Drive Blue | Northern Territory
Drive Blue is committed to professional, safe and respectful service delivery. The following policies apply to all services delivered by Drive Blue across the Northern Territory.
Effective date: These policies are effective from the date of publication and apply to all Drive Blue services across the Northern Territory. Drive Blue reserves the right to update these policies from time to time. Clients will be advised of material changes. The most current version of all policies is published on this page. Continued use of Drive Blue services following notification of a policy update constitutes acceptance of the updated terms.
Policy 01
A no show occurs when a client fails to attend a scheduled lesson, test preparation session, assessment or program without providing prior notice. Drive Blue's time is a finite professional resource and no shows directly affect the service available to other clients.
A no show is recorded when a client does not attend their scheduled appointment and has not provided at least 24 hours notice of cancellation or rescheduling. Late cancellations made with less than 24 hours notice prior to the session start time are also treated as no shows for fee purposes.
A no show fee equivalent to 100% of the scheduled session fee will be charged. This applies to driving lessons, test preparation sessions, practical driving assessments, heavy vehicle training sessions, and Back on Track or behaviour change program sessions. The no show fee is payable prior to any future booking being confirmed.
Drive Blue understands that genuine emergencies occur. In the case of a first no show, Drive Blue may — at its sole discretion — waive the no show fee where a documented and verifiable reason is provided promptly following the missed session. This waiver is not a right and will not be applied in cases of repeated non-attendance.
Clients who record two or more no shows within any 12-month period may be required to pay a session deposit in advance of future bookings. Drive Blue reserves the right to decline future bookings from clients with a pattern of repeated no shows.
Clients who arrive more than 15 minutes late to a scheduled session without prior notice may have their session cancelled and treated as a no show. Where a session proceeds with a late start, it will conclude at the originally scheduled end time and the full session fee applies.
Policy 02
Drive Blue requires adequate notice for all cancellations and rescheduling requests. This policy ensures fairness to all clients and allows cancelled time to be offered to others on the waitlist.
A minimum of 24 hours notice is required for all cancellations and rescheduling requests. Notice must be provided directly to Drive Blue via phone or email. Notice given via text message is accepted but must be acknowledged by Drive Blue to be considered received.
Cancellations made with 24 or more hours notice will incur no cancellation fee. Where a deposit has been paid, it will be applied to the rescheduled session or refunded within 5 business days of the cancellation request.
Cancellations made with less than 24 hours notice will incur a cancellation fee of 50% of the scheduled session fee. This reflects the time reserved and the difficulty of filling the vacancy at short notice.
Clients may reschedule a session with at least 24 hours notice at no charge. Rescheduling requests made with less than 24 hours notice will be treated as a late cancellation and the 50% late cancellation fee applies. A new session fee applies to the rescheduled appointment.
In the event that Drive Blue must cancel a session — due to vehicle issues, instructor illness, extreme weather or other operational reasons — the client will be notified as early as possible and offered a full reschedule or refund of any session fees paid. Drive Blue will make every effort to minimise disruption to the client.
Sessions are not automatically available on public holidays. Where a session is scheduled on a public holiday, clients will be contacted to confirm availability or offered a reschedule. Public holiday sessions may attract an additional surcharge.
Policy 03
Drive Blue provides professional services and expects payment in a timely manner. This policy sets out the terms under which services are provided and payments are required.
Payment for driving lessons and individual sessions is due at the time of booking or immediately prior to the session commencing, unless a prior arrangement has been made in writing. No session will proceed where payment has not been received or a confirmed arrangement is not in place.
Drive Blue accepts payment by bank transfer, card payment or other agreed method. Cash payments may be accepted by arrangement. All payment details will be confirmed at the time of booking.
A deposit may be required to secure bookings for block lesson packages, assessment sessions, heavy vehicle training or Back on Track program enrolments. Deposit amounts will be advised at the time of booking and are non-refundable except in the event of a Drive Blue-initiated cancellation.
Organisational clients, NGOs, government agencies and corporate accounts may be invoiced on agreed terms. Invoice payment terms are 14 days from the date of invoice unless otherwise agreed in writing. Overdue invoices may attract an administration fee.
Refunds are provided in accordance with Australian Consumer Law. Requests for refunds must be made in writing to Drive Blue. Refunds will not be provided where services have been delivered and the client was satisfied at the time of delivery. Refunds for unused portions of pre-purchased packages will be assessed on a case-by-case basis.
Drive Blue reserves the right to update its pricing. Clients will be advised of any pricing changes prior to their next session. Prices agreed in writing for package bookings will be honoured for the duration of that package.
