This This Driver Suspension and Disqualification Policy (this Policy) is intended to serve as a guide to users of the DiDi Mobility (Australia) Pty Ltd ACN 623 144 963 in Australia and/or DiDi Mobility (New Zealand) Limited (company number 8037474) in New Zealand (individually and collectively (as applicable) DiDi) app and platform (DiDi App) regarding suspension or deactivation of a driver account.
2. Policy objectives
2.1 As part of our commitment to safety of passengers and security of transported packages, we may temporarily suspend a driver’s account, or permanently deactivate a driver’s account. However, we recognise this may have a significant financial impact and so we have created this Policy to provide guidance and allow drivers to clearly understand when and why we would suspend or deactivate a driver’s account. This Policy isn’t intended to capture every possible reason for deactivating a driver’s account. This Policy provides a guide on the circumstances and behaviours that may result in account suspension or deactivation.
2.2 This Policy is intended to help to maintain a service standard and protect DiDi’s reputation, for the mutual benefit of both DiDi and all drivers including you.
2.3 DiDi may from time to time revise and update this Policy. This Policy is published on our website accessible at https://newzealand.didiglobal.com/legal/. We encourage you to review this Policy regularly to ensure you are familiar with the current version. Where changes are made to this Policy, we will notify drivers of those changes accordingly.
3. Quality of service
3.1 Passengers and users of delivery of packages services (Users) expect a high quality of service from drivers who use the DiDi App. A driver’s account may be suspended or permanently deactivated for poor service provided to passengers and/or Users.
(a) What is poor service?: We measure quality of service using metrics such as passenger/User ratings, acceptance rates (AR) and completion rates (CR).
(i) Passenger/User ratings: Passengers/Users are able to rate drivers after every trip using a 5-star rating.
(ii) Completion rates: The DiDi App 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 completes 8 trips, the cancellation rate is 20%..
(iii) Acceptance rates: The DiDi App calculates the acceptance rates of drivers. The acceptance rate refers to the ratio of trips accepted to trips requests provided by the DiDi App. For example, if a driver received 10 requests, and accepts 8 trips, the acceptance rate is 80%.
(b) When a driver’s account may be deactivated: We may suspend or deactivate a driver’s account based on poor service provided to passengersand/or Users, as reflected in poor or low passenger/User ratings, high cancellation rates and/or low acceptance rates. We consider such deactivation is necessary as negative ratings and cancelled journeys affect passengers’/Users’ interests and may affect DiDi’s reputation. Protection of our reputation is important for both DiDi and the drivers who use the DiDi App and rely on it to earn an income.
4.1 The safety of all users of the DiDi App is our top priority. Our platform and software reflect this commitment to safety and allow us to record trips in real time.
4.2 To ensure the safety of our passengers and drivers and the security of transported packages, we promptly investigate all safety-related incidents or allegations. In accordance with our Complaints Handling Policy, DiDi will assess each complaint received and determine a response. If our investigations reveal that the driver was in any way at fault, the driver’s account may be suspended or 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.
4.3 While we cannot detail every safety issue which may lead to a driver’s account being suspended or deactivated, below are a few examples of what we consider relevant.
(a) Drug and alcohol use
We do not tolerate the use of drugs or alcohol by drivers while using the DiDi App, or drivers providing transportation services to passengers or delivery services for Users while under the influence of drugs and/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 and/or alcohol while using the DiDi App, while driving a passenger or delivering any package for Users, or if we receive complaints from passengers and/or Users of drug and/or alcohol use.
(b) Compliance with road laws, regulations and rules
All drivers who use the DiDi 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 or delivery services to Users. This expectation is in addition to drivers 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 and/or Users about a driver driving dangerously or otherwise not driving safely or a driver acting in a manner which causes a passenger or User to feel unsafe.
Where the driver has caused a serious safety issue, or we believe a driver may have broken any law, regulation or rule, DiDi reserves the right to report the driver’s behaviour to the police.
We are committed to facilitating access to passenger transportation and delivery services that are 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.
6. Fraud and dishonesty
Fraudulent or dishonest behaviour in respect to the DiDi 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, deliberately delivering packages to the wrong address, creating fake DiDi App accounts, theft or stealing any packages to be delivered or encouraging passengers or Users to cancel their trip. Dishonesty includes providing inaccurate 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. For more information, please refer to the Anti Fraud Policy accessible at https://australia.didiglobal.com/legal/.
7. Other unacceptable or unauthorised activities
We cannot provide an exhaustive list of situations or circumstances where we may suspend or permanently deactivate a driver’s account. We reserve the right to deactivate a driver’s account for any other unacceptable or unauthorised activity that occurs outside of the DiDi App and related to or directly impacting the provision of transportation services to passengers or delivery services to Users. This includes but is not limited to any breach of your agreement with DiDi as a driver, the Driver Software Use and Licence Agreement or any of DiDi’s standards, guidelines, policies, procedures, notices, terms or other requirements issued by DiDi and applicable to drivers. Examples of other activity or conduct that might result in suspension or disqualification include unauthorised pick-ups or pick-ups that contravene any terms of the Driver Agreement or policies referred to in the Driver Agreement, 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 (which reason could include a passenger acting unlawfully), leaving a package (as being delivered) in a public or non-secure location, harming DiDi’s reputation or brand, or breaching any of DiDi’s other policies or standards.
When DiDi receives a complaint in relation to a driver or vehicle providing passenger transportation services or delivery services, DiDi will investigate and seek to resolve the complaint in accordance with its Complaint Handling Policy accessible at https://newzealand.didiglobal.com/legal/.
7. Our right to suspend or deactivate
DiDi 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 App or the provision of services by the driver.
Last update: February 2021