Passengers

We are introducing changes to how you book an Access Taxi. From Monday, 19 May 2025, you can no longer request a specific Access Taxi driver to pick you up during Access Taxi hours.

The State Government has introduced these changes to help ensure:

• you receive a good and consistent level of service
• there is fair allocation of work to Access Taxi drivers.

Changes are already in place across South Australia on high demand days such as Christmas Day. On these days, bookings are shared across a large pool of drivers, helping reduce customer wait times.

What does this mean for me?

When you make a booking via the Access Taxi Centralised Booking Service, the next available driver will be sent to you. You can continue to request your preferred Access Taxi driver outside of the below Access Taxi hours.

Where there is a genuine medical or behavioural condition which requires a specific driver, you can send a written request to DIT.SATSSAdministration@sa.gov.au.

What are the Access Taxi hours?

Preferential bookings will no longer be accepted during the below times:

• 7:30am to 6:30pm Monday to Saturday (unless a public holiday)
• 9:00am to 5:00pm on Sundays and all public holidays
• 5:00am to 5:00pm on Anzac Day
• 10:00am to 6:00pm on Mother’s Day
• 9:00am to 6:00pm on Christmas Day

The changes will not affect contract work with Department of Veterans' Affairs or schools.

The Department has released the Passenger Transport Act Review report which outlines the outcomes of the Passenger Transport Act 1994 (the Act) review.

The outcomes of the review have been informed by feedback from industry, customers, and key stakeholders, along with ongoing engagement with the sector.

The report makes 29 recommendations for changes to how the sector is regulated. These are designed to:

• improve the safety of drivers, passengers and other road users
• support better services and better protect consumers
• address the unacceptable and appalling behaviours experienced by drivers and passengers.

The review recommendations will transition the taxi industry into a modern, fit for purpose regulatory structure, with a new service delivery model for wheelchair accessible transport to be identified through a market sounding process.

The Department is now working with industry and key stakeholders to progress changes to the Act in line with key recommendations in this review and supported by a Taxi Industry Reform Package.

Amendments to the Act will then be introduced into the South Australian Parliament in early 2025.

The State Government has extended the application of the $25 lifting fee to all South Australian Access Taxi customers who use a wheelchair, scooter or large (ride-on) mobility aide and are not currently a member of the South Australian Transport Subsidy Scheme (SATSS).

From 10 February 2025, regional taxi drivers who transport passengers that use a wheelchair, scooter or large (ride-on) mobility aide are eligible to receive a lifting fee, similar to what is already available in metropolitan areas.

Non-SATSS customers who use a wheelchair, scooter or large (ride-on) mobility aide and are not currently a SATSS member can register for a non-SATSS Access Taxi Card.

A non-SATSS Access Taxi Card supports drivers in providing the lifting service for all eligible non-SATSS Access Taxi trips to help ensure customers receive a consistent, accessible and reliable service so that no one misses out on getting to where they need to go. Customers who do not hold a non-SATSS Access Taxi Card can still book an Access Taxi.

The lifting fee is not applicable for non-SATSS trips that are covered under contracted arrangements with facilities such as schools. The lifting fee will apply to access trips booked by hospital staff in an individual capacity, where the metered fare is applied, and the customer holds a non-SATSS Access Taxi Card.

Learn more about how the lifting fee works.

COVID-19 face mask requirements

Effective from 20 September 2022, masks are no longer required to be worn on passenger transport services. This includes:

• taxis
• rideshare
• trains
• trams
• buses
• chauffeur
• other hire or charter vehicle arrangements.

People who wish to wear masks on passenger transport services may continue to do so.

For more information from SA Health click here.

COVID Safe Check-In

From 12 March 2022, operators in the point to point industry (taxi, rideshare and chauffeur) are no longer required to make sure vehicles have a COVID Safe Check-In QR Code available.

Access taxis are available for passengers with mobility difficulties or disabilities, particularly those with wheelchairs and mobility devices.

Purpose-built vehicles are fitted with hydraulic lifts that enable passengers in wheelchairs and scooters to be positioned safely and securely into the taxi.

