Standard two: Safety promotion and performance

To meet this standard, the Safety Management System must have at least:

• A procedure that sets out the responsibilities of the responsible person and drivers and affiliated operators (taxis only) for promoting safety  and to undergo safety awareness, education or training:
  • when they begin with the service
  • at targeted or scheduled intervals to provide refresher safety training about, or changes to, the Safety Management System, and
  • when there is a change to a procedure in the Safety Management Systems.
• A procedure that sets out when the safety procedures are to be reviewed so they continue to meet the Safety Standards:
  • at targeted or scheduled intervals
  • After an incident or near miss
  • when a customer makes a complaint relating to the safety of the service, including:
    • the availability of the complaint procedures to passengers
    • the receipt and recording of the complaint, and
    • the assessment and resolution of the complaint.
• A procedure that sets out by who and how the safety procedures to be reviewed and the responsibilities to maintain documentation of the new or revised procedures.

Evidence required to demonstrate that the Standard is being met:

• Documents describing:
  • the procedure for training
  • the procedure for awareness and communication
  • the procedure for reviewing procedures, including complaints management, and
  • the procedure for continuous review of the procedures.
• Records showing that the procedures are used.