Help Center

FAQ for riders and drivers.


Help Center DiDi Australia

FAQ Drivers

We asked riders what they appreciate most about drivers, here’s what they valued most:

  • When drivers are friendly and greet riders when they get in and out of the car

  • When drivers offer to assist riders with luggage, without having to ask

  • Riders really enjoy being offered treats such as chewing gum, water and charging cables during the trip

  • When drivers ask if riders have preferred routes or if they would prefer to follow the GPS

  • Clean and tidy cars with minimal odours —You can also find specific rider feedback in your app, under Account > Star Rating.

The following guidelines can also help you stay on top of your rating:

★ Social Cues on Cue

  • Always offer a friendly greeting to riders

  • Keep conversations polite & appropriate

  • Extra tip: Ask riders if there is a radio station they prefer

★ Squeaky Clean Wheels

  • Keep your vehicle clean and free of strong smells

  • Ensure essential functions are working properly

★ Smooth, Safe and Responsible Driving

  • Always follow the speed limit and road rules

  • Ensure riders wear their seatbelt

  • Take regular breaks and avoid fatigue

★ 5-Star Service, 5-Star Rating

  • Arrive at the pickup point on time

  • Check with riders for their preferred route

  • Remind riders to take their belongings 

  • Notify riders of any necessary tolls or fees

To upload or update your documents, tap the driver icon on the top-left of the screen > Documents.

Please note: the documents required for registering with DiDi depend on state regulations you’re registering in. 

The answer is yes! Driver-partners are able to drive in other cities of the same state. This means that you can only drive in the state which you are registered in. For example, if you are registered in QLD, you can drive in multiple cities of QLD.

Once your DiDi registration is approved, you’ll automatically be sent a DiDi Welcome Kit to your address (if you have provided one). Please allow 3-7 business days to receive your Welcome Pack. 

The Welcome Kit includes DiDi vehicle stickers and referral cards customised with your referral code. Most states and territories’ regulations require that you display signs indicating that the vehicle is being used to provide passenger services. Penalties may apply if you do not comply with such requirements. 

When you’re running low on your DiDi referral cards or you think it’s time for a new vehicle sticker for your windscreen, you can order more with the link listed below: https://d.didiglobal.com/orderform.

To update your bank account details, tap $ on the upper-right corner of the homepage, then tap Balance > Bank Account Information and enter your bank details. Please ensure all of your details are correct, then tap Submit!

If you’re yet to add a bank card, simply tap $ > Add Bank Card.  

To update your account information, tap Account > your profile picture > your name. You can update your name and profile picture here. 

To update your mobile number, password and email, tap Account > Account Details > Update Account Info 

To update your car details, follow the same steps and tap My Vehicle.

Your Weekly Earnings are deposited into your chosen bank account every Monday and should be available on the same day. If a public holiday falls on a Monday, your Weekly Earnings will be deposited the following day (Tuesday).

If you still haven’t received your earnings (and it isn’t a public holiday), we recommend doing the following steps: 

  1. Ensure your bank details are correct

  2. Contact your bank to ensure your account status is “normal” (not closed or frozen)

Once you’ve corrected your bank details, your Weekly Earnings will be deposited into your account as soon as possible. If you’re still unable to receive your earnings, please reach out to our Customer Support team for assistance.

Your payment may be withheld if we detect dishonest or fraudulent behaviour that breaches our policies. Such behaviour includes, but is not limited to, abusing DiDi’s offers and rewards system, or holding duplicate accounts.  

To view your trip earnings, tap the ‘$’ in the upper-right corner of your screen. Here, you can view your daily and weekly earnings. You can also tap Balance, My Trips or Referral Rewards for more details!

Your Weekly Earnings are calculated over a one (1) week period: from Monday 00:00 to Sunday 23:59. The amount is then deposited into your chosen bank account the following Monday and should be available on the same day. However, if a public holiday falls on a Monday, your Weekly Earnings will be deposited the following day (Tuesday).

Please note: your total Weekly Earnings are subject to the relevant taxes, DiDi’s Services Fee and any applicable fees. To view a detailed fare breakdown of every trip, please head to Trip History > Fare Details.

