An overview of driver, booking service provider (BSP), and vehicle owner training responsibilities under the Commercial Passenger Vehicle Industry Act 2017 (Vic) (CPVI Act).

Shared responsibility model

Under the CPVI Act, safety and compliance are shared responsibilities. Rather than placing all obligations on a single party, the CPVI Act places duties on drivers, vehicle owners, and booking service providers. Each is required to implement proactive risk management measures appropriate to their role, ensuring that services are safe, reliable, and accessible.

Multiple responsibilities

A person may hold more than one role. For example, someone may be:

  • A vehicle owner and a booking service provider
  • A vehicle owner and a driver
  • A driver and a booking service provider
  • Or all three: driver, vehicle owner, and booking service provider. In these cases, the person is bound by all relevant duties and must be familiar with each applicable section of the Act.

When a person holds multiple roles, they are responsible for complying with all applicable duties under the Act.

Other roles

STVic-endorsed Assessors:

While not duty holders under the CPVI Act, qualified assessors play a key role in evaluating the competency of CPV-accredited drivers seeking to become W-Endorsed, to deliver safe and inclusive commercial passenger transport services for passengers that use mobility aids.

Learn more about WAV assessors.

Training

This section outlines the roles and responsibilities of drivers, Booking Service Providers (BSPs) and vehicle owners in maintaining high-quality WAV services through information, instruction and training.

Under the CPVI Act, drivers have safety duties to take reasonable care for their own safety and the safety of others, and – where affiliated – to cooperate with their BSP to support compliance with legal obligations and the safe delivery of services.

Training is essential to help drivers meet these responsibilities. It builds the skills to safely use specialised equipment, manage risks, and provide inclusive passenger services that ensure passengers with disability can travel independently and safely.

To provide a WAV service first you must hold a valid Commercial Passenger Vehicle (CPV) driver accreditation. More information available here.

Once CPV accredited, you must complete a formal WAV endorsement process to provide wheelchair accessible commercial passenger services. This ensures you have the necessary knowledge and practical skills to operate a WAV safely and competently. Only drivers who have successfully passed the assessment and received a W-endorsement are allowed to provide WAV services to passengers who use wheelchairs or mobility scooters. More information on the WAV-endorsement process is available here.

All WAV drivers – whether affiliated with a BSP or operating independently – are expected to maintain their competency through ongoing learning, refresher training, and staying informed. This supports continuous improvement and helps ensure services remain safe, compliant, and responsive to change.

WAV drivers are encouraged to proactively refresh their knowledge and skills in the following situations:

  • When there are changes to vehicles or equipment being used
  • After a safety complaint or notifiable incident
  • If the driver has not operated a WAV for an extended period
  • In response to updates in rules, regulations, or systems
  • Whenever a refresher would benefit a driver’s confidence or performance

Additionally, WAV drivers should:

  • Regularly review updates and guidance from ST Vic
  • Stay up to date with changes to relevant laws or safety regulations
  • Maintain awareness of safe driving practices, including best practices for transporting passengers with disability
  • Follow all reasonable instructions, policies, and training provided by their Booking Service Provider (BSP) or vehicle owner, where affiliated.

  • Booking Service Provider (BSP) or Vehicle Owner, where affiliated: Drivers should first approach their BSP or vehicle owner for guidance, training, and support.
  • Safe Transport Victoria (ST Vic): The ST Vic website—especially the Wheelchair Accessible Vehicle page—offers up-to-date guidance, including the Guide to transporting passengers safely in a WAV, as well as resources and support materials tailored for WAV drivers. If further assistance is needed, drivers can contact ST Vic directly at: driver@safetransport.vic.gov.au
  • Training Providers: Drivers can enrol in registered training courses or online learning programs covering key topics such as disability awareness, safe wheelchair handling, and fatigue management.
  • Industry Associations and Driver Networks: Provide drivers with peer support, share best practices, and offer updates on changes to policies and safety requirements.

Drivers are recommended to keep a record of all training they receive. This may include training certificates, a logbook of activities completed, and any assessment results. Keeping these records helps demonstrate ongoing competency and supports compliance with their duties.

Under the CPVI Act both Booking Service Providers (BSPs) and vehicle owners have safety duties to ensure that WAV drivers are provided with the necessary information, instruction, and training to deliver safe, respectful, and competent services.

Training is essential to meeting this duty, as it ensures drivers understand how to safely operate WAVs, assist passengers with diverse needs, and provide services that uphold the dignity and safety of all passengers.

BSPs and vehicle owners must ensure that WAV drivers maintain their competency to ensure a safe service. This includes providing ongoing and periodic information, instruction, and training to help drivers refresh and update their knowledge and skills as needed, particularly in the following situations:

  • When there are changes to the vehicle or equipment being used
  • After a safety-related complaint or notifiable incident
  • If the driver has not operated a WAV for an extended period
  • In response to updates in relevant laws, regulations, or systems
  • Whenever a refresher would benefit a driver’s confidence or performance

  • Effective communication with passengers, using methods tailored to individual needs
  • Daily vehicle pre-operational safety checks
  • Operating wheelchair hoists and lifting platforms
  • Proper use of wheelchair restraints (4-point tie-down)
  • Correct use of passenger restraint systems (seatbelt/harness)
  • Changes to traffic and road laws, regulations, or systems
  • New safety procedures, guidelines, or guidance materials
  • Updates to WAV equipment, technology, and mobility devices
  • Accident prevention techniques

All BSPs and Vehicle Owners are recommended to keep records of all training provided to WAV drivers. Training records should include:

  • Driver’s full name
  • Driver’s accreditation number
  • Date of training completed
  • Type of training (induction, refresher, targeted)
  • Trainer details and qualifications
  • Training location
  • Records of any assessments

Maintaining these records provides evidence of completed training to demonstrate that safety duties have been met and supports ongoing driver competency.

Training can be delivered through various methods, including instructor-led sessions, web-based courses, or practical on-the-job training. BSPs may provide training directly or engage third-party providers to support driver competency.

Booking Service Providers (BSP) and Vehicle Owners are encouraged to establish and maintain clear systems to manage safety risks and ensure that WAV drivers receive the information, instruction and training needed to provide a safe service.

Both parties should coordinate to identify training needs, schedule refresher sessions, and ensure effective delivery of information, instruction, and training.

Parties should also have processes in place to monitor driver performance, promptly address any safety concerns, and continuously improve training outcomes.

By working collaboratively and maintaining robust processes and procedures, BSPs and vehicle owners help ensure WAV drivers are well-equipped to deliver safe, reliable, and respectful services to passengers.