Policy 04
Drive Blue is committed to delivering professional, respectful and safe services. All clients are expected to conduct themselves in a manner that supports a positive and productive learning environment.
All clients are expected to treat Drive Blue instructors and staff with courtesy and respect at all times. Aggressive, threatening, abusive or disrespectful behaviour will not be tolerated and may result in the immediate termination of a session, cancellation of future bookings and, where appropriate, notification to relevant authorities.
Clients must not attend any session if they are under the influence of alcohol, drugs or any substance that may impair their ability to drive safely or participate in a program. Drive Blue instructors reserve the right to refuse to commence or continue a session where a client appears unfit to participate. A full session fee applies in these circumstances.
Clients must provide accurate and truthful information when making a booking, completing enrolment in any program or providing information relevant to their licensing history, medical status or driving experience. Drive Blue relies on accurate information to deliver appropriate services safely.
Clients are expected to treat Drive Blue vehicles with care and respect. Any damage caused by a client through reckless, careless or deliberate conduct may result in the client being held liable for the cost of repairs.
Clients are expected to be ready to commence their session at the agreed start time. Consistent late arrival is disruptive to the delivery of services and may be addressed under the No Show Policy where sessions cannot be delivered as scheduled.
Clients must follow the reasonable directions of Drive Blue instructors at all times during a session. Refusal to follow instructor direction on safety grounds may result in the termination of the session with the full fee applicable.
Policy 05
The safety of clients, instructors and other road users is the highest priority at Drive Blue. This policy sets out the minimum health and safety standards that apply to all sessions.
All occupants of a Drive Blue vehicle must wear a seatbelt at all times when the vehicle is in motion. A session will not commence until all occupants are correctly seatbelted. Failure to comply will result in the immediate termination of the session with the full fee applicable.
Clients must disclose any medical condition, physical impairment, visual impairment or other health matter that may affect their ability to drive safely prior to commencing any training or assessment. Drive Blue reserves the right to decline to provide services where a health or safety risk has been identified.
Clients taking any medication that may impair driving ability must advise Drive Blue prior to their session. Where a client is unsure whether a medication affects driving, they should seek advice from their treating health professional before attending a session.
Drive Blue training vehicles are fitted with dual controls for the safety of the client and instructor. Clients must not interfere with or attempt to disable any safety feature of the vehicle.
Drive Blue vehicles are maintained to a high standard and are regularly inspected for safety and roadworthiness. Where a vehicle issue is identified, Drive Blue will reschedule the session and notify the client as soon as practicable.
Any incident, near-miss or safety concern occurring during a Drive Blue session must be reported to the instructor immediately. Drive Blue will document and review all incidents to support continuous improvement and client safety.
Policy 06
Drive Blue is committed to continuous improvement and values client feedback. All complaints are taken seriously and addressed in a timely, fair and professional manner.
Clients are encouraged to provide feedback — positive or constructive — at any time. Feedback can be provided verbally to the instructor, by email to joshua.blake@driveblue.com.au or by phone on 0413 198 025. All feedback is used to improve service quality.
Where a client has a complaint about the service they have received, they should contact Drive Blue as soon as possible following the event giving rise to the complaint. Complaints can be made in writing by email or verbally by phone. Drive Blue will acknowledge receipt of a complaint within 2 business days.
Drive Blue will investigate all complaints promptly and fairly. The client will be kept informed of progress and the outcome. Drive Blue aims to resolve all complaints within 10 business days of receipt. Where a complaint requires more time to resolve, the client will be advised of the expected timeframe.
Where a complaint cannot be resolved to the client's satisfaction, the client may seek further assistance through the relevant consumer protection body or fair trading authority in the Northern Territory.
Drive Blue will not take adverse action against any client who makes a genuine complaint in good faith. The complaints process is designed to be accessible, fair and constructive for all parties.
Policy 07
Drive Blue is committed to providing services that are inclusive, respectful and accessible to all people, regardless of background, culture, identity or circumstance.
Drive Blue provides services to all people on an equal basis regardless of age (where licensing eligibility requirements are met), gender, sexual orientation, cultural background, nationality, religion, disability or socioeconomic status. No person will be refused service on the basis of a protected characteristic.
Drive Blue acknowledges the diversity of communities across the Northern Territory and is committed to delivering services in a culturally respectful and sensitive manner. This includes respectful communication, acknowledgement of cultural protocols where relevant, and a flexible approach to service delivery for remote and community-based clients.
Drive Blue will make reasonable adjustments to accommodate the needs of clients with a disability, hearing impairment, vision impairment or other access requirement. Clients who require adjustments are encouraged to advise Drive Blue at the time of booking.
