Frequently Asked Questions

What time does the office open?

Office Hours – Monday to Friday  8.30am – 4.30pm

What are Your transport hours?

Transport Hours

Monday – Friday 8.00am – 4.30pm

How Do I Pay?

All trip fee costs are payable on the day in cash to our volunteer drivers.


Alternatively, NVTS Inc. can provide you with a monthly invoice which can be paid by cheque, credit card or EFT.

How Much Does The Service Cost?

Fees and Charges

Service users are required to pay fees for each trip.


Subsidised Trip Fee costs are:

  • $8.00 one way  or $16.00 both ways:  –   0 to 10kms.
  • $15.00 one way or $30.00 both ways: –  10km to 25kms.
  • $25.00 one way or $50.00 both ways: –  over 25kms.
What Happens If I Cant Pay?

No service user will be refused a service, if eligible based, on inability to pay.

Those who are unable to pay the requested contribution shall be assessed and may have their fee reduced or waived depending on their circumstances.  The assessment tool used to determine eligibility will be the “Application fee reduction form”.

Can I Smoke Whilst In The Vehicle ?

All of our staff and volunteers are not permitted to smoke in NVTS vehicles/premises.


We also request that you refrain from smoking in a NVTS vehicle.

Can NVTS Inc. cancel my support?

Whilst every effort is made to provide service users with their required level of support, cancellation can occur for the following reasons:

  • If you move away from our service area
  • You move into a hostel or nursing home
  • Another agency provides you with the support
  • Your needs increase and we are unable to provide the necessary support
  • You no longer require support
  • Your behaviour is not appropriate towards staff or other service users

If support is cancelled, the reasons for cancellation will be explained and assistance provided to access other services if appropriate.

Can I cancel my support?

A service user has the right to refuse or cancel their support at any time.


If you do refuse support you can however, reapply at a later date. The standard referral/assessment procedure applies and support will be provided subject to availability.

What Happens If I’m Admitted To Hospital?

Please arrange for someone to notify the office when you’re admitted and discharged (in particular if you have a permanent booking schedule). Your services will be temporarily suspended and reinstated on your return.

What Happens If I Go On Holiday?

You need to notify the office if you’re going on leave (in particular if you have a permanent booking schedule) again your support will be temporarily suspended and reinstated on your return.

When requesting transport assistance bookings?

We encourage you to make them as soon as possible, a minimum 48 hours notice is recommended (locally) more for long distances, we take up to 3 months in advance notice.