Effective 2026-05-01

Accessibility Statement

slug: accessibility-statement title: Accessibility Statement documentType: accessibility_policy version: "2.0" appContext: platform requiredForRole: "none" displayOrder: 12 mustAcceptToUse: false effectiveDate: 2026-05-01 jurisdiction: WA summary: | OZ Ride's commitment to accessibility for Riders and Drivers with disabilities — wheelchair-accessible vehicles, service animals, passenger assistance, app accessibility, communication support, driver training, complaints process.

12 — Accessibility Statement

Effective Date: 1 May 2026 Controller: OZ Ride Pty Ltd (ABN 52 694 735 487), 224 Balcatta Road, Balcatta WA 6021 ("OZ Ride", "we", "us", "our"). Governing law: Western Australia, Australia. Disability Discrimination Act 1992 (Cth); Equal Opportunity Act 1984 (WA); Transport (Road Passenger Services) Act 2018 (WA). Defined terms: Capitalised terms not defined here have the meaning given in 00 — Definitions.

OZ Ride is committed to providing equal access to safe, reliable, and convenient transport regardless of ability. This Statement describes our commitments and the practical measures by which we meet them.

1. Our commitment

We strive to:

  • Ensure the OZ Ride Apps and services are accessible to people with diverse abilities;
  • Provide accessible Vehicle options for passengers with mobility requirements;
  • Train Drivers on disability awareness and assistance;
  • Continuously improve accessibility based on Rider feedback;
  • Comply with the Disability Discrimination Act 1992 (Cth), the Equal Opportunity Act 1984 (WA), and Western Australian on-demand transport accessibility requirements.

We treat all passengers with dignity and respect, and we do not tolerate discrimination of any kind.

2. Wheelchair Accessible Vehicles (WAV)

2.1 WAV in our fleet

OZ Ride lists Wheelchair Accessible Vehicles in our fleet for Riders who use wheelchairs, motorised scooters, or other mobility aids that require Vehicle modifications for safe transport.

2.2 How to request a WAV

You can request a WAV through the Rider App by:

  • Selecting the "WAV" Vehicle option when booking a Trip;
  • Indicating your accessibility requirements in your Rider profile settings.

2.3 Response time

We aim to respond to WAV requests as quickly as possible. Response times depend on WAV availability in your area. We recommend booking in advance where possible. For urgent transport needs, please call our support line.

2.4 WAV records (WA DoT)

In accordance with Western Australian Department of Transport on-demand transport requirements, OZ Ride maintains records of all WAV bookings and Trips, including request and response times, completed Trips, availability and utilisation data, and any incidents or complaints. These records are available for regulatory review on request.

3. Service animals

3.1 Always welcome

OZ Ride welcomes service animals — including guide dogs and other assistance animals — in all of our Vehicles. Service animals are permitted to accompany Riders on all Trips without exception.

3.2 No additional charges

There are no additional fees for travelling with a service animal.

3.3 Driver obligations

Under the Disability Discrimination Act 1992 (Cth) and the Dog Act 1976 (WA), Drivers are legally required to:

  • Accept all Riders accompanied by service animals;
  • Not refuse a Trip on the basis of the presence of a service animal;
  • Not charge additional fees for service animals;
  • Provide the same standard of service to Riders with service animals as to all other Riders.

All Drivers are trained on these obligations during onboarding.

3.4 Refusal complaints

If a Driver refuses to accept your service animal, please report this immediately through:

  • The "Report Issue" feature in the Rider App; or
  • Email at accessibility@oz-ride.com.

All such complaints are treated as serious incidents and investigated. Drivers who refuse service animals may face suspension or permanent removal from the platform.

4. Passenger assistance

4.1 Mobility assistance

Drivers are trained to provide reasonable mobility assistance to Riders entering and exiting the Vehicle, including help with walkers, canes, and other mobility aids.

4.2 Luggage assistance

Drivers will assist with loading and unloading luggage, shopping, and other items. Indicate this in your booking notes or notify the Driver on arrival.

4.3 Door-to-door

Where you require additional assistance, the Driver will accompany you between the door and the Vehicle.

4.4 Communicating special needs

Communicate any specific accessibility requirements when booking by:

  • Adding accessibility notes to your Rider profile;
  • Using the "Special Requirements" field at booking;
  • Messaging the Driver in-app before pickup;
  • Calling our support team for complex needs.

