Families who are affected by disruptions to our Assisted Student Travel Program (ASTP) can call a hotline to get help.

If a travel provider does not arrive to collect a student from home, parents should call the hotline on 1300 761 882 between 8am and 6pm.

We will then take immediate action to arrange emergency travel where possible.

Parents and drivers/contractors who have non-urgent questions about the scheme should call the department's contact centre on 1300 338 278 between 8am and 6pm.

The eligibility criteria for access to service under the ASTP have not changed and the expected time for processing applications is 10 days.

We work with families and their schools to organise interim arrangements while new applicants' eligibility is assessed and a permanent run is allocated. 

We understand the serious impact of transport disruptions on families and work hard to ensure these do not occur.

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  • What has the Department been doing to resolve this problem?

    The Department has been contacting other approved providers to arrange interim transport for students not provided with assistance under the program.  The Department has also put in place interim arrangements through local contacts and is reimbursing families for taxis or other transport costs.

    The Department is now taking steps to overcome the problems with contractual arrangements that have contributed to some contractors pulling out. The Deputy Director-General, Finance and Infrastructure, has already given a directive that revised rates are to be offered to contractors to address their concerns.

    This process commenced Monday 30th January.  The Department now has transport arrangements in place for the majority of affected students.  It is expected that as the week progresses, more contractors will accept the revised rates.

  • What information can be provided to affected families of children who are eligible to receive assistance under the program?

    We know this can be a stressful time of year for all students, particularly those with special needs who are some of the most vulnerable people in our community.  The Department is working as hard as it can to make things run as smoothly as possible, as soon as possible.

    Up until Sunday night (January 29th), the Department was able to contact all but a handful of affected families to let them know about the service disruption.

    Where families are able to make their own interim transport arrangements, the Department will refund these transport costs.

    The Department has also more than doubled the number of staff in the call centre to make sure that information is available to families.  Callers to the Assistance Line 1300 338 278 will be directed to a staff member dealing with this issue.

  • How long will it take to sort this problem out?

    The Department is taking this issue very seriously, and is focussed on getting things back to normal as quickly as possible.

    The Department expects the program to be back to normal by early next week.

  • What information has the Department provided to principals and stakeholders regarding the disruptions?

    The Department emailed affected school principals with information about what is being done to address the situation.

    The Department has kept stakeholder organisations informed about developments in this matter.

  • How long will the temporary arrangements need to be in place?

    The Department is totally focussed on making sure things are back on track by early next week.  That means that, as students move between schools and services, the timely processing of applications for Assisted School Travel can get back to normal. 

  • Who will contact me when my child is allocated to a transport run?

    An officer from the Assisted School Travel program will contact you to let you know your child has been allocated to a provider.  The provider will also contact you to confirm the arrangements.

  • Will I have to wait a long time to be reimbursed for travel expenses getting my child to and from school on other public transport?

    No.  Your child's school will be able to give you a claim form and information about where to send your claim.  The claim form is also available to download from the Assisted School Travel Program's website. You will need to include receipts or other evidence of the costs you incurred.  The Department will turn these claims around as a top priority. 

    The department is also making arrangements for schools to make Cabcharge vouchers available to families who are accessing this option until regular transport can be provided.

  • Who do I contact if my child has a change of pick-up or drop off address?

    You should tell your school principal.

  • My child needs a TSO to travel to and from school. Who will arrange for that?

    When your child is allocated to a contractor, the department will let the contractor know that a Travel Support Officer needs to be available.  Enquiries regarding support for your child travelling to school should be directed to the assistance line on 1300 338 278.