Clients

Getting Started

Your quick start guide to using Bankstown Canterbury Community Transport

What is Community Transport?

Community Transport is a national program funded by both the federal and state governments and operated locally in each region by community based non-profit organisations. It provides accessible and affordable transport services to the elderly, people living with disability or disadvantage and their carers.

The goal of Community Transport is to enable people to participate in their local communities and maintain active and healthy lifestyles while living independently in their own homes, avoiding early or unnecessary admission to residential care.

In New South Wales Community Transport is administered by Transport for NSW  and represented by the industry peak body Community Transport Organisation.

How is it funded?

Bankstown Canterbury Community Transport is primarily funded by the federal and state governments through a number of different programs. Our main sources of funding are:

• The Commonwealth Home Support Programme (CHSP) funded by the Australian Government Department of Health
• The National Disability Insurance Scheme (NDIS) funded by the National Disability Insurance Agency
• The Community Transport Program (CTP) funded by Transport for NSW
• Health Related Transport (HRT) funded by the NSW Health South Western Sydney Local Health District

We are also supported by a number of local organisations including the City of Canterbury-Bankstown, Revesby Workers Club and Canterbury Leagues club.

Can I use it?

In order to use our service you must be a resident of the Canterbury-Bankstown local government area. If you don’t live in Canterbury-Bankstown please see Other providers to find a Community Transport service in your area.

You must also be one or more of the following:

• Over the age of 65 and living at home (or over 50 for Aboriginal and Torres-Straight Islanders)
• Living with a permanent disability
• Disadvantaged in a way that prevents you from using regular transport
• Have a temporary injury or medical condition and need transport to medical appointments

If you are one of the above then you can apply for our service. There are different ways to apply depending on what type of funding you are eligible for. See How to Apply for more details.

Where can I go?

We can take you anywhere you need to go within our Service area. The most common types of trips are:

• Medical
  Transport to any medical appointments such as hospitals, medical centres, GP’s, clinics, specialists, physio, dental, eye care, imaging.
• Shopping
  Regular fortnightly shopping groups to most major shopping centres or you can go shopping independently any time.
• Social
  We have an extensive social outings program packed full of fun activities for you to attend and make new friends along the way.

Our vehicles transport you door-to-door and are wheelchair accessible. Mobility aids such as walking frames, sticks or crutches are all welcome. Mobility Scooters can be transported on request.

What does it cost?

For fully funded individuals the cost of our service is a flat fee depending on where you go, either in-area or out-of-area. The fee is per-person and the return trip is included in the price. Social outings may have varying costs which are listed in the Newsletter. You can confirm the cost of your trip at the time of booking.

In-Area Monday to Saturday $12.00*

Out-of-Area Monday to Friday $25.00*

Outings As advertised

Home Care Package recipients and NDIS participants are non-funded services so are not subsidised and are payable at full cost recovery. If you are an NDIS participant or are on a home care package, please contact the office for the costs.

For community groups wishing to use our services the fees and charges will be negotiated on an individual basis. We can provide a dedicated vehicle and driver and fully managed service depending on your needs. For enquiries call us on 9772 4928 or email us at info@bcct.org.au.

If you are looking to hire our vehicles privately the hire rates are listed on our Vehicle hire page.

Who can go with me?

If you are unable to travel alone or require support and have a carer, they can travel with you free of charge,for medical appointments only. This can be a spouse, friend, family member or professional care giver. If you require a carer but do not have access to one, we may be able to arrange one of our care officers or volunteers to accompany you.

Free transport is only available for one individual carer travelling with you for the sole purpose of providing care. If the booking is also for the benefit of the carer, they must pay the full fare. Any additional passengers may travel with you at the discretion of BCCT.

Children under the age of 18 must be accompanied by an adult. For young children you must supply a child seat or baby capsule appropriate to their age and size in accordance with Australian road rules. BCCT cannot supply child restraint equipment.

Some pets may be able to travel with you on a strictly limited basis. We can transport small pets only if they are restrained in an appropriate cage and only for the purposes of taking them to a veterinary appointment. Service animals such as guide dogs are exempt from this rule.

We are happy to transport portable oxygen concentrators but we do not allow large oxygen cylinders onto our vehicles for safety reasons.

How do I book?

Once you are registered as a client with us you can begin to book trips. Simply call us on 9772 4928 and Press 1 for Bookings. You can also book online right here through the website. Our phones are open Mon-Fri 8am to 4pm. We require you book a minimum of 3 days prior (or
earlier) to when your travel is needed.