We may offer driver-partners a variety of rewards to boost their earnings. You can check the latest reward offerings in Notifications on the homepage, or by heading to Trip List on the Earnings page. 

Please note: to redeem any of our offers, you may need to meet certain requirements. This includes, but is not limited to, maintaining a high Acceptance Rate (AR), Completion Rate (CR) and Star Rating. 

For more info on specific rewards and how they work / how they’re paid, please view the relevant reward page.

Upfront Fares are available in all cities where DiDi operates and have been introduced to give riders certainty (up to a certain point) of the price they will pay for their trip. Please keep in mind that Upfront Fares don’t account for additional stops, change of destination or unexpected detours. If the actual trip varies significantly from the estimated Upfront Fare, the fare will be adjusted accordingly. We’ll still be calculating Real-Time Fares during trips to ensure that any unexpected detours / peak-hour traffic will result in an updated fare for the rider. We’ll also be constantly monitoring trips to ensure that all fare changes are fair for both riders and drivers. 

Dynamic Pricing applies during periods of high demand. This means your rider’s trip fare may be slightly higher than usual and ensures that there are enough drivers to accept trip requests during this time. You’ll be able to tell this by the multiplier that is added to the Base, Time, Waiting and Distance Fares. 

Please note: fees such as Airport Fee, State Government Transport Levy, CTP Fee, Booking Fee, GST and tolls aren’t subject to the Dynamic Pricing Multiplier.

To avoid any confusion, you can check your trip details before you accept the trip (Request > Dynamic Pricing) and after the trip (My Trips > Dynamic Pricing).

Each time you drive through a toll during a trip, the toll fee amount is automatically added to the trip fare. 

If you find you are missing a toll amount, please contact Customer Support and provide us with the following details:

– The trip you are missing a toll from 

– The toll name 

– The amount missing

If we determine that a toll amount was missing, we’ll add this toll to the next payment cycle and this will reflect in your payment statement (under ‘Other’). 

Fares are calculated by the following:

  • Base Fare: a flat fare charged once the rider enters the car and you start the trip.  

  • Distance Fare: a fare that is charged based on the distance travelled. This fare may vary depending on the city and the threshold distance. An extra charge may be applicable after a specific distance.

  • Time Fare: a fare charged for the duration of the trip (from pickup to drop off). This includes time your driver spent waiting for you and time spent in traffic. This includes the time your driver spent waiting for you and time spent in traffic, etc and may vary depending on the city.

  • Short Distance Fee: applicable to trips that are less than 7 km (Brisbane and Geelong only).

  • GST / other relevant taxes. 

Other charges may include:

  • Tolls

  • State Government Transport Levy

  • Waiting Fees

  • Cancellation Fees

  • Changes to the Base Fare because of Dynamic Pricing periods

To view a detailed fare breakdown of every trip, please head to Trip History > Fare Details.

We understand it can be frustrating when your trip is cancelled by a rider. That’s why we’ve got Cancellations Fees in place to keep things fair for all our users. Each city has its own cancellation rules. For details, please visit our Cancellation Policy in the DiDi Driver app > Account > Settings > Legal. 

If you believe you’re missing a Cancellation Fee, please reach out to us by tapping your profile picture > Service Centre > Fare Related > Contact Us > Email Customer Support.

If a rider makes a mess / damages your vehicle and this prevents you from accepting further trip requests, you can request a Cleaning Fee to help cover the cost of cleaning. Please note: if the rider has a valid reason for disputing this fee, then you may not be able to receive the Cleaning Fee.

To request a Cleaning Fee, please contact Customer Support and provide us with all of the following information:

  1. The trip details

  2. Photos of the mess / damage (these must be taken from multiple angles)

  3. A photo of you with the mess / damage while holding your driver’s licence

  4. A photo of the cleaning receipt from a professional cleaning company (must be provided within 7 days and include a valid ABN)

 

Once we’ve received all of the information, we’ll determine the severity of the mess / damage based on the following criteria:

  • $40.00 — Moderate Mess / Damage: This may include moderate spills, stains or smudges caused by food, liquid or other substances.

  • $80.00 — Major Mess / Damage: This may include major spills, stains or smudges caused by food, liquid or other substances.

