Yes. All of our vehicles are wheelchair accessible. One of our vans can accommodate up to two wheelchairs at the same time, provided they are within size and weight limits. This generally means smaller or standard wheelchairs rather than two large electric or bariatric chairs.

If you’re unsure whether your wheelchair will fit, we’re always happy to check before booking to ensure a safe and comfortable trip.  

Everyone is welcome to use our service. Our service is available to people of all mobility levels, from those who walk independently to those using scooters, wheelchairs, walking frames, or other mobility aids.

Where things differ is how the trip is paid for. If you are an NDIS participant, your trip can be covered through your funding, whether you are self-managed or plan-managed. 

If you do not have NDIS funding, payment is required upfront based on a quote we provide before the trip.  If the final trip cost ends up being more than $50 above the quoted price, the additional amount will need to be paid. We always aim to communicate clearly so there are no surprises, and we’re happy to answer any further questions.

To book a ride, you first must fill out a referral form, which can be found here

One you have completed the form, fill out the contact page with your details and attached the form.  This will be sent to our admin team who will call to start booking in your trips.

We service the Townsville and surrounding areas.  Please contact our friendly team to discuss where you would like to go so we can ensure we can accommodate your request.

Our drivers do not accept payment and do not carry any cash within the vehicle.

An invoice is sent via email to the nominated email address on the referral form.  

The invoice is paid by bank transfer with the bank details found on the PDF invoice. 

Invoices are payable within 7 days from the invoice date unless prior agreement with management.

Yes, service animals are permitted to travel with Safe & Sound at no extra charge.

We kindly request that all service animals wear an approved harness or coat.

This depends on the size and weight of the wheelchair. For safety reasons, the wheelchair must be within the limits of our vehicle restraints and able to safely fit on the access ramp. Not all bariatric wheelchairs can be accommodated, so suitability needs to be checked on a case-by-case basis.

If your wheelchair exceeds standard size or weight limits, or if you’re unsure whether it can be safely transported, we strongly recommend contacting Queensland Ambulance Service (QAS) Non-Emergency Patient Transport. Non-emergency transport can be booked by calling 13 12 33, however a doctor’s signed request is required and bookings must be made at least 24 hours in advance.

For emergencies, always call Triple Zero (000). If you’re unsure about the urgency of your situation, you can also call 13 HEALTH (13 43 25 84) for nurse advice.

If you’d like to check whether your wheelchair may be suitable for our service, please contact us with the chair’s make and model and we’ll do our best to assist.