FAQ 5
COVID-19 Guidelines

Reducing COVID-19 community transmission: We are in this together

 At DiDi, your safety and well-being is our number one priority.

We are continually taking proactive steps to ensure the DiDi platform is safe by adapting and implementing the latest COVID-19 public health advice, regulations, and directives from public authorities.

During this challenging time, our ridesharing community has a role to play in ensuring that we are all committed to safety and public health.  

Ride Safe Ride Kind

To minimise any community transmission of COVID-19, we are asking to practice DiDi’s Ride Safe Ride Kind guidelines when taking essential trips.

The following measures will assist you in staying safe: 

  •         Wear a face mask
  •         Using alcohol-based hand sanitisers where available and inside your vehicle
  •         If you feel unwell, please stay at home
  •     Practise good hygiene by washing hands often with soap and water, including before and after eating and after going to the bathroom. Washing body, hair (including facial hair) and clothes thoroughly every day. 
  •         Regularly clean your hands thoroughly with soap and water or an alcohol-based hand sanitiser. 
  •         Having a QR code in your vehicle for Rider check-in (Victoria, SA, NSW only)

        Having a hand sanitiser available in the vehicle for your and Riders

  •         Regularly cleaning and sanitising your vehicle
  •         Regularly disinfect high touch surfaces inside your vehicle
  •         Riders sitting in the backseat to practice social distancing
  •       Limiting the number of Riders to help drivers socially distance (In DiDi Express, we encourage to have a maximum of 2 Riders for DiDi Express service and a maximum of 4 Riders for DiDi Max service). 
  •         Keeping the window open for external airflow and turn off recycled air conditioning  
  •         Cover any coughs or sneezes with an elbow or a tissue and then dispose the tissues properly·
  •         Staying more than 1.5 metres away from others where practical. 

 

Commercial Passenger Vehicles Victoria Regulations – For Victorian Driver Partners only

From 18th November 2020, Driver Partners found in breach of the Victorian Commercial Passenger Vehicle Industry Further Amendment Regulations could face fines of up to $660.00

In addition to wearing a face mask which is mandatory for all Driver Partners in Victoria, all Drivers are asked to practice the following as outlined in the Regulations: 

QR Codes

Record keeping continues to be an important tool for helping Victoria to stay safe and stay open. The Service Victoria QR code is connected to the Victoria Government’s contact tracing system and allows for the efficient and effective response to outbreaks.

Commercial passenger vehicles are required to have available the Service Victoria QR code for drivers and passengers to check-in. A specific Service Victoria QR code has been developed for use in commercial passenger vehicles. This allows the registration of a vehicle instead of a venue.

Register for the Service Victoria QR code specifically for commercial passenger vehicles at: https://busreg.covid19.dhhs.vic.gov.au/s/login/SelfRegister

Tips on QR Codes

  •         All CPVs providing a service and on the Commercial Passenger Vehicles Victoria Public Register must have a Service Victoria QR code in the vehicle.
  •         Vehicle owners are responsible for ensuring the Service Victoria QR code is available in their vehicle.  
  •           Drivers and passengers should check-in using the Service Victoria QR code.
  •         Drivers should encourage passengers to check-in where practicable but are not responsible for ensuring they do.

Hand sanitiser available to the Rider in the vehicle

Place the hand sanitiser that is easily accessible to you and the Rider for usage during the trip. Maximum fines apply up to $660.

Driver to clean high touch surfaces inside the vehicle before providing a commercial passenger vehicle service

At any given day before a Driver takes their first trip they must clean the inside surfaces of their vehicle with disinfectant. Maximum fines apply up to $660. 

Driver to clean high touch  surfaces after private use of vehicle

A Driver must clean their vehicle after private use before undertaking any commercial passenger services. Maximum fines apply up to $660. 

Driver to clean surfaces touched by a passenger

A Driver must clean and sanitise high touch points inside a vehicle in between trips. Maximum fines apply up to $660.

 

Rider high touch surfaces: 

https://cpv.vic.gov.au/__data/assets/pdf_file/0011/475418/Reduce-the-risk-how-to-clean-CPVs.pdf

Driver to clean vehicle to be driven by others

If one vehicle is shared by two drivers, then the last driver to take the passenger service must disinfect high touch surfaces inside the vehicle before passing the vehicle. Maximum fines apply up to $660.  

