Trip safety

Care Taxi is a cashless experience. Tips are not included in the fare, nor are they expected. If you pay using government funding, our drivers are actually not allowed to receive a tip. If you would like to thank them for their support on your journey together, please tell them directly if you are comfortable doing so! If you prefer, you can also commend a driver to our booking office. 

Sometimes you may wish to cancel a ride request after it has been accepted. While Care Taxi allows you to cancel anytime, a cancellation fee may be charged. This fee is intended to compensate drivers for time and effort spent heading toward a pickup location. 

• General: Care Taxi Australia Pty Ltd is committed to providing exceptional service in Community Transport in a timely manner. Unfortunately, when a participant cancels without sufficient notice, it either prevents another participant from being served and/or the driver not being appropriately remunerated. No shows and late cancellations have an impact on our service quality. For these reasons, Care Taxi Australia Pty Ltd has revised its cancellation policy with effect from 16/04/2022. 
• Cancellation without fee: Any transport/assistance being cancelled with more than 24 hours’ notice under any circumstance will not attract a cancellation fee.
• Cancellation with fee: Any transport/assistance being cancelled with less than 24 hours’ notice (short notice cancellation) including a no show will be subject to a cancellation fee. 
• Other grounds: Cancellation may also be initiated by Care Taxi with fees if it is found that Care Taxi services has been used for illegal activities/ transporting illegal/unethical articles. 
• Fees: Care Taxi will claim 100% of any prospective ride/assistance cancelled with short notice where the invoice for the booked service would have been less than $65. Where any booked service which was in excess of $65 value was cancelled with short notice, the Cancellation charge would be $65. 
• Our Responsibility: In the event of Care Taxi being unable to provide the service at the agreed time due to a driver meeting with any road incidents, being delayed due to traffic congestion or weather, vehicle break down or even due to driver shortage, Care Taxi will be liable to arrange the support at an alternate date and time suitable with the participant. While the NDIS has not placed a limit on the number of cancellations that a provider can claim with a participant, Care Taxi will take all necessary steps to minimize cancellations by working with participants and delivering service in innovative and empathetic ways, such as teleconferencing and open chats, aimed to meet essential needs of the participant and understanding them better. Additionally, Care Taxi has a duty of care to our participants and if a participant has an unusual number of cancellations, Care Taxi will seek to understand why this is occurring, and will communicate to the concerned support coordinator to minimize the cancellations. Care Taxi will act in a manner that is prudent so that, where possible, we are able to accept requests to end service bookings earlier than already booked for.