Using wheelchair accessible taxis
Check if your wheelchair is safe to use in a taxi, find out what your driver can and cannot do, or complain about a service or safety issue.
A wheelchair accessible taxi (WAT) has ramps or lifts so you can stay seated on your mobility aid while you're being loaded into the vehicle.
Book a wheelchair accessible taxi
The ACT Government contracts 13WATS (Wheelchair Accessible Taxi Service) to provide wheelchair accessible taxi travel bookings in the ACT.
To book a taxi, you can either:
- call 139 287
- email bookings@13wats.com.au
Safety standards for wheelchair accessible taxis
Wheeled mobility aids for use in vehicles have an Australian safety standard which sets out:
- types of wheelchairs you can use as a seat in a WAT
- a minimum size for the wheelchair space
- tie-down straps and securing points
- the suitable size and weight of the passenger
- driver training to safely transport passengers.
To check if your wheelchair or other mobility aid complies with these standards, contact the manufacturer.
Check if you can use your wheelchair as a seat during travel
To use a wheelchair as a seat, you can check if it’s safe for ‘in-vehicle’ use by either:
- reading your wheelchair’s manual
- contacting the manufacturer.
Your wheelchair must also be in good working order, free from any damage or faults.
If the driver thinks there are any other safety issues, they are not allowed to transport you. For example, if the:
- total weight of the wheelchair and passenger looks like it may exceed the maximum lifting weight
- wheelchair looks damaged.
If you have any concerns about your wheelchair, talk to your wheelchair supplier or manufacturer.
When you book a taxi, the 13WATS booking service may be able to give you general advice.
Getting in and out of the taxi
Your driver has training to safely load and unload you in your wheelchair.
They must make sure:
- you are positioned, facing forward and fastened with the vehicle's seatbelt
- your wheelchair is secured to the floor of the vehicle using tie-down straps.
Tie-down straps must connect 4 tie-down points on the wheelchair to the 4 floor anchors:
- 2 in front of the wheelchair
- 2 behind the wheelchair.
Your wheelchair should be upright and not tilted more than 30 degrees.
Drivers are only required to load, secure and transport passengers. Drivers are not required to push passengers beyond a kerbside drop-off point.
Travelling safely
To travel safely in a WAT, you can check if your wheelchair has:
- postural supports that are part of the seating system where possible
- cushions that are lightweight and secured
- trays and bags removed.
You should always listen to your driver’s instructions.
Mobility aids you cannot use for seated travel
Non-compliant mobility aids which are not safe to remain seated in during travel include:
- walking frames
- scooters
- Go-Chairs or similar devices.
They are not safe because they may have:
- low backs
- single pole seats
- an insufficient base or frame to attach tie-down straps.
If your mobility aid is not safe for seated travel
Your driver will ask you if you can transfer to one of the vehicle’s seats.
If you cannot transfer yourself from a wheelchair or mobility aid to the taxi’s seat:
- Your driver is not allowed to transport you.
- Your driver may offer to help you make a different travel plan.
Carrying a mobility aid as luggage
You can carry a mobility aid as luggage if your driver can safely load and secure it.
Mobility aids which cannot be loaded or transported in WATS include:
- Princess chairs
- bariatric chairs
- high care chairs
- tub chairs
- over-sized scooters.
Turning the meter on and off
If you're using a Taxi Subsidy Scheme card
The driver can start the meter at the booked pick-up time or after they load you into the taxi, whichever comes first.
The driver is allowed to start the meter at either the booked pick-up time or after they have loaded you into the taxi.
If they start the meter at the booked time, drivers must pause the meter while loading you.
If you're not using a Taxi Subsidy Scheme card
The driver is allowed to start the meter at the booked pick-up time or just before they load you into the taxi, whichever comes first.
If 2 wheelchairs are travelling together, the driver can start the meter before loading the second passenger.
Turning the meter off
The driver should turn the meter off when the taxi arrives at your destination, before helping you from the taxi or unloading your mobility aid.
The meter should be off when the driver asks you to pay the fare.
Make a complaint or report a safety issue
The ACT Government works with the taxi industry and passengers to uphold safety standards in wheelchair accessible taxis.
Drivers and operators must meet the requirements to drive or operate wheelchair-accessible taxis in the ACT.
To make a complaint or report a safety issue, contact the Wheelchair Taxi Booking Service (WTBS):
- call 02 6280 4123
- email contact@13wats.com.au.
The WTBS:
- will record details about your complaint
- may ask you to email a written complaint
- may check data from the dispatch system to investigate your complaint.
You can also contact Access Canberra on 13 22 81.
For more information about Access Canberra’s complaints process, visit Feedback and complaints.