Using Public Transport with Clients

Fuel prices and availability are changing how we plan travel. Public transport is a reliable option that supports continuity of care and helps manage costs. It also creates opportunities for clients to build confidence, independence and community connection. 

This is not about replacing all transport. It is about using public transport where it works well for the client, the activity and the day. 

Why consider public transport? 

Public transport can support: 

• Consistency of support when fuel access is limited  

• Independence and skill building for clients  

• Community participation and routine  

• Cost awareness across services  

For many clients, learning to use buses or trains is a meaningful life skill that builds confidence over time. 

When it is suitable 

Public transport is a good option where: 

• The client is comfortable in community settings or is working towards this  

• Routes are direct and travel time is reasonable  

• The activity aligns with using public transport (shopping, appointments, social outings)  

• Risks can be managed with appropriate support  

Each decision should be made case by case, based on the client’s goals, plan and support needs. 

Planning the journey 

Good planning makes the experience smoother for both staff and clients. 

• Check routes and timetables in advance  

• Allow extra time for delays or transfers  

• Plan quieter travel times where possible  

• Identify safe boarding and waiting areas  

• Have a backup plan if services are disrupted  

Where appropriate, involve the client in planning the trip. This builds familiarity and confidence. 

Supporting the client during travel 

Your role is to support, not take over. 

• Guide the client through each step  

• Encourage decision making (when to board, where to sit)  

• Support communication with drivers or staff if needed  

• Monitor for signs of distress or fatigue  

Keep the experience calm and predictable. Small steps matter. 

Safety considerations 

As with any support, safety comes first. 

• Stay aware of surroundings at all times  

• Position yourself so you can support quickly if needed  

• Follow manual handling practices when boarding or exiting  

• Be mindful of personal belongings and equipment  

• Follow any individual behaviour support strategies  

A Public Transport Risk Assessment will be completed by your manager to assess suitability and identify any controls required. This supports a consistent and safe approach across the organisation. 

If you have any concerns about using public transport with a client, speak with your manager before proceeding. 

Building confidence over time 

Using public transport can be part of a broader goal. 

• Start with short, simple trips  

• Repeat familiar routes  

• Gradually introduce new elements (busier times, transfers)  

• Recognise progress  

Over time, clients may move from supported travel to more independent travel, where appropriate. 

Helpful resources 

For more information and planning support, the below resources may assist: 

• TransLink – journey planning, timetables and service updates  

• MyTransLink – real-time tracking and trip planning  

• NDIS Quality and Safeguards Commission – guidance on safe and appropriate supports  

• Queensland Government – public transport accessibility and concessions  

A shared approach 

We all play a role in making this work. 

• Plan ahead  

• Communicate with your coordinator if adjustments are needed  

• Share what works well with your team  

Public transport is one option in how we support clients to live the life they choose. With the right approach, it can build skills, confidence and connection, while helping us respond to current fuel challenges.