Legal – Driver Suspension and Disqualification Policy

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As part of our commitment to safety, we may temporarily suspend or permanently disqualify drivers by deactivating a driver’s account. However, we recognise this may have a significant financial impact on drivers and so we have created a Driver Suspension and Disqualification Policy to provide guidance and allow drivers to clearly understand when and why we would suspend or deactivate a driver’s account. The policy isn’t intended to capture every possible reason for deactivating a driver’s account. The policy provides a useful guide on the standards and expectations we have of drivers and the circumstances and behaviours that may result in suspension or disqualification as a driver.

This policy may be updated from time to time. Where changes are made, we will notify drivers of those changes accordingly.

1. Quality of service

We expect a high quality of service from our drivers. A driver may be suspended or disqualified for poor service.

(a) What do we mean by poor service: We measure quality of service using two important metrics: passenger ratings and cancellation rates.

(i) Passenger ratings: Passengers are able to rate drivers after every trip with a rating of ‘good’ or ‘bad’.

(ii) Cancellation rates: The DiDi Australia driver app and platform calculates the cancellation rates of drivers. The cancellation rate refers to the ratio of requests accepted but cancelled by a driver to requests accepted. For example, if a driver accepts 10 requests, and only completes 5, the cancellation rate is 50%. 

(b) When a driver’s account may be deactivated: We may suspend or deactivate a driver’s account based on poor service, as reflected in poor passenger ratings or high cancellation rates. We consider such deactivation is necessary as negative ratings and cancelled journeys affect passengers’ interests and may affect DiDi Australia’s reputation.

2. Safety

The safety of all users of our service is our top priority. Our platform and software reflect this commitment to safety and allow us to record trips in real time.

To ensure the safety of our passengers and drivers, we investigate all safety related incidents or allegations. In accordance with our Complaints Handling Policy published on our website, DiDi Australia will assess each complaint received and determine the most appropriate response. If our investigations reveal that the driver was at fault, the driver’s account may be deactivated depending on the seriousness of the safety related incident or allegation. In some cases, we may temporarily suspend an account while our investigation is taking place.

While we cannot detail every safety issue which may lead to a driver’s account being deactivated, below are a few examples we consider important.

(a) Drug and alcohol use

We will not tolerate the use of drugs or alcohol by drivers while using the app or driving a passenger or drivers providing transportation services to passengers while under the influence of drugs or alcohol. We have a zero tolerance approach to drug and alcohol use and may suspend or deactivate a driver’s account if the driver is using or has used drugs or alcohol while using the app or while driving a passenger, or if we receive complaints from passengers of drug or alcohol use. 

(b) Compliance with road laws, regulations and rules 

All drivers who use the app are required to comply with all laws, regulations and rules for road use in the relevant jurisdiction at all times. We may suspend or deactivate a driver’s account if the driver is in breach, or may be in breach of any law, regulation or rule relating to road use in the relevant jurisdiction.

(c) General safety

We expect drivers to drive safely at all times, especially when providing transportation services to passengers. This is in addition to ensuring compliance with all laws, regulations and rules for road use. We may suspend or deactivate a driver’s account if we receive complaints from passengers about a driver not driving safely or acting in a manner which makes a passenger feel unsafe or has been reported to have engaged in dangerous driving by a passenger. This includes where we receive a complaint that the driver engaged in dangerous driving.

Where the driver has caused a serious safety issue or we believe may have broken the law then DiDi Australia reserves the right to report the driver’s behaviour to the police.

3. Discrimination

We are committed to providing a service that is welcoming and inclusive. We do not tolerate any form of discrimination in relation to a person’s race, religion, national origin, physical or mental disability, sexual orientation, sex, marital status, age or any other personal characteristic protected under any applicable law. We may suspend or deactivate a driver’s account if we receive any complaints about a driver exhibiting discriminatory behaviour.

4. Fraud and dishonesty

Fraudulent or dishonest behaviour in respect to our app is not tolerated.

(a) What do we mean by fraud and dishonesty: Fraud includes things such as deliberately increasing the time and distance for a trip, creating fake accounts or encouraging passengers to cancel their trips. Dishonesty includes things such as failure to provide accurate driver details, incorrect licence plate numbers or vehicle models and inaccurate profile pictures. 

(b) When a driver’s account may be deactivated: We may suspend or deactivate the account of a driver where there is any fraudulent or dishonest activity including but not limited to vehicle ownership, insurance and driving history.

5. Other unacceptable or unauthorised activities

We cannot provide an exhaustive list of situations or circumstances where we may deactivate a driver’s account as part of a suspension or permanently. We reserve the right to deactivate a driver’s account for any other unacceptable or unauthorised activity that occurs outside of our app and related to or directly impacting the provision of transportation services to passengers. This includes but is not limited to any breach of your agreement with DiDi Australia as a driver, the Driver Software Use and Licence Agreement or any of DiDi Australia’s standards, guidelines, policies, procedures, notices, terms or other requirements issued by DiDi Australia and applicable to drivers. Examples of other activity or conduct that might result in suspension or disqualification include illegal/anonymous pick-ups, requesting a passenger exit the vehicle after the passenger has met the vehicle or before the vehicle gets to the destination without a legitimate reason (such as the passenger acting unlawfully), harming DiDi Australia’s reputation or brand, discouraging passengers from using the DiDi Australia app and platform, breaching any of DiDi Australia’s policies or standards or soliciting payments from passengers outside of the DiDi Australia’s payment system.

6. Complaints

When DiDi Australia receives a complaint in relation to a driver or vehicle providing point to point transportation services, DiDi Australia will resolve the complaint in accordance with its Complaint Handling Policy published on our website.

7. Reserves the right to suspend or deactivate

DiDi Australia reserves the right at all times to suspend or deactivate a driver’s account at its sole discretion for any activity arising from or in connection with the DiDi Australia driver app and platform or the provision of Transportation Services.