All Council Permits expired on the 31st of March 2024
CSO
- Advise not to damage any permit by putting holes in it to attach to the windscreen or revision mirror
- we do not provide, suction attachments of any kind or plastic sleeves to hold permits.
Accessible Parking Permit (previously called Disabled Parking) Enquiry
Everything to do with applying for a new or renewing an APP
CSO:
- Advise the customer to go to accessibleparking.vic.gov.au
Note: Customers cannot renew old Council permits. They must apply for a new accessible permit instead.
Old permit numbers like A14521, B47851, or C14575 are not eligible for renewal under the new scheme.
Further information to provide to the customer:
Print or email these instructional steps to the customer if required
| Cheat sheet for individuals Cheat sheet for Organisations |
What happens after you apply?
Individual permits
- The applicant will receive a text with a reference number after they have submitted their application online
- They need to take this to the doctor, so the doctor can complete the functional assessment.
- Then it comes to the Council, and we process the permit, which is mailed to the customer from the APP Scheme head office in Kew
Organization permits
- The applicant will receive a text with a reference number after they have submitted their application online
- Then it comes to the Council, and we process the permit
- The permit is mailed to the Council the APP Scheme head office in Kew
- When it arrives at the Council, a text message is sent to the mobile number used on the application, advising them to pickup the permit from Council.
- All Organistion permits must be picked up in person from Dandenong centre only. No, we are not able to post to them or send them to another centre.The reason is that we need to sight documents like the certificate of car registration and ABN certificate before we have handover the permits
- The permit will not be handed over until the documents required is provided on the day. See below what documents are required when they pick up
Document required when picking up Organisational permits
The permit will not be handed over until the documents required is provided on the day
They need to provide:
1. Copy of org's ABN certificate
2. Certificate of registration showing the organisation as the owner of the vehicle or if the vehicles are leased. A letter from the leasing company advised the car registrations and that the vehicle is solely used by the organisation
Unacceptable documents
- Not a screen dump from the Vic Roads
- Copy of unpaid registration or renewals with no receipt
If the customer presents in person to pick up permits at the Dandenong customer service centre only
CSO:
If the Supervisor is not available or is busy, call the Parking Permit Admin, will come out to assist the customer
How long do I have to wait for the permit to be issued?
10- 15 days from the date we receive the final application.
How long will a permit be valid for?
The ADP Permit and Double Time permits will be valid for five years, in line with the ADPS. Organisation permits will be valid for 12 months. A short-term permit, issued to someone who has an impairment expected to last longer than six months, can be provided for 6,12 or 24 months before it is reviewed.
Replacement permits for damaged, lost, or stolen ones
Customer reports they need a replacement APP permit due to the following reasons:
- lost/missing or stolen
- Damaged (they will need to bring this in when they pick up the replacement)
- f the permit holder cannot collect the permit from the Council in person, they may provide a letter of authorisation allowing someone else to pick it up on their behalf.
CSO:
- Do not provide them with a statutory declaration
- Do not advise them to go online to apply for a replacement
Instead:
If at the counter:
- Direct the customer to the Supervisor if available.
- If the Supervisor is busy or not rostered, contact the Parking Permit Admin number.
- If the Admin is busy or there's no answer, email the details to CSParkingpermits@cgd.vic.gov.au using the provided message template.
We will call them back as soon as possible.
Call Centre staff:
- Transfer to the Parking Permit Admin number
- If the Admin is busy or there's no answer, email the details to CSParkingpermits@cgd.vic.gov.au using the provided message template.
We will call them back as soon as possible.
Process for Supervisors and parking admin when a customer has been referred for a lost permit
- Log in to the APP system and locate the permit.
- Provide the following details to the customer:
- Name entered exactly like the permit
- Permit number
- Expiry date
- Type of permit (double-time PX or Disabled parking full permit)
Advise the customer to go to accessibleparking.vic.gov.au and lodge a request for replacement
How to obtain a replacement permit
To obtain a replacement permit
- The customer must request a replacement permit online
- They will need the permit number, expiration date, and type, which they likely don’t have.
CSO:
- Before directing them to the online site accessibleparking.vic.gov.au for a replacement request, provide the permit details first.
- Only certain staff have access to the external site.
- If at the counters, refer the customer to the Centre Supervisor. If the supervisor is busy but can assist the customer in a few minutes then ask the customer to wait.
- If the customer can't wait, try contacting Parking Admin.
- If no one is available, email CSparkingpermits@cgd.vic.gov.au and we'll follow up as soon as possible.
Customer presents to pick up replacement permits
Organisation and replacement permits are mailed to Dandenong Office, customer will need to come to Dandenong to pick up. We can't send to another centre for pickup. If the customer cannot pickup themselves, they can send another person with an authorisation letter.
