Commercial Passenger Vehicle Industry Regulations 2018 (Victoria)

These Regulations (Commercial Passenger Vehicle Industry Regulations 2018, as in force 1 January 2026) prescribe detailed operational, safety, identification, consumer-protection and record-keeping requirements for participants in the commercial passenger vehicle industry under the Commercial Passenger Vehicle Industry Act 2017 (the Act). The Regulations implement the Act’s objectives by (a) setting registration and accreditation adjuncts (Part 8, regs 30 and 30A), (b) imposing safety-related processes including a required register of safety risks and incident reporting (Part 2, regs 5-7), (c) specifying how vehicles and drivers must be identified and labelled (Part 3, regs 8-10, 28A), (d) creating technical and equipment specifications that the regulator may determine and publish (Part 4, regs 11-14), (e) embedding consumer protections on fares, fare devices, estimates and receipts (Part 5, regs 15-22), (f) requiring complaints systems and complaint-handling duties (Part 5, regs 23-24), and (g) imposing detailed record-keeping, submission and retention obligations for booking service providers and providers of unbooked services (Part 9, regs 31-36; Schedules 1-2). The Regulations also set offences and penalties for non‑compliance and provide regulator powers to examine devices, request records and grant exemptions (for example reg 11(5), regs 20, 34-35).

The Regulations take effect differently for discrete provisions: most came into operation on 2 July 2018, regulation 8 on 1 September 2018, and regulations 5-7 (safety register and incident reporting) on 1 March 2019 (reg 3). The instrument incorporates multiple amendment instruments through to S.R. No. 154/2025 (Table of Amendments and explanatory endnotes). The regulator’s discretionary functions under these Regulations are significant: the regulator may make specifications determinations (reg 11), approve types or designs of signs or security cameras (regs 8(1)(c), 14(1)(b)), exempt vehicles from specifications (reg 11(5)), and require production of records or testing of fare calculation devices (regs 20, 34-35). The Regulations therefore convert high‑level duties in the Act into prescriptive, enforceable requirements with associated fines expressed as penalty units (see the Endnotes for penalty unit value).

Version No. 011

Commercial Passenger Vehicle Industry Regulations 2018

S.R. No. 84/2018

Version incorporating amendments as at
1 January 2026

TABLE OF PROVISIONS

Regulation Page

Part 1—Preliminary 1

1 Objectives 1

2 Authorising provision 1

3 Commencement 2

4 Definitions 2

Part 2—Safety 5

Division 1—Discharge of safety duties 5

5 Requirement for registered booking service provider to establish and maintain a register of safety risks 5

6 Review and revision of register of safety risks 5

Division 2—Notifiable incidents 6

7 Notifiable incidents to be reported to the regulator 6

Part 3—Identification of commercial passenger vehicles and drivers 8

Division 1—Identification of commercial passenger vehicles 8

8 Indication that commercial passenger vehicle is being used to provide commercial passenger vehicle service 8

9 Commercial passenger vehicle with taxi livery must comply with specified requirements when used to provide unbooked commercial passenger vehicle services 9

Division 2—Driver identification 12

10 Accredited driver must ensure identification is clearly visible at all times 12

Part 4—Specifications for commercial passenger vehicles 14

11 Commercial passenger vehicle specifications 14

12 Specifications—unbooked commercial passenger vehicle services 15

13 Specifications—wheelchair accessible commercial passenger vehicles 16

14 Specifications—applicable unbooked service 16

Part 5—Consumer protections 19

Division 1—Fares and charges 19

15 Definition 19

16 Fare information to be provided by booking service provider 19

17 Unbooked commercial passenger vehicle services—fare information to be displayed 20

18 Fare calculation devices⎯unbooked commercial passenger vehicle services 21

19 Operation of fare calculation devices⎯unbooked commercial passenger vehicle services 22

20 Examination and testing of fare calculation devices 23

21 Provision of fare estimate or fixed fare 24

22 Receipt for hiring to include required information 25

Division 2—Complaints 26

23 Requirement for booking service provider to have a complaints management system 26

24 Requirement for providers of unbooked commercial passenger vehicle services to investigate complaints 27

Part 6—Operational requirements 28

25 Smoking prohibited 28

26 Assistance animals 28

27 Assistance for persons getting into and out of a commercial passenger vehicle 29

28 Passenger routes 29

28A Display of approved signs, symbols, notices or labels 30

Part 7—Identity cards for authorised officers 32

29 Identity cards for authorised officers appointed by the regulator 32

Part 8—Exemption—booking service providers 33

30 Exemption from requirement to be registered as a booking service provider 33

Part 8A—Booking services 34

30A Meaning of booking service 34

Part 9—Records 36

31 Records to be kept by booking service providers 36

32 Records to be kept by providers of unbooked commercial passenger vehicle services 36

33 Period for which and manner in which records are to be kept 36

34 Submission of information—booking service provider 37

35 Submission of information—provider of unbooked commercial passenger vehicle service 38

36 Records to be kept of non-cash payment surcharges 38

Schedule 1—Information to be kept by booking service providers 42

Schedule 2—Information to be kept by providers of unbooked commercial passenger vehicle services 44

═════════════

Endnotes 45

1 General information 45

2 Table of Amendments 47

3 Explanatory details 48

Version No. 011

Commercial Passenger Vehicle Industry Regulations 2018

S.R. No. 84/2018

Version incorporating amendments as at
1 January 2026

Part 1—Preliminary

1 Objectives

The main objectives of these Regulations are to prescribe requirements for or in relation to—

(a) the registration of booking service providers; and

(b) the accreditation of drivers; and

(i) fares and other charges for commercial passenger vehicle services; and

(ii) the accessibility of commercial passenger vehicle services; and

(iii) consumer complaints about service provision; and

(d) vehicle safety standards and the safety duties of industry participants; and

(e) record keeping and other operational requirements.

2 Authorising provision

These Regulations are made under section 289 of the Commercial Passenger Vehicle Industry Act 2017.

3 Commencement

(1) These Regulations (except regulations 5, 6, 7 and 8) come into operation on 2 July 2018.

(2) Regulation 8 comes into operation on 1 September 2018.

(3) Regulations 5, 6 and 7 come into operation on 1 March 2019.

4 Definitions

In these Regulations—

applicable unbooked service has the same meaning as in section 110A of the Act;

associated driver has the same meaning as in section 24(4) of the Act;

driver, in relation to a commercial passenger vehicle being used to provide a commercial passenger vehicle service, means an accredited driver;

fare calculation device means a mechanical, electrical or electronic device that calculates, records or displays information about fares and charges for the provision of unbooked commercial passenger vehicle services;

Examples

A taximeter, a computer tablet or a smartphone.

GST has the same meaning as it has in the A New Tax System (Goods and Services Tax) Act 1999 of the Commonwealth;

health professional means—

(a) a person registered under the Health Practitioner Regulation National Law—

(i) to practise in the medical profession (other than as a student); or

(ii) to practise in the nursing and midwifery profession as a nurse (other than as a midwife or as a student); or

(b) an operational staff member within the meaning of the Ambulance Services Act 1986;

hirer means a person who requests the provision of a commercial passenger vehicle service, irrespective of whether the person will be a passenger of the commercial passenger vehicle to be used to provide the service;

Part 3 permission holder, in relation to a commercial passenger vehicle, means the person in whose name the vehicle is registered under Part 3 of the Act;

registered operator has the same meaning as in the Road Safety Act 1986;

Reg. 4 def. of registration number amended by S.R. No. 166/2019 reg. 4.

registration number, of a commercial passenger vehicle, means the distinguishing registration number assigned to the vehicle by the Secretary under the Road Safety Act 1986 on the registration of that vehicle under that Act;

relevant complaint means a complaint relating to—

(a) the provision of a booking service by the booking service provider; or

(b) the provision of a commercial passenger vehicle service arranged or facilitated by the booking service provider; or

(c) the provision of a commercial passenger vehicle service through the use of a commercial passenger vehicle bearing the sign, symbol, notice or label of the booking service provider;

specifications determination means a determination under regulation 11(1);

termination, in relation to the provision of a commercial passenger vehicle service, means the time when the provision of the service ends for any reason, including because—

(a) the agreed destination for the hiring has been reached; or

(b) the hirer or a passenger being provided the service has requested the termination before the agreed destination;

the Act means the Commercial Passenger Vehicle Industry Act 2017.

Part 2—Safety

Division 1—Discharge of safety duties

5 Requirement for registered booking service provider to establish and maintain a register of safety risks

(1) A registered booking service provider must establish and maintain a register of safety risks associated with the provision of commercial passenger vehicle services by an associated driver that contains the matters specified under subregulation (2) in relation to each of those safety risks.

Penalty: 20 penalty units.

