Forms
(Templates)
Department of State Growth
Passenger Transport
Operator Accreditation
Department of State Growth
Passenger Transport Branch
GPO BOX 536
Hobart Tasmania 7001
Phone: 03 6166 3275
Email: operator.accreditation@stategrowth.tas.gov.au
This manual is available online at: www.transport.tas.gov.au/passenger/operators
1 Passenger Transport Operator Accreditation Forms Passenger Transport Operator Accreditation Forms 1
Standard/
Form
Document
1.4 Register of vehicles
• General vehicle register
• Taxi and luxury hire car register
2
2.2 Pre-departure checklists
• Bus (regular use)
• Bus (occasional use)
• Taxi (regular use)
• Taxi (occasional use)
• Small passenger vehicle (regular use)
• Small passenger vehicle (occasional use)
4
2.2A Record of daily inspections 10
2.3 Fault and clearance report 11
2.5 Emergency management procedures 12
3.2 Register of drivers
• Taxi and luxury hire car
• Other passenger transport services
13
3.3 Driver monitoring 15
3.4 Passenger behaviour management procedures 16
3.5 Reportable incident management procedures 21
2 Passenger Transport Operator Accreditation Forms
Form 1.4
Register Of Vehicles - Bus and Small Passenger Vehicles
This form sets out the minimum information that you are required to keep for each vehicle for accreditation.
You may wish to create a more detailed form that includes additional information about the vehicles, such as
the date and place of purchase and the due date for replacement.
Vehicle
number /
identier
Registration
number
Registration
expiry
Vehicle
make / model
Seating /
operational
capacity
Manufacture
date (mm/yy)
First inspection
due (refer to
Standard 2.1)
Second
inspection due -
if relevant (refer
to Standard 2.1)
3 Passenger Transport Operator Accreditation Forms
Form 1.4
Register Of Vehicles (Taxi And Luxury Hire Car)
This form sets out the minimum information that you are required to keep for each vehicle for accreditation.
You may wish to create a more detailed form that includes additional information about the vehicles, such as
the date and place of purchase and seating capacity.
Passenger Transport Operator Accreditation Forms 3
Vehicle
number /
identier
Registration
number
Registration
expiry
Vehicle
make /
model
Seating
capacity
Manufacture
date
(mm/yy)
Date from
which vehicle
can no longer
be used as a
taxi / luxury
hire car
First
inspection
due (refer
to Standard
2.1)
Second
inspection
due - if
relevant (refer
to Standard
2.1)
4 Passenger Transport Operator Accreditation Forms
Form 2.2
Pre-Departure Checklist (Bus)
Item
O.K Defective
Mon Tue Wed Thu Fri Sat Sun
Name of person conducting the check
Interior check
• Check vehicle was secured overnight and no unexpected or
suspicious items located
• Check seatbelts (if tted)
Lights and reectors
• Check all lights including clearance lights for working order
• Check reectors and lenses for breakages
Regulation signs and labels
• Check that registration sticker (if required), inspection label and
no-smoking sign are afxed
• Check vehicle is currently registered (if no registration sticker)
Mirrors, windows and windscreens
• Check mirrors are securely mounted
• Windscreens, windows and mirror surfaces are clean and
checked for damage
Wheels, tyres and rims
• Tyre pressure and tread integrity
• Wheels, rims and retaining rims
• Wheel security (loose or missing wheel nuts)
Horns and signals
• Check that horn is in working order
• Check for audible reversing signal if applicable
Wipers and washers
• Check that wipers are in working order and do not obstruct
driver’s forward vision
• Check that windscreen washers have sufcient uid to ensure
clear forward vision
Fire extinguisher
• Check that re extinguisher/s are correctly charged
Emergency exit
• Check that emergency hammer is in place
Oils / fuels / water
• Check levels
• Check for leaks of any uid (oil, water, refrigerant / coolant,
hydraulic uid, brake uid or other)
Structure and bodywork
• Check that all panels and readily visible structural members are
secure
Brakes
• Check that brake failure indicators are in working order
• Check pressure / vacuum gauges
• Check brake application whilst moving prior to departure
• Check air tank (if applicable)
Initials of person undertaking check on completion of check
Vehicle registration Week beginning
Note: If defect found complete fault report form (Form 2.3) and submit to Responsible Person
Pre-departure inspection checklist for vehicles operated regularly.
