Queensland Government logo

Inclusive booking and communication systems

Booking systems that support personalised transport services (such as taxis and ridesharing) need to be inclusive and accessible for all customers, including those with disabilities.

This is a legal requirement under the Disability Discrimination Act 1992 and other legislation.

If you hold a booking entity authorisation, this guide offers advice on how to improve your booking and communication systems so they are accessible and inclusive for everyone—from the moment a booking is made to the end of the trip.

This guide includes best-practice advice on:

  • app and website bookings
  • phone bookings (both automated and non-automated)
  • dispatch processes
  • communicating with customers
  • handling complaints.

Inclusive booking systems give everyone a way to book transport and receive quality customer service throughout their journey. This in turn has commercial benefits for service providers.

Note: You can also download the Inclusive booking and communication systems best practice guide (DOCX, 231KB).

Legal requirements for inclusive booking systems

Inclusive booking systems are not just best practice—they are a legal requirement.

By following these legal requirements and adopting inclusive practices, booking entities can ensure equal access and improved service for everyone.

Disability Discrimination Act 1992 (Cth)

The Disability Discrimination Act 1992 (DDA) requires that all public services, including booking systems, are accessible and provide equal service levels to people with disabilities.

Some of the requirements for booking entities under the DDA include:

  • ensuring service levels for people with disability are equal to service levels of customers without a disability
  • making reasonable adjustments to accommodate the needs of people with disability. This could involve modifying booking systems, providing additional assistance during the booking process, or ensuring information is accessible in various formats
  • providing training for staff so they can competently and respectfully interact with, and assist, people with disability.

Disability Standards for Accessible Public Transport 2002 (Cth)

The Disability Standards for Accessible Public Transport 2002 (DSAPT) is secondary legislation under the DDA.

Section 33.6(3)(a) of DSAPT requires booking entities to give passengers direct assistance when it’s needed to ensure equal access to services, or when it can be reasonably provided without causing hardship.

Transport Operations (Passenger Transport) Act 1994 (Qld)

Section 68(b) of the Transport Operations (Passenger Transport) Act 1994 has an objective for personalised transport services, including booking services, to be accessible to members of the public, including people with disability.

Transport Operations (Passenger Transport) Regulation 2018 (Qld)

Section 82(2) of Transport Operations (Passenger Transport) Regulation 2018 requires taxi booking entities to take bookings from a person using a wheelchair or a Taxi Subsidy Scheme member at any time.

Taking bookings via an app or website

Booking entities should apply the following best practices for inclusive and accessible websites and apps.

Inclusive design and testing

  • Co-design booking apps with people with disability and the advocacy sector. Where co-design isn’t practical, make sure people with a range of accessibility needs test the apps before you release them.
  • Make sure your websites and apps meet at least Website Content Accessibility Guidelines (WCAG) Level 2.1 AA accessibility standards. If your technology allows, aim for a higher level to improve access for more people.
  • Check that digital content can be read and is compatible with a wide variety of screen readers. Read more about designing and developing for web accessibility on the W3C website.

Providing alternative access options

Provide other, easy access options if features of the app are incompatible with screen readers.

For example, you could provide an option to receive text messages when the vehicle is approaching a pick-up location instead of only providing vehicle map tracking.

Capturing accessibility needs

  • Give customers the ability to select that they have accessibility needs, or require assistance from the driver, before finalising the booking.
  • Give customers a way to specify their needs using their preferred booking method (e.g. a free text field in the booking app to communicate accessibility requirements or pick-up instructions).
  • The customer shouldn’t have to use an additional or alternative method to provide accessibility needs (such as making a booking via an app then having to call a call centre to specify their accessibility needs).

Communicating accessibility needs to drivers

Confirm that the driver knows and understands the customer’s accessibility needs.

For example, a trip with accessibility requirements may require a driver to acknowledge the requirements. This will give booking company confirmation that the driver has received the relevant information.

Improving customer experiences (scenario)

  • Kai (he/him/his) used a booking app to request a ride from the train station to his home.

    Kai is a young man with cerebral palsy. Because of his medical condition, he has mobility requirements. He finds it difficult to walk short distances and sometimes needs to use a walker or wheelchair.

    On this day, Kai didn’t have a mobility aid with him because he didn’t think he would need to walk far. When the driver received the booking details through the booking system, the map directed the driver to the street but didn’t say that Kai was waiting at the north entrance of the train station.

    The booking app lets drivers call customers. Because the driver wasn’t directed exactly to Kai’s waiting location, the driver drove away without attempting to contact Kai. This left Kai in a vulnerable position and unable to get home.

