Legal requirements for inclusive booking systems
Inclusive booking systems are not just best practice—they are a legal requirement.
By following these legal requirements and adopting inclusive practices, booking entities can ensure equal access and improved service for everyone.
Disability Discrimination Act 1992 (Cth)
The Disability Discrimination Act 1992 (DDA) requires that all public services, including booking systems, are accessible and provide equal service levels to people with disabilities.
Some of the requirements for booking entities under the DDA include:
- ensuring service levels for people with disability are equal to service levels of customers without a disability
- making reasonable adjustments to accommodate the needs of people with disability. This could involve modifying booking systems, providing additional assistance during the booking process, or ensuring information is accessible in various formats
- providing training for staff so they can competently and respectfully interact with, and assist, people with disability.
Disability Standards for Accessible Public Transport 2002 (Cth)
The Disability Standards for Accessible Public Transport 2002 (DSAPT) is secondary legislation under the DDA.
Section 33.6(3)(a) of DSAPT requires booking entities to give passengers direct assistance when it’s needed to ensure equal access to services, or when it can be reasonably provided without causing hardship.
Transport Operations (Passenger Transport) Act 1994 (Qld)
Section 68(b) of the Transport Operations (Passenger Transport) Act 1994 has an objective for personalised transport services, including booking services, to be accessible to members of the public, including people with disability.
Transport Operations (Passenger Transport) Regulation 2018 (Qld)
Section 82(2) of Transport Operations (Passenger Transport) Regulation 2018 requires taxi booking entities to take bookings from a person using a wheelchair or a Taxi Subsidy Scheme member at any time.