Drive Blue recognises that English may not be the first language of all clients across the NT. Where possible and appropriate, Drive Blue will explore options to support clients whose primary language is not English. Clients requiring interpreter support are encouraged to discuss this at the time of booking.
Discrimination, harassment, vilification or disrespectful conduct directed at Drive Blue instructors or staff on the basis of any protected characteristic will not be tolerated and may result in the immediate termination of services.
Policy 08
Drive Blue is committed to protecting the privacy of all clients and handling personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
Drive Blue collects personal information necessary to provide its services, including name, contact details, date of birth, licensing history and, where relevant, health information. This information is collected directly from the client at the time of booking or enrolment.
Personal information collected by Drive Blue is used solely for the purpose of delivering services, managing bookings, communicating with clients and meeting any regulatory or reporting requirements. Drive Blue does not sell, share or disclose personal information to third parties except where required by law or with the client's explicit consent.
Personal information is stored securely and access is limited to authorised personnel only. Drive Blue takes reasonable steps to protect personal information from misuse, loss, unauthorised access, modification or disclosure. Drive Blue stores its records of services and programs within Australia. Some functions are supported by third-party platforms (including email, scheduling and payment services) whose servers may be located overseas, including in the United States; where information is processed overseas, Drive Blue takes reasonable steps under Australian Privacy Principle 8 to ensure it is handled consistently with the Australian Privacy Principles.
For Back on Track and other structured programs where records are required for licensing or regulatory purposes, Drive Blue will retain records in accordance with applicable legal and regulatory requirements. Clients will be advised of any reporting obligations at the time of enrolment.
Clients have the right to request access to the personal information held by Drive Blue and to request corrections where information is inaccurate. Requests can be made by contacting Drive Blue at joshua.blake@driveblue.com.au.
For further information about Drive Blue's privacy practices, please refer to the Privacy Policy page or contact Drive Blue directly.
Policy 10
The Northern Territory experiences significant seasonal weather events. Drive Blue is committed to the safety of clients and instructors and will not deliver sessions where conditions present an unacceptable safety risk.
Drive Blue instructors have the authority to cancel or suspend any session where weather or road conditions present a risk to the safety of the client, instructor or other road users. This includes, but is not limited to, flooding, cyclonic conditions, severe storms, smoke and extreme heat.
Where a client cancels a session due to genuine extreme weather conditions affecting their ability to safely travel to the session location, the cancellation will be assessed on a case-by-case basis and the standard cancellation fee may be waived at Drive Blue's discretion.
Where Drive Blue cancels a session due to extreme weather or unsafe conditions, the client will be notified as early as possible and offered a full reschedule at no additional charge. No cancellation fee will apply.
During the Northern Territory wet season (approximately November to April), road flooding and other weather events may affect session availability, particularly for regional and remote delivery. Drive Blue will communicate proactively with affected clients.
Policy 11
Drive Blue operates a strict zero-tolerance approach to alcohol and drug use in connection with all service delivery. The safety of clients, instructors and other road users is non-negotiable. This policy applies to all Drive Blue clients, participants and, where relevant, stakeholders.
Drive Blue operates on a zero-tolerance basis with respect to alcohol and drug use in connection with any session. No client may attend, participate in or operate a vehicle during any Drive Blue session if they are under the influence of alcohol, cannabis, prescription medication that impairs driving, illicit substances, or any other substance that affects cognitive or physical function relevant to safe driving.
By attending a Drive Blue session, clients implicitly declare that they are not under the influence of alcohol or any impairing substance. Drive Blue instructors are trained to identify indicators of impairment. Where an instructor has reasonable grounds to believe a client is impaired, the session will not proceed.
Where Drive Blue reasonably suspects a client is affected by alcohol or drugs, the instructor will refuse to commence or will immediately terminate the session. The full session fee will apply. The client will be offered safe transport options where appropriate. Drive Blue will not place any person in a vehicle where impairment is suspected.
Clients taking prescription or over-the-counter medications that may affect concentration, reaction time, coordination or alertness must disclose this to Drive Blue prior to the session. Drive Blue may consult with the client about whether it is safe to proceed and may defer the session where a risk is identified. Clients are responsible for seeking advice from their prescribing health professional about driving suitability.
Participants enrolled in the Back on Track — Drink and Drug Driver Education program are subject to specific participant conduct requirements as part of that program. These requirements will be communicated at enrolment and form part of the program agreement. Attendance whilst affected by alcohol or drugs will result in immediate removal from the session and may affect program completion status.
