Customers

In response to emerging technologies and changing customer expectations, the Queensland Government has announced a new, innovative framework for the personalised transport industry.

What does the new framework mean for customers?

In 2017 (for implementation in the second half of 2017)

  • Operator Accreditation requirements will be removed.
  • All booking entities must have government approval to operate.
  • Fares must be agreed up front or an estimate provided.
  • All drivers must be affiliated with an authorised booking entity.
  • All personalised transport services must be licensed.
  • Mandatory security cameras for personalised transport vehicles dependent on the risk profile of the vehicle
  • New financial and non-financial penalties for non-compliance
  • Electronic payment surcharges capped at 5%
  • All vehicles will be required to obtain and annual Certificate of Inspection
  • Security cameras will be mandatory for personalised transport vehicles based on the risk profile of the service.

What are my rights as a customer?

  • Receive a fare estimate for a booked hire service.
  • Be charged the correct fare and receive the correct change.
  • Not to be charged a booking fee if hailing a taxi from a rank.
  • Travel in a vehicle that adequately provides for your safety.
  • Request an itemised receipt.
  • Request assistance to board or leave a taxi.
  • Request assistance to load and unload your luggage (not excessive in weight).
  • Be accompanied by an assistance animal if required.
  • Wheelchair accessible vehicle customers retain the same rights they currently have.

In response to emerging technologies and changing customer expectations, the Queensland Government has announced a new, innovative framework for the personalised transport industry.

What does the new framework mean for customers?

In 2017 (for implementation in the second half of 2017)

  • Operator Accreditation requirements will be removed.
  • All booking entities must have government approval to operate.
  • Fares must be agreed up front or an estimate provided.
  • All drivers must be affiliated with an authorised booking entity.
  • All personalised transport services must be licensed.
  • Mandatory security cameras for personalised transport vehicles dependent on the risk profile of the vehicle
  • New financial and non-financial penalties for non-compliance
  • Electronic payment surcharges capped at 5%
  • All vehicles will be required to obtain and annual Certificate of Inspection
  • Security cameras will be mandatory for personalised transport vehicles based on the risk profile of the service.

What are my rights as a customer?

  • Receive a fare estimate for a booked hire service.
  • Be charged the correct fare and receive the correct change.
  • Not to be charged a booking fee if hailing a taxi from a rank.
  • Travel in a vehicle that adequately provides for your safety.
  • Request an itemised receipt.
  • Request assistance to board or leave a taxi.
  • Request assistance to load and unload your luggage (not excessive in weight).
  • Be accompanied by an assistance animal if required.
  • Wheelchair accessible vehicle customers retain the same rights they currently have.