  • Booking entities should have processes to:

    • allow Kai to note mobility limitations/disability and a precise pick-up location in the booking
    • prioritise Kai’s online booking
    • give the driver access to Kai’s booking information, such as his accessibility needs and precise pick-up location
    • allow the driver to call Kai:
      • when they are at or approaching the pick-up location
      • to confirm the precise pick-up location if booking information is missing
    • give Kai driver location updates while he waits for his ride to arrive. This could be via:
      • text messages or notification banners in the app
      • phone calls or voice messages from the booking system team.

Taking bookings over the phone

Booking entities should apply these best practices for inclusive and accessible phone bookings:

  • Before finalising the booking, find out if the customer has accessibility needs, or needs assistance from the driver.
  • Confirm that the driver will be aware of the customer’s accessibility instructions.
  • If their pick-up time is delayed, or no vehicles are available, call the customer and give them an estimated pick-up time. Keep them updated and then call again to make sure they get in the vehicle when it arrives.

Automated phone bookings

When using automated phone bookings, you must offer alternatives for customers who can’t use a phone due to their accessibility needs. This will help your business comply with the Disability Discrimination Act 1992.

Offer accessible options

Best practice for automated phone booking systems can involve redirecting customers to more accessible channels.

  • As the first prompt, offer customers the option to:
    • speak with call centre/dispatch staff
    • receive communication through text message or email.
  • Deploy a bypass function for identified customers to be directed straight to the call centre/dispatch staff. Train staff to ask customers with accessibility needs if they would like to be automatically redirected to the call centre/dispatch staff for future bookings.

Confirming booking details

  • Program the automated booking message to repeat details of the booking for customer confirmation, either by responding verbally (“please say ‘yes’ to confirm your booking”) or using the keypad (“please press one to confirm”).
  • Send a follow-up text message to the customer with their booking details once the phone booking is complete.

Handling non-responsive customers

If customers don't respond to automated prompts, immediately redirect them to a call centre/dispatch staff to assist with their booking.

Support assistive technologies

Make sure booking systems can handle assistive technologies used by people who are deaf or hard of hearing, such as the National Relay Service (NRS), video relay, or other assistive technology.

Non-automated phone bookings

Booking entities should apply these best practices for non-automated phone bookings:

  • Train staff who take phone bookings to communicate effectively with customers with disability, take essential booking information and follow processes to proactively manage accessible trips.
  • Record specific pick-up information for the booking so the driver can meet the customer's specific accessibility needs. For example, when a customer is blind or has low vision, the driver may need to call or text them when they arrive at the pick-up point or get out of the car to greet them.
  • When needed, connect to assistive technology such as the National Relay Service (NRS), Auslan interpreters or other assistive technology used by people who are deaf or hard of hearing.
  • Prioritise bookings for people with disability. Call centre staff should monitor these bookings and contact drivers, as required.

Improving customer experiences (scenario)

  • Dom (they/them/theirs) is legally blind and uses screen reading software on their phone to read words on the screen aloud.

    Dom phoned the local taxi company to book a ride from work to a medical appointment.

    Dom received booking confirmation via a message to their phone. It included a link to a visual map showing the location of the booked taxi and estimated time of arrival. The visual map isn’t compatible with Dom’s screen reading software.

    It started raining when Dom was waiting at the confirmed pick-up point. Dom got wet from standing in the rain because they didn't know how far away their ride was and didn't want to miss their trip if the driver couldn't see them waiting under the nearby shelter.

  • Booking entities should have processes to:

    • co-design booking systems and/or have people with disability assess them. For example, test that a variety of screen readers can read the notification messages
    • have scripts for dispatch staff to ask customers about any accessibility requirements and include these details with the booking so the driver knows
    • train dispatch staff to take accurate information, particularly for bookings with accessibility requirements and make delivery of these bookings a priority
    • give customers the option to get a text message within a certain time limit of the taxi arriving so they can get to their accessible pick-up point in time
    • regularly review customer feedback as part of continuous improvement and ensure internal processes support customer needs.

    For a better customer experience, the dispatch staff could ask Dom if they would like the driver to phone or text them on arrival and ensure the driver is aware of the instructions.

Dispatching jobs

Booking entities should apply the following best practices for inclusive and accessible dispatching processes.

Prioritise accessibility

  • Prioritise services for people with disability, including bookings for wheelchair-accessible services.
  • Use tailored approaches to help meet requested pick-up times for advance bookings, where appropriate, rather than relying on the same dispatch rules used for all trips.

Effective dispatch and communication

  • Use driver in-vehicle systems to flag priority jobs and direct them to the precise pick-up location.
  • Contact customers in real time when a booked service is delayed or hasn’t arrived. This will allow customers to consider alternative arrangements or wait in a safe place.