  • $150.00 — Severe Mess / Damage: This may include severe spills, stains or smudges caused by food, liquid or other substances.

 

Important: the amounts shown above represent the maximum amounts that can apply. The Cleaning Fee amount will be based on the extent of the mess / damage and will correspond with the amount shown on your cleaning receipt (to the extent that the invoice amount doesn’t exceed the maximum limit). We’ll also review your trip history to verify that you were unable to continue accepting trip requests as a result of the mess / damage. If the rider lodges a dispute, or you request multiple Cleaning Fees, we’ll review the situation carefully. Please keep in mind that attempting to obtain a Cleaning Fee by dishonest or fraudulent means is against our Anti-Fraud Policy and may result in account suspension / deactivation.

How do they work?

Dynamic Cancellation Fees are calculated based on the distance and time travelled by the driver to reach the intended pickup point.

We’ve created this feature to compensate drivers affected by cancellations more fairly.

 

THE RANGE OF CANCELLATION FEES: 

DiDi Express Ride: $7.00 – $12.00

DiDi Max Ride: $9.00 – $12.00

 

This means that if a cancellation occurs, instead of receiving a flat rate, you may be compensated a fee that better reflects your efforts. Please note, 100% of all cancellation fees go directly to drivers.

You can sign up through the DiDi-Driver app, which you can download through the Apple Store or Google Play Store.

  1. Sign up with your phone number and email address. Enter your basic information and ABN number. Make sure you are GST registered.

  2. Upload the required documents for your state (please see the details in Document Requirements below).

  3. It takes up to 3 business days to review the uploaded documents. Once approved, your account will be active and you can log in to start driving.

While signage requirements differ across each state and territory, drivers must ensure that they comply with the signage requirements applicable to their particular area of operation.

In order to assist drivers with their obligations, DiDi provides the required number of removable window stickers with pre-approved DiDi logo (“DiDi signs”). The DiDi signs are retroreflective, in a square shape and at least 146mm x 146mm in size. If needed, drivers can request additional DiDi signs at one of our Driver Hubs or by contacting us directly.

Please note: it is the driver’s responsibility to ensure that the DiDi signs are properly displayed as required by the local regulations. Drivers who fail to comply with the regulatory requirements may be subject to a penalty imposed by local authorities. DiDi will not indemnify any driver for any penalties issued to the driver in relation to the driver’s failure to comply with the relevant signage requirements.

Drivers should carefully review the relevant sections below for the specific requirements applying to them. Please review this section regularly as DiDi may amend these guidelines from time to time to reflect the legislative and regulatory updates. For further and latest information on the relevant regulatory requirements, please refer to the website of the Commercial Passenger Vehicles Victoria (“CPVV”). Drivers can obtain the CPVV sign from their website.

Victoria By way of guidance, drivers must ensure that:

  • At least one DiDi sign or CPVV sign is displayed;

  • The DiDi sign or CPVV sign displayed is incapable of being removed by a person seated in the driver’s seat of the vehicle; and

  • The DiDi sign or CPVV sign is clearly visible from the outside of the vehicle.

Tip: Apply the DiDi sign or CPVV sign on the rear windscreen

Drivers must also ensure that, whenever they use their vehicle for purposes other than providing transportation services to passengers using DiDi’s App (ie when you are not logged into DiDi’s App), they remove all DiDi signage from the vehicle.

To download the DiDi app and get started, simply follow the steps below:

  1. Head to the App Store or Google Play and search for ‘DiDi Driver’

  2. Download and install the DiDi Driver app

  3. Open the app and register using your details

Once you’ve submitted your driver application, please allow 3-5 business days for us to review your application. If you wish to enquire about your application, please wait until after this time to do so.

We strive to ensure the safety and comfort of everyone using our platform. For this reason, all vehicles registered with DiDi must be:

– In excellent working condition (with functioning windows and air conditioning)

– Free from cosmetic damage and commercial branding

– A 4-door car / van

– No more than 8 seats (including the driver’s seat)

– Able to pass annual vehicle inspection

– Registered in the state where the vehicle is driven

– Registered as a Commercial Passenger Vehicle (CPV). Please note: the driver does not need to upload this document.