5 Passenger Transport Operator Accreditation Forms Passenger Transport Operator Accreditation Forms 5
Form 2.2
Pre-Departure Checklist (Bus)
Item
O.K Defective
Date
Name of person conducting the check
Interior check
• Check vehicle was secured overnight and no unexpected or
suspicious items located
• Check seatbelts (if tted)
Lights and reectors
• Check all lights including clearance lights for working order
• Check reectors and lenses for breakages
Regulation signs and labels
• Check that registration sticker (if required), inspection label and
no-smoking sign are afxed
• Check vehicle is currently registered (if no registration sticker)
Mirrors, windows and windscreens
• Check mirrors are securely mounted
• Windscreens, windows and mirror surfaces are clean and
checked for damage
Wheels, tyres and rims
• Tyre pressure and tread integrity
• Wheels, rims and retaining rims
• Wheel security (loose or missing wheel nuts)
Horns and signals
• Check that horn is in working order
• Check for audible reversing signal if applicable
Wipers and washers
• Check that wipers are in working order and do not obstruct
driver’s forward vision
• Check that windscreen washers have sufcient uid to ensure
clear forward vision
Fire extinguisher
• Check that re extinguisher/s are correctly charged
Emergency exit
• Check that emergency hammer is in place
Oils / fuels / water
• Check levels
• Check for leaks of any uid (oil, water, refrigerant / coolant,
hydraulic uid, brake uid or other)
Structure and bodywork
• Check that all panels and readily visible structural members are
secure
Brakes
• Check that brake failure indicators are in working order
• Check pressure / vacuum gauges
• Check brake application whilst moving prior to departure
• Check air tank (if applicable)
Initials of person undertaking check on completion of check
Vehicle registration
Note: If defect found complete fault report form (Form 2.3) and submit to Responsible Person
Pre-departure inspection checklist for vehicles operated occasionally.
6 Passenger Transport Operator Accreditation Forms
Form 2.2
Pre-Departure Checklist (Taxi)
Item
O.K Defective
Mon Tue Wed Thu Fri Sat Sun
Name of person conducting the check
Interior check
• Check no unexpected or suspicious items located
• Check seatbelts are serviceable and accessible to all passengers
Lights and reectors
• Check all lights (headlights, front park / side lights, tail lights, brake
lights, reversing lights, turn signal indicator lights, number plate light)
for working order
Regulation signs and labels
• Check inspection label, licence number plate, driver identication and
photograph, complaints telephone number, taxi security camera signs
and certication label, and no-smoking sign are afxed and clearly visible
• Check vehicle is currently registered
Mirrors, windows and windscreens
• Check mirrors are securely mounted
• Windscreens, windows and mirror surfaces are clean and checked for
damage
Wheels, tyres and rims
• Tyre pressure and tread integrity
• Wheels, rims and retaining rims
• Wheel security (loose or missing wheel nuts)
Horns and signals
• Check that horn is in working order
• Check for audible reversing signal if applicable
Wipers and washers
• Check that wipers are in working order and do not obstruct driver’s
forward vision
• Check that windscreen washers have sufcient uid to ensure clear
forward vision
Oils / fuels / water
• Check levels
• Ensure no leaks of oil, fuel, water, refrigerant / coolant, hydraulic uid
or brake uid
Structure and bodywork
• Check that all panels and readily visible structural members are secure
Brakes
• Check that brake failure indicators are in working order
• Check brake application whilst moving prior to departure
Taxi equipment
• Meter correctly sealed and working
• Taxi roof sign afxed and operational
• Tariff lights afxed and operational
• Security camera indicates system is operational
Fire extinguisher (if tted)
• Fire extinguisher/s correctly charged
Emergency release mechanism (WATs)
• Emergency release label clearly visible from exterior of vehicle
Initials of person undertaking check on completion of check
Vehicle registration Week beginning
Note: If defect found complete fault report form (Form 2.3) and submit to Responsible Person
Pre-departure inspection checklist for vehicles operated regularly.
7 Passenger Transport Operator Accreditation Forms
Form 2.2
Pre-Departure Checklist (Taxi)
Item
O.K Defective
Date
Name of person conducting the check
Interior check
• Check no unexpected or suspicious items located
• Check seatbelts are serviceable and accessible to all passengers
Lights and reectors
• Check all lights (headlights, front park / side lights, tail lights, brake
lights, reversing lights, turn signal indicator lights, number plate light)
for working order
Regulation signs and labels
• Check inspection label, licence number plate, driver identication and
photograph, complaints telephone number, taxi security camera signs
and certication label, and no-smoking sign are afxed and clearly visible
• Check vehicle is currently registered
Mirrors, windows and windscreens
• Check mirrors are securely mounted
• Windscreens, windows and mirror surfaces are clean and checked for
damage
Wheels, tyres and rims
• Tyre pressure and tread integrity
• Wheels, rims and retaining rims
• Wheel security (loose or missing wheel nuts)
Horns and signals
• Check that horn is in working order
• Check for audible reversing signal if applicable
Wipers and washers
• Check that wipers are in working order and do not obstruct driver’s
forward vision
• Check that windscreen washers have sufcient uid to ensure clear
forward vision
Oils / fuels / water
• Check levels
• Ensure no leaks of oil, fuel, water, refrigerant / coolant, hydraulic uid
Structure and bodywork
• Check that all panels and readily visible structural members are secure
Brakes
• Check that brake failure indicators are in working order
• Check brake application whilst moving prior to departure
Taxi equipment
• Meter correctly sealed and working
• Taxi roof sign afxed and operational
• Tariff lights afxed and operational
• Security camera indicates system is operational
Fire extinguisher
• Check that re extinguisher/s are correctly charged
Emergency release mechanism (WATs)
• Emergency release label clearly visible from exterior of vehicle
Initials of person undertaking check on completion of check
Vehicle registration
Note: If defect found complete fault report form (Form 2.3) and submit to Responsible Person
Pre-departure inspection checklist for vehicles operated occasionally.
