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Booking Service Providers

As part of the recent reforms for the commercial passenger vehicle industry, accreditation for Booking Service Providers has been introduced. This replaces accreditation for Network Service Providers and has a broader definition. It includes businesses or individuals providing booking services for all commercial passenger vehicles such as taxis and hire cars.

Please contact us if your organisation is a Booking Service Provider and is planning to commence operations in Victoria in the next few months. Our current focus is on those who intend to operate at a high volume. We may also contact individual businesses and require them to be accredited.

In July 2018, new legislation and regulations will commence. Booking Service Providers will need to be registered and new requirements including safety duties, incident notifications and record keeping will be introduced. Further information will be provided on what is required—both high and low volume—later in 2018.

  • Existing Booking Service Providers that are accredited do not need to apply for a separate Booking Service Provider registration.

Information on this page

What is a Booking Service Provider?

A Booking Service Provider is defined as a business or person that:

  • receives requests for prospective customers to be provided with taxi or hire car services
  • arranges or facilitates acceptance of those requests by or on behalf of drivers of commercial passenger vehicles.

An individual, company or association can be a Booking Service Provider. The booking service can be provided through an automated or semi-automated electronic system, including an application or website, through a phone service or any other means of communication.

A Booking Service Provider can accept payment for the service on behalf of the driver, or have a payment made directly to the driver. Commercial passenger vehicle operators and individual drivers have the choice to subscribe to one or more accredited Booking Service Providers.

Booking Service Providers can be organisations based within, or outside of, Victoria.

Who needs Booking Service Provider accreditation?

While all businesses or individuals which receive and arrange bookings for commercial passenger vehicles will be Booking Service Providers, only a subset need to be accredited with the TSC. The TSC will initially focus on contacting specific high volume organisations about accreditation.

  • If Booking Service Providers or new applicants are planning to commence operations in Victoria in the next few months they can contact us for more information on accreditation.

Bookings for vehicles a Booking Service Provider owns or operates

Accreditation is not required if a driver is only taking and accepting bookings for themselves, or if an operator is only receiving and accepting bookings for licences or vehicles owned by that operator. Operators or drivers can set up their own booking services for their own licensed vehicles, or for vehicles they own or operate—including advertising a booking number, web address or other contact method.

Existing accredited Network Service Providers

Existing accredited Network Service Providers will be deemed to be Booking Service Providers and do not need to apply for separate accreditation. These businesses should have received a confirmation letter and a new Booking Service Provider accreditation certificate from us in December 2017.

Bookings for vehicles a Booking Service Provider does not own or operate

Businesses or individuals providing booking services for taxis or hire cars that they do not own or operate will need to contact us about Booking Service Provider accreditation. We are currently focusing on those providers who intend to manage a high volume of bookings.

The requirements of a Booking Service Provider

The requirements for a Booking Service Provider are contained in the Transport (Compliance and Miscellaneous) Act 1983, Commercial Passenger Vehicle Industry Act 2017 and the Transport (Buses, Taxi-Cabs and Other Commercial Passenger Vehicles) (Taxi-Cab Industry Accreditation and Other Matters) Regulations 2017. These requirements include managing a complaints handling process and keeping certain records.

When should I apply for accreditation?

If you are planning to commence operations as a Booking Service Provider in Victoria in the next few months and intend to have a high volume of bookings please contact us for more information on accreditation.

We may also require certain Booking Service Providers to become accredited in specific circumstances and may contact them directly.

We will publish further information on changes introduced by new legislation and regulations for providers in July 2018.