DRIVA ONLINE – Driver Partners Code of Conduct Terms Policy
1. COMPLIANCE WITH ALL LAWS, REGULATIONS, POLICIES AND GUIDELINES
(a) You shall comply with all traffic laws, regulations, rules, policies and guidelines as well as this Code and any further guidelines that may be issued by the Company from time to time.
(b) It is your sole responsibility to ensure that your Private Hire Car Drivers Vehicle Vocational Licence (PDVL) or equivalent in your respective country is valid and current. You are required to have your PDVL or the equivalent with you AT ALL TIMES and shall produce it for inspection to the Company’s Enforcement Team upon request.
(c) You shall ensure that your vehicle has been affixed with the necessary decals as required by the local laws and it is your responsibility to constantly check that the decals have not been tampered with or defaced. Please report to the Company immediately when you discover that the decal has been tampered with or defaced.
(d) You have the responsibility of ensuring that your vehicle is covered with current and valid commercial motor vehicle insurance, which meets the requirements of the Motor Vehicles (Third-Party Risks and Compensation) to insure against third-party liability risks, including death and bodily injury to passengers. You are required to inform the Company immediately if your commercial insurance ceases to be valid. You understand that offering private hire car services without valid commercial insurance is an offence that is punishable by a fine and or imprisonment and that offenders will be disqualified from holding or obtaining a driving licence.
(f) As part of the Company’s continuous effort to improve service delivery to the passengers and ensure full compliance with all applicable laws, regulations and Company’s guidelines including this Code, the Company’s Enforcement Team will conduct random checks on drivers. You are required to co-operate courteously and comply with the reasonable requests from the Enforcement Team.
(g) You are prohibited from taking part in any illegal demonstrations against the Company, being a member of an unregistered association, incite other drivers not to use the DRIVA application, boycott or threaten to boycott the DRIVA application or any other acts that may be construed to be against the interests of the Company.
(h) You agree not to be involved in any activity that may impair or degrade the reputation of the Company and/or causes disruption to the Company’s operation or conspire with other drivers or any third party with the intention to commit the aforesaid acts.
(i) You are strictly prohibited against committing any acts with the intention to cheat or defraud the Company whether via any ‘Promotions’ or otherwise which may cause the Company to suffer losses.
(j) You shall not harass/threaten any DRIVA Online Staff within the premises or over the telephone. Acts of harassment such as asking for mobile numbers, stalking or taking photos will result in disciplinary actions or legal prosecution.
(k) The Company may also use and process your data for marketing purposes such as:
- To send you alerts, newsletters, updates, mailers, promotional materials, special privileges, festive greetings from DRIVA Online, its partners, sponsors or advertisers;
- To notify and invite you to events or activities organized by DRIVA Online, its partners, sponsors or advertisers;
- To process your registration to participate in or attend an event or activity and to communicate with you regarding your attendance at the event or activity;
- To share your Personal Data amongst its subsidiaries, associate companies and jointly controlled entities as well as with its agent, vendor, supplier, partner, contractor or service provider who may communicate with you to market their products, services, events or promotions.by way of post, telephone call, short message service (SMS), by hand and/or by email.
2. PROFESSIONAL AND QUALITY SERVICE
(a) You shall provide safe and clean transportation to all passengers. The safety and comfort of passengers and drivers on the DRIVA Online platform is of utmost priority.
(b) The Company does not tolerate any consumption of drugs or alcohol by drivers while using the DRIVA Online platform. This is against the law and a serious violation of the Company’s safety policy. Further, illegal substances and open containers of alcohol are not permitted in drivers’ vehicles. If a passenger believes a driver may be under the influence of drugs or alcohol, he or she has the right to end the trip immediately and alert DRIVA Online customer support
(c) You are prohibited from having or keeping weapons of any kind or description in your vehicle or on your person for any reason whatsoever.
(d) The Company takes a serious view on reckless driving which endangers passengers and/or other road users and this includes:
- Driving against the direction of traffic
- Failure to comply with speed limit
- Failure to conform with traffic light
- Using your mobile phone without any hands free kit while driving
- Failure to use the indicator signal prior to changing lanes or turning into a junction
- Breaches of any other traffic laws
(e)You shall always be properly and decently attired (at a minimum, you shall wear long trousers and covered shoes) and exhibit good mannerism as well as communicate with your passengers politely. In case of our ambassador drivers we will provide DRIVA Online uniforms.
(f) You are prohibited from driving without any valid license, insurance policy and/or business licenses or permits required to provide transportation for hire.
(g) We recommend that you always remind your passengers to wear a seatbelt (or helmet as the case may be) while riding in your vehicle.
(h) Avoid violent and aggressive behaviour at all times. With safety and security as its key pillar, the Company does not condone any form of violence or aggression. Drivers must not exhibit aggressive behaviour, including getting into verbal disputes with passengers, using vulgarity or insinuation or making threats or physical blows with the passenger. In the event of the situation getting out of hand, never take matters into your own hands or escalate the tension (i.e. harass or make threats whether the ride is ongoing or has ended). Always choose to report the case to the Company as soon as possible. We aim to serve all parties impartially and will take such actions as appropriate.
(i)You are strictly forbidden from committing any form of sexual offence, including making lewd comments/ texts, sexual harassment, unwanted physical contact, unlawful restraint, drugging, molestation and rape. These are criminal offences under the law and a serious violation of the Company’s safety policy. Offenders will be prosecuted against the law.
