Refund Policy

3.(b).i. An application or annual renewal fee paid for bus and commercial passenger vehicle Driver Accreditation (Accreditation) is not refundable unless required by law.

3.(b).ii. No refund exists for customers who:

• withdraw their application,
• change their mind,
• surrender the Accreditation,
• fail to be approved or retain their Accreditation pursuant to either the Commercial Passenger Vehicle Industry Act 2017 or the Bus Safety Act 2009,
• fail to finalise their application, or experience delays in the processing of their application for Accreditation.

3.(b).iii. In the event a customer pays the same Accreditation application or annual fee twice (the same instance or period), ST Vic may consider the granting of a refund for the unsolicited amount.

3.(b).iv. An Accreditation that is subject to Automatic Mutual Recognition under the Mutual Recognition Act 1992 (Cth), will be eligible for a refund in the event that an application or annual fee is applied. No refunds exist under the standard Mutual Recognition process unless required by law.

3.(c).i. An application fee paid for Driving Instructor Authority (the Authority) may be eligible for partial refund in accordance with the Road Safety (Driving Instructors) Regulations 2020, in circumstances where ST Vic decides to grant the Authority for a term shorter than a 3-year period and a fee was paid in advance.

3.(c).ii. No refund exists for customers who:

• withdraw their application,
• change their mind,
• surrender the Authority,
• fail to be approved or retain their Authority pursuant to the Road Safety Act 1983 or other law.

3.(d).i. An application fee or annual fee paid for commercial passenger vehicle registration (CPV Registration) is not refundable unless required by law.

No refund exists for customers who:

• withdraw their application,
• change their mind,
• surrender their CPV Registration or fail to be approved or retain CPV Registration pursuant to the Commercial Passenger Vehicle Industry Act 2017 or other relevant law.

3.(e).i. An application fee paid for bus operator accreditation (Bus Accreditation) is not refundable unless required by law.

3.(e).ii. No refund exists for customers who:

• withdraw their application,
• change their mind,
• fail to finalise their application for Bus Accreditation or experience delays in the processing of their application for Bus Accreditation,
• fail to be approved or retain the Bus Accreditation pursuant to the Bus Safety Act 2009 or other law.

3.(e).iii. The holder of a Bus Accreditation is not entitled to a refund or partial refund if the number of buses proposed at the time the annual fee was paid reduces during that annual period.

3.(e).iv. A Bus Accreditation that is surrendered or cancelled by either the customer or ST Vic is not eligible for a refund or partial refund.

3.(e).v. A Bus Accreditation is non-transferable under the Bus Safety Act 2009. No refund exists for customers who sell or transfer their business.

3.(e).vi. In the event a customer pays the same Bus Accreditation application or annual fee twice (the same instance or period), ST Vic may consider the granting of a refund for the 2nd fee paid.

3.(e).vii. In circumstances where an accredited bus operator sells their business to another party, any portion of a previous payment for bus annual fees is non-transferable and is not subject to a refund or partial refund.

3.(f).i. An application fee paid for the issue of a Pilot Licence is not eligible for a refund.

3.(f).ii. A grant fee (also known as an issue fee) paid by a customer in conjunction with a Pilot Licence application, where in circumstances the application was successful is not eligible for a refund.

3.(f).iii. A grant fee (also known as an issue fee) paid by customer in conjunction with a Pilot Licence application, where in circumstances the application was not successful is eligible for a refund.

3.(f).iv. An examination fee paid by a customer who undertakes the examination for a grant, variation or renewal of a Pilot Licence is not eligible for a refund.

3.(f).v. Where a customer makes an application and payment for a Local Knowledge Certificate (LKC) and in circumstances where the customer fails the exam, ST Vic will refund the ‘issuance fee’ portion of the paid amount. The examination fee is not refundable.

3.(g).i. A customer who is a member of the Multi Purpose Taxi Program (MPTP), may make a request for a refund under the following circumstances:

• In limited circumstances,
  • if an attempt to use a damaged MPTP card and/or if the card failed to register in the taxi’s approved EFTPOS terminal and the fare was paid in full by the member.
  • if a MPTP card was lost and the member has a specified condition* (*dementia, brain damage, intellectual disability or visual impairment).
  • where a member had travelled without their MPTP card or an attempt to use the MPTP card failed.
• Where the member paid a full fare,
• Where the MPTP card was stolen (a police report must be provided as evidence and attached to the refund application),
• Where a MPTP Interstate Travel Voucher was issued and not accepted by the taxi driver from another state (a copy of the receipt of the fare taken must be attached to the refund application).

3.(g).ii. ST Vic will calculate and refund any eligible funds to the member based on the MPTP subsidy calculation at the time of the transaction (i.e. 50% of the fare up to $60.00 per trip) – including any amount under Extras, excluding amount for Service Fee/GST on Service Fee and Others on the receipt. The member must pay full fare to meet eligibility requirements. The refunded amount will be credited to the member’s bank account.

3.(g).iii. No refund exists for members whose MPTP membership or card has expired, and a receipt was not retained by the member.

3.(g).iv. No refund exists for MPTP members who have unused subsidy on their membership.

3.(h).i. An application fee or annual fee paid for a Booking Service Provider accreditation (BSP Accreditation) is not refundable unless required by law.

3.(h).ii. No refund exists for customers who:

• withdraw their application,
• change their mind,
• surrender the BSP Accreditation or fail to finalise their application for BSP Accreditation,
• experience delays in the processing of their application for BSP Accreditation
• fail to be approved under the Commercial Passenger Vehicle Industry Accreditation Act 2017 or by other law.

3.(i).i. ST Vic facilitates Wheelchair Accessible Vehicle (WAV) assessment bookings between customers and third-party WAV assessors. Customers are to make payment for training and assessment directly to the WAV assessor.

3.(i).ii. Unless required by law, ST Vic will not provide or facilitate refunds between the customer and the third-party WAV assessor.

3.(i).iii. ST Vic will not provide refunds to customers or to third-party WAV assessors for the purposes of WAV assessments and bookings.

• Where a refund application is submitted, a decision will be communicated to you within 30 business days. There are no internal review rights following this decision.
• ST Vic reserves the right to consider the appropriateness of a partial or full refund.
• Where an eligible refund is granted, please allow up to 30 business days for the transfer of any funds to your nominated bank account. All transactions will strictly be made via electronic funds transfer. ST Vic will not process refunds via cheques, or cash or other material things.

ST Vic collects information to verify your bank account details and process your request for a refund. Your personal information provided will be handled in accordance with ST Vic’s Privacy Policy and the Privacy and Data Protect Act 2014 (Vic). We will not share this information with any other individual or organisation unless required or authorised by law. If you have any questions about how your personal information will be handled or would like to gain access to your personal information, you can contact Safe Transport Victoria on 1800 638 802 or email [email protected].