– Covered by Compulsory Third Party (CTP) insurance. Please note: the driver does not need to upload this document.

Once you’ve submitted your driver application, please allow 3-5 business days for your account to be registered. If you wish to inquire about your application, please wait until after this time to do so.

If your registration was unsuccessful, you’ll be notified of the reason via SMS. If this happens, you can view any declined material and re-submit any new / valid documents for our team to reassess.

Common reasons your registration may be unsuccessful include:

– Submitting invalid or expired documents / certificates

– Not submitting all the required documents / certificates

– Providing inconsistent or false documents / certificates

– Providing incomplete documents

– Providing blurry / unclear documents where details cannot be seen

To ensure a smooth registration process, we recommend you double-check all of your documents before submitting.

The Australian Taxation Office (ATO) expects all rideshare driver-partners to have an Australian Business Number (ABN) and register for GST. Please note: having an ABN doesn’t mean you’re automatically registered for GST. Additionally, we’re unable to issue GST compliant tax invoices on behalf of driver-partners who don’t upload an ABN.

To obtain an ABN and register for GST, you can complete the process online through the Australian Business Register (ABR). You can also register your ABN for GST through their website (please ensure you have your Tax File Number (TFN) handy). If you accidentally miss this step, you can always register your ABN for GST by following the online prompts or contacting the ABR directly.

When completing the ABN registration process, your tax agent may recommend using ‘ride-sourcing’ as your business description. You can also use the following categories:

– 46239 Road Passenger Transport

– 46231 Taxi Services

 

To apply for an ABN and/or GST please use the following links:

Apply for your ABN – 

https://abr.gov.au/For-Business,-Super-funds—Charities/applying-for-an-ABN/

If you already have an ABN, you can register for GST here –

https://www.ato.gov.au/Business/GST/Registering-for-GST/

For more info, see the Australian Taxation Office website here –

 https://www.ato.gov.au/General/Ride-sourcing-and-tax/In-detail/Ride-sourcing-drivers—What-you-need-to-know/

See info on ridesharing from the ATO here –

 https://www.ato.gov.au/general/ride-sourcing-and-tax/

 

For more information on applying for an ABN or GST, you can contact the ATO on 13 72 26.

You’re required to submit a current commercial passenger vehicle inspection report. A vehicle inspection report must be less than 12 months old as this is required annually. 

Car requirements and inspection procedures vary from state to state. Please visit see the following websites for more information: 

NSW:

https://www.rms.nsw.gov.au/business-industry/public-passenger-vehicles/index.html

QLD: 

https://www.qld.gov.au/transport/buying/vehicleinspection/periodicinspection/about

VIC: 

https://www.vicroads.vic.gov.au/registration/vehicle-modifications-and-defects/written-off-vehicles/the-vehicle-identity-validation-viv-inspection

WA: 

https://www.transport.wa.gov.au/licensing/get-a-vehicle-inspected.asp

SA:

https://www.sa.gov.au/topics/driving-and-transport/industry-services/taxi-and-passenger-transport/Operator-Accreditation

ACT:

https://www.accesscanberra.act.gov.au/app/answers/detail/a_id/83/~/motor-vehicle-inspections

We often hold meet up events in the cities where we operate.These support events are held for driver-partners interested in signing up to DiDi or seeking face-to-face support.

To find out where and when future DiDi Driver Meet Ups will be held, follow us on our DiDi Australia Driver Facebook page.

To change your driving preference, head to the homepage > tap the icon at the bottom-right > select ‘Set Mode’. You’ll then be able to set Point-to-Point trips or Back-to-Back rides. 

Why do I need to maintain a high Acceptance Rate (AR)?

At DiDi, we believe a high AR provides our riders with a reliable ridesharing service. Your AR is calculated on a daily basis and may decrease if you: 

– Exceed a trip request’s response time

– Skip or decline a trip request

Please note: your AR will not be affected if the rider cancels the trip request within the request’s time limit. 

 

What happens if I decline too many trip requests?

We understand that you may need to decline a trip request from time to time. However, please keep in mind that declining too many requests can affect riders’ experience. If you feel that you are unable to continue accepting trips, we recommend that you go offline. Please note: if we detect that you have declined or ignored too many requests in a day, we may place a temporary suspension on your account.