Driver to clean surfaces touched by the driver

On a daily basis that a Driver takes their vehicle for a commercial passenger service, they must clean the inside of their vehicle with particular attention to high touch surfaces.

Driver high touch surfaces:  

https://cpv.vic.gov.au/__data/assets/pdf_file/0011/475418/Reduce-the-risk-how-to-clean-CPVs.pdf

Upload your Cleaning Record

Please upload your cleaning records in the DiDi Driver all on a weekly basis. It can be accessed through the banner on the home screen. Your cleaning record must indicate the following:

Your full name

Driver Accreditation Number

Vehicle Registration Number

Date and time of each cleaning

Date and time of each trip

You can either print the CPV Cleaning Record template available at:  https://cpv.vic.gov.au/booking-service-providers/coronavirus-covid-19/coronavirus-covid-19-faqs2/vehicle-cleaning#cleaning-record

The cleaning record must be uploaded every week in the Driver app, or you can write your own cleaning record using the CPV template as a guide.

NSW Point to Point Transport Commissioner – For NSW Driver Partners only

The wearing of face masks is mandatory in all NSW Point to Point passenger transport services.

The use of QR Codes is now mandatory in all NSW Point to Point passenger transport services.

From 12 July 2021, Service NSW QR codes will be mandatory in all point to point transport vehicles.

It will be mandatory for drivers to check-in at the start of their shift and for all passengers to scan the QR Code and check-in at the start of or early on during their journey. It is also important that they check out at the end of a shift and for passengers at the end of their journey. This will enable faster contact tracing by NSW Health in the event it is required.

Who is responsible for registering with Service NSW and the QR code?

The owner of the vehicle providing passenger transport services must register as COVID Safe with Service NSW.  The vehicle owner will then be given a unique QR code to be displayed in the vehicle. The owner is the person who is listed on the vehicle’s registration documentation. 

To register your vehicle as COVID Safe and to receive a unique QR code, visit the Service NSW website: https://www.nsw.gov.au/covid-19/covid-safe/customer-record-keeping/setting-up-electronic-check-and-qr-codes

 What do drivers need to do?

  •         A driver should not use a vehicle that is not displaying a Service NSW QR code
  •         The driver should check-in to the vehicle before starting a shift and check-out when finished providing passenger transport services
  •         Drivers should encourage passengers to check-in using the Service NSW QR code displayed in their vehicle
  •         If a passenger refuses to check-in, the driver may deny the passenger entry to the vehicle as stated in the Public Health Order

Why has the COVID check-in mandate been expanded?

The QR Code check-in system keeps a record of the passenger journey and gives NSW Health contact tracers real-time access to QR code data.  The mandate is about keeping drivers and passengers safe, and ensuring the public feel confident using point to point transport vehicles.

Contact tracing continues to play a vital role in helping to stop the spread of the virus and keeping the community of NSW COVID Safe.

 Vehicle Sanitisation Stations

The Point to Point Transport Commissioner and Transport for NSW are rolling out government-funded, complimentary vehicle sanitisation stations at locations throughout metro and regional New South Wales.

This is a complimentary service for all point to point transport vehicles entitling them up to two sanitisations, per vehicle, per day to help reduce the spread of illness and assist with maintaining driver and passenger safety.

Visit your nearest vehicle sanitisation station: https://www.pointtopoint.nsw.gov.au/safety-and-compliance/vehicle-sanitisation-stations 

How to clean your point to point transport vehicle: https://www.pointtopoint.nsw.gov.au/sites/default/files/media/documents/2020/COVID-19_How_to_clean_your_P2P_Vehicle_Printready_A4file_NOcrop_bleed.pdf

Areas of the vehicle Drivers should focus on when cleaning include: Door handles both internal and external; Internal grab handles above doors; Seats and headrests; Seatbelts; Window control; Centre console; Cup holders; Dash; Buttons and radio; Payment terminal; Steering wheel; and Boot lid and handle.

