Dodgy drivers might soon find Victoria a tougher place to operate in. After years of complaints, a damning media investigation, and mounting public pressure, the Allan Labor Government has announced sweeping reforms targeting misconduct in the taxi and ride-share industry.
The new measures will include mandatory QR codes in all taxis and ride-share vehicles, giving passengers instant access to information about their rights and how to lodge complaints. These will be followed later this year by a hardline “two strikes and you’re out” rule—allowing Safe Transport Victoria to suspend or cancel the accreditation of drivers who clock up two fare-related convictions.
It’s a move that many, particularly within the disability community, say is long overdue.
Last year, an investigation by The Age and 60 Minutes revealed disturbing incidents involving some of the industry’s biggest names. Among the most shocking was the case of Jarnail Singh, a driver for 13cabs, who was found guilty of defrauding and physically abusing disabled passengers—including shoving and hitting non-verbal individuals in wheelchairs. He was eventually charged with 499 offences, but was only flagged after a drink-driving arrest. For years, the system let him operate with impunity.
Premier Jacinta Allan didn’t mince her words. “Absolutely vile,” she called it, reiterating that while accreditation processes had improved, the scale of misconduct uncovered meant further reform was unavoidable.
Victorians have long had a fraught relationship with taxis, particularly at airports or after major events, where touting, refusals, and demands for inflated fares have become common. Last year, the government attempted to clamp down on these practices by requiring drivers to stick to meters and regulated fare structures. But according to leaked documents—the so-called Taxileaks files—the rot goes much deeper.
The leaks revealed that A2B, the country’s largest taxi operator, had internal knowledge of what one insider called “eye-watering fraud.” That included scams where deceased people’s accounts were billed, and police officers themselves were ripped off. It didn’t stop there. Reports showed systematic overcharging of vulnerable users, especially aged care residents and hospital patients, many of whom use taxpayer-funded Cabcharge accounts.
Cabcharge, once a convenient payment tool, is now under review by the Victorian Government following multiple allegations of rorting. Major institutions like Villa Maria Catholic Homes and Maroondah Hospital were cited in the reports. Monash Health has since said it is reconsidering the use of Cabcharge across its hospitals.
The reforms announced this week are not just reactionary; they represent a structural rethink of how Victoria monitors, trains, and holds commercial passenger drivers accountable. Among the upcoming changes:
Mandatory audio and video recordings in all hailed or rank-based taxis—making it easier for operators and regulators to verify claims and investigate misconduct;
Increased training requirements for drivers of wheelchair-accessible vehicles;
Optional live camera feeds for carers and families, if the taxi or ride-share service offers it.
Gabrielle Williams, Minister for Public and Active Transport, said the new rules will bring better compliance and enforcement. “These changes are about making trips safer and more reliable for Victorians,” she said. “While most drivers are doing the right thing, too many cases have slipped through the cracks.”
The numbers back her up. According to publicly available data, complaints to Safe Transport Victoria regarding taxi and ride-share drivers have been climbing steadily, with anecdotal evidence suggesting underreporting remains a major issue—particularly among disabled, elderly and non-English-speaking passengers.
There’s also been a rise in fare-related misconduct complaints since the lifting of pandemic-era restrictions. Melbourne Airport, for instance, continues to field a steady stream of grievances about drivers refusing short trips or demanding cash up front. In a city priding itself on world-class public transport and inclusivity, that’s a reputation risk as much as it is a safety one.
Though it’s easy to pin the blame on a few bad actors, the more worrying takeaway from the Taxileaks scandal is the systemic failure of oversight. From ineffective contractor checks to the lack of real-time passenger protections, there are loopholes everywhere—some of which were exploited for years without detection.
The Victorian Government says these new reforms are part of a broader effort to restore trust in the industry, one ride at a time. But change will depend on enforcement as much as it does legislation. Previous fare regulation efforts were well-meaning but patchy in implementation, often failing to deter drivers who knew they could get away with misconduct.
For passengers like those in wheelchairs, or residents in aged care needing frequent transport, that trust is hard-won and easily broken.
The QR code rollout is expected to begin within months, but the legislative changes—including the two-strike ban—are still being drafted. How they are received by the industry, particularly ride-share giants and major fleet operators, remains to be seen.
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🚖#Victoria cracks down on dodgy taxis with QR codes & "two strikes" rule after fraud & abuse scandals. 🛑 Mandatory cameras & better training coming. 💳 Cabcharge under review amid systemic rorting claims. #TheIndianSunhttps://t.co/MQEKdMbNK7
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