Effective 7 October 2026
Accessibility Statement
Change note (v2.1, 7 October 2026): section 2 now says plainly that Wheelchair Accessible Vehicles cannot yet be booked through OZ Ride, what you can do if you need one now, and what will change when they join. The earlier version described Wheelchair Accessible Vehicles in our fleet and a "WAV" option in the Rider App; neither is available today. Sections 7.2 and 8 are corrected to match. No other change.
Change note (v2.2, 7 October 2026): this version removes descriptions of features, forms, training and an email address that are not available today, and says what to do instead. Sections 3.4, 8, 10.1 and 11 now point to Help, then Contact Support, in the Rider App, and to support@oz-ride.com, in place of a reporting button the Rider App does not have and a separate accessibility email address. Sections 4.2 and 4.4 now say the Rider App has no place yet to record accessibility needs on your profile or on a booking; 6.2, that it has no hearing setting yet; and 8, that there is no separate feedback form in the Rider App or on the Website. Section 7.3 now says OZ Ride does not yet run ongoing or refresher sensitivity training, and 4.2 and 4.3 that OZ Ride does not yet offer door-to-door help or require Drivers to help with luggage. Section 4.1 now describes the Driver training as it is; 5.1 to 5.3 describe the Apps' screen-reader, voice and display support as it is; 6.3 no longer mentions a translation roadmap; 8 no longer says we consult disability advocacy organisations; and the example in 10.4 no longer refers to accessibility data in your profile. No other change.
12 — Accessibility Statement
Effective Date: 7 October 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 Not available yet
OZ Ride does not yet offer Wheelchair Accessible Vehicles. You cannot currently book a Trip in a Wheelchair Accessible Vehicle through the Rider App or by phone.
2.2 If you need a wheelchair-accessible vehicle now
- Please use another transport service that provides wheelchair-accessible vehicles.
- If you can move from your wheelchair into a car seat, and your wheelchair folds to fit in the boot, you can book an ordinary Trip in the Rider App. A Driver may not refuse your Trip because you use a wheelchair or other mobility aid (see section 9.2).
- If you have a question about accessible transport on OZ Ride, email
support@oz-ride.com.
2.3 When Wheelchair Accessible Vehicles join OZ Ride
When Wheelchair Accessible Vehicles join OZ Ride and we are ready to take wheelchair-accessible bookings, a wheelchair-accessible option will appear in the Rider App and we will update this Statement to explain how to book one. From then on, OZ Ride will keep the records of wheelchair-accessible bookings and Trips that Western Australian Department of Transport on-demand transport requirements call for, and will make them 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:
- in the Rider App: open Help and tap Contact Support, and tell us which Trip and what happened; or
- by email to
support@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
During onboarding, Drivers are trained to look after your safe entry to and exit from the Vehicle and, if you use a folding wheelchair, to help you transfer if you ask and to stow the wheelchair in the boot. If you would like help with a walker, cane or other mobility aid, please ask your Driver.
4.2 Luggage assistance
If you would like help loading or unloading luggage, shopping or other items, please ask your Driver: message them in the App once they have accepted your Trip, or tell them when they arrive. The Rider App does not yet have a booking-notes field for requests like this.
4.3 Door-to-door
OZ Ride does not yet offer door-to-door assistance, so we cannot promise that your Driver will go with you between the door and the Vehicle. If you need this help, ask your Driver (message them in the App once they have accepted your Trip, or tell them when they arrive), travel with someone who can help, or use a transport service that offers door-to-door assistance.
4.4 Communicating special needs
The Rider App does not yet let you record accessibility requirements on your profile or on a booking. Meanwhile, you can communicate any specific accessibility requirements by:
- Messaging the Driver in-app before pickup (once a Driver has accepted your Trip);
- Calling our support team for complex needs (in the Rider App, open Help and tap Call OZ Ride support).
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 use the Web Content Accessibility Guidelines (WCAG) 2.1 as our guide, but we have not yet completed a full accessibility audit of the Apps, so some screens may still be hard to use with a screen reader. If you find one, please tell us (see section 8).
5.2 Voice navigation
The Apps do not yet have a voice-control feature of their own. Meanwhile, you can use your device's keyboard dictation (the microphone key on the on-screen keyboard) to enter pickup and destination addresses.
5.3 Large text and contrast
The Apps respect your device's text-size settings: increasing text size at the OS level makes App text larger (a few headings on the Driver App's sign-up screens stay at a fixed size). The Apps do not yet change their colours when you turn on your device's high-contrast or increased-contrast setting.
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, and push notifications with haptic feedback where the device supports it. The Rider App does not yet have a setting that tells your Driver you are deaf or hard of hearing; meanwhile, you can message your Driver in the App once they have accepted your Trip.
6.3 Translation
Translation between Riders and Drivers who speak different languages is not yet available in the Apps.
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
OZ Ride does not yet offer wheelchair-accessible Trips (see section 2). Before any Driver is offered one, that Driver will need to have completed 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
OZ Ride does not yet run ongoing or refresher sensitivity training. The onboarding module described in section 7.1 asks Drivers to be patient and allow extra time, to help when a Rider asks, and to treat Riders with disability the same as any other Rider.
8. Feedback and improvement
We welcome feedback on accessibility:
- by email to
support@oz-ride.com; or - in the Rider App: open Help and tap Contact Support.
The Rider App does not yet have a separate accessibility feedback form, and the Website does not yet have a feedback form.
We will use your feedback to fix accessibility problems in the Apps and to improve the Driver onboarding module, and we are working towards offering Wheelchair Accessible Vehicles (see section 2).
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 in the Rider App (open Help and tap Contact Support) or by email at support@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, how we handle information about your disability that you give us), contact the Office of the Australian Information Commissioner: oaic.gov.au or 1300 363 992.
11. Contact
- Accessibility and general support:
support@oz-ride.com - In the Rider App: open Help and tap Contact Support
- Address: OZ Ride Pty Ltd, Privacy Officer, 224 Balcatta Road, Balcatta WA 6021
12. Related documents
End of Accessibility Statement.