Adelaide Metro

Terms of Reference For Formal Assessment of the Access Cabs System

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Prepared by: Tom Eltridge-Smith
Chief Project Officer

Formal assessment of the Access Cabs system is required to be conducted with due regard to legislative requirements, (including the Commonwealth Disability Discrimination Act 1992, the proposed Disability Transport Standards and Competition Policy) as covered within the attached terms of reference:

Access Cabs Services will be formally assessed in relation to:

1. current service delivery to customers;

• Comparison of current performance with interstate services.
  

2. the dispatch system used by the Central Booking Service;

• Its relative strengths and weaknesses.
• Its appropriateness for dispatching of fully Accessible Taxis in Metropolitan Adelaide.
• Its performance relative to interstate systems.
• Suggested changes to improve service provision to people with disabilities.

3. the customer booking system;

• Its relative strengths and weaknesses.
• Its performance relative to interstate systems.
• Suggested changes to improve service provision to people with disabilities.

4. Access Cab Licence conditions;

• The relative strengths and weaknesses of the conditions.
• Suggested changes to improve service provision to people with disabilities.

5. work practices used by Access Cab operators;

• Relative strengths and weaknesses of practices used in the Access Cab fleet.
• The Management of Operators and drivers by Yellow Cabs.
• Suggested changes to improve service provision to people with disabilities.

6. customer and operator/driver practices in relation to SATSS dockets;

• Relative strengths and weaknesses associated with the use of SATSS dockets by customers and operators/drivers within the Access Cabs system.
• Suggested changes to improve service provision to people with disabilities.
  

7. operator/driver training;

• Relative strengths and weaknesses.
• Suggested changes to improve service provision to people with disabilities.
  

8. the customer complaint process;

• Relative strengths and weaknesses.
• Suggested changes to improve service provision to people with disabilities.
  

9. the performance of the Adelaide Metro Compliance Branch;

• Relative strengths and weaknesses
• Suggested changes to improve service provision to people with disabilities.
  

10. Adelaide Metro contract administrative procedures;

• Relative strengths and weaknesses.
• Suggested changes to improve service provision to people with disabilities.
  

11. performance of Access Cabs system.

• Appropriateness of current performance measures.
• Suggested changes to performance measures to improve reporting on service provision to people with disabilities.