(2) For the purposes of subregulation (1), the specified matters in relation to each safety risk are—

(a) the identification and description of the risk; and

(b) an outline of the action to be taken to mitigate or eliminate the identified risk;
and

6 Review and revision of register of safety risks

A person to whom regulation 5 applies must review, and if necessary revise, a register maintained under regulation 5 annually.

Division 2—Notifiable incidents

7 Notifiable incidents to be reported to the regulator

(1) The following incidents, if they occur in relation to the use of a commercial passenger vehicle to provide a commercial passenger vehicle service, are prescribed for the purposes of section 272 of the Act—

(a) an incident resulting in the death of or serious injury to any person;

(b) an incident resulting in attendance by a police officer or health professional.

(2) The regulator must be notified, in writing, of a prescribed incident—

(a) in a form approved by the regulator; and

(b) within 10 business days after a person to whom section 272 of the Act applies becomes aware of the prescribed incident.

Pt 2A (Heading and regs 7A–7I) inserted by S.R. No. 122/2020 reg. 4, revoked by S.R. No. 66/2022 reg. 3(1).

Part 3—Identification of commercial passenger vehicles and drivers

Division 1—Identification of commercial passenger vehicles

8 Indication that commercial passenger vehicle is being used to provide commercial passenger vehicle service

(1) For the purposes of section 51(1)(a) of the Act, at least one of the following things must be displayed—

(a) signs, symbols, notices or labels indicating that the motor vehicle is a commercial passenger vehicle;

(b) signs, symbols, notices or labels identifying the registered booking service provider of the associated driver;

Reg. 8(1)(d) amended by S.R. No. 166/2019 reg. 5.

(d) number plates issued to the registered operator of the commercial passenger vehicle by the Secretary that identify the vehicle as a commercial passenger vehicle.

Examples

1 Example for paragraphs (a) to (c)—a sign, symbol, notice or label containing the logo of a booking service provider.

2 Example for paragraph (d)—a number plate bearing the word "taxi" or a number plate bearing a registration number in the range starting with "VHA 000" and ending with "VHZ 999".

(2) A Part 3 permission holder must not use the commercial passenger vehicle to provide a commercial passenger vehicle service unless a sign, symbol, notice or label displayed under subregulation (1) is incapable of being removed by a person seated in the driver's seat of the commercial passenger vehicle.

Penalty: 10 penalty units.

(3) A Part 3 permission holder must not permit another person to use the commercial passenger vehicle to provide a commercial passenger vehicle service unless at the time they give their permission a sign, symbol, notice or label displayed under subregulation (1) is incapable of being removed by a person seated in the driver's seat of the commercial passenger vehicle.

Penalty: 10 penalty units.

(4) A driver of a commercial passenger vehicle must not use the vehicle to provide a commercial passenger vehicle service unless a sign, symbol, notice or label displayed under subregulation (1) is incapable of being removed by a person seated in the driver's seat of the commercial passenger vehicle.

Penalty: 10 penalty units.

9 Commercial passenger vehicle with taxi livery must comply with specified requirements when used to provide unbooked commercial passenger vehicle services

(1) A Part 3 permission holder commits an offence if—

(a) the commercial passenger vehicle has taxi livery displayed on it; and

(b) the vehicle is not compliant while the holder uses the vehicle to provide an unbooked commercial passenger vehicle service.

Penalty: 10 penalty units.

Note

An unbooked commercial passenger vehicle service extends to the use or driving of a commercial passenger vehicle by a person who is in charge of the motor vehicle and is available to provide the unbooked commercial passenger vehicle service—see the definitions of commercial passenger vehicle service and unbooked commercial passenger vehicle service in sections 3 and 4 of the Act.

(2) A Part 3 permission holder commits an offence if—

(a) the commercial passenger vehicle has taxi livery displayed on it; and

(b) the holder permits another person to use the vehicle to provide an unbooked commercial passenger vehicle service; and

Penalty: 10 penalty units.

Note

(3) A driver of a commercial passenger vehicle commits an offence if—

(a) the commercial passenger vehicle has taxi livery displayed on it; and

(b) the vehicle is not compliant while the driver uses the vehicle to provide an unbooked commercial passenger vehicle service.

Penalty: 10 penalty units.

Note

(4) In this regulation—

compliant, in relation to a commercial passenger vehicle, means—

(a) the vehicle has installed in it, or attached to it, a fare calculation device that—

(i) complies with the specifications determination that applies to that device; and

(ii) meets the required standards when functioning in the vehicle; and

(b) if the vehicle is being used, or is to be used, to provide an unbooked commercial passenger vehicle service in respect of carriage on a journey that begins in the Melbourne Metropolitan Zone or the Urban and Large Regional Zone, the vehicle has installed in it a security camera—

(i) of a type or class approved, in writing, by the regulator; and

(ii) that has been installed and is operating in accordance with a specifications determination that applies to that security camera; and

(c) the vehicle has fixed to it a notice that displays fare information in the manner required under regulation 17(1)(a) and (b) or (2)(a) and (b), as the case
requires;

Melbourne Metropolitan Zone has the same meaning as in section 110A of the Act;

required standards means the standards set out in regulation 18(4);

taxi livery, in relation to a commercial passenger vehicle, means a sign, symbol, notice or label that contains the word "taxi";

Urban and Large Regional Zone has the same meaning as in section 110A of the Act.

Division 2—Driver identification

10 Accredited driver must ensure identification is clearly visible at all times

(1) An accredited driver who is driving a commercial passenger vehicle for the purpose of providing a commercial passenger vehicle service must ensure that identification material is clearly visible at all times to a passenger in the vehicle who is being provided the service.

Penalty: 5 penalty units.

(2) Subregulation (1) does not apply if a booking service provider provides a photograph of the accredited driver and the number of the certificate of accreditation of the driver to the hirer of the commercial passenger vehicle before the hirer, or the passenger for whom the commercial passenger vehicle is hired, is provided the commercial passenger vehicle service.

(3) In this regulation—

identification material means—

(a) a card or electronic document issued by the regulator containing a photograph of the accredited driver and the number of the certificate of accreditation of the driver; or

(b) a printed version of the electronic document referred to in paragraph (a).

Part 4—Specifications for commercial passenger vehicles

11 Commercial passenger vehicle specifications

(1) The regulator may determine specifications in relation to any one or more of the following—

(a) fare calculation devices installed in a commercial passenger vehicle;

(b) the accessibility and safety of wheelchair accessible commercial passenger vehicles;

(2) A specifications determination may differ according to differences in time, place or circumstance.

(3) The regulator must publish a specifications determination in the Government Gazette as soon as practicable after it is made.

(4) A specifications determination takes effect on the day it is published in the Government Gazette or, if a later day is specified in the determination, on that day.

(5) The regulator may, in writing, exempt a commercial passenger vehicle from complying with a specification in a specifications determination if, in the opinion of the regulator, the specification is inappropriate to the nature or construction of the commercial passenger vehicle.

Note

The regulator may also exempt a person from a requirement under the regulations in accordance with section 283 of the Act.

12 Specifications—unbooked commercial passenger vehicle services

(1) A Part 3 permission holder must not use the commercial passenger vehicle to provide an unbooked commercial passenger vehicle service unless a fare calculation device—

(a) is installed in the commercial passenger vehicle; and

(b) complies with the specifications of a specifications determination that applies to that device.

Penalty: 10 penalty units.

(2) A Part 3 permission holder must not permit another person to use the commercial passenger vehicle to provide an unbooked commercial passenger vehicle service unless at the time they give their permission a fare calculation device—

(a) is installed in the commercial passenger vehicle; and

(b) complies with the specifications of a specifications determination that applies to that device.

Penalty: 10 penalty units.

(3) Subregulation (1) or (2) do not apply if—

(a) the regulator has exempted the vehicle under regulation 11(5) from complying with a specification that, but for the exemption, would apply in relation to the vehicle; or

(b) the Part 3 permission holder has been exempted under section 283 of the Act and is complying with that exemption.

Note

See also regulation 19.

Penalty: 10 penalty units.

22 Receipt for hiring to include required information

(1) If a hirer pays the fare and any additional charges for the provision of a commercial passenger vehicle service to the driver of the commercial passenger vehicle used to provide the service, the driver must, if requested to do so by the hirer, provide the hirer with a receipt that includes the required information.

Penalty: 10 penalty units.

(2) If a hirer pays the fare and any additional charges for the provision of a commercial passenger vehicle service to the booking service provider who provided the booking service for the provision of the commercial passenger vehicle service, the booking service provider must, if requested to do so by the hirer, provide the hirer with a receipt that includes the required information.

Penalty: 10 penalty units.

(3) For the purposes of subregulations (1) and (2), the required information is—

(a) if the receipt is provided by the driver and is not produced using electronic facilities, the driver's signature; and

(b) if the receipt is provided by the booking service provider, the name of the booking service provider; and

(d) the number of the certificate of accreditation of the driver; and

(e) all the items that make up the fare and any additional rates and charges; and

(f) the total amount paid; and

(g) the date of the payment.