8 Passenger Transport Operator Accreditation Forms
Form 2.2
Pre-Departure Checklist (Small Passenger Vehicle)
Item
O.K Defective
Mon Tue Wed Thu Fri Sat Sun
Name of person conducting the check
Interior check
• Check no unexpected or suspicious items located
• Check seatbelts are serviceable and accessible to all passengers
Lights and reectors
• Check all lights (headlights, front park / side lights, tail lights,
brake lights, reversing lights, turn signal indicator lights, number
plate light) for working order
Regulation signs and labels
• Check inspection label, licence number plate (if required), and
no-smoking sign are afxed and clearly visible
• Check vehicle is currently registered
Mirrors, windows and windscreens
• Check mirrors are securely mounted
• Windscreens, windows and mirror surfaces are clean and
checked for damage
Wheels, tyres and rims
• Tyre pressure and tread integrity
• Wheels, rims and retaining rims
• Wheel security (loose or missing wheel nuts)
Horns and signals
• Check that horn is in working order
• Check for audible reversing signal (if applicable)
Wipers and washers
• Check that wipers are in working order and do not obstruct
driver’s forward vision
• Check that windscreen washers have sufcient uid to ensure
clear forward vision
Oils / fuels / water
• Check levels
• Ensure no leaks of oil, fuel, water, refrigerant / coolant, hydraulic
uid or brake uid
Structure and bodywork
• Check all panels and readily visible structural members are
secure
Brakes
• Check that brake failure indicators are in working order
• Check brake application whilst moving prior to departure
Initials of person undertaking check on completion of check
Vehicle registration Week beginning
Note: If defect found complete fault report form (Form 2.3) and submit to Responsible Person
Pre-departure inspection checklist for vehicles operated regularly.
9 Passenger Transport Operator Accreditation Forms
Form 2.2
Pre-Departure Checklist (Small Passenger Vehicle)
Item
O.K Defective
Date
Name of person conducting the check
Interior check
• Check no unexpected or suspicious items located
• Check seatbelts are serviceable and accessible to all passengers
Lights and reectors
• Check all lights (headlights, front park / side lights, tail lights,
brake lights, reversing lights, turn signal indicator lights, number
plate light) for working order
Regulation signs and labels
• Check inspection label, licence number plate (if required), and
no-smoking sign are afxed and clearly visible
• Check vehicle is currently registered
Mirrors, windows and windscreens
• Check mirrors are securely mounted
• Windscreens, windows and mirror surfaces are clean and
checked for damage
Wheels, tyres and rims
• Tyre pressure and tread integrity
• Wheels, rims and retaining rims
• Wheel security (loose or missing wheel nuts)
Horns and signals
• Check that horn is in working order
• Check for audible reversing signal (if applicable)
Wipers and washers
• Check that wipers are in working order and do not obstruct
driver’s forward vision
• Check that windscreen washers have sufcient uid to ensure
clear forward vision
Oils / fuels / water
• Check levels
• Ensure no leaks of oil, fuel, water, refrigerant / coolant, hydraulic
uid or brake uid
Structure and bodywork
• Check that all panels and readily visible structural members are
secure
Brakes
• Check that brake failure indicators are in working order
• Check brake application whilst moving prior to departure
Initials of person undertaking check on completion of check
Vehicle registration
Note: If defect found complete fault report form (Form 2.3) and submit to Responsible Person
Pre-departure inspection checklist for vehicles operated occasionally.
10 Passenger Transport Operator Accreditation Forms
Form 2.2 A
Record Of Daily Inspections
Date Checked by Signature Details of faults
Faults
reported
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
You may use this form to keep a summary record of each vehicle’s pre-departure inspections for the month.
Vehicle registration Month / Year
11 Passenger Transport Operator Accreditation Forms
Form 2.3
Fault and Clearance Report
Fault report Fault clearance
Item
no.