Why do I need to maintain a high Completion Rate (CR)?

At DiDi we believe a high CR provides our riders with a reliable ridesharing service. For this reason, we have set a minimum CR for each city in which DiDi operates. If a rider cancels the trip for one of the following reasons, your CR may be affected:

– You didn’t arrive at the pickup point on time 

– You didn’t make enough progress towards the rider / pickup point

– You started the trip before picking up the rider

 

What happens if my CR falls below my city’s minimum requirement?

Your Weekly Completion Rate (WCR) is calculated every Monday. If your WCR falls below the Minimum Requirement, you’ll receive a reminder. Your account may also be temporarily suspended. If your WCR is below the Minimum Requirement for four (4) consecutive weeks, your account will unfortunately be deactivated.

If rider demand is high in a particular place and time, you’ll be able to see areas of high demand in the app. This will help you receive more requests and increase your earnings.

When are high demand times?

As you’d expect, demand for transportation services increases on weekends, during peak hours and for special events. 

Where are areas of high demand?

To find High Demand Areas, simply head to the map in the DiDi app, this will show you the varying demand for rides across your city. The darker the red is, the more demand it indicates. You can also find rewards for certain areas in the DiDi app.

Why can’t I receive airport trip requests? 

To receive airport trip requests, you’ll need to accept the relevant terms and conditions of the Airport. You can find them in Settings > Legal. Once complete, you’ll be notified of any airport trips in the DiDi-Driver app.

Please note: always ensure you pick up a rider in the designated Rideshare Pickup / Holding areas.

 

Where are the Rideshare Pickup / Holding Areas located?

Most airports have their own designated area for rideshare services. Upon entering the airport area, simply follow the signs. If you have any trouble, we suggest viewing the website of the relevant airport for more details. 

 

What happens if I wait in the airport queue but only receive a short trip? 

After you receive and complete the short trip request, if you return to the airport within 12 hours you will be placed in a priority queue. Only drivers who have completed short trips will be placed in the priority queue.(Please note: short trip means that the actual traveled distance ≤12km)

 

Why did I lose my place in the queue?

If you leave the queue, you will automatically lose your position. We recommend staying in place to avoid losing your spot!

DiDi seeks to promote a safe and reliable ridesharing community. To achieve this, we have introduced some metrics such as the Star Rating system and a minimum requirement for your Acceptance Rate (AR) and Completion Rate (CR).

Behaviour which may affect your Star Rating / CR / AR and lead to your account suspension, includes, but is not limited to:

– Swiping Complete Trip instead of Cancel Trip

– Cancelling multiple trips after acceptance

– Declining multiple trip requests

– Starting multiple trips without picking up the rider

– Starting multiple trips before picking up the rider

– Completing multiple trips without picking up the rider

– Not swiping ‘Complete Trip’ after the rider has left the car

– Making unnecessary detours or stops

Generally, fully licenced drivers can only make a call if:

– Their mobile phone is in a secure commercially designed cradle fixed to the car

– Their mobile phone is operated without touching any part of the phone (e.g. Bluetooth or voice activation)

We always recommend that you follow local road rules and regulations when you’re driving and using the DiDi Driver app.

Once you’ve accepted a trip request, you can contact the rider via message / phone call. To contact your rider:

– Tap the PHONE icon to call 

– Tap the MESSAGE icon to send an in-app message

Please note: for privacy reasons, mobile numbers are kept anonymous for both riders and drivers. If the trip ended within the last 7 days, the rider can contact you directly through the self-help function in the app. Please remind your rider to take all of their belongings with them when the trip has ended! 

Point-to-Point trips allow you to limit your trip requests so that they are on the way to the entered destination. Every day, you’ll get 3 opportunities to set a Point-to-Point trip.  

To set a destination simply tap on the menu icon on the bottom right of the home screen. Tap ‘Set Mode’ and set your destination by entering an address. 

Tip: When you’ve finished for the day, set your home destination and DiDi will only show you trip requests heading in that direction.

Back-to-Back trips allow you to accept trip requests while finishing up another trip, meaning less waiting and more driving!

