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The unexpected cancellation of commercial driver accreditations by the Victorian government has added to a shortage of bus drivers and left a number of cab and Uber drivers out of work.

Bus Association Victoria and 13Cabs have criticised Safe Transport Victoria, which runs the Commercial Passenger Vehicle accreditation, blaming it for a breakdown in communication with drivers.

Both taxi drivers and Uber drivers say they have lost work due to the accreditation process problems. Credit: Ryan Stuart

Industry representatives said many drivers found their accreditation had been cancelled after Safe Transport Victoria reintroduced annual accreditation fees in 2022, which it had waived since 2020 as part of a COVID-19 relief package.

However, many drivers say they received no notification that the fees had been reintroduced, and that their accreditation would be cancelled because they had not paid. Some were waiting two months for their accreditation to be renewed once they realise it had been cancelled.

“The network has seen a significant increase in the number of drivers complaining that their accreditation to drive a Commercial Passenger Vehicle (CPV) had been suspended or cancelled,” a 13Cabs spokesman said.

“It does appear that there may have been a breakdown in communication between Safe Transport Victoria (STV) and CPV drivers about what they need to do. Some drivers have also reported difficulty in regaining their accreditation in a timely manner – with some saying it was taking up to a month.”

Bus driver shortages have added to transport stress in Melbourne’s west as work on the West Gate Tunnel Project shuts down key train lines and blocks off a major road connection over the school holidays.

Bus Association Victoria criticised STV for a lack of resources, and said a there was a growing shortage of bus drivers because some had to wait up to two months for applications to be processed.

“The amount of time it takes for the regulators to give them approval to do this places the operation in jeopardy,” said Dr Chris Lowe, executive director of Bus Association Victoria.

“Many bus drivers are older and not computer-literate, have difficulty accessing STV online driver accreditation systems, and simply don’t understand the whole concept of only being able to have an online relationship with the safety regulator,” he said.

“Further, delays with processing applications are commonplace at STV and the federal body responsible for processing national police checks. It appears neither body has sufficient resources to process the applications and checks in an expeditious manner.”

One Uber driver who last paid the fee in 2019 found out his accreditation was expiring on a Saturday – but the STV office was not open until Monday. He had changed his phone provider and his old email address was closed. On the Monday and he was told his accreditation could not be renewed and would have to reapply again.

“They are absolutely overwhelmed at the moment with trying to get the applications processed,” said the driver, who requested anonymity as he was not authorised to speak.

The driver has waited for a month for his application to be approved. But last week Safe Transport Victoria contacted to tell him one of his documents was illegible and would need to be submitted again.

Some Uber drivers cannot earn money until their accreditations are processed.Credit: Luis Enrique Ascui

“[STV] have inflicted significant harm on minority groups who can least afford not to earn money because of their bureaucratic cost-cutting, which has lead to people not able to work for a month. They are so inundated with applications they can’t cope,” he said.

An Uber spokesman said a small number of its drivers were affected. “We sympathise with any Victorian in the commercial passenger vehicle sector who has been impacted by the cancellation of their driver accreditation,” a spokesman said.

“We are working with Safe Transport Victoria to ensure eligible drivers are able to join the Uber platform in an expedited time frame, so they can start earning at times and places that suit them.”

STV would not tell The Sunday Age how many drivers had their accreditation cancelled. The agency said it sent emails and newsletter reminders to drivers, and had made social media posts since accreditation fees resumed in April last year.

“Requiring all commercial passenger vehicle drivers to maintain their driver accreditation is a key part of ensuring passenger safety in the commercial passenger vehicle industry,” said Ayten Erkul, executive director of people, communications and engagement at STV.

“Safe Transport Victoria contacts drivers numerous times before their annual accreditation fees are due, in addition to reminders in newsletters, on social media and through booking service providers directly.”

The website of Commercial Passenger Vehicles Victoria, part of STV, has a bright yellow banner leading to a microsite which contains four videos explaining the renewal process to drivers. Its phone line warns that its customer service officers cannot renew applications, which must be completed online.

The Uber driver said the renewal is normally $30 annually, but it instead cost $96 to reapply after it had been cancelled – a process that took more than a month.

“Imagine if you were an international student and that was how you earn money,” he said. “What are you going to do for food?”

Bus Association Victoria has recommended STV print the renewal date on the certificate, and give employers access to certificate expiry times, but this had not happened.

“Change is slow,” Jones said.

“Industry understands that medical conditions, national police checks and fit and proper persons tests take time, but they shouldn’t take 6-8 weeks. We continue to encourage STV to find resources to expedite their processes to get people into work sooner.”

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