Booking Service Providers

If you carry on the business of taking bookings for taxis and hire vehicles to provide passenger services, you are a Booking Service Provider.

This includes drivers taking their own bookings who don’t have an arrangement with a Booking Service Provider who agrees to having these taken to be part of their business.

The Point to Point Transport (Taxis and Hire Vehicles) Act 2016 recognises the impact technology and innovation have had on the industry, and allows a wider range of people and businesses to be covered by the law than the former Passenger Transport Act 1990.

Standalone booking facilities for hire vehicles were not recognised under the former legal framework, so depending on your business model you may be covered under the law for the first time.

This page contains the following information:


How to become an authorised Booking Service Provider

Booking Service Providers must be authorised under the new point to point transport laws in NSW and large penalties apply for anyone taking bookings without authorisation.

1. Register for access to the Industry Portal

Service providers can use the Industry Portal to register to become authorised, manage their accounts and meet their safety obligations. 

Individuals, partnerships and corporations wanting to become a Booking Service Provider need to register for access to the Industry Portal before they can complete an application to become authorised.

2. Becoming authorised

Once you have access to the Industry Portal you will be able to log in and complete an application for authorisation.

Read the Becoming authorised page for more information.

Download the Authorisation fact sheet.

3. Paying the Passenger Service Levy

The Passenger Service Levy commenced on 1 February 2018 and is a temporary levy payable by Booking and Taxi Service Providers that applies to each passenger service transaction. It will fund the NSW Government’s $250m industry assistance package designed to help the taxi and hire car industries adjust to the new regulatory framework.

For Booking Service Providers, it is $1 for every booking that they take which results in the provision of a passenger service.  

Booking Service Providers need to register as a taxpayer through the Industry Portal to pay the levy.

Note: Booking Service Providers in remote parts of NSW are exempt from paying the levy. Special conditions also apply to smaller Booking Service Providers.

Read the Passenger Service Levy collection page for more information.

Download the Understanding the Passenger Service Levy fact sheet.

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Conditions of authorisation

Once authorised, you are responsible for ensuring your business operates legally under the new laws and complying with any conditions of authorisation.

Standard conditions that apply to all authorised Booking Service Providers (and Taxi Service Providers):

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Duty of care

You have a duty of care to ensure the health and safety of drivers, passengers and other people connected with your services. For example, you must ensure security equipment is working and the driver is trained in using it to monitor and manage risk.

You must:

  • eliminate risks to safety so far as is reasonably practicable
  • if it is not reasonably practicable to eliminate risks to safety then you must minimise those risks so far as is reasonably practicable

What do you mean by ‘reasonably practicable’?

Reasonably practicable means doing what is reasonably able to be done to ensure the health and safety of drivers and others. Authorised Booking Service Providers should take into account:

  • the likelihood of the hazard or risk occurring
  • the degree of harm from the hazard or risk
  • what you know or ought reasonably should know about ways of eliminating or minimising the hazard or risk
  • the availability and suitability of ways to eliminate or minimise the risk
  • the cost

Visit the What is a Safety Management System? page for more information.

Download the Duty of Care and Safety Management System fact sheet. 

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Safety standards and systems

The safety of the industry in NSW is our top priority, so it is important that all authorised service providers comply with strict safety standards to ensure that their services are safe.

You are required to have a safety management system in place to manage and eliminate risk. Safety management systems should be tailored to your own business and should outline the steps taken to identify and manage safety risks for drivers and passengers.

Visit the Safety Standards for Vehicles Providing Booked Services page for more information.

Read the Safety Standards for Vehicles Providing Booked Services and the Duty of Care and Safety Management Systems fact sheets.

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Keeping records

You need to keep records to demonstrate how you identify, record and manage the risks associated with services you provide. They should contain information about safety compliance measures and details of any notifiable occurrences such as accidents involving drivers, passengers and vehicles.

All authorised service providers need to keep records of:

  • the full names and driver licence numbers of all drivers
  • the registration details for all cars in their fleet

Booking Service Providers have extra record-keeping requirements and must record all bookings for at least 2 years after the booking is made. All of the following information needs to be recorded:

  • the date and time of the booking
  • the date, time and where the trip started and ended
  • the name of the driver and vehicle registration number
  • contact information for at least one of the following - a passenger,  the person who made the booking or who paid for the trip.

You also need to keep records to demonstrate how you comply with safety standards and specific documentation is needed to support Safety Management Systems. Booking Service Providers need to:

  • identify and keep records of reasonably foreseeable hazards that could pose a risk to the health and safety of drivers, passengers and others
  • identify and keep records of control measures taken to eliminate or minimise those risks
  • keep records of the actions taken to maintain control measures
  • consult with other duty holders (eg drivers) to make sure there are no gaps in safety. Records of these consultations will also need to be kept.

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Related Pages

Safety Standards for Taxis
Safety Standards for Vehicles Providing Booked Services