Division 2—Complaints

23 Requirement for booking service provider to have a complaints management system

For the purposes of section 60(4) of the Act, the registration of a person as a booking service provider is subject to the condition that the person must—

(a) establish, implement and maintain a complaints handling system; and

(b) ensure that every relevant complaint is investigated promptly; and

(d) publicly disclose—

(i) how a person may make a complaint; and

(ii) the time within which the booking service provider will respond to the complaint.

Example

A booking service provider may specify how a person may make a complaint and the time within which the booking service provider will respond to a complaint on its internet site, smartphone application or on a notice fixed to a commercial passenger vehicle.

Note

Section 64 of the Act makes it an offence for a booking service provider to fail to comply with any prescribed condition to which the booking service provider's registration is subject.

24 Requirement for providers of unbooked commercial passenger vehicle services to investigate complaints

The provider of an unbooked commercial passenger vehicle service must ensure that—

(a) every complaint relating to the provision of unbooked commercial passenger vehicle services by the provider is investigated promptly; and

(b) any action required to adequately address the complaint is taken promptly.

Penalty: 20 penalty units.

Part 6—Operational requirements

25 Smoking prohibited

(1) A person must not in a commercial passenger vehicle being used to provide a commercial passenger vehicle service—

(a) smoke, hold or otherwise have control over, an ignited or heated tobacco product; or

(b) use an e-cigarette to generate or release an aerosol or vapour; or

Penalty: 5 penalty units.

(2) In this regulation, e-cigarette and tobacco product have the same meanings as in the Tobacco Act 1987.

26 Assistance animals

(1) The driver of a commercial passenger vehicle being used to provide a commercial passenger vehicle service must accept an animal for carriage in that vehicle if—

(a) the animal is an assistance animal; and

(b) the animal is accompanied by a passenger of the commercial passenger vehicle.

Penalty: 10 penalty units.

(2) In this regulation—

assistance animal has the same meaning as it has in the Disability Discrimination Act 1992 of the Commonwealth.

27 Assistance for persons getting into and out of a commercial passenger vehicle

The driver of a commercial passenger vehicle being used to provide a commercial passenger vehicle service must give reasonable help to a person to get them into and out of the vehicle.

Penalty: 5 penalty units.

28 Passenger routes

(1) This regulation does not apply to the hiring of a commercial passenger vehicle if a fixed fare is agreed between a booking service provider or a driver and the hirer.

(2) If the hirer of a commercial passenger vehicle being used to provide a commercial passenger vehicle service nominates a route to the place where the hirer wants to be taken, the driver of the commercial passenger vehicle must take that route unless the driver has a reasonable excuse for not taking that route.

Penalty: 10 penalty units.

(3) If the hirer of a commercial passenger vehicle being used to provide a commercial passenger vehicle service does not nominate the route that the hirer wishes to be taken, the driver of the commercial passenger vehicle must take the most direct and practicable route from the place where the journey commenced to the intended destination of the hirer.

Penalty: 10 penalty units.

(4) In this regulation—

hirer includes a passenger of a commercial passenger vehicle being used to provide a commercial passenger vehicle service.

Reg. 28A inserted by S.R. No. 154/2025 reg. 5.

28A Display of approved signs, symbols, notices or labels

(1) The regulator may, by notice in writing—

(a) approve a type or design of sign, symbol, notice or label that a commercial passenger vehicle, or class of commercial passenger vehicles, must display in or on the vehicle; and

(b) specify the manner in which the sign, symbol, notice or label is displayed.

(2) If a type or design of sign, symbol, notice or label is approved under subsection (1) for a commercial passenger vehicle, a Part 3 permission holder must not permit another person to use the commercial passenger vehicle to provide a commercial passenger vehicle service unless at the time they give their permission the sign, symbol, notice or label is displayed in or on the vehicle in a manner specified by the regulator.

Penalty: 5 penalty units.

(3) If a type or design of sign, symbol, notice or label is approved under subsection (1) for a class of commercial passenger vehicles, a Part 3 permission holder must not permit another person to use a commercial passenger vehicle of that class to provide a commercial passenger vehicle service unless at the time they give their permission the sign, symbol, notice or label is displayed in or on the vehicle in a manner specified by the regulator.

Penalty: 5 penalty units.

(4) If a type or design of sign, symbol, notice or label is approved under subsection (1) for a commercial passenger vehicle, a driver of a commercial passenger vehicle must not use the vehicle to provide a commercial passenger vehicle service unless the sign, symbol, notice or label is displayed in or on the vehicle in a manner specified by the regulator.

Penalty: 5 penalty units.

(5) If a type or design of sign, symbol, notice or label is approved under subsection (1) for a class of commercial passenger vehicle, a driver of a commercial passenger vehicle of that class must not use the vehicle to provide a commercial passenger vehicle service unless the sign, symbol, notice or label is displayed in or on the vehicle in a manner specified by the regulator.

Penalty: 5 penalty units.

Part 7—Identity cards for authorised officers

29 Identity cards for authorised officers appointed by the regulator

For the purposes of section 126(2)(c)(ii) of the Act, a prescribed matter is the authorised officer's appointment number or badge number.

Part 8—Exemption—booking service providers

30 Exemption from requirement to be registered as a booking service provider

(1) For the purposes of section 53 of the Act, a person is exempt from the requirement to be registered under Part 4 of the Act to provide a booking service if the person—

(a) accepts bookings for commercial passenger vehicle services provided only by vehicles registered in that person's name under Part 3 of the Act; and

(b) has no more than 2 commercial passenger vehicles registered in that person's name under Part 3 of the Act.

Reg. 30(2) amended by S.R. No. 53/2019 reg. 3, revoked by S.R. No. 65/2020 reg. 3.

Pt 8A (Heading and reg. 30A) inserted by S.R. No. 146/2020 reg. 3.

Part 8A—Booking services

Reg. 30A substituted by S.R. No. 100/2023 reg. 6.

30A Meaning of *booking service*

For the purposes of section 7(5) of the Act, a person is a prescribed person if the person—

(a) provides a service on the internet, under an agreement with a registered booking service provider, that—

(i) uses information of the registered booking service provider in relation to commercial passenger vehicle services offered by that provider; and

(ii) allows a person to book a commercial passenger vehicle service offered by that provider; or

(b) as the driver of a commercial passenger vehicle, provides a commercial passenger vehicle service where the commercial passenger vehicle is—

(i) hired from a taxi zone within the meaning of rule 182(2) of the Road Safety Road Rules 2017[1]; or

(ii) hired from a taxi rank; or

(iii) hailed from the street or other place.

Note

Section 7(5) of the Act provides that a person prescribed for the purposes of that subsection is taken not to provide a booking service. See also the definition of unbooked commercial passenger vehicle service in section 3 of the Act and the definition of commercial passenger vehicle service in sections 3 and 4 of the Act.

Taxi zone is defined in rule 182(2) of the Road Safety Road Rules 2017 to be a length of a road to which a taxi zone sign applies.

Part 9—Records

31 Records to be kept by booking service providers

For the purposes of section 60(4) of the Act, the registration of a person as a booking service provider is subject to the condition that the booking service provider must keep a record of the information specified in Schedule 1 for the period specified under regulation 33(1) and in the manner specified under regulation 33(2).

Note

Section 64 of the Act makes it an offence for a booking service provider to fail to comply with any prescribed condition to which the booking service provider's registration is subject.

32 Records to be kept by providers of unbooked commercial passenger vehicle services

The provider of an unbooked commercial passenger vehicle service must keep a record of the information specified in Schedule 2 for the period specified under regulation 33(1) and in the manner specified under regulation 33(2).

Penalty: 10 penalty units.

33 Period for which and manner in which records are to be kept

(1) For the purposes of regulations 31 and 32, the specified period is—

(a) subject to paragraph (b), a period of 3 years commencing on the date the record was created; and

(b) in the case of a record of information specified in item 1 of Schedule 1 or Schedule 2, the period commencing on the date the record was created and ending on the later of—

(i) the date that is 3 years after the date the record was created; or

(ii) if the record is specified in a notice under regulation 34 or 35 before the end of the period specified in subparagraph (i), the date the regulator receives the requested record in accordance with the relevant notice.

(2) For the purposes of regulations 31 and 32, the specified manner is—

(a) a manner that enables the records to be read or reproduced in the English language; and

(b) any manner, form (including electronic) or format determined by the regulator (if any).

34 Submission of information—booking service provider

(1) The regulator, by written notice, may direct a registered booking service provider to give to the regulator a copy of some or all of the records that the booking service provider is required to keep under regulation 31.