For pickup of organisation permits
CSO:
- only the Supervisor or Parking Admin can hand over the permits
- If they are unavailable to assist call the Parking Admin number, and we will come out to assist.
For pickup of individual permits
Note: If the permit holder cannot collect the permit from the Council in person, they may provide a letter of authorization allowing someone else to pick it up on their behalf.
CSO:
- Go to the safe room, permits have been left in the white box named individual permits
- There will be an envelope with a slip noting the permit holder's name and the name of the person who assisted the permit holder in completing the application. Either one can pick up the permit.
- You must check their photo ID before providing them with the permit.
- If someone else wants to pick up on behalf of the permit holder. They will need to have written authorisation from the permit holder or copy of the power of attorney for their name.
- The customer needs to complete
missing stat declaration
Note: Customer Service Officers have been approved to witness this stat dec. See process below - Check stat dec, write the permit number or app reference number on the stat dec
- Provide the permit to the customer but write their name on the pickup slip and date they collected the permit. Place this pickup slip in the black tray in the safe room.
- Date stamp the stat dec and Scan to CSSupport
What happens after they apply and how long before they receive a replacement
- The replacement permit is processed by the Parking Admin team or Centre Supervisor once a request is lodged.
- Permits are printed and posted by the Accessible Parking Scheme to Council's PO Box
- The council does not print these permits
- It takes 10-15 days for the replacement permit to arrive at Council
- We collect them form our Records Department and place them in a black tup in the safe room
- The Dandenong Centre Supervisor logs that we have received the permit via the Scheme's system.
- A pickup slip is completed, and the permit is placed in a designated white tub in the safe room.
- A text message is triggered to the individual's registered mobile, and an email for organisation permits.
- The permit must be picked up in person from the Dandenong Customer Service Centre.
- If the permit holder cannot collect it, someone else may do so with a letter authorising them to pick up on the permit holder’s behalf.
- We do not sent the permits to other centres for pickup. If a customer would like that to happen, contact the Parking Permit Admin number
Customer Service process to witness statutory declarations
Customer service to witness and sign the following statutory declaration ONLY. You are not authorised to sign any other stat decs or documents.
- Missing bins
- Missing parking permits
- Missing access card for Walker Street
The criteria for a Customer Service staff member to sign:
- Permanent employees with 5 or more years of continuous service with a Council.
(*If you do not meet the criteria, ask your Centre Supervisor to sign or a staff member in the Call Centre. If none of the people you work with meet the criteria, the customer will need to select another option for who can sign).
Ready to sign?
- Field: Declared by: Customer who's named on the stat dec to sign here in front of you.
- CSO: Complete the sections highlighted in yellow.
- Important: Date stamp as this then completes the other fields in the form. Make sure you can see the date and centre when you stamp the document
Change of details including address
Customer:
- Complete the change of details form, and submit to Council
What happens next?
The details will be updated on the APP site, within 5 business days
Counter
CSO:
- Ask the customer to provide the permit number, they will have to provide if they lodge the form
- Date stamp form
- Scan to CSSupport
For: Ha, Judy or Martine
- Log in to APP system and update the applicant's details as per the form
- Write processed on the form and Scan to CSSupport
- File in the processed Car Parking correspondence folder in Objective
For: CSSupport Team (Bev and Vicki)
- Update the applicants record in APP system
Phone
CSO:
Email change of details form, and advise return the form to Council to be processed by mail or in-person at a Customer Service Centre
They must provide the permit number on the form
Deceased permit holder
Customer:
- Complete Form and return it to the Council by email to council@cgd.vic.gov.au
- If they have the permit, they can submit the form and permit in person to a Customer Sevice Centre
- They can also cut up the permit and dispose of it as it will be cancelled
Counter
CSO:
- If the permit has been handed in with the form, write the number on the form
- Dispose of the permit in the destruction bin at your centre.
- Date stamp form
- Scan to CSSupport
For: Ha, Judy or Martine (if you receive the form)
- Log in to APP system and cancel the permit with the reason the applicant is deceased.
- Write processed on the form and Scan to CSSupport
- File in the processed Car parking correspondence folder in Objective
For: CSSupport Team (Bev and Vicki)
- Log in to APP system and cancel the permit.
Phone
Advise the customer to return the form and permit, if they have it to the Council.
Tell them the permit will be cancelled.
- By mail
- Email to council@cgd.vic.gov.au
- In-person
Declined applications, got a P X 2 but wanted a full permit
CSO:
- You do not need to get into the reason or explanation or process for these issues
- Just transfer the call to Parking Permit Admin
If unavailable CSParkingpermits@cgd.vic.gov.au using the message-taking template
We will contact the customer as soon as possible
Parking Admin team and Supervisor process
Check the system for the number of applications already submitted before you advise to apply again.
