New passenger service rules came into effect on 1 October 2017. These pages were developed to support the changes and contain useful information on how passenger services (where people are transported for hire or reward) now work.

Changes to the rules affected taxis, shuttles, private hire vehicles and app-based passenger services. There were also specific changes for dial-a-driver and third party facilitated carpool operations and for large passenger services (vehicles with 13 seats or more, including the driver).

About the changes

What you need to know, including background to the changes and the focus on safety . 

I'm a passenger service vehicle driver (eg taxi)

Responsibilities to familiarise yourself with, based on the type of service you drive for. 

I run a passenger service

Key changes to be aware of, how to get a new Small Passenger Service Licence, and your responsibilities, based on the type of service you operate. 

I need to hire a ride

Tips for passengers to help maintain safety.

I want to make a complaint

If you’re unhappy with your experience with a small passenger service, you may wish to make a complaint. On this page you’ll find information about what you should do to make a complaint.

Questions and answers

Frequently asked questions that you may have about the changes.