(2) The notice must specify—

(a) the manner, form (which may be electronic) or format in which the records are to be given; and

(b) the period of time the records are to cover; and

(3) For the purposes of subregulation (2)(c), the time that is specified must be reasonable.

(4) A registered booking service provider must comply with a notice given to them under subsection (1).

Penalty: 20 penalty units.

35 Submission of information—provider of unbooked commercial passenger vehicle service

(1) The regulator, by written notice, may direct a provider of an unbooked commercial passenger vehicle service to give to the regulator a copy of some or all of the records that the provider is required to keep under regulation 32.

(2) The notice must specify—

(a) the manner, form (which may be electronic)or format in which the records are to be provided; and

(b) the period of time the records are to cover; and

(3) For the purposes of subregulation (2)(c), the time that is specified must be reasonable.

(4) A provider of an unbooked commercial passenger vehicle service must comply with a notice given to them under subsection (1).

Penalty: 20 penalty units.

36 Records to be kept of non-cash payment surcharges

(1) This regulation applies to a person who provides a relevant service that facilitates the processing of a non-cash payment transaction that is a payment of an amount that includes a non-cash payment surcharge (a relevant transaction).

(2) A person to whom this regulation applies must keep records sufficient to identify—

(a) in respect of each relevant transaction facilitated by the relevant service—

(i) the amount of the non-cash payment surcharge; and

(ii) the amount that would have been payable by the hirer in respect of the hiring to which the transaction relates if the hiring had been paid for in cash; and

(iii) the date on which the transaction was processed; and

(b) in respect of each day on which the relevant service facilitated the processing of a relevant transaction—

(i) the total amount of the non-cash payment surcharges that were added to the relevant transactions on that day; and

(ii) the total amount that would have been payable if the relevant transactions on that day were instead paid for in cash; and

(c) in respect of each non-cash payment processing device supplied by the person or used to process a relevant transaction—

(i) if the device is programmed to add a non-cash payment surcharge that is a fixed amount, the amount of that surcharge; and

(ii) if the device is programmed to add a non-cash payment surcharge that is not a fixed amount, the basis on which the amount of the surcharge is determined; and

(iii) any day on which the programming of the device is set or changed—

(A) to make the device add a non‑cash payment surcharge; or

(B) to change the amount the device adds as a non-cash payment surcharge; and

(iv) each commercial passenger vehicle in relation to which the device is used; and

(v) the periods during which the device is used in relation to each commercial passenger vehicle; and

(vi) if the device is supplied by the person—

(A) each person to whom the device is supplied; and

(B) the period during which the device is supplied to that person.

(3) A person to whom this regulation applies must keep the records required under subregulation (2) for a period of at least 3 years after the last entries in the records are made.

Penalty: 10 penalty units.

(4) In this regulation—

relevant service means a non-cash payment processing service within the meaning of section 3(1) of the Act.

Note

The Electronic Transactions (Victoria) Act 2000 provides that a requirement to keep written records is taken to have been met if the person records information in electronic form.

Schedule 1—Information to be kept by booking service providers

Regulation 31

Booked commercial passenger vehicle services

1 The following information in respect of each commercial passenger vehicle service for which the booking service provider provides booking services if the booking results in a journey—

(a) the date and time the hirer requested the commercial passenger vehicle service for;

(b) the driver accreditation number of the driver of the commercial passenger vehicle;

(d) the date and time the journey for which the booking was made commenced;

(e) the address or GPS coordinate at which the journey for which the booking was made commenced;

(f) the date and time the journey for which the booking was made ended;

(g) the address or GPS coordinate at which the journey for which the booking was made ended;

(h) the full amount charged for the journey;

(i) whether or not the fare for the journey was paid for in whole or in part under a subsidy scheme administered by the regulator in respect of which the driver of the commercial passenger vehicle or the booking service provider processed that payment;

(j) whether or not the hiring was provided using a wheelchair accessible commercial passenger vehicle.

Complaints

2 The following information in respect of each relevant complaint made to the booking service provider—

(a) the date the complaint was received;

(b) the nature of the complaint;

(c) the capacity in which the complainant made the complaint (for example, as a customer, driver or member of the public);

(d) the name and the address or other contact details of the complainant;

(e) all actions taken by or on behalf of the booking service provider in response to the complaint;

(f) the date and time that the actions referred to in paragraph (e) were taken;

(g) the outcome of the complaint.

Schedule 2—Information to be kept by providers of unbooked commercial passenger vehicle services

Regulation 32

Unbooked commercial passenger vehicle services

The following information in respect of each unbooked commercial passenger vehicle service—

(a) the driver accreditation number of the driver providing the service;

(b) the registration number of the commercial passenger vehicle;

(d) the address or GPS coordinate at which the journey for which the hiring was made commenced;

(e) the date and time the journey for which the hiring was made ended;

(f) the address or GPS coordinate at which the journey for which the hiring was made ended;

(g) the full amount charged for the journey resulting from a hiring;

(h) whether or not the fare for the journey was paid for in whole or in part under a subsidy scheme administered by the regulator in respect of which the driver of the commercial passenger vehicle processed that payment;

(i) whether or not the hiring was provided using a wheelchair accessible commercial passenger vehicle.

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Endnotes

1 General information

See www.legislation.vic.gov.au for Victorian Bills, Acts and current Versions of legislation and up-to-date legislative information.

The Commercial Passenger Vehicle Industry Regulations 2018, S.R. No. 84/2018 were made on 26 June 2018 by the Governor in Council under section 289 of the Commercial Passenger Vehicle Industry Act 2017, No. 35/2017 and come into operation as follows:

Regulations 1‒4, 9‒36 on 2 July 2018: regulation 3(1); regulation 8 on 1 September 2018: regulation 3(2); regulations 5‒7 on 1 March 2019: regulation 3(3).

INTERPRETATION OF LEGISLATION ACT 1984 (ILA)

Style changes

Section 54A of the ILA authorises the making of the style changes set out in Schedule 1 to that Act.

References to ILA s. 39B

Sidenotes which cite ILA s. 39B refer to section 39B of the ILA which provides that where an undivided regulation, rule or clause of a Schedule is amended by the insertion of one or more subregulations, subrules or subclauses the original regulation, rule or clause becomes subregulation, subrule or subclause (1) and is amended by the insertion of the expression "(1)" at the beginning of the original regulation, rule or clause.

Interpretation

As from 1 January 2001, amendments to section 36 of the ILA have the following effects:

• Headings

All headings included in a Statutory Rule which is made on or after
1 January 2001 form part of that Statutory Rule. Any heading inserted in a Statutory Rule which was made before 1 January 2001, by a Statutory Rule made on or after 1 January 2001, forms part of that Statutory Rule.
This includes headings to Parts, Divisions or Subdivisions in a Schedule; Orders; Parts into which an Order is divided; clauses; regulations; rules; items; tables; columns; examples; diagrams; notes or forms.
See section 36(1A)(2A)(2B).

• Examples, diagrams or notes

All examples, diagrams or notes included in a Statutory Rule which is made on or after 1 January 2001 form part of that Statutory Rule. Any examples, diagrams or notes inserted in a Statutory Rule which was made before 1 January 2001, by a Statutory Rule made on or after 1 January 2001, form part of that Statutory Rule. See section 36(3A).

• Punctuation

All punctuation included in a Statutory Rule which is made on or after
1 January 2001 forms part of that Statutory Rule. Any punctuation inserted in a Statutory Rule which was made before 1 January 2001, by a Statutory Rule made on or after 1 January 2001, forms part of that Statutory Rule.
See section 36(3B).

• Provision numbers

All provision numbers included in a Statutory Rule form part of that Statutory Rule, whether inserted in the Statutory Rule before, on or after
1 January 2001. Provision numbers include regulation numbers, rule numbers, subregulation numbers, subrule numbers, paragraphs and subparagraphs. See section 36(3C).

• Location of "legislative items"

A "legislative item" is a penalty, an example or a note. As from 13 October 2004, a legislative item relating to a provision of a Statutory Rule is taken to be at the foot of that provision even if it is preceded or followed by another legislative item that relates to that provision. For example, if a penalty at the foot of a provision is followed by a note, both of these legislative items will be regarded as being at the foot of that provision. See section 36B.

• Other material

Any explanatory memorandum, table of provisions, endnotes, index and other material printed after the Endnotes does not form part of a Statutory Rule. See section 36(3)(3D)(3E).

2 Table of Amendments

This publication incorporates amendments made to the Commercial Passenger Vehicle Industry Regulations 2018 by statutory rules, subordinate instruments and Acts.

