Home > Booking service providers > Provider responsibilities

Provider responsibilities

The requirements for a Booking Service Provider (BSP) are contained in the Commercial Passenger Vehicle Industry Act 2017 and the Commercial Passenger Vehicle Industry Regulations 2018.

Booking Service Provider responsibilities fact sheet PDF, 968.3 KB

These requirements include the following:

Safety

BSPs must ensure that commercial passenger vehicle services provided by an associated driver are provided safely. This includes but is not limited to:

  • establishing and maintaining a register of safety risks (from 1 March 2019)
  • identifying and managing risks to safety associated with commercial passenger vehicle services provided by an associated driver.

BSPs must also provide information for the instruction, training or supervision of associated drivers, to ensure those drivers provide commercial passenger vehicle services safely.

This includes, but is not limited to, implementing systems or processes for:

  • the management of driver fatigue
  • drug and alcohol testing of drivers
  • the maintenance of commercial passenger vehicles
  • emergency management; and
  • driver behaviour, competency and medical fitness.

Consumer protections

The CPVI regulations set out responsibilities for BSPs in the provision of:

  • fare information for booked services
  • a fare estimate for booked services
  • receipts to passengers.

Records and reporting

The CPVI regulations set out the responsibilities for BSPs in relation to:

  • notifying us of certain incidents (from 1 March 2019)
  • keeping certain records on complaints
  • managing a complaints handling process
  • keeping certain records on services provided, including information on fares.

Registration and accreditation related offences

The CPVI Act sets out many responsibilities for BSPs in relation to the accreditation and registration of other industry participants. A BSP must not:

  • provide booking services that result in commercial passenger vehicle services being provided by non-accredited drivers
  • provide booking services involving unregistered vehicles

The CPVI Act sets out many offences for BSPs in relation to their own registration. Unless exempted from being registered under regulations, a BSP must not:

  • provide booking services unless it is registered
  • advertise booking services unless registered
  • make false representation in relation to registration.

Booking Service Provider Newsletter

We have a new eNewsletter specifically for Booking Service Providers. This publication will be emailed to you to keep you up to date with industry obligations and updates to help you operate your business.

Other resources