Did you know?

As a CPV driver, you hold a key to independence and freedom for over 1 million Victorians living with disability.

However, more than one in ten passengers with disability report being refused service in a CPV due to their disability. Others have reported unpleasant rides, with drivers asking intrusive personal questions.

Transport is More Than Just A Ride

As a CPV driver, your role is more than just behind the wheel. Every passenger you encounter, especially those living with a disability, is entrusting you with not just their safety, but also their dignity, respect, and overall experience.

This is why ‘you make the difference’.

So, when transporting passengers with disability, keep the following things in mind:

  • Be Patient: Some passengers might need extra time to board or exit the vehicle. Always allow for this without rushing them.
  • Be Respectful: Avoid asking intrusive questions about their disability or personal life. Treat these passengers like you would anyone else.
  • Avoid Assumptions: Everyone’s needs are unique. Don’t assume all passengers with disability require the same kind of assistance.
  • Know the Law: Remember, refusing service to someone based on their disability is discrimination.

Behind Every Passenger is a Story

Every destination has its story. Whether it’s a job interview, a family reunion, or a medical check-up, your service can light up the way.

As a driver, you can be the reason why a journey is just as special as the destination, especially for those with disability.

Below, we hear from passengers with disability on their experiences with CPVs.

Assistance Animals

Dogs aren’t just humanity’s best friend, they’re also assistance animals that help people with disability live their lives independently.

All CPV drivers are legally required to take passengers accompanied by assistance animals. These animals are highly trained, clean, do not bite, and are performing a service integral to the life of the passenger.

When transporting passengers and their assistance animals, keep the following things in mind:

  • It is illegal for drivers to refuse service to a passenger with their assistance animal.
  • Some assistance animals wear identification, but others do not. As long as they’re trained to help a person alleviate their disability, they’re considered an assistance animal.
  • Assistance animals come in all shapes, sizes, and breeds.
  • Assistance animals are not pets. They are working dogs there to support their handler. This means they are allowed in ALL CPVs, and are not limited to ‘Uber Pet’.
  • Assistance animals go through rigorous safety and relationship training from when they are very young. Their extensive training means they will not bite, lick or jump on you

Wheelchairs in CPVs

When transporting a passenger in a wheelchair, regardless of whether it’s in a CPV or WAV, consider the following for a smooth and safe ride:

    • Ask for permission prior to moving a passenger in a wheelchair
    • Ask how you can assist them into and out of the vehicle
    • Ask the passenger if they need help before putting on their seatbelt
    • In a WAV, ensure the person is safe and ready before lifting them into position when using a rear hydraulic lifter
    • Store any mobility aid safely and where it will not interfere with the movement of passengers into or out of the vehicle
    • Offer to assist to load and unload any mobility aids
    • Help passengers take any mobility aid, luggage or other items into and out of the vehicle

To learn more about your responsibilities transporting a passenger in a wheelchair, visit here.

The Glovebox Podcast

Be The Difference

Our state thrives when everyone is included. Every gesture, every smile, every bit of assistance, counts. You make the difference!

Been refused a ride? Here’s how to make a complaint

If you’re a passenger with disability and have been unfairly treated or refused service when using a taxi or rideshare, you can file your complaint to the Victorian Equal Opportunity & Human Rights Commission (VEOHRC) by visiting their website or calling them on 1300 292 153.