Where Drive Blue is contracted to deliver services for a government agency, justice service, NGO or employer and a reporting obligation exists in relation to a participant's fitness to participate, Drive Blue will comply with those obligations in accordance with the terms of the relevant agreement.
Drive Blue recognises that alcohol and other drug issues are health matters. Where it is appropriate and within the context of service delivery, Drive Blue may provide information about support services available to clients. Drive Blue does not provide counselling or clinical AOD services outside its formal behaviour change programs.
Policy 12
Drive Blue is committed to delivering a high-quality, professional learning environment. The following expectations apply to all people receiving services from Drive Blue — whether as a learner driver, program participant, assessment candidate or workshop attendee. These expectations exist to ensure sessions are productive, safe and respectful for everyone involved.
Learners are expected to arrive for their session prepared and ready to engage. This means being well-rested, having eaten, carrying your current learner licence or relevant documentation, and being mentally ready to focus. Sessions cannot be fully utilised when a learner arrives unprepared or distracted by other concerns.
Effective instruction depends on honest communication. Learners are expected to tell their instructor if they are unsure, confused, anxious or uncomfortable. There is no expectation of perfection — making mistakes is part of learning. What matters is being open about what you do and do not understand so the instructor can tailor support effectively.
Learners must follow the reasonable directions of their Drive Blue instructor at all times during a session. This includes directions about vehicle operation, road positioning, speed, technique and session conduct. Instructor directions are given in the interest of safety and learning. Repeated failure to follow direction may result in the session being terminated.
Learners are expected to communicate respectfully at all times. Swearing, aggressive language, shouting, intimidating behaviour or disrespectful comments directed at the instructor or other road users are not acceptable. Drive Blue instructors have the right to end a session immediately where a learner's conduct is inappropriate.
During a session, the learner's full attention must be on the task of driving or learning. Mobile phones must be silenced and stored. Conversations about unrelated topics, listening to loud music, or other distractions that affect the quality or safety of the session are not appropriate.
Learning to drive can be challenging and frustrating. Learners are encouraged to acknowledge frustration and communicate it to their instructor — but expressing frustration through aggressive driving, raised voices, door-slamming or other inappropriate behaviour is not acceptable and will result in the session being paused or terminated.
Drive Blue vehicles are professional training tools. Learners must treat them with care. Eating or drinking in the vehicle (other than water), slamming doors, placing feet on seats, or any other conduct that damages or defaces the vehicle is not acceptable. Any damage caused by a learner's conduct may be the subject of a repair cost claim.
Punctuality shows respect for the instructor's time and ensures the full value of the session is available to the learner. Learners should aim to be at the agreed pick-up point or location 5 minutes before the scheduled start time. Consistent lateness will be managed in accordance with the No Show Policy.
Learners must provide accurate information about their licence status, driving history, prior suspensions, medical conditions and any other matter relevant to their eligibility to drive. Providing false or misleading information to Drive Blue may result in the immediate cancellation of services.
Drive Blue is a professional service, not a social setting. Learners are expected to approach each session with a willingness to learn, a respectful attitude toward their instructor, and a commitment to the work of developing safe driving skills. A positive, engaged attitude makes a significant difference to the quality and pace of learning.
Drive Blue commits to treating every learner with patience, professionalism and respect; providing structured, clear and constructive instruction; adapting to individual learning styles and needs; maintaining a calm and supportive environment; and providing honest feedback that helps learners improve. These expectations are mutual — Drive Blue holds itself to the same standard of conduct it expects from its clients.
Contact Drive Blue directly — we are happy to clarify any of the above or discuss your specific circumstances.
Policy 09
Mobile Devices and Distraction Policy
The use of mobile devices and other distractions during a Drive Blue session is strictly prohibited. Distracted driving is a leading cause of road trauma in the Northern Territory and Australia.
Mobile Devices During Sessions
Clients must not use a mobile phone or any other electronic device while operating a Drive Blue vehicle, except where a device is legally mounted and used in a hands-free navigation mode. The instructor may direct the client to pull over and secure any device causing a distraction.
Instructor Notification
Where a client expects an urgent call or message during a session, they should advise the instructor prior to commencing. The instructor may arrange a safe stopping point if the client needs to use their phone.
Recording and Photography
Clients must not photograph, film or record any Drive Blue session, the instructor, or other road users without the prior written consent of Drive Blue. Drive Blue may take photographs or video during sessions for training, assessment or marketing purposes with client consent.
Social Media
Drive Blue does not authorise the use of its name, logo, vehicles or staff images in client social media posts without prior written consent. Positive reviews and testimonials are always welcome through official channels.