–––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––

Commercial Passenger Vehicle Industry Miscellaneous Amendment Regulations 2019, S.R. No. 53/2019

Date of Making:	25.6.19
Date of Commencement:	25.6.19

Commercial Passenger Vehicle Industry Amendment Regulations 2019, S.R. No. 166/2019

Date of Making:	23.12.19
Date of Commencement:	1.1.20: reg. 3

Commercial Passenger Vehicle Industry Amendment Regulations 2020, S.R. No. 65/2020

Date of Making:	30.6.20
Date of Commencement:	30.6.20

Commercial Passenger Vehicle Industry Further Amendment Regulations 2020, S.R. No. 122/2020

Date of Making:	10.11.20
Date of Commencement:	Reg. 4 on 18.11.20: reg. 3(1)

Commercial Passenger Vehicle Industry Miscellaneous Amendment Regulations 2020, S.R. No. 146/2020

Date of Making:	22.12.20
Date of Commencement:	22.12.20

Commercial Passenger Vehicle Industry and Commercial Passenger Vehicle Industry (Infringements) Amendment Regulations 2022, S.R. No. 66/2022

Date of Making:	9.8.22
Date of Commencement:	Reg. 3(1) on 9.8.22

Commercial Passenger Vehicle Industry and Commercial Passenger Vehicle Industry (Infringements) Amendment Regulations 2023, S.R. No. 100/2023

Date of Making:	19.9.23
Date of Commencement:	Regs 4–6 on 28.9.23: reg. 3

Commercial Passenger Vehicle Industry and Commercial Passenger Vehicle Industry (Infringements) Amendment Regulations 2025, S.R. No. 154/2025

Date of Making:	23.12.25
Date of Commencement:	Regs 4, 5 on 1.1.26: reg. 3

–––––––––––––––––––––––––––––––––––––––––––––––––––––––––––––

3 Explanatory details

Reg. 30A(b)(i): S.R. No. 41/2017 as amended by S.R. Nos 6/2018, 87/2018, 88/2018, 96/2019, 121/2019, 153/2019, 121/2020, 35/2021, 111/2021, 135/2021, 30/2022, 38/2022, 7/2023 and 22/2023.

——

Penalty Units

These Regulations provide for penalties by reference to penalty units within the meaning of section 110 of the Sentencing Act 1991. The amount of the penalty is to be calculated, in accordance with section 7 of the Monetary Units Act 2004, by multiplying the number of penalty units applicable by the value of a penalty unit.

The value of a penalty unit for the financial year commencing 1 July 2025 is $203.51. The amount of the calculated penalty may be rounded to the nearest dollar.

The value of a penalty unit for future financial years is to be fixed by the Treasurer under section 5 of the Monetary Units Act 2004. The value of a penalty unit for a financial year must be published in the Government Gazette and a Victorian newspaper before 1 June in the preceding financial year.

1 Commercial Passenger Vehicle Industry Regulations 2018

Version No. 011

Commercial Passenger Vehicle Industry Regulations 2018

S.R. No. 84/2018

Version incorporating amendments as at
1 January 2026

TABLE OF PROVISIONS

Regulation Page

Part 1—Preliminary 1

1 Objectives 1

2 Authorising provision 1

3 Commencement 2

4 Definitions 2

Part 2—Safety 5

Division 1—Discharge of safety duties 5

5 Requirement for registered booking service provider to establish and maintain a register of safety risks 5

6 Review and revision of register of safety risks 5

Division 2—Notifiable incidents 6

7 Notifiable incidents to be reported to the regulator 6

Part 3—Identification of commercial passenger vehicles and drivers 8

Division 1—Identification of commercial passenger vehicles 8

8 Indication that commercial passenger vehicle is being used to provide commercial passenger vehicle service 8

9 Commercial passenger vehicle with taxi livery must comply with specified requirements when used to provide unbooked commercial passenger vehicle services 9

Division 2—Driver identification 12

10 Accredited driver must ensure identification is clearly visible at all times 12

Part 4—Specifications for commercial passenger vehicles 14

11 Commercial passenger vehicle specifications 14

12 Specifications—unbooked commercial passenger vehicle services 15

13 Specifications—wheelchair accessible commercial passenger vehicles 16

14 Specifications—applicable unbooked service 16

Part 5—Consumer protections 19

Division 1—Fares and charges 19

15 Definition 19

16 Fare information to be provided by booking service provider 19

17 Unbooked commercial passenger vehicle services—fare information to be displayed 20

18 Fare calculation devices⎯unbooked commercial passenger vehicle services 21

19 Operation of fare calculation devices⎯unbooked commercial passenger vehicle services 22

20 Examination and testing of fare calculation devices 23

21 Provision of fare estimate or fixed fare 24

The Regulations build around several core concepts and definitional distinctions which determine obligations and compliance scope.

Booked v unbooked commercial passenger vehicle services. The instrument repeatedly distinguishes services arranged via a registered booking service provider from unbooked services (see reg 30A and the Notes to regs 19 and 21). Many duties, equipment requirements and record obligations differ depending on whether the service was booked (Schedule 1) or unbooked (Schedule 2, regs 12, 17-19, 32).
Booking service provider and prescribed person. The Regulations impose registration‑condition obligations on booking service providers (reg 31, reg 23), and define a person who is taken not to provide a booking service (reg 30A). Regulation 30 provides a narrow exemption from registration where a person accepts bookings only for vehicles registered in their name and has no more than two such vehicles (reg 30(1)).
Specifications determination and regulator discretion. The regulator may make and publish specifications for fare devices, wheelchair accessibility and security cameras (reg 11(1)-(4)). Specifications may differ across time, place or circumstance (reg 11(2)), and the regulator can exempt vehicles from specifications if inappropriate given the vehicle’s nature or construction (reg 11(5)). Specifications take effect on publication in the Government Gazette (reg 11(3)-(4)).
Fare calculation device. Defined broadly (reg 4), includes taximeters, tablets, smartphones. For unbooked services, fare calculation devices must be installed, meet required standards (reg 12), and be functioning and operational during service (regs 18-19). The regulator may require testing (reg 20). Required standards include legibility and accurate recording/display of fares and charges (reg 18(4)).
Security cameras. For an “applicable unbooked service” (term has Act meaning; see reg 14), regulations require an approved type/class of security camera installed and operating to specifications (reg 14(1)-(3)). Reg 9’s definition of “compliant” for taxi‑livery vehicles that provide unbooked services also makes camera installation mandatory where the journey begins within the Melbourne Metropolitan Zone or Urban and Large Regional Zone (reg 9(4)(b)).
Safety risk register and incident reporting. Registered booking service providers must establish and annually review a register of safety risks associated with services provided by associated drivers, containing identification of the risk, mitigation actions and who is responsible (regs 5-6). Prescribed notifiable incidents (death/serious injury or police/health professional attendance) must be notified to the regulator in writing within 10 business days in a regulator‑approved form (reg 7).
Records and retention. Booking service providers and unbooked providers must keep specified records for the periods and in the manners set out in regs 31-33 and Schedules 1-2. Records must generally be retained for at least three years (reg 33). The regulator may require copies of records to be provided by notice (regs 34-35). Non‑cash payment surcharge processors have separate detailed record obligations (reg 36).
Consumer protections and complaint handling. Booking service providers must supply fare information on request (reg 16), display fare information on unbooked vehicles (reg 17), provide fare estimates or fixed fares on request (reg 21), and implement a complaints handling system as a condition of registration (reg 23). Providers of unbooked services must investigate complaints (reg 24).

These concepts create an operational framework that allocates duties (to Part 3 permission holders, drivers, booking service providers and payment processors), sets technical standards through a regulator’s specifications determinations, and attaches enforcement mechanisms including fines, testing powers and record‑submission powers.

The Regulations allocate duties across a defined set of actors in the commercial passenger vehicle industry. Parties directly or indirectly affected, and the primary obligations that attach to them, are:

Registered booking service providers. Subject to registration conditions in the Act enforced by these Regulations: must establish and maintain a safety risk register (reg 5), review it annually (reg 6), provide fare information on request (reg 16), implement and maintain a complaints handling system and investigate complaints (reg 23), keep records specified in Schedule 1 for the periods and manner in reg 33 (reg 31), and comply with notices to submit records to the regulator (reg 34). Failure to comply with prescribed registration conditions may be an offence under section 64 of the Act (noted at reg 23).
Part 3 permission holders. The person in whose name the vehicle is registered under Part 3 of the Act must ensure vehicles used to provide services comply with identification, equipment and specifications obligations. Duties include ensuring signs/labels indicating the vehicle is a commercial passenger vehicle are displayed and non‑removable by the driver (reg 8(1)-(4)), ensuring fare calculation devices and fare notices are installed for unbooked services (regs 12, 17, 18), meeting wheelchair‑accessible vehicle specifications where services are provided to wheelchair users (reg 13), and installing approved security cameras for applicable unbooked services (reg 14). Many of these obligations carry penalties and operate against both the permission holder and drivers in certain circumstances (see regs 9, 12-14).
Drivers and accredited drivers. Drivers must keep identification material visible to passengers (reg 10), operate fare calculation devices during unbooked services and stop the device at termination (regs 19(1A), 19(3)), provide fare estimates when requested for unbooked services if not arranged via a booking service (reg 21(2)), offer reasonable assistance to passengers boarding and alighting (reg 27), accept assistance animals (reg 26), comply with passenger route obligations (reg 28), and observe smoking prohibitions (reg 25). Penalties are assigned to drivers where specified (eg reg 10(1), reg 19).
Providers of unbooked commercial passenger vehicle services (including drivers in street‑hailing, taxi ranks or hired from taxi zones). Must maintain records in Schedule 2 and retain them for the specified period (reg 32, reg 33), investigate complaints (reg 24), ensure fare information and fare calculation devices are present and functioning for unbooked services (regs 17-19), and for applicable unbooked services ensure fitted security cameras conform to specifications (reg 14).
Non‑cash payment processors and suppliers of payment devices. Subject to record‑keeping rules for non‑cash payment surcharges (reg 36), including daily totals of surcharge amounts, programming changes to devices, association of devices with vehicles and which persons devices are supplied to, and retention of those records for at least three years (reg 36(3)).
The regulator. The Regulations endow the regulator with decision and enforcement functions: making and publishing specifications determinations (reg 11), approving signs, symbols and security cameras (regs 8(1)(c), 14(1)(b), 28A), exempting vehicles from specifications (reg 11(5)), requiring testing of fare devices (reg 20), issuing notices to produce records (regs 34-35), and receiving written notifications of prescribed incidents (reg 7).
Ancillary parties. Entities that supply fare calculation devices, security cameras or non‑cash payment devices are indirectly affected by the regulator’s specifications and the record obligations placed on persons who use or supply such devices (regs 11, 20, 36).

Who pays and who decides: the Regulations place most compliance costs on booking service providers, Part 3 permission holders, drivers and payment processors. The regulator decides specifications, approvals and exemptions, and may require testing and records; those decisions determine equipment standards and information flows.

This section summarises principal duties and the corresponding rights or procedural elements created by the Regulations, with statutory pointers to where those duties are imposed.

Safety and incident duties

Registered booking service providers must establish and maintain a register of safety risks for services by associated drivers, containing identification of risks, mitigation actions and responsible persons or classes (reg 5(1)-(2)). They must review and, if necessary, revise the register annually (reg 6). These are express duties; failure carries a penalty (reg 5(1) penalty: 20 penalty units).
Certain incidents are prescribed as notifiable under section 272 of the Act: incidents resulting in death or serious injury, or requiring attendance by a police officer or health professional (reg 7(1)). A person to whom section 272 applies must notify the regulator in writing, on a form approved by the regulator, within 10 business days of becoming aware (reg 7(2)).

Identification, signage and display duties

Part 3 permission holders and drivers must ensure at least one of the display options is present when a vehicle is used to provide a service (signage, booking provider branding, regulator‑approved signage, or special number plates) (reg 8(1)). The sign or label must be incapable of removal by a person seated in the driver’s seat at the time of use (regs 8(2)-(4)); penalties apply.
The regulator may approve types or designs of signs and specify how they are displayed; when such approval exists a permission holder or driver must ensure the specification is complied with (reg 28A).

Equipment and technical duties

Fare calculation devices are compulsory for unbooked commercial passenger vehicle services unless an exemption applies: devices must be installed and comply with the regulator’s specifications (reg 12(1)-(2)). A device that meets “required standards” must be functioning in the vehicle (reg 18(1)-(3)); required standards include legibility from forward‑facing seating positions and accurate recording and display of fares and charges (reg 18(4)). The regulator may require devices to be examined and tested (reg 20).
For applicable unbooked services Part 3 permission holders and drivers must ensure an approved type/class of security camera is installed and operating to specifications (reg 14(1)-(3)). Regulation 9(4)(b) further requires cameras in taxi‑livery vehicles used for unbooked services that begin in specified zones.

Consumer protection duties

Booking service providers must provide fare information on request or advise where it can be obtained if published (reg 16). Fare information is defined to include the fare schedule inclusive of GST, booking fees and additional charges such as tolls (reg 15).
A booking service provider must provide an estimate or fixed fare when requested at booking (reg 21(1)); drivers of unbooked services must provide an estimate if requested (reg 21(2)). Drivers must tell passengers if the rate used for calculating the fare changes during an unbooked service (reg 19(2)). Drivers must stop the fare device immediately at termination (reg 19(3)).
Receipts must contain specified information if requested and payment is made to the driver or booking service provider (reg 22(1)-(3)).

Records and complaints

Booking service providers’ registration is subject to a condition to keep the information specified in Schedule 1 for the period and in the manner set by reg 33 (reg 31). Providers of unbooked services must keep Schedule 2 information for the period and manner in reg 33 (reg 32). Record retention is generally three years (reg 33(1)).
Booking service providers must maintain a complaints handling system, investigate relevant complaints promptly and publicly disclose how to complain and response times (reg 23). Providers of unbooked services must investigate complaints and take required action promptly (reg 24).

Enforcement and procedural rights

The regulator may exempt vehicles from specifications (reg 11(5)) and persons from requirements under the regs via section 283 of the Act (note under reg 11).
The regulator can require testing of fare devices (reg 20) and issue written notices to booking service providers or unbooked providers to produce records (regs 34-35), specifying form, period covered and reasonable timeframes. Failure to comply carries specified penalty units (reg 34(4), reg 35(4)).

Rights not expressly created

The Regulations do not create private contractual rights or compensation mechanisms for affected parties where the regulator exercises discretion, nor do they give an express right of review within the Regulations; procedural rights will arise through the Act and general administrative law (the Regulations reference regulator approvals and exemptions but do not specify internal review mechanisms).

Penalties

The Regulations specify multiple criminal or regulatory penalties expressed in penalty units against named actors for contraventions of particular regulations. Examples include:
- Safety register non‑compliance: 20 penalty units (reg 5(1)).
- Failure to maintain fare calculation devices or have devices installed for unbooked services: typically 10 penalty units (regs 12, 18).
- Failure to display required signage or fare notices: 5-10 penalty units depending on actor and provision (regs 8(2)-(4), 17).
- Failure to keep records for unbooked providers or to produce records under notice: up to 20 penalty units for failure to comply with a records submission notice (regs 32, 35).
- Failure to investigate complaints by unbooked providers: 20 penalty units (reg 24).
- Drivers required to ensure fare devices are operational and to stop devices at termination: 20 penalty units for operational duty and stopping device (reg 19(1A), (3)).
The Endnotes state the penalty unit value for the financial year commencing 1 July 2025 is $203.51 and explain how to calculate monetary amounts (Endnotes, Penalty Units). Therefore fines translate into monetary amounts by multiplying penalty units by the then‑current value.

Regulator enforcement powers and mechanisms

Examination and testing of fare calculation devices: the regulator may, by written notice, require a relevant person (permission holder or driver) to take a fare calculation device to a person authorised by the regulator for examination and testing, specifying the authorised person, time and place (reg 20(1)-(2)). Non‑compliance with the notice is an offence (reg 20(3)).
Records production: the regulator may direct a registered booking service provider or provider of unbooked services by written notice to give copies of some or all required records (regs 34-35). Notices must specify manner/form/format, period covered, and a reasonable time to comply (regs 34(2), 35(2)-(3)). Non‑compliance is a prescribed offence with penalties (regs 34(4), 35(4)).
Publication and specification powers: specifications determinations for devices and vehicles must be published in the Government Gazette and take effect on publication (reg 11(3)-(4)). The regulator can approve sign designs and security camera types and specify display manner (regs 8(1)(c), 28A).
Exemptions: the regulator may exempt vehicles from specifications judgements under reg 11(5) if a specification is inappropriate to the vehicle’s nature or construction; the note indicates the regulator may also exempt a person under section 283 of the Act.

Interaction with the Act and other statutory mechanisms

Several enforcement references incorporate the Act: incident reporting is for the purposes of s 272 of the Act (reg 7(1)), registration conditions refer back to s 60(4) of the Act (regs 31, 23 notes), and exemptions are possible under section 283 of the Act (reg 11(5) and notes). The Regulations themselves do not set out enforcement processes such as administrative reviews; enforcement by fines and notices is the primary mechanism visible here, with the Act providing broader powers.

Procedural elements that affect enforcement risk and compliance

Notices to produce records must specify a reasonable time (regs 34(3), 35(3)), which imposes an implicit procedural safeguard on the regulator’s use of powers. Specifications determinations must be published in the Government Gazette (reg 11(3)), providing public notice of technical standards. The regulator’s discretion to approve types or designs in writing (eg reg 8(1)(c), reg 14(1)(b)) centralises decision‑making in the regulator and creates potential variability in obligations as specifications are updated (reg 11(2)).

The Regulations both cross‑reference and depend on other statutory instruments and legal frameworks. The instrument itself specifies several cross‑links which determine legal effect and compliance overlaps.