Reasons:
They only get 1 additional application with a different doctor.
Contact Bev for support concerning this query.
Types of permits under the APP Scheme
There are 3 types of permits under the scheme
Australian Disability Parking (ADP) Permits for individuals
An ADP permit can be used Australia-wide, and allow the permit holder to:
- park a vehicle in an accessible parking bay for the time displayed on the sign, or
- park in a standard parking bay for double the time displayed on the parking sign.
There are three types of ADP permits for individuals:
- Category A: Allows the permit holder to be the driver or passenger in a vehicle
- Category B: Allows the permit holder to be the passenger in a vehicle
- Category D: Temporary permits, issued for six, 12 or 24 months.
You may be eligible for an ADP permit if a GP or occupational therapist assesses you and determines that:
- you have a significant mobility impairment that requires you to use a mobility aid or device
- a standard parking bay isn’t big enough to allow you access to and from a vehicle
- you have an acute or chronic medical condition such that minimal walking (up to 100 metres) causes you to stop several times because of pain, extreme fatigue or imbalance
- because of a significant cognitive, behavioural or neurological impairment you can’t safely walk without the continuous support of a carer or support person.
Double Time (DT) permits only for individuals
A DT permit allows the permit holder, as the driver or passenger, to park in a standard parking bay for double the time on the parking sign.
Double the time- permits are unique to Victoria and aren’t recognised interstate.
You may be eligible for a DT permit if a GP or occupational therapist assesses you and determines that you have a significant mobility impairment or illness which:
- affects your ability to walk more than 100 metres, and
- means that you need regular rest breaks while walking, and
- a standard parking bay is big enough to allow you access to and from a vehicle
Australian Disability Parking (ADP) Permits for organisations
Organisations may be eligible for an ADP permit if it provides transport services for people with significant mobility or cognitive, behavioral or neurological impairments.
The following vehicles are not eligible for a parking permit:
- General buses (a vehicle which seats more than 12 people, including the driver)
- commercial passenger vehicles (a vehicle used to transport people for a fare or other consideration, eg. taxis, rideshare apps, limousine services)
- motorcycles
Permit Conditions
Accessible Parking Scheme does not send the list of permit conditions to the permit holder.
An accessible parking permit (permit) is issued subject to the following general conditions and permit-specific conditions.
GENERAL CONDITIONS that apply to the full permit or double time permits
The following conditions apply to all permit categories.
Double Time permit P X @ (for individuals)
You are not allowed to park in the disabled bay with this permit
- The permit may be attached to the vehicle by any method that does not obscure any of the permit details, including QR code, or the vision of the driver when the vehicle is in motion.
- The permit is valid until the end of the date of expiry, unless it is cancelled.
- The permit must not be transferred, reproduced, copied, defaced, altered or destroyed.
- The details on the permit (e.g. permit number, QR code, expiry date, people with disabilities symbol, registration number) must be legible and unaltered.
- The permit may be confiscated by an authorised officer and/or cancelled by council for misuse or breach of any of the Conditions of Use.
- A person is only entitled to one permit.
- This permit DOES NOT entitle the permit holder to park in a parking bay marked with the International Symbol of Access.
- The permit only entitles the permit holder to park for up to twice the maximum allowable time on the road, or in an area where a parking sign is displayed. A fee must be paid according to the sign. For example, if the sign is for 1 hour, they pay for 1 hour but get 2 hours. The ticket purposed for 1 hour must be displayed clearly on the dashboard.
The only exception is when you enter a carpark and the only way to exit is via a boom gate. Full fees will apply to exit.
The following conditions apply to double-time permit categories. Printable version.
Australian Disability Parking Permit (for individuals) - permit that can park in a full bay
The following conditions apply to all permit categories. Printable version
- The permit may be attached to the vehicle by any method that does not obscure any of the permit details, including QR code, or the vision of the driver when the vehicle is in motion.
- The permit is valid until the end of the date of expiry, unless it is cancelled.
- The permit must not be transferred, reproduced, copied, defaced, altered or destroyed.
- The details on the permit (e.g. permit number, QR code, expiry date, people with disabilities symbol, registration number) must be legible and unaltered.
- The permit may be confiscated by an authorised officer and/or cancelled by council for misuse or breach of any of the Conditions of Use.
- A person is only entitled to one permit.
- The permit must only be displayed when the permit holder is using (parking) the vehicle.
- The permit must be clearly displayed so the expiry date and permit number are visible from the exterior of the vehicle.
- The permit entitles the permit holder to park in a parking bay marked with the International Symbol of Access.
