll back.
20. Ensure the front wheelchair restraints are positioned in a “V” shape from the wheelchair to the floor anchors. Position the rear wheelchair restraints straight from the back of the wheelchair to the floor anchors.
21. Lock all wheelchair restraints into place and tighten using the ratchet.
22. Before attaching the vehicle passenger seatbelt, explain what you are about to do and ask for the passenger’s permission. Attach and fit the vehicle passenger seatbelt correctly across the shoulder and waist. The vehicle passenger seatbelt is designed to secure the passenger – not the wheelchair. So, ensure the seatbelt snuggly secures the passenger.
    Safety Tip: Even if the wheelchair has its own in-built belt or harness, it is not designed to protect a passenger in the event of a crash. You must always use the vehicle seatbelt to secure the passenger.
23. Re-check all four wheelchair restraints and the passenger seatbelt to ensure all are fitted correctly, tight and secure.
24. Exit the vehicle and secure the hoist in its stowed position. Close the rear tailgate door.
25. Before starting the trip, ask if the passenger requires any further assistance and if they are comfortable.

Unloading a Passenger

When unloading a passenger, the hoist equipment and restraint system must only be operated by a W-endorsed CPV driver.

Getting Ready

1. Ensure the vehicle is parked legally, on level ground (where possible) and in a location with enough room to safely unload the passenger and lower the hoist. Turn on the hazard lights if required to be more visible to others.
2. Advise the passenger you have arrived at their destination.
3. Agree with the passenger, on who will operate and position the wheelchair and apply the brakes.

Releasing the Restraints

4. Open the rear tailgate door of the WAV and safely unpack the hoist from its stowed position, then raise the hoist to the level of the vehicle floor.
5. Ensure the wheelchair brakes are still applied / power off.
6. Advise the passenger you will remove their seatbelt and then carefully do so.
7. Release each of the four wheelchair restraints.
   Safety Tip: If the vehicle is on an incline, always release the rear restraints first to prevent roll back. If the vehicle is on a decline, always release the front restraints first to prevent the wheelchair rolling forward.
8. Confirm all four wheelchair restraints and the passenger seatbelt have been fully removed and will not interfere with the operation of the wheelchair when reversing.

Moving a Passenger out of the Vehicle

9. Make sure the hoist platform is level with the vehicle floor.
10. Ask the passenger if they are ready to reverse and confirm whether they would like your assistance.
11. Release the wheelchair brakes or turn the power on.
12. Stand behind the wheelchair and carefully roll it straight back as far as possible onto the hoist platform. If the passenger positions the wheelchair themselves, keep one hand on the wheelchair handle and guide them if needed.
    Safety Tip: Take it slow and be careful not to trip over walking backwards.
13. Apply the wheelchair brakes / turn power off and step off the hoist platform. A portable step stool may be used.
14. If the wheelchair needs further positioning to be fully on the hoist, release the brakes / power on whilst keeping one hand on the wheelchair, and carefully position the wheelchair to the end of the hoist.
15. Apply the brakes / power off.

Using the Hoist

16. Check the passenger is ready with their legs and feet clear of the gap between the hoist and the vehicle. Advise the passenger they can hold onto the hoist handle.
    Safety Tip: If fitted, secure the hoist safety strap around the back of the wheelchair.
17. Stand next to the lift and lower the platform smoothly, keeping one hand on the wheelchair and the other on the controller.
    Safety Tip: Always stay alert, close, and ready to assist if the wheelchair moves unexpectedly.
18. Once lowered to the ground, release the wheelchair brakes / power on and inform the passenger when it is safe to reverse off the hoist platform (or move the wheelchair safely off the hoist platform).
19. Assist the passenger to move to a safe location away from the vehicle and other potential hazards.
20. Return the hoist to its secured position and close the rear tailgate door of the vehicle. Secure any loose floor restraint anchor devices.

Ramps

Some WAVs have rear or side ramps for passengers to enter / exit. The driver should consider this guidance along with any ramp specific instructions, to determine how to safely load, secure and exit a wheelchair passenger.