Monitoring and managing accessibility bookings

  • Contact customers when a trip is still pending acceptance from a driver.
  • Confirm pick-up location details.
  • Tell a customer about possible delays.
  • Re-issue and prioritise a job that hasn’t been accepted or has been cancelled.
  • Notify drivers of specific location details, customer accessibility requirements, or when a customer has requested assistance from the driver. For example, a customer who is blind or has low vision may need notice of the vehicle approaching or assistance to get in and out of the vehicle.
  • Ensure drivers don’t ‘complete’ a trip in the system if the service has not been provided. Monitor these behaviours and ensure effective strategies are in place to deter or eliminate occurrences to help address poor customer experiences and discrimination against people with disabilities.

Training and awareness

Provide regular training to all dispatch staff and drivers on anti-discrimination and general accessibility obligations.

Improving customer experiences (scenario)

  • Gerald (he/him/his) lives in Hervey Bay and requires a wheelchair.

    Gerald had an appointment with his doctor, which finished at 10am. Gerald decided to get an early lunch and buy groceries at the nearby shopping centre before heading home. Knowing that wait times can be long for a wheelchair accessible taxi (WAT), he rang the taxi company in advance and requested a pick-up at the taxi rank of the shopping centre for 1pm.

    Gerald finished his grocery shopping early and arrived at the taxi rank shelter at 12.30pm. While he was waiting, Sarah (she/her/hers) arrived at the taxi rank and Gerald overheard her booking a taxi. At 1.15pm, a WAT from the company Gerald booked with arrived at the taxi rank, but the driver advised the booking was for Sarah. Gerald explained that he had booked in advance. The taxi driver apologised and continued to assist Sarah into the vehicle.

    Gerald called the booking company to follow up on his booking and was advised a vehicle would not be available at his location until 2.30pm. When no vehicles had arrived at 2.45pm, Gerald called the company again and was advised the booking had been cancelled. The operator said they would dispatch a new WAT as a priority. Gerald was irate as it had already been a long wait, and he had made the effort to book in advance.

  • Booking entities should have processes to:

    • prioritise wheelchair accessible vehicle bookings
    • release advance bookings for wheelchair accessible vehicles earlier than other jobs to help ensure a vehicle is available at the requested time. Review your dispatch procedures to decide when different types of bookings should be allocated
    • immediately notify customers of delays or cancellations. For example, depending on notification preferences identified at the time of booking, dispatch staff could have sent a text or called Gerald to advise him of the delay and cancelled trip
    • train dispatch staff to take accurate information relating to accessible trip bookings and to coordinate priority delivery of these services with WAT drivers
    • train drivers on the legal requirements of delivering services to TSS and customers travelling in a wheelchair and the legal implications of refusing or cancelling a service
    • provide regular training to all dispatch staff and drivers on anti-discrimination and general accessibility obligations in line with state and commonwealth requirements
    • regularly review incidents and customer feedback as part of continuous improvement and ensure internal operating processes best support customer needs.

Communication with customers

Communication is key when providing excellent customer service and understanding customers' unique accessibility needs and requirements.

Booking entities should apply these best practices when communicating with customers:

  • Provide customers with regular updates about wait times and service availability from the time of booking until the end of their journey.
  • When customers book, give them the option to identify they have a disability, so their booking is prioritised and specific requirements are captured and given to the driver.
  • Ensure customers of all abilities can track or find out the location of the vehicle from when the driver accepts the booking until the trip ends.
  • Use the most accessible form of communication for customers who have identified specific needs and requirements. Although it is often the same way they made their booking, confirm this directly with the customer.
  • Have a clear and accessible complaint process that provides timely and effective results for issues raised by customers. Use learnings from this process to improve accessibility processes.

Improving customer experiences (scenario)

  • Priyanka (she/her/hers) lives in regional Queensland. She uses a wheelchair for a medical condition that impacts her mobility.

    Priyanka phoned the local taxi company in advance to book a wheelchair accessible taxi (WAT) to take her to a family wedding. Priyanka has been looking forward to the wedding for months and her cousin (the bride) had asked her to be involved in the ceremony.

    Unfortunately, a WAT did not arrive at the specified time. Priyanka's multiple calls to the taxi company over a 4-hour period went unanswered. She was devastated that she missed the wedding.

