1. Meeting with Disability Action Group Eastern Region 13 August 2012

2. Outline Main findings Package overview Recommendations for improving accessibility Questions and discussion

3. Stakeholder engagement and research 9 publications, 380+ submissions, 9 regional forums Consultations with all segments of the Victorian industry, state and national associations, and regulators in Australia and overseas Active social media platforms Specialist consumer and economic research Industry data analysis People with a disability: – VCOSS forum with 200+ participants – 10% of all submissions – Met with many individuals, advocacy groups and service providers – Regional and country visits, meetings with taxi users – Accessibility issues paper released (July 2011)

4. The industry-wide problems Poor service – consumer research confirms major concerns – drivers lack skills and experience, not customer friendly – shortage of taxis at peak times – network services are poor (note: networks do not guarantee bookings) – networks little incentive to provide good service – income comes from fixed and mandatory operator fees ($7,000 p.a.) – lack of licence holder (investor) interest in service quality – disability services unacceptable – fares perceived as too high for quality received – in country areas – lack of availability main problem Competition weak, regulation mis-directed or excessive Stagnating industry demand

5. Draft report: key findings on the accessibility of taxis

6. Key issues from submissions Outlined in detail in Chapter 15 of draft report Taxis provide a very important social service by providing flexible, door-to-door transport for people who’s transport options are limited. Top five issues with taxi accessibility in Victoria 1.Long or unpredictable wait times experienced by people who use Wheelchair Accessible Taxis (WATs) and the metropolitan taxi booking networks. 2.Poor driver knowledge and problems assisting or communicating with mobility disadvantaged people 3.Taxi drivers refusing short fares 4.Taxi travel is too expensive for some, even with the MPTP 5.Most taxi vehicles are uncomfortable, inaccessible and inflexible

7. Example: WAT booking services Wait times for ready-to-ride services in the metropolitan zone

8. Example: 20% of WATs do 80% of wheelchair jobs Wheelchair trip distribution amongst metropolitan WATs

9. Findings summary People with a disability experience poor and unreliable taxi services more frequently and with more serious consequences than other users The market alone will not provide for the taxi transport needs of people with mobility disadvantage Government intervention through regulations, grants, incentive payments and subsidies to improve accessibility will remain necessary Current regulation and funding schemes have become multi-layered, confusing, restrictive and in some cases, ineffective

10. Broader package 145 recommendations in three key areas: – Increasing and improving supply – Restoring trust and confidence, and – Boosting demand and expanding the industry

11. Core elements of package (1) Remove quantity restriction on taxi licences to: – improve availability – take pressure off fares – make room for higher driver pay – encourage more owner-drivers Regulated driver pay and conditions to increase earnings and improve other aspects of employment Better qualified drivers through tougher, independent testing and better supervision by operators and networks Other changes to boost operator incomes/reduce costs to ensure increased driver remuneration can be accommodated within the existing fare level

12. Core elements of package (2) Reduced hire car licence price and removal of luxury vehicle restriction to free up the hire car market to compete Booking networks to be subject to Australian Consumer Law service guarantee provisions Removal of mandatory requirement for operators to affiliate to networks Centralised booking service for consumers with a disability

13. Core elements of package (3) Increased flexibility with maximum fares and notified fares in regional and country areas; group fares Restructuring of fares with peak and off-peak fares; higher short trips and lower longer trips Regulate electronic payment surcharge to reduce to 5 per cent Less prescriptive and more outcome-focused regulation More rigorous assessment of safety measures Improved governance and regulator practices

14. Impact of broad package The Inquiry’s general recommendations should greatly benefit taxi users with reduced mobility BUT Targeted government intervention to improve the accessibility of taxi services is also needed in some areas (e.g. to restore confidence in WAT booking service, provide incentives to drivers, MPTP, WAT driver training requirement, subsidise higher cost of vehicles)