If you decline a request when Back-to-Back trips are enabled, your AR will not be affected. However, if you cancel a trip, your CR may be affected and you won’t be able to receive another Back-to-Back Trip request until your next trip.

If ever need to pause Back-to-Back trips, you can disable them on the Trip Details page.

Your safety comes first 

At DiDi, safety comes first. We’re continually improving our service and safety standards to provide our community with the best possible experience. 

Whilst you are on the road, it’s important that you feel at ease while driving. 

DiDi’s continued commitment to technological innovations ensure that we continue to enhance our safety features.

 

Exceeding local government regulations

DiDi enforces all local government regulations. 

All drivers must pass our background checks and document verification before being accredited to drive in the state they are driving in. 

There are driving hour limitations in the DiDi Driver app to combat driver fatigue.  

All vehicles must not exceed the set age of the state they are driving in and must pass an initial inspection and their annual vehicle inspection.  

 

Partnering up with law enforcement

DiDi cooperates with law enforcement agencies with all investigation matters. 

 

Community Guidelines

We want to look out for each and every member of the DiDi ridesharing community. 

The DiDi Community Guidelines assists in ensuring that drivers and riders are safe, respected and comfortable while using the DiDi app. 

 

Listening to the DiDi Ridesharing Community 

At DiDi, we are always looking for opportunities to improve.

We continually listen to DiDi drivers and riders to continuously improve our technology, innovation, service and user experience. 

 

How we handle safety incidents

We take all reports of safety incidents seriously. 

DiDi’s 24/7 Incident Response Team will assist you whenever you need them to make decisions that keep our ridesharing community safe. 

The DiDi Incident Response Team has been specifically trained to handle all types of cases with fairness, empathy and care. The DiDi Incident Response Team ensures that incidents are properly investigated with a thorough review and fair outcomes. 

 

Driver Safety Features 

The DiDi driver app has been built to help keep you safe so you can focus on driving up your earnings. 

From the moment you get online to when you reach your destination, you have access to our 24/7 Incident Response Team and over 10 in-built safety features.

While you are on the road it is important that you feel at ease while driving. 

 

Safety checks before every trip

Preview Destination before acceptance

Before accepting a trip you can preview the destination to make sure you know where you are going at all times. 

 

Preview Rider Profiles, Rating and Trip Frequency

View riders’ name, profile picture, ratings and trip frequency before accepting the trip 

 

Driver Fatigue Prevention 

8 hour breaks after every 13 hours of accumulative online hours.

 

Driver Facial Verification

Facial verification is used to secure your account against any unwanted activity. This matches a picture of you against your profile picture to make sure that it is you logging into your driver account and not someone else. 

 

TripChoice

Filter trips to female passengers only (available to female drivers only).

 

Safety checks during every trip 

Trusted Contacts and Share your trip 

Our live GPS tracking allows you to share your trip with Trusted Contacts. You can add trusted contacts to track your live location. This can be found in the Safety Toolkit. 

 

SOS Emergency Button 

With the tap of a button, you can quickly contact emergency services. Your live location details will also be shown in-app for easy reference. 

 

TripCheck 

If anything unusual is detected during your trip, we’ll check in on you when sudden stops and unusual turns are detected.

 

Safety checks after every trip 

24/7 Incident Response Team 

We want you to feel safe while driving. If you ever feel unsafe, get assistance from DiDi’s Incident Response Team 24/7. 

 

Anonymised Private Numbers

When a driver and rider contact each other regarding a trip, whether that be before or after, phone numbers will be anonymised to protect your contact details.

 

Unmatch with Rider

If you think that any of your riders were not up to standard, you can now unmatch with a particular rider so you will never receive a trip request from them again. 

 

Driving Safe and Preventing Fatigue

Driving for an extensive period without adequate breaks increases the risk of incidents or accidents related to fatigue. It is important to know the signs of fatigue and understand how you can better manage fatigue in the DiDi Driver App.

Common signs of fatigue

  • Excessive yawning

  • Heavy eyes

  • Stiffness or cramps

  • Microsleeps (sudden, uncontrollable episodes of sleep lasting up to 10 seconds).

 

How fatigue affects your driving?

