The submission noted that while reforms to the taxi industry over recent years have contributed to improving elements of service delivery, people with a disability in Victoria still experience discrimination in accessing taxi services on a regular basis. The submission drew on research conducted by the Commission for its Time to respond – realising equality for people with a disability utilising taxi services reports released in 2007 and 2010, which found that people with a disability experience particular difficulties with taxi services in relation to timeliness, booking and hailing taxis, safety during the journey and use of the complaints process.
The Commission recommended that the Inquiry consider several issues, including:
- establishing an independent avenue for consumers of taxi services to lodge complaints and ensuring that the industry complaint handling services be accessible, transparent and available to provide client feedback on utilisation of taxi services
- improving driver education to ensure better service provision for people with a disability
- addressing the financial accessibility of taxi services for people with a disability, including the structure of the Multi-Purpose Taxi Program
- strengthening the independence and regulatory framework for the taxi industry.