Taking bookings over the phone

Booking entities should apply these best practices for inclusive and accessible phone bookings:

  • Before finalising the booking, find out if the customer has accessibility needs, or needs assistance from the driver.
  • Confirm that the driver will be aware of the customer’s accessibility instructions.
  • If their pick-up time is delayed, or no vehicles are available, call the customer and give them an estimated pick-up time. Keep them updated and then call again to make sure they get in the vehicle when it arrives.

Automated phone bookings

When using automated phone bookings, you must offer alternatives for customers who can’t use a phone due to their accessibility needs. This will help your business comply with the Disability Discrimination Act 1992.

Offer accessible options

Best practice for automated phone booking systems can involve redirecting customers to more accessible channels.

  • As the first prompt, offer customers the option to:
  • speak with call centre/dispatch staff
  • receive communication through text message or email.
  • Deploy a bypass function for identified customers to be directed straight to the call centre/dispatch staff. Train staff to ask customers with accessibility needs if they would like to be automatically redirected to the call centre/dispatch staff for future bookings.

Confirming booking details

  • Program the automated booking message to repeat details of the booking for customer confirmation, either by responding verbally (“please say ‘yes’ to confirm your booking”) or using the keypad (“please press one to confirm”).
  • Send a follow-up text message to the customer with their booking details once the phone booking is complete.

Handling non-responsive customers

If customers don't respond to automated prompts, immediately redirect them to a call centre/dispatch staff to assist with their booking.

Support assistive technologies

Make sure booking systems can handle assistive technologies used by people who are deaf or hard of hearing, such as the National Relay Service (NRS), video relay, or other assistive technology.

Non-automated phone bookings

Booking entities should apply these best practices for non-automated phone bookings:

  • Train staff who take phone bookings to communicate effectively with customers with disability, take essential booking information and follow processes to proactively manage accessible trips.
  • Record specific pick-up information for the booking so the driver can meet the customer's specific accessibility needs. For example, when a customer is blind or has low vision, the driver may need to call or text them when they arrive at the pick-up point or get out of the car to greet them.
  • When needed, connect to assistive technology such as the National Relay Service (NRS), Auslan interpreters or other assistive technology used by people who are deaf or hard of hearing.
  • Prioritise bookings for people with disability. Call centre staff should monitor these bookings and contact drivers, as required.

Improving customer experiences (scenario)

  • Dom (they/them/theirs) is legally blind and uses screen reading software on their phone to read words on the screen aloud.

    Dom phoned the local taxi company to book a ride from work to a medical appointment.

    Dom received booking confirmation via a message to their phone. It included a link to a visual map showing the location of the booked taxi and estimated time of arrival. The visual map isn’t compatible with Dom’s screen reading software.

    It started raining when Dom was waiting at the confirmed pick-up point. Dom got wet from standing in the rain because they didn't know how far away their ride was and didn't want to miss their trip if the driver couldn't see them waiting under the nearby shelter.

  • Booking entities should have processes to:

    • co-design booking systems and/or have people with disability assess them. For example, test that a variety of screen readers can read the notification messages
    • have scripts for dispatch staff to ask customers about any accessibility requirements and include these details with the booking so the driver knows
    • train dispatch staff to take accurate information, particularly for bookings with accessibility requirements and make delivery of these bookings a priority
    • give customers the option to get a text message within a certain time limit of the taxi arriving so they can get to their accessible pick-up point in time
    • regularly review customer feedback as part of continuous improvement and ensure internal processes support customer needs.

    For a better customer experience, the dispatch staff could ask Dom if they would like the driver to phone or text them on arrival and ensure the driver is aware of the instructions.