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An on-demand service must be operated safely with an appropriate and effective Safety Management System which meets the Safety Standards to ensure hazards are clearly identified and actioned.  The Safety Management System intends to make on-demand travel safer by:

  • ensuring on-demand vehicles are roadworthy and safe, and
  • ensuring on-demand drivers, other road users and passengers will have a safe journey.

Why is a Safety Management System important?

It is the law that a Booking Service Provider (BSP) has a Safety Management System which meets the Safety Standards for their on-demand service.

The law exists to make on-demand travel safer by preventing an incident from occurring

A BSP with an appropriate and effective Safety Management System is more likely to have an on-demand service which:

  • meet its obligations to provide the safest possible on-demand service
  • ensure vehicles, drivers and the service is safe
  • fixes any deficiency to and improves the Safety Management System
  • creates awareness through training and documenting instructions so staff know their responsibilities and what to do
  • shows how the on-demand service is meeting its regulatory duty obligations under the chain of responsibility.

What is a Safety Management System?

A Safety Management System is used by a BSP or its Responsible Person.

A Safety Management System describes the procedures for how a BSP identifies, records and manages potential hazards. The procedures need to meet the Safety Standards to:

  • prevent vehicles or drivers being used when they are unsafe, and
  • identify and eliminate hazards to prevent incidents.

The complexity of the Safety Management System will depend on the on-demand service such as size, the type of hazards and where it operates.

Who does it apply to?

The BSP and/or the responsible person must develop and maintain the Safety Management Plan.

What are the components of the Safety Management System?

The Safety Management System requires:

  • operators and staff who are aware of and understand their role and responsibilities when undertaking the procedures
  • an approach to create awareness and train staff about the procedures and changes to the procedures
  • an approach to keep and maintain the procedures and records relating to the use of the procedures and to keep a vehicle and driver registers and,
  • an approach to review, update and improve the Safety Management System.

How to put together a Safety Management System?

There are different ways to develop a Safety Management System. The Safety Management System can be simple and/or tailored for the BSP’s needs. The Safety Management System will need to meet the Safety Standards.

Some examples of procedures are:

For the BSP:

For the on-demand vehicle:

For the on-demand driver:

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