FAQ 4
Disability awareness

DiDi and Accessibility 

Rideshare is a passenger transport service that everybody should be able to access. 

At DiDi, we want to ensure that our platform can provide greater mobility services for all.

DiDi is committed to developing greater access for people with disabilities through our technology and innovation.

 A good attitude and positive experience can make all the difference

It is important that Driver Partners recognise, understand and are responsive to the needs of people with disabilities.

As a Driver Partner, you should be ready to provide assistance when required to a Rider who has limited mobility when they are getting into and out of your vehicle.  

Be patient and considerate

Always respect the Rider’s wishes as people with a disability want to retain their sense of independence. 

If a Rider informs you they can manage, then please let them. However, as a Driver Partner be prepared to offer support if they request for assistance.

Make transportation more accessible to everyone

As a Driver Partner, you can help make transportation more accessible to everyone.

Follow the basics on how you can assist people with a disability.

Be open minded. In the DiDi platform, you will come across people from different backgrounds and walks of life.

If you are unsure, ask. People with a disability generally know what they need. If you do not know how to assist a Rider, please ask them what you can do to help.

Speak respectfully. Focus on the person rather than their disability.

Welcome assistance animals. Assistance animals are generally allowed everywhere their owner goes. It is unlawful to refuse an assistance animal.

Communicating with Riders

When communicating a Rider with a disability, think about watching, asking, listening and learning (WALL):

  •         Watch the person to understand their abilities
  •         Ask how you can help
  •         Listen to their requests and preferences carefully
  •         Learn from every person you assist.

If you are having trouble communicating with a Rider, you can:

  •         Be patient and ask yes or no questions when you can
  •         Ask the Rider to repeat instructions, if do not understand them the first time
  •         Avoid interrupting the Rider
  •         Avoid speaking to their companion or carer instead of the Rider, unless directed.

Helping Riders who are blind or have vision impairment

You can assist Riders who are blind or have vision impairment by offering to guide them to your vehicle noting that some Riders may not want or need assistance.

If a Rider requires assistance, try offering your arm to guide the person to your vehicle. Be descriptive about what you are doing and what is around you, including obstacles like curbs or stairs.

Riders who are blind or have vision impairment are usually accompanied with their assistance or service animals.

Anti-Discrimination law requires that Driver Partners do not deny passenger transport services to Riders with assistance animals. 

DiDi takes strong measures upon receiving complaints in relation to a Driver Partner refusing to transport a Rider with an assistance animal. DiDi shall make this determination in its sole discretion following a review of the incident. 

A Rider will be refunded trip cancellation charge or other charges for a trip booked in the DiDi app if a Rider is denied a rideshare service because of an assistance animal. 

What is an Assistance Animal?

Assistance animals help a wide range of people with disabilities, and are not limited to assisting those who are visually impaired.

Assistance animals can help people with physical disabilities, autism, post-traumatic stress, diabetes, anxiety, dementia, hearing loss and other disabilities. A person’s disability may not always be visible. 

Assistance animals help people with a variety of disabilities, both visible and invisible. They can be any breed of dog, depending on the disability of their handler.

Most assistance dogs will be wearing an identifiable piece of clothing to distinguish them as a working dog. Usually, assistance animals and their handlers are provided with photo ID. 

If you are unsure whether a rider’s animal is a service animal, simply ask them politely. If they answer yes, you must accept the animal.

Always allow service animals into your car.

The law requires transport service providers to accept assistance animals into their vehicles. Service animals are trained to enter the car before their owner and sit on the floor.

To avoid interrupting their work, you should never touch or interact with the animal. If you are concerned with keeping your vehicle clean, it’s a good idea to provide a towel or blanket for the animal to sit on.

Driving with service animals

  •         Assistance dogs help a wide range of people with disabilities
  •         If you are unsure whether a rider’s animal is a service animal, simply ask them politely
  •         Open the door for the animal to enter your car first, as they are trained
  •       Avoid interacting with service animals

Helping Riders who are deaf or have hearing impairment

When communicating with a Rider who is deaf or hard of hearing, you will find these tips helpful:

  • Establish eye contact and make sure you are facing the person when you speak.
  • Establish a form of non-verbal communication like switching to visual note taking if necessary and use pen and paper or texting. 
  • Avoid shouting or exaggerating hand gestures or speech or speaking extra slowly