15. Recommendations that will improve taxi services for people with a disability (1) NumberRecommendation 1.1-1.6New taxi licences available ‘as of right’ for set annual payments 4.1Do not adopt proposed amendment to Disability Standards for Accessible Public Transport (DSAPT) regarding strict prism for allocated wheelchair space 4.2 More flexibility in vehicle standards to encourage better, purpose-built accessible vehicles into the Victorian fleet 4.5‘Talking taxi meters’ that transmit all components of the fair 5.3ATOs must adhere to operating rules setting out minimum service and other requirements (e.g. performance reporting and approved complaints procedures) 5.6TSC to publish performance results of all ATOs in a way that is widely accessible *Blue – recommendations that are aimed specifically at improving services for people with a disability

16. NumberRecommendation 6.1 New drivers must have held a Victorian Driver Licence for at least 12 months 6.3 Independent examination of new drivers - ‘Greater Melbourne Knowledge’ 6.5Enhanced delivery of disability awareness training 6.7Continuation of requirement for specialised WAT driver training 6.12-6.22Improved driver pay and conditions 7.5 Taxis no longer exempt from the mandatory use of child restraints 8.1 Public register of all industry participants 8.3-8.6 Improved information and complaint services, ‘mystery shopper’ inspections by the TSC 9.9ATOs made subject to the Australian Consumer Law service guarantee provisions Recommendations (2)

17. Recommendations (3) NumberRecommendation 10.1-10.4 Central Booking Service for WATs 10.5-10.6 Terminate Performance Based Booking System in Greater Melbourne zone, continue in Urban, Regional and Country zones 10.7 Expanding MPTP to individuals over 80 who have driving licence suspended 10.8 Reducing MPTP card replacement cost 10.9 All MPTP members to receive Public Transport Access Travel Pass for fully subsidised public transport travel 10.10 Continue grant scheme for WAT vehicles in country and regional areas 10.11 Align all WAT licence conditions, including accountability for minimum service requirements 10.12 Only high-occupancy vehicles should be required to have 2 wheelchair spaces

18. NumberRecommendation 10.13 Work across government to consider how the MPTP can be best targeted in the context community transport trends and the intentions of the National Disability Insurance Scheme 11.23Revenue from sale of new taxi and PBO licences be directed at accessibility reforms 12. 1-12.6Remove legislative impediments to innovative and flexible taxi services (e.g. shared rides, taxi shuttles, fixed routes/fares) 13.4-13.6Regulated fares should change from fixed fares to maximum fares, discounts allowed 13.11Restructuring fares - higher at peak periods (late Fri/Sat), lower off-peak (weekdays) - increase flagfall, reduce per kilometre rate - replace tariff 3 (50% surcharge) with flat fee ($10-15) - simplify ‘multiple hire’ fare charging (e.g. allow flat fee share-rides) 14.3Bring 10% electronic payments service fee under regulation and reduce to approx. 5% Recommendations (4)

19. WAT Central Booking System WHY? To give WAT users the same choice and flexibility enjoyed by conventional cab users (private bookings can continue) Proposed features For greater Melbourne zone only Connected to all metro WATs Passes confirmation and expected wait time seamlessly to customers WATs must accept all WAT bookings offered when they are available WATs can be affiliated to another network and can do non- wheelchair work Performance data reported regularly to the TSC

20. What features do users want? What’s the technological solution? Other thoughts? WAT Central Booking System

21. WAT vehicle standards WHY? The proposed DSAPT amendment (prism) will restrict vehicle types WHY? Allowing another set of standards would encourage superior designed, purpose built, universally accessible vehicles to enter the Victorian fleet (i.e. the London Taxi) What are your thoughts about the DSAPT prism? What about recommendation to only require HOVs to have two wheelchair spaces

22. Fare restructure WHY? The current fare structure causes poor service outcomes (short fare refusals, long queues at the airport, opportunity for fraud) How will the fare restructuring proposals affect taxi users with mobility disadvantage? – increase fares at peak periods (late Fri/Sat), reduce fares off- peak (weekdays) – increase flagfall, reduce per kilometre rate – replace tariff 3 (50% surcharge) with flat fee ($10-15) – simplify ‘multiple hire’ fare charging (e.g. allow flat fee share- rides)

23. Next steps Final report to Government later this year Government decides whether to adopt the recommendations