  • Booking entities can make processes to:

    • prioritise wheelchair accessible vehicle bookings
    • release advance bookings for wheelchair accessible vehicles earlier than other jobs to help ensure a vehicle is available at the requested time. Review your dispatch procedures to decide when different types of bookings should be allocated
    • ensure dispatch systems identify when a trip has not been completed by the driver and prioritise sending a new vehicle
    • advise customers of WAT availability and wait times when they book and regularly update them until their trip is complete
    • use call waiting or a message system make sure no calls are missed
    • train dispatch staff to take accurate information relating to accessible trip bookings and to coordinate priority delivery of these services with WAT drivers
    • train drivers on the legal requirements of delivering services to TSS and customers travelling in a wheelchair and the legal implications of refusing or cancelling a service
    • provide regular refresher training to all dispatch and drivers on anti-discrimination and general accessibility obligations in line with state and commonwealth requirements.

Handling booking system complaints

Effective complaint management can improve service providers’ reputations and processes. It shows customers that their feedback is valued and helps booking entities identify what is working well and what needs to be improved.

It’s best practice to have a clear customer-focused complaint policy that’s easy to access both internally and publicly. Make sure it’s available in multiple formats, including Easy Read, so all customers can use it.

Customer complaint policy

Your customer complaint policy should:

  • align with the Australian Standard 10002:2022 Guidelines for complaint management in organisations (ISO 10002:2022)
  • allow customers to make complaints, provide feedback, be notified of progress, and receive responses through a means of communication that is accessible to them
  • advise customers when complaints are received, whether they have been or will be considered, and whether action is necessary or has been taken
  • seek continuous improvement
  • make complaints easy, safe and include feedback on the result
  • maintain accurate and accessible records of complaints and resolutions
  • include training for staff who manage complaints to:
    • assess the complaint carefully
    • ask the customer what they believe is a reasonable result
    • manage expectations – explain what is and is not possible, how long the process will take, and what will happen next
    • focus on identifying solutions that meet the customer’s needs
    • check the customer is satisfied with how their complaint was managed.

Improving customer experiences (scenario)

  • Janey (she/her/hers) is a young professional from Brisbane. Janey has vision impairment and requires support from her guide dog, Max.

    Janey attended an industry conference at the Toowoomba Convention Centre. This is Janey’s first time in Toowoomba, and she is not familiar with the local area. At the end of the first day, staff from the conference booked a taxi for Janey to travel back to her hotel. She waited patiently at the pick-up point with Max.

    Janey was standing with other conference attendees who saw the taxi approaching. However, when the driver noticed Max, they continued driving past the pick-up point and cancelled the job. Conference staff booked four more taxis, and each driver refused to stop, even when directed by conference staff. Each driver cancelled the job as they drove past.

    Conference attendees said it was clear that each driver drove past and cancelled the job after noticing Janey had an assistance animal.

    Janey told a disability advocate about her experience. The advocate called the booking entity to lodge a complaint. The operator bluntly advised that, given Janey didn't see or make note of the taxi licence plates, there was nothing they could do and hung up.

  • Booking entities should have processes to:

    • prioritise bookings for customers with accessibility requirements
    • include an ‘accessibility requirements’ screening question in the booking process
    • clearly identify customer accessibility requirements for drivers when they receive the booking
    • ensure drivers are aware of and meet their legal responsibility to accept customers with an assistance animal
    • train staff to communicate effectively with customers with disability
    • develop and use internal strategies for managing complaints about discrimination by drivers or dispatch staff. This may involve refresher training or more severe disciplinary action.

Review and improve your booking systems

It is best practice for booking entities to regularly review and improve their booking systems.

Be proactive

Being proactive about adopting best practice approaches can save time and money while strengthening relationships with customers. Making improvements before problems arise or mandatory reforms are introduced ensures your systems remain efficient and compliant.

Continuous improvement and feedback

  • Customer, driver, and staff feedback can all drive improvements.
  • Conduct reviews of booking systems and practices to address customer feedback and as part of continuous business improvement. Best practice recommends reviewing booking systems and how they meet customer needs each year.
  • Regularly consult with people who have lived experience of disability and/or disability advocacy groups to identify areas for improvement with the services you provide. This can be done through focus groups, surveys, customer complaints, and by actively seeking feedback on certain parts of the booking process.

Adapt to change

Respond to external factors in the review process.

For example, changes in technology, industry learning, and legislation (such as Disability Standards for Accessible Public Transport) or an increase in customer complaints.

Implement changes slowly

  • Make changes slowly to minimise disruption to companies and customers.
  • Prioritise improvements and introduce them gradually. This will cause less disruption to the business and allow you to evaluate changes.

Focus on accessibility

Improve your booking system for all customers, focusing on customers with accessibility needs.

Contact: General enquiries 13 QGOV (13 74 68)

© The State of Queensland 1995–2026