Date Description
of fault or
symptoms
Action
taken
(tick)
Actioned by
(name and
signature)
Reason for
action
Date Repairs /
action taken
Certied by
(name and
signature)
Repair
Defer
Monitor
Repair
Defer
Monitor
Repair
Defer
Monitor
Repair
Defer
Monitor
Repair
Defer
Monitor
Repair
Defer
Monitor
Repair
Defer
Monitor
Repair
Defer
Monitor
Vehicle details
Company / Operator
Vehicle registration Fleet / vehicle number Vehicle type Odometer reading
This form may be used to track vehicle faults, repairs and fault clearance.
12 Passenger Transport Operator Accreditation Forms
Form 2.5
Emergency Management Procedures
Introduction
This sample policy relates to the management of
emergency situations for vehicles involved in an
accident, breakdown or other situations where the
safety of the passengers or driver is compromised.
The procedures should include actions that drivers
must undertake if such a situation occurs to
ensure the safety of the passengers. These may
be dierent according to the type of incident that
occurs.
A summary of the procedures must be clearly
visible in each operating vehicle, along with any
incident report forms and information collection
forms you develop as part of the procedures.
Basic Procedures
1. Have a list of emergency phone numbers
for drivers
These might include:
• Depot or base
• Responsible operator
• Radio room
• Police
• Ambulance
• Fire
• Other as required (e.g. school, for school
bus services)
2. Outline key steps for a driver to take in the
event of an emergency
These should cover a variety of situations that
might occur and what the driver should do in each
case. This may vary according to the severity of
the incident and whether anyone has been hurt and
should include:
• Check on safety of passengers rst
• Contact Ambulance immediately if
someone is injured
• Circumstances when Police must be
called
• Advise depot/base/operator as soon as
possible
• Arrangements for passengers (whether
they should remain in the vehicle, or
where they should wait if the vehicle is
unsafe) – and what to do if passengers
refuse to comply
• Do not make admissions with respect to
liability in a collision
• Whether the driver should assist in
clearing the road of debris (if safe)
• Obtain details from the other party/
parties involved in a collision
• If the vehicle cannot be driven, make
alternative arrangements and advise
passengers
• If the vehicle can be driven, check all
systems before continuing on the journey
• Complete incident report at the time of
the incident
• Collect as much information from the
scene as possible at the time, including
witnesses, details of Police Ocers
attending the scene and any charges
made or pending, details of injured
persons (passengers or otherwise), a
brief sketch of the scene (or photographs)
• What the driver should do on return to the
depot/base
3. Keep records
As part of your emergency procedures you should
have relevant forms to ensure that the driver
collects all the information that is required after a
collision or other incident. These should be kept
in the vehicle with the summary of the emergency
procedures. They include:
• Information to be collected at the scene
of the incident (regardless of the type of
incident)
• Information to be obtained from third
parties involved in a collision
• Incident report form
13 Passenger Transport Operator Accreditation Forms
Form 3.2
Register Of Drivers (Taxi & LHC)
This is an example Driver Register that may be used by taxi and luxury hire car operators.
All drivers are to sign this register to indicate that they have read and understood the procedures and
policies that describe their duties, and agree that they will carry out their duties in the manner as described
in the manual.
Full name of driver
Address of driver
Driver’s contact phone
number(s)
Date of commencement of
employment
Driver’s licence number
and class
Expiry date
(day / month / year)
Driver holds Ancillary
Certicate (Y / N)
A/C expiry date
(day / month / year)
Checked by
(name and signature)
Date
Workers Compensation
insurer and policy number
Expiry date
(day / month / year)
Awareness of policies Driver’s signature* Date
Pre-departure inspections
Fault reporting system
Emergency management
Reportable incident
management
Passenger behaviour
management
Other
DRIVERS: If you do not understand any policies or procedures please discuss them with the
Responsible Person before you sign this form.
*By signing this form you conrm that you are aware of / have read and understood your duties and
obligations, and the procedures to be followed.
14 Passenger Transport Operator Accreditation Forms
Form 3.2
Register Of Drivers
This is an example Driver Register that may be used by operators of passenger transport services other
than taxi and luxury hire car services.
All drivers are to sign this register to indicate that they have read and understood the procedures and
policies that describe their duties, and agree that they will carry out their duties in the manner as described
in the manual.
Full name of driver
Address of driver
Driver’s contact phone
number(s)
Date of commencement of
employment
Driver’s licence number
and class
Expiry date
(day / month / year)
Driver holds Ancillary
Certicate (Y / N)
A/C expiry date
(day / month / year)
Checked by
(name and signature)
Date
Awareness of policies Driver’s signature* Date
Pre-departure inspections
Fault reporting system
Emergency management
Reportable incident
management
Passenger behaviour
management
Other
DRIVERS: If you do not understand any policies or procedures please discuss them with the
Responsible Person before you sign this form.
