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New guidelines targeting driver behaviour, safety training and incident response have been rolled out across New South Wales, in a move designed to make ridesharing and taxis safer for women.
Issued by the Point to Point Transport Commissioner, the guidelines focus on reducing intrusive behaviour and strengthening how service providers respond to complaints and safety risks across the industry.
While the majority of trips are completed without issue, the data continues to show women are more likely to experience behaviour that makes them feel uncomfortable or unsafe — from invasive personal questions to inappropriate comments and violations of personal space.
The new framework makes clear that service providers have a legal responsibility to actively manage these risks, including ensuring drivers understand what constitutes unacceptable conduct.
Minister for Transport John Graham said the guidelines were about reinforcing accountability across the sector.
“Service providers have a clear responsibility under the law to protect the health and safety of passengers,” he said.
“These guidelines provide clear guidance to service providers on their obligations… this initiative will help ensure that every passenger on every rideshare, taxi and hire vehicle journey feels safe and respected.”
Developed in consultation with industry and the NSW Women’s Safety Commissioner, the guidelines outline expectations across driver conduct, training, and incident management. They also include practical measures such as improved handling of complaints and raising awareness of in-app and in-car safety features available to passengers.
Minister for Women Jodie Harrison said the move comes in response to ongoing reports of harassment in point-to-point transport.
“Recent reports of harassment and inappropriate behaviour towards women in such services are unacceptable,” she said.
“It’s time the industry prioritise women’s safety and are aware of their obligations.”
Point to Point Transport Commissioner Anthony Wing said the guidelines were part of a broader push to shift industry culture.
“There is no place in this industry for inappropriate behaviour that makes women feel unsafe,” he said.
“It’s on all of us to drive this change.”
The Commission will also deliver online information sessions for providers and roll out public safety campaigns, alongside targeted enforcement as part of its ongoing compliance program.
Industry groups have broadly welcomed the changes. Uber’s Head of Safety for Australia and New Zealand, Nicole Ashcroft, said consistent, industry-wide standards would help build confidence for women using the platform, while DiDi and the NSW Taxi Council also expressed support for the strengthened focus on safety.
Passengers who experience or witness unsafe behaviour are encouraged to report it directly to their service provider or contact the Point to Point Transport Commission.
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