Booking
How do I book?
Create an account and use Book a Service, or call us on 1300 000 000. Support coordinators and providers can also book on your behalf.
How much notice do you need?
Online requests need at least 2 hours’ notice. For urgent or same-day trips, please call us.
Can I book a return trip?
Yes. Choose “Yes, please bring me back” when you book and tell us the return pickup time.
Can I book regular trips?
Yes. Call or message us and we’ll set up your regular trips.
How do I cancel?
Open My bookings in your dashboard and choose Cancel booking. Cancellations within 2 hours of pickup are recorded as late. If it’s close to pickup time, please call us too.
On the day
How will I know who my driver is?
Once a driver is assigned you’ll see their first name, photo and vehicle – including the registration – in your dashboard.
Can I track my driver?
Yes. When your driver is on the way, open Track my driver to see them on the map with an estimated arrival time.
What if my driver is late?
Check Track my driver or message us through Live Support. We’ll let you know what is happening.
Can someone travel with me?
Yes – support workers, carers and companions are welcome. Include them in the number of passengers when you book.
Accessibility
Do you have wheelchair accessible vehicles?
Yes. Tell us if you need to stay seated in your wheelchair and we’ll send a vehicle with a ramp and restraints.
Can drivers help me to the door?
Yes. Choose “Door-to-door assistance” when you book, or add it to your profile.
Are assistance animals allowed?
Yes. Please tell us when you book so we can plan the right vehicle.
NDIS and payment
Can I use my NDIS funding?
Many NDIS plans include funding that can be used for transport. How you can use it depends on your plan and how it is managed. Please check with your support coordinator, plan manager or the NDIA – we’re happy to help.
Do you need my NDIS number?
Only if we need it to invoice your plan. If we do, it is stored securely and encrypted.
Safety and privacy
Are your drivers checked?
Yes. Our drivers must hold the licences, checks and training we require, and we track their expiry dates.
What information do drivers see?
Only what they need for your trip – such as your name, pickup and destination, and access needs. Your driver does not see your NDIS number or unrelated personal details.
Is my location tracked?
No. We track the driver’s location during your trip – not yours.
What do I do in an emergency?
Call Triple Zero (000). We are a transport provider, not an emergency service.