*By signing this form you conrm that you are aware of / have read and understood your duties and
obligations, and the procedures to be followed.
15 Passenger Transport Operator Accreditation Forms
Form 3.3
Driver Monitoring
You must check the details held in your Driver Register for each driver at a minimum of every 12 months to
ensure that each driver still holds a current driver licence and Ancillary Certicate.
You can verify that a driver has a current Ancillary Certicate on the Department’s website at
www.transport.tas.gov.au/passenger/operators Details on Ancillary Certicates can be found under the link
“Current Ancillary Certicates for Public Passenger Vehicles.
Driver’s name
Driver’s licence number, class
and expiry date (day / month / year)
Current?
Yes
No
Driver’s Ancillary Certicate
expiry date (day / month / year)
Current?
Yes
No
Checked by
(name and signature)
Date
Driver’s licence number, class
and expiry date (day / month / year)
Current?
Yes
No
Driver’s Ancillary Certicate
expiry date (day / month / year)
Current?
Yes
No
Checked by
(name and signature)
Date
Driver’s licence number, class
and expiry date (day / month / year)
Current?
Yes
No
Driver’s Ancillary Certicate
expiry date (day / month / year)
Current?
Yes
No
Checked by
(name and signature)
Date
16 Passenger Transport Operator Accreditation Forms
Form 3.4
Passenger Behaviour Management Policy Procedures
Introduction
This sample policy relates to the management of
passenger behaviour when a passenger travelling in
or on one of your vehicles behaves in a way that may
be a breach of the Passenger Transport Services
Regulations 2013 or that may compromise the safety
of the driver, other passengers or the safe operation
of the vehicle. Your policy must be consistent with
the requirements of the regulations regarding what
a driver or operator may reasonably do if a person is
committing an oence on or in the vehicle.
This is an example that would comply with
Accreditation Standard 3.4, but you may develop your
own passenger behaviour policy that meets the needs
of your business. For example, you may choose to
categorise dierent types of passenger behaviour
in dierent ways, and set out dierent procedures
for managing each group of behaviours. You might
decide that there are only certain oences where you
would want a driver to direct a passenger to leave the
vehicle, and that for other less serious oences the
driver should not do this. In cases of very dangerous
or potentially life-threatening behaviour, you should
consider including requirements for the driver to
contact Tasmania Police.
You may also wish to include procedures for drivers
in dealing with passenger behaviour that may not be
in breach of any regulations, but is still unacceptable
in terms of the Conditions of Travel for your service,
as set out in Regulation 11 of the Passenger
Transport Regulations. It is not mandatory to develop
Conditions of Travel for your service. Conditions of
Travel can cover any area that is not addressed in the
Passenger Transport Services Act or Regulations, but
must not be inconsistent with the legislation.
Your service’s Conditions of Travel must be displayed
in a prominent location inside the vehicle used to
provide the passenger transport service or, if this is
not practicable, they must be available to members of
the public on request (or could be published on your
website).
Whatever method you choose, your passenger
behaviour procedures must not contradict the Act
or the Regulations. For example, a driver must not
be permitted to direct a person to leave the vehicle
other than in the circumstances permitted by the
Regulations. Your driver may ask a person to stop
engaging in behaviour prohibited by your Conditions of
Travel, but they cannot direct them to leave the vehicle.
The example policy outlined below is suitable for
operators of large passenger vehicles. Operators
of small passenger vehicles (taxis, luxury hire cars,
restricted hire vehicles) would probably not require
as detailed a policy, as there are fewer passengers
travelling in these vehicles, who are mostly known to
each other.
It is recommended that you develop a pro forma
Incident Report for drivers to enable them to record
details of any incidents that occur on the road.
School bus operators: The contractual obligations
between the Department and school bus operators
may require dierent procedures to be followed for
misbehaviour by a student travelling on your service.
This may include requirements to notify the student’s
school and parents, and for action to be taken by
those parties. This is not included in the example
policy and does not form part of the accreditation
requirements.
17 Passenger Transport Operator Accreditation Forms
Example Policy – Behaviour Groups
This example policy groups the types of behaviours
that might be encountered on a passenger transport
service into four groups, ranging from minor nuisance
behaviours, to behaviours where someone’s physical
safety is threatened in an extreme manner.
The procedures for a driver to manage each type of
behaviour will vary according to the seriousness of the
behaviour.
Note that these are examples only and refer only to
behaviours that are oences under the Passenger
Transport Regulations. You may choose to group
behaviours dierently and also to specify behaviours
that are covered by your service’s Conditions of Travel.
