Special Care Transport is Booked Service Provider (BSP-450156).
All bookings need to be made in advance. Acceptable booking methods include:
We do supply our vendors with a booking template (PDF). We recommend our vendors use this template to ensure all aspects of the booking are accurate.
All quotes will be provided in advance. All quotes need to be “accepted” for the booking to be “confirmed”. All quotes are based on a reasonable direct route determined by Special Care Transport. Any route variations you request that are not included in the 'accepted quote' must be further agreed with the driver and may be subject to additional charges.
Unfortunately Special Care Transport cannot accept TTSS cards. Please join with us and rally to have this changed by the NSW Government to make safe, reliable and comfortable wheel chair transport more accessible to everyone.
A booking fee of $7.00 (plus GST) will be included in your quote.
The 'passenger service levy' of $1.20 (plus GST) will be included in your quote.
Distance Surcharges
Where your booking starts (or ends for a one way services) determines if a distance surcharge is applicable. The distance is calculated using Google Maps. The distance is measured from geographical location: -33.36375550325834, 151.4888807869159
If the start/end point is less than 20klms the distance surcharge is $0.00
If the start/end point is between 20klms-40klms the distance surcharge is $20.00 (plus GST) and will be included in your quote.
For all bookings that start/end beyond 40klms, the distance surcharge is P.O.A. (priced on application) and will be included in your quote.
Fares
Our prices are comparable to similar BSP's or WAV Taxi's but with qualified aged care and/or mobility assistance. Our fare rate is based on time and/or distance and prices are quoted on the requirements of each individual booking. Fares may also vary depending on:
All road tolls and parking fees accumulated during the booking are passed onto the client. If these were not included in your quote, the driver is entitled to collect, and the passenger must pay, any additional tolls or parking fees incurred.
Passengers who have a valid MAP card (on their person) will enable Special Care Transport to use designated MAP parking spaces where they are available and vacant. As stipulated by Transport for NSW, a detailed log for all MAP parking will be recorded.
Loading or Unloading a wheelchair passenger is $15.00 (plus GST) per service.
Special Note: All wheel chairs used for in-vehicle transportation must meet AS/NZS 3696.19 standards (of foreign ISO equivalent). Clients/Passengers requesting to use a wheel chair for in-vehicle transportation that does not meet these standards may be denied service. Special Care Transport strongly recommends verifying if your wheelchair meets these standards prior to making your booking to avoid disappointment.
Any services booked before 8:00am or after 5:00pm will incur a surcharge. Additional surcharges exist for any services booked between 10.00pm and 6.00am. If applicable, these charges will be included in your quote.
Weekend and Public Holiday services are available upon request, however they attract a surcharge and are subject to availability. If applicable, the charges will be included in your quote. For weekend and public holidays, we suggest booking well in advance to avoid disappointment.
Any planned waiting time is charged at $1.33 (plus GST) per minute and will be included in your quote.
Any unplanned waiting time is charged at $2.00 (plus GST) per minute.
If unpanned waiting time exceeds 60 minutes, the driver may cancel the booking entirely and the Cancellation Policy (below) will apply.
Cancellation fees are applicable when a booking is cancelled at short notice or unplanned waiting time is excessive.
Bookings for 5 or more passengers are considered "group bookings". These are available upon request and will be P.O.A. (priced on application). These are subject to availability, so we suggest booking well in advance to avoid disappointment.
Bookings such as full day charters, or airport transfers are available upon request and will be P.O.A. (priced on application). These are subject to availability, so we suggest booking well in advance to avoid disappointment.
Special Care Transport prides itself on getting you from door to door safely. We also try to make your journey as comfortable as possible. We will only act on your instructions, or we will ask for your express permission to assist you. Depending on the circumstances, we may have to decline your request based on our duty of care and/or legal responsibilities.
Refunds (for any payments received in advance) will be given for cancellations where Special Care Transport are deemed fully responsible for the cancellation of the booking.
If, during a booked service, a passenger soils a vehicle in such a manner that the vehicle could not reasonably be expected to be used to provide a passenger service before being cleaned, the driver is entitled to collect, and the passenger must pay, a cleaning fee of $120.00 (plus GST).
Passenger Rights
As a booked service user, you have the right to:
1. be treated with respect and have your dignity, privacy and confidentiality respected by staff
2. be fully informed about the services available to you
3. expect an achievable safety standard when involved with transport activities and service
4. receive a service that is sensitive to you in individual needs, including language skills and background
5. complain about the service you are receiving without fear of retribution
6. refuse services without prejudicing your access to services
7. have someone speak on your behalf when talking to the service about your needs
Passenger Responsibilities
As a booked service user, it is your responsibility to:
1. act in such a way that respects the rights of other passengers and staff
2. to respect the confidentiality of information about other clients or team members which you may obtain whilst using the service
3. to notify the staff of any relevant matter that may affect your care or future access to the service
4. to notify the service as soon as possible if you need to cancel or change a booking with the service
5. if using a wheel chair for in-vehicle transport, ensure that it fully complies with AS/NZS 3696:19
standards
6. to wear seatbelts and use other safety devices as directed by staff and authorised team members
Special Care Transport does not tolerate abuse, violence or aggression. Services will be terminated immediately if an act of abuse, violence or aggression takes place during a booked service. Any acts of abuse, violence or aggression will be reported to the relevant authorities.
We collect personal information you provide when using our services and will only use it for legitimate business purposes including service provision, account management, communications, and as required by law. Your information may be shared with service providers and partners but will not be sold without consent. We implement appropriate security measures to protect your data, though no method is 100% secure. You have rights to access, correct, or delete your information, and we retain data only as long as necessary. Any confidential information shared between parties will be kept strictly confidential. By using our service, you consent to these privacy practices, which may be updated periodically.
At Special Care Transport we pride ourselves on being on being on time. If we are delayed for reasons outside of our control, we will do our best to contact you and let you know a revised estimated time of arrival (ETA). If we cannot make your booking we will inform you as a matter of urgency and do our best to re-schedule the booking. In such cases, any payments made in advance may be refunded. See our Refund Policy above.
If you believe you have left something behind, or if you find something in one of our vehicles please notify the driver immediately. Please contact us on 0498124481 and we will do our best to either; (i) help re-unite you with your lost property or, (ii) try to find the rightful owner if they have inadvertently left something onboard.
Special Care Transport is happy to help transport your pets or goods if feasible. This service is subject to availability and is P.O.A. (priced on application). Please contact us on 0498124481 to discuss, and will do our best to accommodate your request (if feasible).
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