Each time you make a booking we will need the following information:

• Your name, address and phone number
• The date and time of when you want to go
• The address of where you are going
• Your appointment time (if applicable)
• A name and number for the Doctor/Receptionist (if applicable)
• The time you want to be picked up to return home (if applicable)
• Any additional passengers coming with you
• Any mobility aids you will be bringing
• If you have any other special needs

Making a booking does not guarantee transport. Due to circumstances beyond our control it may not be possible to fit you in on the day you requested. We will contact you to advise you of the status of your booking. When 3 days’ notice of travel is given you will receive an automated call on the afternoon before your booking to confirm your pickup time.

If you wish to change your return time on the day of your booking, for example your appointment finished earlier than expected you can call us on 9772 4928 and Press 2 for driver pickup. This will put you through to the dispatch officer who can contact your driver.

What if I need to cancel?

If for any reason you need to cancel your booking simply give us a call on 9772 4928 and let us know. We ask that you give a minimum of 48 hours notice so that we have time to schedule another booking in your place. You will not be charged for these advised cancellations.

Late notice cancellations

Cancellations made later than 11am on the previous business day will be classed as late notice and you may be charged the cost of the fare plus an additional administration fee for any invoices sent out.

If you cancel your outing booking with less than a week’s notice, you may be required to pay the full cost of the outing, unless we are able to replace your booking with another client. Similarly with prepaid outings, if we have booked the venue and we cannot find a substitute client for your spot then you will forfeit your payment. We do understand that sometimes a change in plans is out of your control. In these instances, please contact us on 9772 4928.

Cancelling at the door

If you cancel at the door when our driver arrives at your home you have the option of paying the fare to the driver on the spot in order to waive the administration fee. Otherwise an invoice may be sent out to you at a later date with an additional fee.

No shows

If you are not at home or do not answer when our driver arrives this will be counted as a cancellation and you may be charged a fee. For your safety our drivers will radio back to base in the event of a no show and our office will attempt to contact you. If you cannot be contacted or located we will take action to ensure your welfare. We will attempt to call your emergency contact on file and if we have any reason to believe you may be in danger or at risk we may also contact local police. You will not be charged a cancellation fee if you have a valid reason such as an accident or illness.

What are my rights?

• Every client and/or (with the client’s permission) their carer, has access to all information about themselves held by Bankstown Canterbury Community Transport.
• In cases where a client has a legal guardian or advocate appointed to act on their behalf, the rights of the guardian or advocate are to be acknowledged and respected to the extent stipulated in the guardianship or advocacy arrangements.
• Clients and/or (with the client’s permission) their carers, will be involved in decisions about their assessment and service provision. They will be made aware of all the options available and any fees to be charged.
• Clients will be made aware of the standard of service which they can expect.
• Services should be provided in a safe manner which respects the dignity and independence of the clients, is responsive to the social, cultural and physical needs of the clients and the needs of the carer.
• Clients’ access to services will be decided only on the basis of need and the capacity of the service to meet that need.
• Clients have the right to refuse service at any time. Such refusal will not prejudice future access to services.
• Clients have the right to complain or make suggestions about the service they are receiving without fear of retribution.
• Complaints by clients will be dealt with fairly, promptly and without retribution.
• The client may choose an advocate of their choice to represent his/her interests.
• Clients’ views will be taken into account in the planning and evaluation of the service.
• Clients’ rights to privacy and confidentiality will be respected.

What are my responsibilities?

• A client should let the agency know if they are not going to be at home when service personnel are due to visit.
• Clients should act in a way which respects the rights of other clients and Bankstown Canterbury Community Transport personnel.
• Clients must use seat belts and other vehicle safety devices as directed by authorised staff members.
• Clients are to help us to provide a quality service to them.
• Clients will respect the confidentiality of information about other passengers or staff members which they may obtain whilst using services.
• Clients will be expected to take responsibility for choosing not to make a decision.
• Clients should inform the service of any significant change in their circumstances, including any mobility changes i.e. use of walker.
• Clients should notify the service if they would like to nominate an Advocate to speak on their behalf.

Refusal of services

Misconduct may warrant the suspension and/or refusal of transport services to a client. Misconduct includes, but is not limited to:

• Theft of property or funds from staff, volunteers or other clients.
• Willful damage of BCCT property.
• Verbal or physical harassment of any person, particularly in respect of race, gender, sexual orientation or religion.
• The use of swearing or offensive language.
• The disclosure of confidential information in respect to other clients or to any other party without prior permission.
• Violence towards staff or volunteers or other clients.