Group 1 – Nuisance and Oensive Behaviour
(little or no risk of physical danger
to an individual or damage to the
vehicle)
Passenger Transport Services
• Behaving in an oensive or indecent
manner (regulation 16(1)(f))
• Using profane, indecent, obscene,
oensive or blasphemous language
(regulation 16(1)(g))
• Behaviour that is prohibited by the service’s
conditions of travel (regulation 11)
Regular Passenger Services
• Littering in the vehicle (regulation 16(2)(d))
• Placing feet on the seats of the vehicle
(regulation 16(2)(f))
• Spitting on the vehicle (regulation 16(2)(g))
• Playing an instrument (regulation 16(2)(h))
• Busking (regulation 16(2)(i))
• Eating or drinking a substance other
than water, unless this is necessary for
medical reasons (regulation 16(5)(a))
• Occupying more than one seat
(regulation 16(5)(b))
• Selling or distributing anything, or
attempting to do so (regulation 16(5)(c))
• Displaying a sign, or attempting to do so
(regulation 16(5)(d))
• Axing something to the vehicle or
attempting to do so (regulation 16(5)(e))
Group 2 – Dangerous Behaviour (some risk of
physical danger to an individual or
damage to the vehicle)
Passenger Transport Services
• Doing something to endanger the safety
of passengers, the driver or the vehicle
(regulation 16(1)(a))
o you would need to determine the types
of behaviour that would t into this
category (e.g. distracting the driver,
holding their own arms out the window,
pressing stop buttons repeatedly etc)
• Threatening, harassing or attempting
to intimidate another person (regulation
16(1)(b))
• Wilfully disturbing the comfort or
convenience of another person
(regulation 16(1)(d))
• Soiling, damaging or defacing another
person’s property (regulation 16(1)(e))
• Throwing things from the vehicle
(regulation 16(1)(h))
Regular Passenger Services
• Possessing an open container of alcohol
(regulation 16(2)(c))
• Having an animal on board the vehicle, other than
an animal permitted by law (regulation 16(2)(e))
• Failing to vacate seat for a person with a disability
or injury, an elderly person, a visibly pregnant
woman, a person accompanying a child less than
5 years of age or other person who appears to
have special needs (regulation 16(3))
18 Passenger Transport Operator Accreditation Forms
Group 3 – Very Destructive or Dangerous
Behaviour (high risk of physical
danger to an individual or damage to
the vehicle)
Passenger Transport Services
• Doing something to endanger the safety
of passengers, the driver or the vehicle
(regulation 16(1)(a))
o you would need to determine the types
of behaviour that would t into this
category (e.g. ghting etc)
• Wilfully obstructing or hindering another
person (regulation 16(1)(c)) – e.g.
preventing someone from getting o the
bus
• Soiling damaging or defacing the vehicle
(regulation 16(1)(e))
o you would need to determine the
types of behaviour that would t into
this category (e.g. breaking windows,
slashing seats etc)
Regular Passenger Services
• Smoking (regulation 16(2)(a))
• Drinking alcohol (regulation 16(2)(b))
Group 4 – Highly Dangerous or Potentially
Life-Threatening Behaviour (extreme
risk of serious physical danger to an
individual)
• Doing something to endanger the safety
of passengers, the driver or the vehicle
(regulation 16(1)(a))
o you would need to determine the types
of behaviour that would t into this
category (e.g. physically attacking the
driver or another passenger, spitting
at a person, lighting a re, threatening
harm with a dangerous weapon etc)
• Soiling damaging or defacing the vehicle
(regulation 16(1)(e))
o you would need to determine the types of
behaviour that would t into this category
(e.g. lighting a re, interfering with the
mechanical operation of the vehicle etc)
19 Passenger Transport Operator Accreditation Forms
Example Behaviour Management
Procedures
The examples set out below are examples of how your
drivers might be instructed to deal with behaviours that
fall into each of the four behaviour groups suggested
above. Again, these are examples only and you may
choose dierent approaches for your policy, provided
that these are consistent with the regulations.
Group 1 – Nuisance and Oensive Behaviour
(little or no risk of physical danger to an
individual or damage to the vehicle)
First incident => Driver advises passenger that
behaviour is inappropriate
& reminds passenger of
consequences of repeated
oences.
No further incident => No further action.
Repeated incident => Driver again advises
passenger that behaviour
is inappropriate &
reminds passenger of
consequences of repeated
oences.
=> Driver notes passenger’s
name (as permitted by
Regulation 15), records
incident and action taken.
=> Driver provides operator
with a copy of incident
report.
Group 2 – Dangerous Behaviour (some risk of
physical danger to an individual or
damage to the vehicle)
First incident => Driver issues caution &
and advises passenger of
consequences of repeated
oences. Driver notes
passenger’s name (as
permitted by Regulation 15),
records incident and action
taken.
No further incident => No further action. Driver
provides operator with a
copy of incident report.