Primary Act interactions

The Regulations are made under section 289 of the Commercial Passenger Vehicle Industry Act 2017 (reg 2). Many duties derive from or implement the Act’s provisions: incident notifications are prescribed for the purposes of section 272 of the Act (reg 7(1)), registration conditions for booking service providers are set under section 60(4) of the Act (regs 31, 23), the concept of an “applicable unbooked service” and geographical zone definitions rely on section 110A of the Act (reg 4 definitions, reg 14(1)), and the regulator’s power to exempt is linked to section 283 of the Act (reg 11(5) note). These cross‑references mean that the Act’s definitions and enforcement framework will govern how the Regulations operate in practice.

Road Safety and vehicle registration laws

Several definitions and duties refer to the Road Safety Act 1986 and the Road Safety Road Rules 2017. For example, “registered operator” adopts the Road Safety Act definition (reg 4), registration numbers are those assigned by the Secretary under the Road Safety Act (reg 4), and reg 30A(b)(i) references “taxi zone” as defined in rule 182(2) of the Road Safety Road Rules 2017. This ties vehicle registration and road‑rule concepts into the commercial passenger vehicle regulatory overlay.

GST and other Commonwealth laws

Fare information must be inclusive of GST and the Regulations adopt the Commonwealth A New Tax System (Goods and Services Tax) Act 1999 definition of GST for that purpose (reg 4). Assistance animal definitions incorporate the Disability Discrimination Act 1992 (reg 26(2) definition). Health professional attendance for notifiable incidents uses the Health Practitioner Regulation National Law and Ambulance Services Act 1986 for the meaning of health professional in certain contexts (reg 4). This means compliance must consider Commonwealth definitions and obligations regarding discrimination and GST.

Tobacco and electronic transaction laws

The smoking prohibitions in reg 25 adopt definitions in the Tobacco Act 1987 for “e‑cigarette” and “tobacco product” (reg 25(2)). The Electronic Transactions (Victoria) Act 2000 is referenced in the note to reg 36: electronic records fulfil written record requirements, so the format of records can be electronic consistent with that Act.

Administrative law and penalties

The Endnotes explain penalty units reference the Sentencing Act 1991 and the Monetary Units Act 2004. Monetary conversion of penalty units is set by the Treasurer under monetary unit legislation and published in the Gazette (Endnotes). Administrative law rights (judicial review, merits review where available under the Act) are not set out in the Regulations, but the regulator’s approvals and exemptions will be susceptible to general administrative law principles.

Regulatory overlaps and implementation points

The regulator’s specification powers (reg 11) produce standards analogous to technical standards under other regimes (roadworthiness, disability access). The obligation to retain records and to provide them on notice (regs 34-35) potentially overlaps with obligations under other regulator regimes if the same entity is regulated by multiple agencies. The Regulations do not expressly coordinate with those other regulators; operators must map overlapping statutory duties.

This instrument includes multiple amendments recorded in the Table of Amendments and Endnotes. Key amendment events incorporated in this consolidated version (as at 1 January 2026) include:

S.R. No. 41/2017 and early amendments: reg 30A(b)(i) explanatory details note a history of multiple statutory rule amendments to reg 30A(b)(i), though the consolidated reg 30A shown was substituted later (see below).
Commercial Passenger Vehicle Industry Miscellaneous Amendment Regulations 2019, S.R. No. 53/2019 (made 25 June 2019; commenced 25 June 2019) , the table lists this instrument among earlier amendments.
Commercial Passenger Vehicle Industry Amendment Regulations 2019, S.R. No. 166/2019 (made 23 December 2019; commenced 1 January 2020): the statutory notes record that reg 8(1)(d) was amended by S.R. No. 166/2019 reg 5; the definition of registration number was amended by S.R. No. 166/2019 reg 4.
Commercial Passenger Vehicle Industry Amendment Regulations 2020, S.R. No. 65/2020 (made 30 June 2020; commenced 30 June 2020) , recorded in the table.
Commercial Passenger Vehicle Industry Further Amendment Regulations 2020, S.R. No. 122/2020 (made 10 November 2020; reg 4 commenced 18 November 2020): the Endnotes record that Pt 2A (regs 7A-7I) was inserted by SR 122/2020 reg 4 and later revoked by SR 66/2022 reg 3(1).
Commercial Passenger Vehicle Industry Miscellaneous Amendment Regulations 2020, S.R. No. 146/2020 (made 22 December 2020; commenced 22 December 2020) , recorded.
Commercial Passenger Vehicle Industry and Commercial Passenger Vehicle Industry (Infringements) Amendment Regulations 2022, S.R. No. 66/2022 (made 9 August 2022; reg 3(1) commenced 9 August 2022) , noted for revocation of the Pt 2A insertion.
Commercial Passenger Vehicle Industry and Commercial Passenger Vehicle Industry (Infringements) Amendment Regulations 2023, S.R. No. 100/2023 (made 19 September 2023; regs 4-6 commenced 28 September 2023): this instrument made several changes, including substitution of reg 30A (reg 6), and amendments to regs 19 and 21(2) (reg 4-5) as reflected in the consolidated text (see marginal notes).
Commercial Passenger Vehicle Industry and Commercial Passenger Vehicle Industry (Infringements) Amendment Regulations 2025, S.R. No. 154/2025 (made 23 December 2025; regs 4, 5 commenced 1 January 2026): these amendments affected regs 19 and 21(2) (see marginal notes).

Specific textual amendment examples within the consolidated text:

Reg 8(1)(d) was amended by S.R. No. 166/2019 reg 5 (note after reg 8).
Reg 4 definition of registration number was amended by S.R. No. 166/2019 reg 4 (reg 4 notes).
Pt 2A (regs 7A-7I) inserted by S.R. No. 122/2020 reg 4 was later revoked by S.R. No. 66/2022 reg 3(1) (reg 7 note).
Reg 19(1) and (1A) were amended and (1A) inserted by S.R. No. 100/2023 reg 4 and later amended by S.R. No. 154/2025 reg 4(1) (marginal notes).
Reg 21(2) was amended by S.R. No. 100/2023 reg 5(1), and the associated note inserted by S.R. No. 100/2023 reg 5(2) (marginal notes).
Reg 30A was substituted by S.R. No. 100/2023 reg 6 (reg 30A heading).

Commencement sequencing:

The Endnotes set out commencement dates: regs 1-4, 9-36 on 2 July 2018; reg 8 on 1 September 2018; regs 5-7 on 1 March 2019 (Endnotes, General information). Later amendment instruments specify their own commencement dates as listed in the Table of Amendments.

Practical import of amendments:

Several amendments effected clarifications in device operation and evidence obligations (eg reg 19 device operation duties and driver obligations), refined who is taken not to provide a booking service (reg 30A), and adjusted the regulator’s powers and record‑keeping duties. The consolidated text includes marginal notes to indicate where later SRs amended particular subregulations.

Users should consult the Table of Amendments and the Government Gazette entries accompanying each S.R. to identify precise amendment wording and commencement sequencing, because the regulator’s specifications determinations (reg 11) and approval notices (regs 8, 14, 28A) will themselves change operational obligations.

The Regulations’ consolidated text and Endnotes do not record any judicial or tribunal decisions interpreting or applying these Regulations. The instrument’s Endnotes and Table of Amendments list the statutory rules that amended the Regulations but do not reference litigation. Therefore, within this source there is no case law, administrative tribunal decision, or enforcement litigation recorded or cited.

Practitioners should note that absence of litigation in the instrument does not mean absence of judicial or administrative determination in other public sources. The Act and Regulations create multiple discretions for the regulator (specifications, approvals, exemptions, notices to produce records), and such discretionary decisions are potentially amenable to administrative challenge in the courts or tribunals under general administrative law principles and any statutory review mechanisms in the Act. Where a client requires precedent or dispute‑history, independent searches of Victorian court and VCAT databases, regulator enforcement notices, and media reporting will be necessary because the Regulations’ text itself does not supply a litigation history.

