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Information for Wheelchair Accessible Taxi Passengers

1. What is a WAT?

A wheelchair accessible taxi is a vehicle that has been specially modified to safely accommodate at least one and up to several persons in wheelchairs. Wheelchair accessible taxis are designed to enable both the person and their wheelchair to be safely secured in the vehicle.

2. What types of WATs are available?

There are a range of wheelchair accessible taxis operating in NSW, including:

  • Chrysler Voyager
  • Ford Transit
  • Flashcab
  • Toyota: Tarago, Hiace, Commuter
  • Holden Zafira
  • Mercedes Benz Sprinter and Vito
  • Volkswagen Transporter
  • Kia Carnival

3. What are the requirements for a WAT?

Wheelchair accessible taxis must meet the requirements under the:

  • Road Transport (Vehicle Registration) Regulation
  • Disability Discrimination Act (DDA) Transport Standards
  • Passenger Transport Regulation 2007
  • Australian Standard 2942-1994 (in respect of wheelchair restraint systems)

4. How do I book a WAT?

If you live in the Sydney metropolitan area and make a WAT booking through the 0200 network, on 8332 0200, you may request a specific type of WAT.

Please note that if you ask for a specific type of WAT, there may be a delay, if the nominated vehicle is not immediately available.

5. When can the driver turn on the taxi meter?

A driver can turn on the taxi meter as soon as the taxi arrives at the booking address, being on or after the specified time of the booking, but only after you have been notified of its arrival.

The WAT driver can have the taxi meter operating while you and your wheelchair are being loaded and safely secured inside the WAT.

6. When must the WAT driver turn off the meter?

The WAT driver must turn off the meter:

  • When the WAT arrives at the specified destination
  • Before asking you for payment
  • Before unloading you from the vehicle
  • A receipt must be given when the fare is paid

7. What happens if my journey is interrupted?

In the event that the WAT driver has to stop the journey, (e.g. to put fuel in the vehicle or change a flat tyre) the meter must be turned off until the journey is restarted.

8. Can I tell the driver what route to take?

As a passenger, you have the right to choose the route you travel to your destination. Unless requested otherwise, a driver must use the most direct route.

9. What assistance is a WAT driver obliged to give me?

If you require assistance to board or leave a WAT, or you ask for help with your luggage or shopping, the WAT driver must provide reasonable assistance.

In addition, upon arrival at your destination, you may ask the WAT driver to push you, for example, to your home or office, doctors surgery, railway station etc. This must be done without charge.

10. How will my wheelchair and I be secured in a WAT?

If your wheelchair cannot be safely secured, for example if it doesn't have adequate anchorage points for the required restraint system, then the driver cannot carry you.

11. Do I have to wear a seat belt and have my wheelchair secured?

As a WAT passenger you are required by law to wear a seat belt (except if you have a medical certificate exempting you) and you must have your wheelchair secured while in transit.

If your doctor has given you a medical certificate exempting you from wearing a seatbelt, you must carry the certificate with you when you travel in a WAT and comply with any conditions specified in the certificate.

12. Does a WAT driver receive special training?

Yes, they are required to undergo additional training to become approved WAT drivers, and a small wheelchair logo appears on their driver authority, signifying that the driver is approved to drive a WAT.

13. What do you need to do to comply with the Taxi Transport Subsidy Scheme rules?

You can only use travel vouchers that have your name on them and a taxi driver may ask you for proof of identification before accepting the voucher.

Subsidies are limited to 50% of the metered fare up to a maximum of $30 subsidy per trip i.e. if the fare is $70, the maximum subsidy payable is $30 and the passenger pays $40.

Only one travel voucher can be used per single journey.

Travel vouchers need to be fully completed by you wherever possible.

If you are unable to sign a voucher, a carer or guardian can sign on your behalf and the person's relationship to you should be recorded.

If you are alone and unable to sign the voucher, the taxi driver can complete the signature as P.U.T.S. (passenger unable to sign).

You must undertake actual travel whenever your voucher is used. It is an offence for you and/or taxi drivers to use or accept TTSS vouchers if you are not the person travelling.

Please:

  • Do not attempt to pay the fare with more than one TTSS voucher
  • Never give a TTSS voucher to someone else to fill in
  • Make sure your voucher is filled in correctly, at the time of hiring

14. What are my rights and responsibilities as a taxi user?

As a WAT user, you have the right to:

  • Decide on the route
  • Stop your journey at any time and pay the fare owing
  • See the taxi meter from your seated position (in some WATs, an additional meter display is located in the rear of the vehicle)
  • Refuse multiple hiring
  • Have the air conditioning on
  • See the WAT driver's authority number, which is displayed on the driver's ID
  • Use a standard taxi, if you are able to transfer to and from a manual wheelchair

Your WAT driver should:

  • Be courteous and helpful
  • Know and obey all the traffic laws
  • Be neat, clean and tidy
  • Wear a uniform

Your WAT should be:

  • Smoke free
  • Clean and tidy
  • Well maintained

As a WAT passenger, you must:

  • Pay the correct fare, including any tolls and booking fees that apply
  • Wear a seat belt at all times, unless you have a medical exemption
  • Not eat, drink or smoke in the taxi
  • Not swear, or act in an offensive way
  • Not ask the WAT driver to stop in an area where it is illegal or unsafe
  • Ensure any children under 12 months that are travelling with you are secured in an approved child restraint
  • Let the WAT driver know if you need change for $50 or more

15. How do I make a suggestion, compliment or complaint?

If you have any suggestions, compliments or complaints about a WAT or WAT driver:

  • You can call the Taxi Hotline: 1800 648 478 or 131 500
  • Send an email, using the taxi feedback form on the 131 500 Transport Information web site

To assist the Ministry of Transport to follow up your feedback, please give us as much information as possible, including:

  • Details of the WAT's number plate
  • Name of the taxi network
  • WAT driver's identification number, which must be displayed on a card along with the WAT driver's photo
  • Time and date of the journey

16. Contact details for TTSS

Telephone: 1800 623 724 (Toll Free)
Fax: 8836 3122
Email: ttss@transport.nsw.gov.au
Post: Ministry of Transport
Locked Bag 5067
PARRAMATTA NSW 2124