Repeated incident => Driver issues further
caution.
=> If no further incident, at
completion of the journey
driver advises passenger
that travel would be
refused on the next
journey with the company.
=> Driver records incident
and provides operator
with a copy of incident
report.
2nd repeated incident => Driver advises passenger
that they will be dropped
o at the nearest practical
point along the bus route.
=> Driver oers to call a
person nominated by the
passenger to collect the
passenger.
=> Driver noties Tasmania
Police Communications
Centre* of incident details.
=> Driver records incident
and provides operator
with a copy of incident
report.
20 Passenger Transport Operator Accreditation Forms
Group 3 – Very Destructive or Dangerous
Behaviour (high risk of physical danger
to an individual or damage to the
vehicle)
First incident => Driver issues caution &
and advises passenger of
consequences of repeated
oences. Driver notes
passenger’s name (as
permitted by Regulation 15),
records incident and action
taken.
No further incident => No further action. Driver
provides operator with a
copy of incident report.
Repeated incident => Driver advises passenger
that they will be dropped
o at the nearest practical
point along the bus route.
=> Driver oers to call a
person nominated by the
passenger to collect the
passenger.
=> Driver noties Tasmania
Police Communications
Centre* of incident details.
=> Driver records incident
and provides operator with
a copy of incident report.
Group 4 – Highly Dangerous or Potentially
Life-Threatening Behaviour (extreme
risk of serious physical danger to an
individual)
First incident => Driver notes passenger’s
name (as permitted by
Regulation 15), records
incident and action taken.
=> Driver advises passenger that
they will be dropped o at the
nearest practical point along
the bus route.
=> If the situation is imminently
dangerous** the passenger
should be dropped o
immediately and police
informed of the whereabouts
of the passenger.
=> Driver noties Tasmania
Police Communications
Centre* of incident details.
=> Driver records incident and
provides operator with a copy
of incident report.
NOTE
* If at any stage the driver believes that Tasmania
Police should become involved and an arrest or
charges made, the driver should contact the Police
Communications Centre and arrange for Police Ocers
to board the bus somewhere along the bus route.
Contact 000 for emergencies or 131 444 for
non-emergency situations.
Police have more powers of arrest if they attend the
scene of a crime and a person is found to be oending
or is in circumstances that lead a Police Ocer to
believe that they have oended.
** You may also wish to include information for
drivers relating to actions they might take to restrain
or prevent a potential oender from committing a
highly dangerous or life threatening behaviour. Under
these circumstances, Section 39 of the Criminal
Code outlines the rights of drivers and others in such
matters.
It is lawful for any person to use such force as he
believes on reasonable grounds to be necessary
in order to prevent the commission of a crime,
the commission of which would be likely to cause
immediate and serious injury to any person or
property, or in order to prevent any act being done
which he believes on reasonable grounds would, if
done, amount to any such crime.
21 Passenger Transport Operator Accreditation Forms
Form 3.5
Reportable Incident Management
Introduction
Standard 3.5 is about managing incidents that may
be either crimes or serious oences, or breaches
of the legislation that applies to your service. These
are referred to as “reportable incidents”.
The legislation may include:
• Criminal Code Act 1924
• Passenger Transport Services Act 2011
• Vehicle and Trac Act 1999
• Trac Act 1925
• Passenger Transport Services Regulations 2013
• Vehicle and Trac (Driver Licensing and Vehicle
Registration) Regulations 2010
• Vehicle and Trac (Vehicle Standards)
Regulations 2001
• Road Rules 2009
Additional legislation relating to the operation of
taxi, luxury hire car and restricted hire vehicle
services:
• Taxi and Hire Vehicle Industries Act 2008
• Taxi Industry Regulations 2018
• Luxury Hire Car Industry Regulations 2018
• Restricted Hire Vehicle Industry Regulations 2013
The Department suggests that in the rst instance,
other than in cases of serious oences or crimes,
customers might consider making a complaint
to the taxi operator or dispatch service before
reporting the matter to the relevant authority.This
gives the operator a chance to resolve the issue
with the customer without having to have the matter
investigated.
However, customers are also entitled to report any
breaches of legislation to the relevant authority,
without having rst contacted the operator.
Requirements Of Standard 3.5
You must have procedures to manage any of these
types of incidents if they are reported to you or to
one of your employees or drivers. Your procedures
should include the following things:
• A way to acknowledge allegations of breaches of
legislation by a driver or other person connected
to your service
• Steps that you will take to manage such
allegations
• A person (or people) responsible for taking
these steps, including referring allegations to the
relevant party for investigation if necessary.
o If an allegation is about a serious oence
or crime (such as assault, sexual oence,
intimidation or harassment) you should advise the
person who is making the complaint to contact
Tasmania Police as soon as possible. It is also
recommended that you contact the Department
for advice on managing this allegation.
