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Department of Transport and Main Roads

Personalised transport industry reforms - stage 3

Stage 3 involved the ongoing monitoring and evaluation of the reforms introduced over the first 2 stages to ensure they deliver the best outcomes for customers and industry. It was implemented between 2018 and 2021.

The Queensland Government delivered the following key elements during Stage 3:

  • A monitoring and evaluation framework which uses data from industry, customers, and our own data, to measure the effectiveness of the reforms against its objectives.
  • Reviews into driver working conditions, driver and passenger safety, and CTP insurance, following commitments to the former Public Works and Utilities Committee of the Queensland Parliament.
  • Engagement with the personalised transport industry and customers through the Personalised Transport Industry Reference Group in 2019 and annual customer and industry surveys.
  • Response to the impacts of COVID-19 by delivering a personalised transport industry fee relief package and additional financial assistance for the taxi and limousine industry.
  • Implementation of a 4 year, $21 million wheelchair accessible taxi funding program that assists with the cost of replacing eligible wheelchair accessible taxis.
  • Publication of the Industry Guideline on Driver Conditions and the Required Driver Training Notice, which establishes mandatory training requirements for all taxi, limousine and booked hire drivers.
  • Listened to industry and, instead of introducing a personalised transport ombudsman, developed avenues for complainants seeking resolution of issues arising in the personalised transport industry to access mediation.

Stage 3 outcomes

Stage 3 has been completed and identified that the reforms have delivered significant benefits in safety, choice, and flexibility. It found that:

  • The new safety measures have been effective in ensuring high standards of personal and vehicle safety.
  • Customers have more choice and flexibility in their use of personalised transport services, with more people using personalised transport and increases in the numbers of industry participants providing these services. Customer satisfaction levels with personalised transport services are high.
  • More competition in the industry has led to increased innovation and customer service.
  • Complaint volumes since the reforms have been low and survey data indicates improved services.

Stage 3 has also identified opportunities for us to review the following specific issues arising within the framework with key industry stakeholders. These include:

  • Fatigue management practices
  • Impact of the reforms on taxi service licence holders and on the long-term viability of taxi services
  • Elements of vehicle identification requirements, such as misleading number plates and the requirement to display multiple booked hire identification signs.

Read the Stage 3 findings in Queensland's Personalised Transport Horizon – Stage Three: Monitoring and Evaluation Report.

We will deliver the recommendations in the review as well as continuing to monitor the personalised transport industry framework as part of its ongoing role as an industry regulator and taking steps when necessary to address issues that arise. 

We will engage regularly with customers and industry on these matters through the Personalised Transport Industry Reference Group and the continuation of annual customer and industry surveys.

Last updated 2 March 2023