(For Access to Work Travel Support)

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1. About the Customer Contribution

Access to Work (AtW) requires some customers to pay a small personal contribution towards their travel support.

This contribution is not set by ERS Taxi Service ®.

It is written in your Access to Work award letter and applies to all taxi providers.

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We understand that many of our clients have disabilities, mental health conditions, or access needs that make financial administration difficult.

Our policy is designed to make this process as simple and stress-free as possible.

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2. How your monthly invoice works

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Each month you will receive one invoice that shows:

• the total cost of your journeys

• your required monthly customer contribution

• the amount Access to Work will fund

• how much (if any) you personally need to pay

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The customer contribution is not VAT-able and is not treated as a taxi fare.

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3. Payment process

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Step 1 - You upload your ERS invoice to Access to Work

You submit your invoice using the AtW online claims portal.

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Step 2 - Access to Work reimburses you

AtW pays the funded amount directly to you (unless your case manager has approved direct payment to ERS).

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Step 3 - You pay ERS the customer contribution

Once AtW has reimbursed you, you pay only the contribution shown on your invoice.

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This is usually a small fixed amount per month.

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4. No up-front payments required

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ERS does not require you to pay the customer contribution before journeys take place.

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You pay only after Access to Work pays you.

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This protects you from:

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• using overdrafts

• financial stress

• upfront costs

• delays in reimbursement

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5. If Access to Work payment Is delayed

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We understand that AtW sometimes takes time to process claims.

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If your AtW payment is delayed:

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• ERS will not chase you immediately

• ERS will not penalise or pressure you

• We simply ask that you notify us via email or the ERS app

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Communication is enough - we support our clients and understand these delays are not your fault.

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6. If you have difficulties managing payments

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If your disability or mental health condition makes payment difficult, ERS can offer:

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• flexible payment arrangements

• reminders through the ERS app

• support communicating with AtW

• optional help from your advocate or employer

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Our priority is to provide an accessible, stress-free service.

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7. Why Customer Contributions exist

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The customer contribution is a rule set by Access to Work, not ERS Taxi Service.

We agree that the system can be confusing and sometimes unfair, especially for clients with:

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• mental health conditions

• cognitive or executive functioning difficulties

• communication barriers

• financial vulnerability

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ERS has raised these concerns with AtW and continues to advocate for clearer, more accessible rules.

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8. ERS will never act as a debt collector

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Our values are based on respect and disability inclusion.

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ERS will never:

• pressure vulnerable clients

• harass or repeatedly chase payments

• penalise you because of your disability or financial circumstances

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Our only requirement is that you communicate with us if you are waiting for AtW reimbursement.

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9. Simple rule summary

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• You submit the invoice to AtW

• AtW pays you

• You pay ERS your customer contribution

• If AtW delays payment, just tell us

• ERS will support you and never pressure you

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10. Contact & Support

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If you have any difficulties with customer contributions, invoices, or Access to Work claims, you can contact:

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contact@erstaxiservice.co.uk
0800 755 5258

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We are here to support you.