(j) Bear in mind that harassment differs according to societal and personal norms — commenting on appearance, asking overly personal questions and infringing into personal space are generally deemed inappropriate. We urge you to be mindful of other users’ privacy and personal space. Texting or calling your passengers outside of professional grounds is both a form of harassment and a breach to his or her entitlement to personal security and data protection.
(k) As a responsible transport provider, you are encouraged to provide assistance to handicapped passengers especially when entering or alighting your vehicle.
(l)You shall accede to reasonable requests from your passengers such as increasing or lowering the air-conditioning and radio volume. You may help passengers with their luggage if your physical ability permits.
(m) With regards to visually impaired passengers who are accompanied by their guide dogs, you are encouraged to accept such bookings if it doesn’t offend the tenets of your religion.
(n)Knowledge of traffic conditions such as road constructions, major accidents or outdoor events which may delay a trip is deemed an advantage in your work and you are encouraged to always be alert to such developments. Do inform your passengers if you are running late.
(o) In the event your passenger leaves behind his/her belongings (including cash) in your vehicle, you are required to:
- notify the Company within 4 hours of discovery; and
- return the same to the passenger concerned or to the Company within 48 hours of discovery.
(p) Honour a booking you have accepted. This is very important in building passenger confidence and encourages more passengers to use our platform. More passengers means more jobs for drivers as a whole. You are also advised to press ‘pick-up’ and ‘drop-off’ button only when the passenger is on board and when the passenger has alighted from your car respectively.
(q) Do not transfer a job to other drivers or any other person. If you are unable to pick up a passenger due to an emergency, please inform the passenger immediately before cancelling the booking. You are strongly encouraged not to cancel jobs except in an emergency (e.g. car breakdown)
(r)Wait for your passenger to arrive at the pick-up point. Driving off without waiting for them provides a very negative experience for your customer. Please call your passenger after waiting for at least 2 Minutes to confirm if they still require a ride. Please inform the passenger and our Customer Service if you are unable to wait further.
(r) You shall not refuse to provide services based on a person’s race, religion, nationality, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under law. This type of behaviour can result in termination of user access to the DRIVA platform. It is disrespectful to make derogatory or discriminatory remarks about a person or group whether or not the passenger belongs to the group.
(s) Do not set your own fares (e.g. charge per trip) as this may be considered as overcharging. Collect the correct fare according to the amount that shows on the app at the conclusion of the trip plus other charges as set by your respective companies, or the platform.
(t) Do not solicit passengers to make personal or extra booking arrangements. This goes against our principle of assigning the nearest vehicle to the passenger. You are also depriving your passenger from getting a vehicle in the most efficient way.
(u) Do not recommend other ride booking apps to your passengers. This practice is annoying and unprofessional to passengers.
(v) Passengers do appreciate honesty on the part of drivers. Hence, you shall provide your service that is based on this principle. Acts of cheating such as failing to give correct change for cash payment or taking a longer route than necessary (unless there is a valid reason for it or specifically requested by the passenger) is prohibited.
(x) You are strictly prohibited from contacting your passenger through any channel or platforms unless it is for purposes related to the job booking made by such passenger.
More Terms and Conditions:
(a1) You must not have another person inside the car during the time operating as a DRIVA Online driver.
(b1) Respect your passenger’s privacy. You MUST keep confidential all your passenger’s personal information (i.e. name, mobile number and address) that comes into your possession. Do not disclose or share any of your passenger’s personal information with anyone, whether your friends or family members, or other passengers, drivers or members of the public.
(c1) You shall not ask passengers to change payment method after accepting a job (Eg: Asking passengers to pay by cash instead of credit card)
(d1) You must only use the vehicle that corresponds to the vehicle description which has been provided by you to the Company for provision of the transportation services.
(e1)Minimum credit wallet top up amount via all channels (Expresspay, Mobile Money transfer from cash wallet, etc) is $10 or the local currency equivalent rounded off. EG: $10 is equivalent to Ghc 50 (Ghanaian cedis) . Any actions of manipulating the assignment system will be deemed abuse of the system and may result in your access being terminated.
(f1) Drivers are expected to achieve minimum performance levels on Acceptance Rate, Cancellation Rate, and Driver Ratings in order to receive bookings on the DRIVA platform. Acceptance Rate cannot fall below 40%. Cancellation Rate cannot exceed 10%. Driver Ratings cannot fall below 4.2
3. EMERGENCY PROCEDURE
(a) When you are faced with a situation that requires immediate emergency attention, please call the emergency service number in your area. Once all parties are safe and the situation has been handled by the authorities, please then notify the Company promptly so we may assist and take appropriate action as needed, including cooperating with law enforcement.
4. CONTINUING TRAINING AND IMPROVEMENT
(a) At the Company, we are committed to continual improvement to service standards. Drivers are to be open to feedback and further training.
(b) The Company implements a two-way passenger and driver feedback system, as well as a mystery passenger audit system. We also enforce continual evaluation of a driver’s suitability and performance and provide feedback accordingly. In most cases, we aim to work together with the driver via feedback sessions, training events, workshops and audits etc. Results from these efforts depend on receptivity of the driver.
(c) You are required to attend the training sessions that are arranged by the Company or its agents unless you are faced with an emergency or due to other unavoidable reasons. In such situations, replacement sessions may be arranged at a later date.
(d) The Company maintains a zero-tolerance policy regarding all infringements and violations of this Code of Conduct and the Driver acknowledges that this may result in suspension or termination of user access to the DRIVA platform.
Last Updated November 2018