The Booked Car Scheme is available to eligible DVA clients when they attend approved health medical treatment. Local taxi and hire car providers are contracted to DVA to arrange suitable vehicles to transport DVA clients to their medical appointments on time. The scheme provides a high quality and reliable service.
Health providers can arrange transport under the Booked Car Scheme on behalf of a DVA client by phone, fax, email or through the online transport booking system.
Arranging transport by phone
To make transport bookings on behalf of a DVA client or to report any transport issues or complaints with drivers or service, call:
- 1300 550 455 (metropolitan areas)
- 1800 550 455 (regional areas)
Arranging transport online
The Online transport booking system provides a quick way for health providers to arrange transport for eligible clients to and from medical appointments. You can make future, same day and ready now bookings and you can request a return journey.
Information on registering and how to make online bookings is available at the Online transport booking system.
For enquiries about accessing the system email HP Online
For more information about the Booked Car Scheme and ambulance services, including who is eligible, see factsheet;
NSW Country Taxi Voucher Scheme
A NSW country Local Medical Officer (LMO) may, when medically necessary or at the request of DVA, issue taxi vouchers to entitled persons residing in country areas who require assistance when travelling for treatment purposes. This Scheme does not operate in the metropolitan areas of Sydney, Canberra or Wollongong, or for travel across the borders into Victoria and Queensland.
When issuing taxi vouchers the LMO must bear in mind that:
- taxi vouchers should be issued only to eligible clients who satisfy the medical criteria and who are entitled to travel under DVA arrangements
- travel must be to the closest practical health provider
- travel must be with a DVA contracted transport provider.
Where eligible DVA clients in country areas of NSW require urgent travel for treatment outside of normal DVA business hours and a taxi voucher is not available, they should phone their local DVA contracted provider and advise their journey details and DVA file number. DVA will arrange payment of this journey direct with the contracted transport provider.
For a list of NSW country DVA contracted transport providers see:
Information for Transport Providers
DVA’s Guidelines for Transport Contractors relate to the services provided under the Booked Car with Driver (BCWD) scheme and set out the BCWD requirements for the provision of Passenger Transport Services for eligible Department of Veterans’ Affairs (DVA) Clients and must be adhered to by Transport Contractors.
The following link to DVA’s Guidelines for Transport Contractors is for those providers who entered into contractual arrangements from 1 March 2017.
- DVA’s Guidelines for Transport Providers (PDF 1.5 MB)
DVA's Guidelines for Transport Providers (DOCX 2.5 MB)
The following link to DVA’s Guidelines for Transport Providers is for those providers operating under a contract which commenced prior to 1 March 2017.
- DVA’s Guidelines for Transport Providers (PDF 553 KB)
- DVA's Guidelines for Transport Providers (DOC 190 KB)
Most of DVA’s transport bookings are dispatched the day prior to travel and can arrive in the form of fax, secure online transmission or through accessing DVA’s online transport booking system.
The performance of transport providers, such as the volume of work handed back, punctuality and driver behaviour, is monitored by DVA, including any feedback received from DVA clients. This information may be used by DVA to determine the volume of work allocated.
The following links are to DVA’s Transport Booking and Invoicing System (TBIS) Areas of Operation and these are specific DVA defined areas. If necessary, to ensure reliability of service to DVA clients, DVA may vary the size and boundaries of the TBIS areas of operation. (Note: These areas are for those providers who entered into contractual arrangements from 1 March 2017).
- Australian Capital Territory Areas of Operation (PDF 244 KB)
Australian Capital Territory Areas of Operation (DOCX 17 KB)
- Queensland Areas of Operation (PDF 869 KB)
Queensland Areas of Operation (DOCX 105 KB)
- Northern Territory Areas of Operation (PDF 239 KB)
Northern Territory Areas of Operation (DOCX 16 KB)
- South Australia Areas of Operation (PDF 467 KB)
South Australia Areas of Operation (DOCX 46 KB)
- Tasmania Areas of Operation (PDF 371 KB)
Tasmania Areas of Operation (DOCX 33 KB)
- Victoria Areas of Operation (PDF 885 KB)
Victoria Areas of Operation (DOCX 106 KB)
- Western Australia Areas of Operation (PDF 483 KB)
Western Australia Areas of Operation (DOCX 51 KB)