5. App accessibility features

5.1 Screen-reader compatibility

The OZ Ride and OZ Driver Apps are designed to work with VoiceOver (iOS) and TalkBack (Android). We follow Web Content Accessibility Guidelines (WCAG) 2.1 to keep the Apps navigable with assistive technologies.

5.2 Voice navigation

Voice input may be used to enter pickup and destination addresses, search saved locations, and navigate App features.

5.3 High contrast and large text

The Apps support your device's high-contrast mode and respect your device's text-size settings. Increasing text size at the OS level scales App text accordingly.

6. Communication support

6.1 In-App messaging

The Apps include text-based messaging between Riders and Drivers, useful for Riders who are deaf or hard of hearing or who prefer not to communicate by phone.

6.2 Hearing-impaired accommodations

We provide visual notifications for Trip status, text-based Driver communication, push notifications with haptic feedback where the device supports it, and an in-App flag the Rider can set to inform the Driver.

6.3 Translation (planned)

Real-time translation between Rider and Driver in different languages is on the roadmap. We will update this Statement when it ships.

7. Driver training

7.1 Disability awareness training

All Drivers complete disability-awareness training during onboarding, covering different types of disability, appropriate communication and interaction, legal obligations under discrimination law, and respectful assistance.

7.2 WAV operation training

Drivers operating WAVs receive specialised training including safe operation of wheelchair ramps and lifts, securement of mobility devices, assisting Riders in and out, and emergency procedures.

7.3 Sensitivity training

Drivers receive ongoing sensitivity training covering person-first language, allowing extra time, respecting Rider autonomy, and maintaining a welcoming environment.

8. Feedback and improvement

We welcome feedback on accessibility through:

  • Email: accessibility@oz-ride.com;
  • The Rider App's accessibility feedback form;
  • The Website feedback form.

We regularly review and update the Apps for accessibility compliance, incorporate Rider feedback, consult disability advocacy organisations, update Driver training, and expand the WAV fleet to meet demand.

9. Discrimination and refusal of service

9.1 Zero tolerance

OZ Ride has a zero-tolerance policy for discrimination. We do not tolerate discrimination based on disability, the use of mobility aids, the presence of a service animal, or any other protected characteristic under the Disability Discrimination Act 1992 (Cth) or the Equal Opportunity Act 1984 (WA).

9.2 Drivers cannot refuse on disability

Drivers may not refuse a Trip on the basis of:

  • a Rider's disability or perceived disability;
  • a Rider's use of a wheelchair, mobility aid, or medical equipment;
  • the presence of a service animal or assistance animal;
  • a Rider's need for additional time or assistance.

9.3 Consequences

Drivers found to have engaged in discriminatory behaviour may face immediate suspension, mandatory retraining, permanent removal from the platform for repeat offences, and reporting to relevant regulatory authorities.

10. Accessibility complaints

10.1 Internal process

Lodge an accessibility complaint via the Rider App's "Report Issue" feature or by email at accessibility@oz-ride.com. We acknowledge accessibility complaints within 24 hours and aim to resolve them within 7 Business Days. Complex complaints may take longer; we will keep you informed.

10.2 WA DoT On-Demand Transport

If you are not satisfied with our response, contact the Western Australian Department of Transport On-Demand Transport team on 1300 660 147.

10.3 Equal Opportunity Commission of Western Australia

For complaints relating to disability discrimination, contact the Equal Opportunity Commission of Western Australia on (08) 9216 3900 or 1800 198 149, or at wa.gov.au/organisation/equal-opportunity-commission.

10.4 OAIC

For privacy-related accessibility concerns (for example, the handling of accessibility data in your profile), contact the Office of the Australian Information Commissioner: oaic.gov.au or 1300 363 992.

11. Contact

  • Accessibility: accessibility@oz-ride.com
  • General support: support@oz-ride.com
  • Address: OZ Ride Pty Ltd, Privacy Officer, 224 Balcatta Road, Balcatta WA 6021

End of Accessibility Statement.

This is the consumer-facing rendering of the v2 legal framework. The authoritative source is maintained at docs/legal/v2/ in the OZ Ride engineering repository. Material changes are notified at least 14 days in advance via in-app message and email per the relevant agreement.