This Anti-Fraud 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). It provides examples of the types of events that may be considered to be fraudulent and/or dishonest behaviour and provides guidance as to how such complaints or investigations may be addressed.
We treat all complaints or investigations of fraudulent or dishonest activity seriously and will take appropriate steps to address such complaints.
This Policy is intended to help to maintain a service standard and protect DiDi’s reputation, for the mutual benefit of both DiDi and the DiDi community including you.
Please be aware that the actions proposed in this Policy are for reference only. DiDi may, in its sole discretion, propose any other actions that are consistent with DiDi’s culture and policies, and reasonable in the circumstances.
In this Policy, a fraud case means a scenario where DiDi has determined that a driver, passenger and person who require delivery of packages (User) has engaged in dishonest or fraudulent conduct. Please be aware that this Policy is not intended to provide an exhaustive list of all fraudulent events.
Drivers should also be familiar with DiDi’s Driver Suspension and Disqualification Policy, Complaint Handling Policy, Delivery Rules and any terms and conditions applicable to any promotion. Passengers should also be familiar with the Delivery Rules and any applicable terms and conditions for any promotion
| No. | Events | Proposed Actions |
| 1 | Trip unpaid due to payment failure (e.g. insufficient funds, invalid cards, payment blocked by bank, etc.) | Payment to the driver will be suspended and the matter will be investigated by DiDi. Following the investigation: |
| 2 | Trip paid but triggered DiDi’s anti-fraud system and flagged for investigation (e.g. detected trip manipulation by one person creating dummy passenger/User/driver accounts, completing trip with related driver and passenger/User accounts, completing falsified trips, using third-party software or services to disrupt or manipulate the DiDi system, etc.) | Payment to the driver will be suspended and the matter will be investigated by DiDi. Following the investigation: |
| 3 | Trip unpaid but triggered DiDi’s anti-fraud system and flagged for investigation (e.g. detected trip manipulation by one person creating dummy passenger/User/driver accounts, completing trip with related driver and passenger/User accounts, completing falsified trips, using third-party software or services to disrupt or manipulates the DiDi system, etc.) | Payment to the driver will be suspended and the matter will be investigated by DiDi. Following the investigation: |
| 4 | Trip paid with a stolen credit card | Payment to the driver will be suspended and the matter will be investigated by DiDi. Following the investigation: |
| 5 | Trip paid but the system detected that the driver has deliberately increased the time or distance of the trip (and was not directed to do so by the passenger or User) | Payment to the driver will be suspended and the matter will be investigated by DiDi. Following the investigation: |
| 6 | Driver completed the trip without picking up the passenger or packages to be delivered | DiDi will return the payment to the passenger or User and will not provide any payment to the driver. |
| 7 | Trip paid but the driver started a trip before picking up the passenger or packages to be delivered, or delayed ending a trip after dropping off the passenger or packages | Payment to the driver will be suspended and the matter will be investigated by DiDi. Following the investigation: |
| 8 | Cancellation fee disputed | The cancellation fee payment will be suspended and the matter will be investigated by DiDi. Following the investigation: |
| 9 | Detected or undetected fraud and complaint received from a passenger after a trip has been paid by the passenger or by DiDi (as a gesture of goodwill), and the payment has been received by the driver. | DiDi will investigate the complaint. Following the investigation: |
| 10 | DiDi’s anti-fraud system detected that promotion or rewards have been obtained by unfair, deceptive, fraudulent or dishonest means (e.g. detected trip manipulation by one person creating dummy passenger/User/driver accounts, completing trip with related driver and passenger/User accounts, completing falsified trips, using third-party software or services to disrupt or manipulates the DiDi system, etc) | DiDi will investigate the matter. Following the investigation: |
| 11 | Others | DiDi will investigate the matter and make decisions on a case by case basis. |
DiDi may from time to time revise and update this Policy. This Policy is published on our website and is available in our mobile applications. We encourage you to review this Policy regularly to ensure you are familiar with the current version.
Last update: February 2021