Fatigue increases your chance of having an accident. It affects your driving by causing:

  • Slower reaction times while driving

  • Lack of concentration

  • Poor judgement while driving.

 

Research has shown that fatigue can have a similar effect on your driving performance as being intoxicated. 

Fatigue is one of the major causes of mortality on Australian roads. It is estimated around 20-30 percent of all fatal accidents in Australia happen because of fatigue or tiredness while driving.

Fatigue is not just extreme exhaustion, it also includes tiredness that affects the mental and physical ability to function while driving on the road. Fatigue reduces a Driver’s attentiveness and alertness to danger, slower reaction times while driving, and can lead to microsleep while being on the road.

 

Driver In-App Reminders

To help comply with our Safety obligations, the DiDi Driver App keeps you aware of how many hours you have spent online. The Fatigue Prevention feature will take you offline for 8 consecutive hours if you have been online for 13 cumulative hours. 

Your online time commences once you tap START in the DiDi Driver app and ends when you go offline. 

This includes: 

  • Time spent on a trip 

  • Time spent driving to pick up a rider 

  • Time spent waiting for a trip.

You can easily track your online time in the DiDi Driver app via Profile Picture > Account > Online Hours.

After 7 hours of online time, you will receive an in-app reminder to have a 30-minute rest. A 2nd in-app message will be sent to you when you reach 12 hours of online time as a final 1-hour reminder.

Once you reach the limit of 13-hours online, you will be automatically placed offline. You can track the start and finish time via the red banner in the DiDi Driver App. 

How is the refresh time calculated if I go online and offline at irregular times? 

Your online time commences when you tap START in the DiDi Driver app and ends when you go offline.

 

For example, if you are online for two (2) hours and offline for four (4) hours, your online time will continue accumulating from the previous record of two (2) hours. To reset your online time, you must go offline for 8 consecutive hours to rest. 

Safety and respect for all

Treat everyone in the DiDi community as you would like to be treated yourself: with respect.

The DiDi community is remarkably diverse and chances are you will encounter people who might not look like you or share your beliefs. Please respect those differences. 

This is important in maintaining a safe and enjoyable experience for both riders and drivers, and fostering an environment of mutual respect.

At DiDi, we believe that everyone should feel supported and welcomed when interacting with others in our community.

The actions you take while using the platform can have a significant impact on the safety and comfort of others. 

 

Courtesy matters

Be courteous and behave decently towards other people when using DiDi and interacting with others in our ride sharing community just as you would in any public place.

We know most riders show their drivers the respect and courtesy they deserve. Unfortunately, some riders do not show courtesy or good behavior whether it’s leaving rubbish behind inside the vehicle, throwing up in the back seat after too many drinks, or asking a driver to speed so they can get to a meeting on time. 

This kind of poor behaviour is not fair on the driver, which is why a Rider’s account may be suspended from the platform if a Rider has been found to have acted inappropriately or against DiDi’s community guidelines. 

For a comfortable ride, ensure that you regularly maintain good hygiene and clean your vehicles regularly. For DiDi COVID-19 Guidelines, click here.  

 

No place for aggressive, confrontational, or harassing behaviour 

Do not use language, make gestures, or take actions that could be disrespectful, threatening, or inappropriate. 

It is also a good idea to stay away from personal topics that can potentially be divisive, like religion and political beliefs. 

 

Help make a better journey

Everyone has a role to play in helping to create a safe environment and a better journey in the DiDi platform.  

If you experience any inappropriate behaviour, do report it. 

DiDi Incident Response Team is available 24/7.  

If you ever feel unsafe during a trip, tap the SOS button to contact emergency services. 

Discrimination 

In Australia, it is unlawful to discriminate on the basis of a number of protected attributes including age, disability, race, sex, intersex status, gender identity and sexual orientation, including education and employment. 

Australia’s federal Anti-Discrimination laws are contained in the following legislation and the Australian Human Rights Commission has statutory responsibilities under them:

Age Discrimination Act 2004

Disability Discrimination Act 1992

Racial Discrimination Act 1975

Sex Discrimination Act 1984

Australian Human Rights Commission Act 1986

The following legislation operate at a state and territory level, with State and Territory anti-discrimination agencies having statutory responsibilities under them:

 

 

No tolerance for discrimination

DiDi does not tolerate discrimination against Drivers or Riders based on race, religion, national origin, disability, gender identity or sexual orientation, marital status, age or any other characteristic protected under applicable Federal or State law.