- The permit entitles the permit holder to park for up to twice the maximum allowable time on a length of road, or in an area, to which a permissive parking sign applies.
- When displaying the permit and parked on a length of road, or area, where a fee applies, the fee must be paid according to the duration of the intended stay, up to the maximum amount payable.
- The permit can be used in another State or Territory, in accordance with the relevant local parking rules.
Note: Within CGD, only holders of full ADP (Australian Disability Parking) Permits receive free parking, with one exception: if parked in a carpark with boom gates, they must pay to exit.
Reminders letters sent to permit holders of Council Permits
We are continuing to send monthly reminder letters to existing permit holders with Category One Council permits, 6 weeks prior to the expiry date. The letter advises to go to the new APP online process.
If the customer has not received the letter, advise them to:
- Go to accessibleparking.vic.gov.au and follow the renewal process
The processing time is 15 - 20 days from the time they submit their application to receiving an outcome.
You can also provide the customer with a easy to understand fact sheet for the new process
Cheat sheet for individuals or Cheat sheet for Organisations
Frequently answered questions
How long does it take to get a permit?
From the time, the council approves the outcome, it can take 10 to 15 business days to arrive in the mail. However, these times may vary depending on Australia Post.
What if I don’t have internet access or physically can’t complete the online application?
If they are having difficulty applying online, suggest they seek assistance from:
- a relative, friend, carer, neighbour or doctor.
If none of the above meets the customer's needs then:
Do this:
If at the counter:
Refer to the Centre Supervisor, who can enter the application for the customer, if they are busy or not rostered call the Parking Permit Admin number for assistance.
If in the Call Centre:
Call the Parking Permit Admin number for assistance, if busy or no answer email details to CSparkingpermits@cgd.vic.gov.au.
They will call the customer back as soon as possible.
Further information to provide to the customer:
Print or email these instructional steps to the customer if required
| Cheat sheet for individuals Cheat sheet for Organisations |
Can I get a paper form?
No paper forms to be given to the customer by the Customer Service Officer,
If they are unable to complete an online application.
Do this:
If at the counter:
Refer to the Centre Supervisor, who can enter the application for the customer, if they are busy or not rostered call the Parking Permit Admin number for assistance.
If in the Call Centre:
Call the Parking Permit Admin number for assistance, if busy or no answer email details to CSparkingpermits@cgd.vic.gov.au.
They will call the customer back as soon as possible.
Why was the scheme changed?
The Disability Parking Permit (DPP) Scheme in Victoria was last updated in 1995 and does not align with the Australian Disability Parking Scheme. The scheme was administered by each of the 79 different Victorian councils. Each council interpreted the scheme differently and had individual administration processes. That lead to confusion within the community as well as the potential for inequitable outcomes for applicants and opportunity for the misuse of permits.
The updated scheme continues to be administered by the 79 Victorian councils but the process for applying for and renewing permits is more streamlined. The new APP Online Service provides community members with an easier application process and misuse of permits will be reduced, freeing up disability parking bays for the people who really need them.
How do I dispute my disability parking permit outcome?
Contact: Parking Permit Admin, if busy or no answer, email the following to CSParkingpermits@cgd.vic.gov.au using the message taking template.
Can I keep using my existing permit if it's expired and I'm waiting for my new permit?
You are not permitted to use a permit if it's expired. If used, you will receive a parking infringement
Can I have more than 1 copy of my permit?
The conditions of use for an accessible parking permit only allow for an individual to hold one permit. Permits are assigned to individuals, not vehicles. This was also a condition of the old scheme. It is recognised that this will create inconvenience and difficulties for some people who share responsibility for caring for someone with mobility issues. However, this needed to be weighed against the potential for permit misuse, where people can hold multiple permits.
Why can’t I get a permit on the spot anymore?
Permit administration, printing and distribution is now managed through one central process, which does not require a visit to your local council to process a form. Once your medical practitioner has undertaken your functional assessment it should take 10-15 days for your application outcome to arrive in the mail.
Why does my GP or OT not know the outcome of my assessment?
Your GP or OT will answer a range of questions that assess eligibility for a permit against the criteria. The answers to these questions determine your eligibility. Prior to the assessment outcome being known, your local council will check your application against any know duplicate permits or previous cancelled permits. It is only after this assessment step is the outcome of your application determined and you are advised by mail.
Why can’t my GP or OT decide if I get a green or blue permit?
Permit type has always been determined by functional assessment against set criteria questions and not personal preference or request. GPs and OTs are required to answer criteria eligibility questions, the responses to which determine permit eligibility and permit type.
Can any GP or Occupational Therapy complete an assessment
Any GP or OT can complete an assessment, if they are aware of the applicants condition and of they are registered with APRA.