DiDi’s AI Health Guard Check

Driver Partners in Victoria must verify that they are wearing face masks to go online and accept requests. Face masks are also required for all riders, and riders and drivers will be able to cancel without penalty if a driver/rider is not wearing a face mask.

Before going online

You will need to pass a Health Guard Program check in the DiDi app every time you go online – this involves wearing a face mask and uploading a selfie. To get the best results, ensure you are taking a photo with plenty of natural light.

While online

Drivers and riders must wear a face mask while ridesharing. To keep our community safe, you could be suspended if a rider reports you during a passenger transport service for not wearing a face mask.  You may also be issued a $200 fine from Victoria Police for not wearing a mask.

Preventive Suspension Measures

To protect our ridesharing community, we are preventatively suspending accounts of both Driver Partners and Riders who have shown symptoms of COVID-19.

This includes those that have been asked to self-isolate by a public health authority or those that have self-reported or been reported by a public health authority as testing positive.

 

DiDi COVID-19 Global Relief Fund

DiDi has created a US $10 million Global Relief Fund to support Driver Partners who are affected by COVID-19.

The fund will be available to DiDi Drivers in Australia and New Zealand who either test positive to COVID-19, undergo compulsory isolation or are temporarily suspended from the DiDi Driver app due to COVID-19.

To receive the one-off payment, drivers will need to meet certain eligibility criteria and provide evidence from a public health authority. Only drivers in Australia who have completed at least one trip on or after 1 March 2020 or only drivers in New Zealand who have completed at least one trip on or after 2 November 2020 may apply.

Confirmed COVID-19 cases:

Driver Partners who have a confirmed diagnosis of COVID-19 will be paid a one-time payment of an amount equivalent to the daily average of their net income generated exclusively through the DiDi driver app during the first calendar quarter of 2021 multiplied by up to a maximum of 28 days.

Compulsory self-isolation:

Driver Partners who have been requested to undergo compulsory self-isolation by a public health authority will be paid a one-time payment of an amount equivalent to the daily average of their net income generated exclusively through the DiDi driver app during the first calendar quarter of 2021 multiplied by up to a maximum of 14 days.

Preventive suspension:

Driver Partners who have had their account suspended due to information provided by a public health authority about a driver’s potential exposure to COVID-19 will be paid a one-time payment of up to an amount equivalent to the daily average of their net income generated exclusively through the DiDi driver app during the first calendar quarter of 2021 multiplied by the number of days the driver’s account was suspended, to a maximum of fourteen 14 days.

 

Application Process

  1. i)                   For Driver Partners who drive for DiDi in Australia

To receive compensation, you need to provide evidence of the diagnosis or direction to self-isolate from a public health authority, direction if you are a close contact from a public health authority, and you need to have completed a minimum of one trip on or after 1 March 2020.

 

  1. ii)                 For Driver Partners who drive for DiDi in New Zealand

To receive compensation, you need to provide evidence of the diagnosis or direction to self-isolate from a public health authority, and you need to have completed a minimum of one trip on or after 2 November 2020.

 

Where we receive confirmed information from a public health authority, we are suspending accounts of both riders and Driver Partners who have shown symptoms of COVID-19. This includes those that have been asked to self-isolate by a public health authority or those that have self-reported or been reported by a public health authority as testing positive.

If you believe you qualify, you can now access the new application portal in the DiDi Driver app. 

Start your application in the DiDi app > Service Centre > Driver Relief Fund.

Mental Health Services

If you are experiencing stress or anxiety as a result of COVID-19, please seek help. 

Many organisations offer advice and tips on how to look after your mental health as well as providing free support by online chat, phone or email. 

Lifeline Australia

Crisis Support and Suicidal Prevention 13 11 44 or www.lifeline.org.au

Beyond Blue

1800 512 348 or www.beyondblue.org.au

Headspace

1800 650 890 or www.headspace.org.au

Black Dog Institute

02 9382 2991 or www.blacdoginstitute.org.au

NSW Mental Health Line

1800 011 511 or www.health.nsw.gov.au 

Call 000 if someone is at immediate risk or harm 

DiDi Support 24/7

Our team is available 24/7 to assist you via email at help.driver@au.didiglobal.com

Thank you for your continued support and for driving safe and kind during this time.