Practical traps and frequently overlooked operational points arising directly from the Regulations:

Non‑removable signage requirement. Regulation 8 requires any signage displayed under reg 8(1) to be “incapable of being removed by a person seated in the driver’s seat” at the time the vehicle is used to provide a service (regs 8(2)-(4)). This is drafted as an absolute equipment/fitment requirement, and contraventions attract penalties. Operators who use magnetic signs, easily removable badges or temporary interior signage risk offence exposure when a passenger or driver could remove signage from the driver’s seat.
Distinction between booked and unbooked services. Many duties hinge on whether the service was arranged through a registered booking service provider (eg fare calculation device obligations, fare information display, record‑keeping in Schedule 1 v Schedule 2). Misclassifying services will produce non‑compliance risks: a driver who treats a journey as booked when it is not, or vice versa, may fail to have required devices or records in place (regs 12, 17, 31, 32).
Scope of “applicable unbooked service” and geographic triggers. Security camera requirements for applicable unbooked services (reg 14) and the definition of “compliant” taxi‑livery vehicles that begin journeys in the Melbourne Metropolitan Zone or Urban and Large Regional Zone (reg 9(4)(b)) create geographic triggers. Operators must understand the Act’s definitions (section 110A) to know when camera installation is mandatory; absence of this knowledge could lead to breaching reg 14 or reg 9.
Operational timing obligations for fare devices. Reg 19 requires drivers to ensure fare calculation devices are operational during the unbooked service (reg 19(1A)) and that the device is stopped immediately at termination (reg 19(3)). These duties carry penalties up to 20 penalty units and are operationally exacting - devices that fail during a journey or continue recording after termination may create offences.
Auditability and records retention. Booking service providers must keep Schedule 1 information for each booking that results in a journey and retain records for three years, with special provision where a regulator notice requests records before the three years elapses (reg 33(1)(b)). Similarly, reg 36 imposes detailed transactional records for non‑cash payment surcharge processors. Third‑party payment processors who supply devices or software must ensure their systems capture and store the level of detail specified, as failure to provide records on regulator notice is penalised (regs 34-35).
Exemptions are discretionary and in writing. The regulator can exempt under reg 11(5), but exemptions are written and fact‑specific. Relying on an assumed industry‑wide absence of a specification or unspecified tolerance is risky; an operator must obtain a written exemption, or be covered by an exemption under section 283 of the Act (note to reg 11).
Complaints handling as a registration condition. For booking service providers, a complaints handling system is a prescribed condition of registration (reg 23). Section 64 of the Act makes failure to comply with prescribed conditions an offence; the Regulations require public disclosure of complaint mechanisms and response times. Small providers or digital intermediaries cannot assume informal processes will suffice.
Payment surcharge record complexity. Reg 36 imposes granular record fields for each relevant transaction and each device, including programming change dates and daily aggregated totals of surcharge amounts. Suppliers and operators must be able to generate these reports and maintain them for at least three years. Failure to align device programming logs and accounting records with reg 36 will leave gaps.
Interplay with Commonwealth disability law. The duty to accept assistance animals (reg 26) uses the Commonwealth Disability Discrimination Act definition. Non‑compliance carries a penalty under the Regulations and may also raise obligations under Commonwealth anti‑discrimination law; operators should not treat the Regulation as the only legal exposure.
Monetary exposure changes over time. All penalties are expressed in penalty units (various regs). The Endnotes identify the penalty unit value for the 2025-26 financial year as $203.51. Operators must calculate monetary exposure using the then‑current penalty unit value (Endnotes).

Below is a practical compliance checklist, mapped to the Regulations. The checklist is structured by actor and action, with the statutory reference indicated. It is not exhaustive legal advice but a compliance blueprint drawn from the Regulations’ text.

For booking service providers

Registration conditions and records
- Ensure the registration record obligations in Schedule 1 are captured for every booking that results in a journey (reg 31; Schedule 1 items 1(a)-(j)). Retain records for three years from creation, or longer if a regulator notice requires earlier production (reg 33(1)).
- Keep records of complaints in the form and fields at Schedule 1 item 2 and integrate into the complaints‑handling system (reg 23; Schedule 1).
Safety and incidents
- Establish and maintain a register of safety risks associated with associated drivers, containing identification, mitigation steps and responsible persons (reg 5(1)-(2)). Schedule an annual review and revision (reg 6).
- Implement internal procedures to identify and report notifiable incidents to the regulator in the regulator’s approved written form within 10 business days (reg 7).
Fare information and estimates
- Make fare information (as defined in reg 15) available on request or publish it and maintain an up‑to‑date public link (reg 16).
- When providing bookings, provide the hirer with either a fare estimate or a fixed fare on request (reg 21(1)).
Complaints handling
- Establish, implement and maintain a complaints handling system; investigate every relevant complaint promptly, take required action promptly, and publicly disclose complaint mechanisms and response times (reg 23).
Records production and regulator notices
- Be prepared to respond to a written notice under reg 34 specifying records, manner, time covered and reasonable compliance time; build systems to export requested records in electronic form if required (reg 34(1)-(3)).

For Part 3 permission holders (vehicle owners)

Identification and signage
- Ensure vehicles display at least one of the items in reg 8(1) (signs, booking service branding, regulator‑approved signs or special number plates) and that displayed signage cannot be removed by someone seated in the driver’s seat when the vehicle is used for services (regs 8(1)-(4)).
- If a regulator has approved a particular sign design or specified its display, comply with reg 28A’s manner requirements (reg 28A(1)-(5)).
Fare devices and cameras for unbooked services
- For unbooked services, ensure a fare calculation device is installed and complies with the specifications determination (reg 12(1)-(2)) and that the vehicle displays fare information as required (reg 17).
- Where providing applicable unbooked services, ensure installation and operation of regulator‑approved security cameras to the specifications determination (reg 14).
- Record and maintain proof of device compliance (eg calibration certificates, specifications conformance, installation dates) to produce under reg 20, 34 or 35 notices.
Wheelchair access
- If offering services to wheelchair users, make sure vehicle meets specifications determination for wheelchair accessible commercial passenger vehicles or obtain regulator exemption under reg 11(5) (reg 13).
Exemptions
- Where a specification is inappropriate due to the vehicle’s nature or construction, apply in writing to the regulator under reg 11(5) for an exemption and retain the written decision.

For drivers and providers of unbooked services

Identification
- Keep accreditation identification material visible to passengers at all times during the provision of a service, unless a booking service provider supplies a photograph and accreditation number to the hirer prior to service (reg 10).
Fare devices and operational duties
- Ensure fare calculation devices are operational and used during unbooked services (reg 19(1A)), inform passengers if the rate changes during the journey (reg 19(2)), and stop the device immediately at termination (reg 19(3)).
- If a hirer requests an estimate for an unbooked service, provide one (reg 21(2)).
Receipts and fare transparency
- Provide a receipt on request containing the elements in reg 22(3) when the hirer pays the driver directly; booking service providers must provide receipts with their name if they receive payment (reg 22).
- Ensure fare notices are fixed to the outside (visible from left side) and inside so they are readable from each seating position (reg 17).
Passenger assistance, animals and routes
- Accept assistance animals accompanying a passenger (reg 26) and give reasonable help getting into and out of the vehicle (reg 27).
- When a hirer nominates a route, follow it unless there is a reasonable excuse; otherwise take the most direct practicable route (reg 28).

For non‑cash payment processors and device suppliers

Surcharge record keeping
- If facilitating transactions that include a non‑cash payment surcharge, keep records to identify each surcharge amount, the cash equivalent fare, transaction date, daily aggregates and programming changes for each device, and the association of devices to vehicles and persons to whom devices are supplied. Retain these records for at least three years (reg 36(2)-(3)).
Device programming controls
- Ensure device programming change logs are timestamped and retained, as reg 36 requires recording any day the programming is set or changed to add or change surcharges.

Systems and operational controls (cross‑actor)

Records systems and retention
- Implement record retention policies to keep required fields in Schedules 1 and 2 for three years in a format readable in English and available in any manner specified by the regulator (reg 33(2)). Prepare export tools for regulator notices (regs 34-35).
Compliance and audit trail
- Maintain certificates, test reports and calibration records for fare devices and security cameras to comply with testing notices (reg 20) and to demonstrate conformity with published specifications (reg 11).
Policies and training
- Create and document internal policies to cover safety risk register maintenance (reg 5), incident reporting, fare estimation and disclosure obligations (regs 16, 21), complaints handling (reg 23), and driver duties (regs 10, 19, 27, 28).
Liaison with regulator
- Monitor publications in the Government Gazette for specifications determinations (reg 11(3)), and request written exemptions under reg 11(5) if a specification is inappropriate. Ensure all approvals and exemptions are kept in writing.

Record of monetary exposure

Calculate fines in monetary terms using the current penalty unit value as published under the Monetary Units Act 2004 and the Endnotes guidance; for 2025-26, one penalty unit = $203.51 (Endnotes).

This compliance blueprint maps statutory obligations to tangible operational steps. Operators should build checklists into vehicle on‑boarding, device procurement, booking workflows and driver training, and maintain an audit trail for regulator‑facing notices, specifications and exemptions.

Commercial Passenger Vehicle Industry Regulations 2018

Plain English Summary

Deep Dive

What it does

Current sections

Commercial Passenger Vehicle Industry Regulations 2018

Source text: opening excerpt

1 Commercial Passenger Vehicle Industry Regulations 2018

Main concepts

Who it affects

Key duties and rights

Penalties and enforcement

How it interacts with other laws

Amendment history

Litigation history

Gotchas

How to comply