Booked Car with Driver (BCWD) service

Veteran Card – All Conditions and Veteran Card – Specific Conditions holders may have access to the BCWD service, where DVA arranges taxi or hire car transport on their behalf with no out of pocket expenses.

Access to the BCWD service

Veteran Card – All Conditions and Veteran Card – Specific Conditions holders  who are travelling for treatment covered by their Veteran Card, may have access to the BCWD service.

The BCWD service is designed to meet the needs of clients experiencing vulnerability and access requires certain criteria to be met based on age and medical condition/s.

• Access to the BCWD service - infographic (PDF 401 KB)

If you cannot access the BCWD service

If you cannot access the BCWD service, you may be eligible to claim full reimbursement of taxi, rideshare, community transport and public transport fares when travelling for approved treatment. The following pages have more information on claiming reimbursement for travelling expenses:

• Travel for treatment
• Claim travel expenses under the improved MRCA
• Claim travel expenses under the VEA
• Claim travel expenses under the MRCA or DRCA

You can also contact us to discuss your transport options.

What you can receive

We may arrange for a taxi or hire car to take you from your home to the place where appropriate treatment is available, with no out of pocket expenses.

If you live a long distance from the place where appropriate treatment is available, we may provide you with a pre-arranged flight. This is only when it is clinically necessary and is the most suitable and economical means of transport.

Access if you are aged over 80, or legally blind or living with dementia or receiving DCP Special Rate (TPI), EDA, ADA or SRDP eligible

Veteran Card – All Conditions holder

You can access the BCWD service to travel to all compensable treatment if you are a Veteran Card - All Conditions holder who is any of the following:

• Veterans receiving Disability Compensation Payment Special Rate (TPI) or EDA, ADA or SRDP eligible (any age)
• aged 80 years or over; OR
• legally blind (any age); OR
• living with dementia (any age).

Veteran Card – Specific Conditions holder

You can access the BCWD service to travel to all compensable treatment if you are a Veteran Card - Specific Conditions holder who is:

• travelling for treatment of an accepted service-related condition/s or specific condition/s covered under Non-Liability Health Care (NLHC)

and you meet any of the following:

• aged 80 years or over; OR
• legally blind (any age); OR
• living with dementia (any age).

Access if you are aged 79 years or younger

Veteran Card – All Conditions holder

If you are a Veteran Card - All Conditions holder aged 79 years or younger, you can access the BCWD service if you have 1 or more of the specific medical conditions.*

If you are a Veteran Card - Specific Conditions holder aged 79 years or younger, you can access the BCWD service if you meet all of the following conditions:

• you are travelling for treatment of an accepted service-related condition/s or specific condition/s covered under NLHC;
• you have 1 or more of the specific medical conditions.*

*Veterans receiving DCP Special Rate (TPI), EDA, ADA or SRDP eligible automatically meet the medical condition criterion and do not need to provide further information about their conditions.

Medical conditions

When booking, you will need to state which of the following categories you meet, but you do not need to state your specific medical condition.  

• a chronic or temporary condition that makes using public transport challenging.
• Including but not limited to frailty or incontinence
• any mental or physical condition that severely limits independence.
  • Including but not limited to respiratory issues, amputation, arthritis, cardiac disorders, vascular disease, paralysis, significant muscle control or coordination issues, significant mental disorders, psychosis.
• recent surgery or treatment that makes travelling by public transport difficult.

How much you pay

There will be no cost to you if we arrange your transport.

How to make a booking

To book transport you can either:

• book online using MyService - this is the preferred method for journeys more than 48hrs in advance
• call 1800 550 455. 

If your health provider is registered with our online services, they can book your transport through their online account.

A family member, friend, health provider or authorised representative can also call 1800 550 455 to make a booking on your behalf.

If you have booked a return journey, the driver will give you a ‘Right of Return’ Card on the journey to the appointment, which has all the information you need to organise the journey back home. If the driver has not offered you the card, please ask for one.

This is the quickest way to arrange a return booking. Call DVA if the booked taxi has not arrived in a reasonable time.

If you live a long distance from your treatment provider and you require long distance transport, please call us on 1800 550 455.

Please note that transport requests made online or through MyService outside of business hours may not be confirmed until the next business day.  Please refer to 'Travelling after hours or on weekends' below for alternative options to ensure your travel arrangements are in place. 

Travelling after hours or on weekends

If you need travel for treatment after hours or on the weekend, you need to contact us during office hours to book.  If your transport has not been pre-arranged and you need to travel for treatment, you will need to pay for your travel and submit a claim for reimbursement. 

Specific travel arrangements

Please tell us when you make your booking if you require specific travel arrangements such as:

• requiring a wheelchair accessible vehicle
• travelling with an attendant
• travelling with an Assistance Dog

How to book transport online with MyService

Transcript of How to book transport online with MyService