• A system to identify drivers or employees who
breach legislation on more than one occasion,
and steps that you will take to ensure this doesn’t
continue to happen. Depending on the type of
oence, this might include retraining, suspension,
referring them to the Department for investigation
or dismissing them.
• Keeping records of any allegations made against
your drivers or employees and any action taken
as a result
You may also like to include procedures for dealing
with general customer service complaints from
customers, including:
• Who is responsible for handling complaints
• What process they should follow
• Who they need to speak to
• How long it should take to handle a complaint
• What action, if any, should be taken against a
driver against whom a complaint is substantiated
• How you will respond to the person who made
the complaint, regardless of the outcome.
However, this is not mandatory for accreditation.
22 Passenger Transport Operator Accreditation Forms
Form 3.5
Reportable incident management procedures for
Passenger Transport Services
The following ow chart and table outline some of the oences that could be referred to you as responsible
operator of a passenger transport service, and explain the appropriate body to whom allegations for such
oences might be referred if you cannot resolve them with the customer.
Is it a crime or a serious oence?
Advise customer to
contact
Tasmania Police on
131 444 or
000 (emergencies only)
Investigate the complaint
and advise the customer
of the outcome
Reportable Incident Management
Advise the Department
of allegation
Take appropriate action
if allegation is proven
Is the customer satised
with your response?
Advise the customer of
further action they can take
according to what the
complaint is about:
Matter ends.
(If you get more complaints
about the same person, you
should take further action)
Contact
Tasmania Police
131 444
Contact
Service Tasmania
1300 135 513
Contact
Tasmanian Anti-Discrimination
Commission
1300 305 062 (within Tasmania)
(03) 6165 75 15 (outside Tasmania)
Australian Human Rights
Commission
1300 656 419
www.humanrights.gov.au/
complaint-information
The Department has no
authority to investigate.
Customer decides
whether or not to use
your service again.
Breach of Road
Rules
Customer service
Unlawful
discrimination
Breach of passenger
transport or taxi &
hire vehicle laws
Unroadworthy or
unsafe vehicle
Yes
No
No
Yes
23 Passenger Transport Operator Accreditation Forms
Form 3.5
Reportable Incident Management Procedures For
Passenger Transport Services
Examples of Complaint Types
These are provided as examples only. Not all of these examples will be relevant to all types of service,
and the table does not include all oences under all of the legislation that applies to the operation of your
service.
Type of complaint Examples of complaints
Crime or serious oence
• Stealing
• Assault
• Sexual oence
• Stalking
• Dangerous or negligent driving
• Abusive or threatening language, harassment or intimidation
Breach of anti-
discrimination laws
• Refusing to take a wheelchair-reliant passenger (except as permitted
by law)
• Refusing to carry a Guide Dog or other assistance animal (except as
permitted by law)
Breach of driver licensing
and vehicle registration
regulations
• Driving with expired licence or ancillary certicate
• Operating an unregistered vehicle
• Operating a vehicle with the incorrect MAIB premium
Breach of vehicle standards
• Unroadworthy or unsafe vehicle (e.g. smooth tyres, lights not working,
cracked windscreen)
Breach of road rules
• Running a red light
• Speeding
• Failing to give way
Breach of passenger
transport laws
• Operating a vehicle exceeding operational capacity
• Refusing to pick up a passenger who is authorised to travel on
the service
• Setting down a passenger other than as required by the legislation
• Setting down a passenger in an unsafe place
• Removing a passenger from a vehicle other than as permitted by
the legislation
• Allowing standing passengers to obstruct entrances and exits, or to
cause danger or discomfort to other passengers
• Driving a vehicle when luggage is not safely stowed
24 Passenger Transport Operator Accreditation Forms
Form 3.5
Reportable Incident Management Procedures For
Passenger Transport Services
Breach of taxi laws
• Overcharging or inappropriate charging
• Misusing a taximeter (e.g. wrong tari, turning meter on too early)
• Taking an incorrect route
• Taxi equipment not working
• Refusing a hiring from a taxi rank (except as permitted by law)
• Informing a person that only wheelchair-reliant people can travel
in WATs
• Refusing to allow another taxi to leave a taxi rank
General customer service
• Rude driver
• Dirty vehicle
• Driver refuses to assist with luggage
• Poor driving (not breaching road rules)
• Late taxi or taxi doesn’t arrive
25 Passenger Transport Operator Accreditation Forms
Department of State Growth
Passenger Transport Branch
GPO BOX 536
Hobart Tasmania 7001
Phone: 03 6166 3275
Email: operator.[email protected]as.gov.au
This manual is available online at:
www.transport.tas.gov.au/passenger/operators
© State of Tasmania June 2015