 

Examples of discrimination: 

A driver intentionally refusing or cancelling requests solely for the purpose of avoiding a particular neighbourhood due to the characteristics of the people that are located in that area is not allowed.

A rider making comments in reference to the driver’s qualities or attributes that is intended to insult, disparage, or belittle the driver.

Should a rider or driver found to be in breach of discrimination laws or conducted behavior that is discriminatory, they will be suspended from the platform after completing a thorough investigation process.

 

Sexual Harassment

Sexual harassment is an unwelcome sexual advance, unwelcome request for sexual favours or other unwelcome conduct of a sexual nature which makes a person feel offended, humiliated and/or intimidated.

The Sex Discrimination Act 1984 (Commonwealth) defines the nature and circumstances in which sexual harassment is unlawful. It is also unlawful for a person to be victimised for making, or proposing to make, a complaint of sexual harassment to the Human Rights and Equal Opportunity Commission.

Examples of sexually harassing behaviour include:

  • unwelcome touching;

  • staring or leering;

  • suggestive comments or jokes;

  • sexually explicit pictures or posters;

  • unwanted invitations to go out on dates;

  • requests for sex;

  • intrusive questions about a person’s private life or body;

  • unnecessary familiarity, such as deliberately brushing up against a person;

  • insults or taunts based on sex;

  • sexually explicit physical contact; and

  • sexually explicit emails or SMS text messages.

 

Personal space and privacy should be respected

The following list provides examples of inappropriate conduct and are not limited to:

  • Do not ask personal questions (for example, about relationship status or sexual orientation)

  • Do not comment on appearance (for example, derogatory or “complimentary” comments)

  • Do not make explicit comments or gestures (for example, slurs or graphic or suggestive messages)

  • Do not flirt (for example, nonverbal, suggestive flirting or being too physically close)

  • Do not display indecent material (for example, sexually suggestive objects or pictures)

The above scenarios are common examples which breaches DiDi’s terms and policies, including DiDi’s community guidelines and may result in legal consequences. 

From September 2022, face masks are no longer mandatory in public transport including ridesharing services. This applies to Driver Partners and Passengers.

State and Territory Public Health Orders advice that if Driver Partners or Riders have a medical condition or a disability that requires them to keep their face uncovered, this is a lawful exemption of not having to wear a face mask.

A Driver or Rider does not have to wear a face mask if they have a medical exemption.

Medical exemptions include relevant medical conditions such as problems with breathing, a serious skin condition on the face, a disability, or a mental health condition such as asthma.

Face masks and face mask exemptions in State and Territory Public Health Orders is available on the Australian Human Rights Commission website.

To learn more, please visit: https://humanrights.gov.au/facemasks

Help keep one another safe

Everyone has a role to play in helping to create a safe environment in the DiDi platform.  

If you experience any inappropriate behaviour, do report it. 

DiDi Incident Response Team is available 24/7 at help.safety@didiglobal.com.

If you ever feel unsafe during a trip, tap the SOS button to contact emergency services.

Once you’ve reached 13 consecutive hours of online time, you’ll need to take an 8 hour break to rest before going online again. Your online time will reset automatically once you’ve taken this break.

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  

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

  •  Practice 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 meters away from others where practical. 

From September 2022, face masks are no longer mandatory in public transport including ridesharing services. This applies to Driver Partners and Passengers.

State and Territory Public Health Orders advice that if Driver Partners or Riders have a medical condition or a disability that requires them to keep their face uncovered, this is a lawful exemption of not having to wear a face mask.

A Driver or Rider does not have to wear a face mask if they have a medical exemption.

Medical exemptions include relevant medical conditions such as problems with breathing, a serious skin condition on the face, a disability, a mental health condition such as asthma.

Face masks and face mask exemptions in State and Territory Public Health Orders is available on the Australian Human Rights Commission website.

To learn more, please visit: https://humanrights.gov.au/facemasks

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.

 

Application Process

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.

 

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.  

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