Access taxis dispatch wheelchair taxis, accommodating one or two wheelchairs, to people with disabilities in Adelaide metro area. Their operator call line is open 24/7 and can be reached at 1300 360 940.

South Australian Transport Subsidy Scheme (SATSS)

SATSS is a State Government subsidised taxi travel program. It is available for people with permanent and severe impairments that limit their ability to use public transport, either independently or accompanied by a companion or carer.

SATSS may also be available for a 6-month period where assessment of permanent and severe impairments is ongoing.

SATSS offers:

• 75 percent subsidy for people who use a wheelchair; and
• 50 percent subsidy for people who do not use a wheelchair.

Note that paper-based vouchers are no longer issued for subsidised taxi fares. All active metropolitan SATSS members should now have received their new barcoded member ID card which will be used to access subsidised fares.

The South Australian Government is also improving service delivery and efficiency for access taxi services. For more information see Changes to the point to point industry.

Visit the SATSS website for more information.

Find out more about access taxis and how to book and how to apply for taxi fare subsidy scheme.

See Passenger services for a full list of South Australian accredited booking services.

Taxi fares may vary depending on when you travel. When you catch a taxi you are required to pay the metered fare plus any booking fee or extra charges when you arrive at your destination.

Taxi fares are calculated by adding a flagfall, a distance rate and a waiting time.

Fares for transport services other than taxi services are a fixed amount determined before your journey begins, or a known cost determined per kilometre, per hour, or per passenger.

Payment options

Taxi fares can usually be paid by cash, EFTPOS, debit and credit cards, Cabcharge or SATSS voucher.

There is a maximum non-cash payment surcharge of 5% on the payment of taxi fares by debit or credit card.

It's a good idea to ask the driver about the payment options and approximate cost before the start of your trip. The driver may also request proof of payment from you.

At the end of your trip you must pay the metered fare plus any additional charges or tolls that may apply.

Find out more about fares, charges and payment options.

Extra charges

Extra charges may appear on the taxi meter and are included in the fare. In South Australia, these may include the following.

For more information on other charges, read about Taxis on SA.GOV.AU.

Signage

Taxis, chauffeur and ridesource (rideshare) vehicles are all required to have appropriate signage to inform passengers which vehicles offer point to point transport services. Taxis are identifiable through their livery and taxi number on the registration plate and on the vehicle. Chauffeur vehicles are required to have a blue chauffeur registration plate, and all ridesource vehicles must have a blue PV sticker or a sticker with their Booking Service.

Passengers are encouraged to ensure signage is visible before entering a passenger transport vehicle.

Cameras

All metropolitan taxis must be fitted with approved security cameras. Security cameras ensure safety for passengers and drivers.

Ridesourcing vehicles are not required to be fitted with approved security cameras. If you have been filmed without your consent in a ridesourcing vehicle and wish to make a complaint, please contact the South Australian Police (SAPOL) or the Attorney-General’s Department.

For passengers who have lost property, it is recommended that you contact the service provider directly first. Vehicle operators to whom property is delivered are required by legislation to hold the property for 2 days.

The next step would be to contact your local police station to see if your item has been recorded on the South Australian Police’s (SAPOL) Property Management System. If not, SAPOL can make a Lost Property Report.

If you have an enquiry about passenger transport services in South Australia or require further information about submitting an application for accreditation, please contact:

Accreditation and Licensing Centre
Phone: 7109 8117
Email: DIT.ALCenquiries@sa.gov.au

Hours:

• Monday, Tuesday, Wednesday, 9.00 am to 4.45 pm
• Thursday, 9:30 am to 4:45 pm
• Friday, 9:00 am to 4:45 pm

If you have a complaint about a passenger transport service, first lodge your complaint with the booking service.

If you are unhappy with their response, or you believe that the complaint is of a serious customer service or safety matter, you can make a complaint through Adelaide Metro – Contact Us or by phoning 1300 311 108, or by phoning Accreditation and Licensing.

For more options, visit Passenger transport enquiries, feedback and complaints.