Information Guide to assist Transport Service Providers
[email protected] Driver App (‘Driver App’) is a web-based application that connects travellers with on-demand transport service providers in the applicable operational territory using various third party transport service providers with whom it has contract arrangements. Travel options include shared ride, point to point, or in a wheelchair accessible vehicle.
When a passenger requests a trip, the [email protected] User App generates an approximate fare. When they confirm that they wish to travel, a trip request is sent to all logged-in drivers in the area.
When a driver accepts a trip request, the Driver App sends them the passenger’s pickup location, first name and, where possible, a photo of the driver, and the estimated time of arrival at the pickup location.
It also sends the passenger the driver’s first name, and the vehicle’s type, colour, and registration number so they can recognise the vehicle when the driver arrives at the pickup point.
If the transport service provider (“you”) have different drivers using a shared vehicle pool and shared company mobile phones, drivers must display photo ID including their driver accreditation number in the vehicle at all times that the vehicle is in service.
When a driver arrives at the destination, he/she ends the trip by pushing the End Trip button on the Driver App. The fare is automatically calculated and charged to the passenger’s registered credit card account through a secure server. For driver safety, cash payments are forbidden by [email protected]
When the trip ends, the Driver App will prompt the driver to rate the passenger from 1 to 5 Stars. Passengers are also prompted to rate their drivers. They are automatically emailed a receipt for their trip.
You would have specified in your application which area of Victoria you wanted to operate in, where [email protected] has a presence. If you want to operate in another area where [email protected] has a presence, you need to notify [email protected] at http://www.dart.org.au/ prior to operating in it.
You will pay [email protected] (“we; us”) a service fee of 15% of the calculated fare on a per-transaction basis. You receive 85% of the calculated fare. The fare charged may vary in different operational territories.
You must review and understand the Transport Service Provider Terms and Conditions before signing on as a [email protected] Third Party Transport Service Provider. By registering with us you agree to accept and abide by the Transport Service Provider Terms and Conditions.
If you would like your business to become a [email protected] transport service provider, you will need to engage with us directly. Email an enquiry to [email protected]
We will provide you with a proforma application to complete including documentation requirements.
We will need to identify your business name, contact details, location, and proposed service offering.
In order to be assessed to become a transport service provider for us, you must, as a minimum furnish us with the following information as part of your application:
You need to ensure that each Vehicle shall at all times be: (a) properly registered to operate as a passenger transportation vehicle in the Territory, including being registered under the Act; (b) owned or leased by you, or otherwise in your lawful possession; (c) suitable for performing the passenger transportation services contemplated by your agreement with us; (d) maintained in safe, roadworthy and good operating condition; and (e) inspected annually by a licensed vehicle tester and a certificate of roadworthiness provided to us within 5 business days of being obtained.
You also need to ensure that each Vehicle which is not a bus will have one of the following: a sign, sticker or similar thing affixed to the Vehicle which a) identifies the Vehicle as a commercial passenger vehicle; b) identifies the registered provider; c) that are approved by the Regulator; or d) number plates that identify the vehicle as a commercial passenger vehicle.
Email us at [email protected] with the vehicle details.
A vehicle cannot provide any transportation services for us before it is in the system.
As noted above, Vehicles used to provide any [email protected] passenger services must have an annual certificate of roadworthiness inspection, conducted by a vehicle tester licensed by VicRoads.
A copy of the certificate of roadworthiness is to be provided to us by email at [email protected]
within 5 business days of being obtained.
We recommend our transport service providers use Road Safety Inspections Pty Ltd for their annual inspections and Certificates of Roadworthiness.
You need to nominate drivers to us. You will need to register your drivers directly with us (not through the Driver App). [email protected] will match and confirm drivers with you prior to finalising access.
You need to ensure that each driver shall at all times: (a) hold and maintain (i) a valid driver’s licence with the appropriate level of certification to operate the Vehicle assigned to such driver, and (ii) all licenses, permits, approvals and authority that are necessary for a driver to provide passenger transportation services to third parties in the territory specified in your agreement with us, including driver accreditation; (b) possess the appropriate and current level of training, expertise and experience to provide transportation services in a professional manner with due skill, care and diligence; (c) comply with all laws; and (d) maintain high standards of professionalism, service and courtesy.
You also need to understand that each driver may be subject to certain background and driving record checks from time to time in order for such driver to qualify to provide, and remain eligible to provide, any transportation services for us.
You will need to provide us with written copies of all such licenses, permits, approvals, authority, accreditation, registrations and certifications (“Documentation”) prior to you and your drivers providing any transportation services for us. Thereafter, you must submit to us written evidence of all such Documentation as it is renewed. Further, you must notify us each time any of a driver’s rights to operate a vehicle have been altered or removed in any way, including suspended, disqualified or cancelled.
We will in turn, upon request, be entitled to review such licenses, permits, approvals, authority, accreditation, registrations and certifications from time to time.
Account activation will only occur once all documentation has been received and verified by us. We will email you to advise that your account has been activated.
During the term of your agreement with us, you must effect and maintain:
You must provide notice to us of any intended cancellation of insurances.
You must also:
You will need to pay all premiums in respect of all such insurance policies by the due date for payment of those premiums.
You will be responsible for ensuring all corporate, vehicle and driver information is up to date.
You are responsible for providing current and valid credit card details to facilitate transactions and payments.
The [email protected] User App requires Users to provide a driver rating in order to finish their trip.
We desire that Users have access to high-quality transportation services. Driver ratings are used to assist in managing services to passengers and to ensure drivers are following the appropriate process and procedures. In order to continue to receive access to the Driver App and the [email protected] Services, drivers must maintain an average rating by Users that exceeds the minimum average acceptable rating established by [email protected] for their territory, as may be updated from time to time by us at our sole discretion (‘Minimum Average Rating’).
You need to understand that: (a) after receiving transportation services, a User will be prompted by the [email protected] User App to provide a rating of such transportation services and driver and, optionally, to provide comments or feedback about such transportation services and driver; and (b) after providing transportation services, the driver will be prompted by the Driver App to provide a rating of the User and, optionally, to provide comments or feedback about the User or User Passenger. You will instruct all drivers to provide ratings and feedback in good faith.
In the event a driver’s average rating falls below the Minimum Average Rating, we will notify you and may provide the driver in our discretion, a limited period of time to raise his or her average rating above the Minimum Average Rating. If such driver does not increase his or her average rating above the Minimum Average Rating within the time period allowed (if any), we reserve the right to deactivate such driver’s access to the Driver App and the [email protected] Services. Additionally, a repeated failure by a driver to accept User requests for transportation Services while such driver is logged into the Driver App creates a negative experience for Users of [email protected] transportation services.
Accordingly, if a driver does not wish to accept User requests for transportation services for a period of time, such driver will log off of the Driver App.
For further information about driver ratings, see the Transport Service Provider Terms and Conditions, section 2.6.
During the sign-up process, drivers are referred to further information about driver ratings in the Driver Terms and Conditions, section 2.5.2.
The fare is calculated on a combination of time and distance for the route travelled, plus any chargeable waiting time. Any local or state based service levies and taxes (such as the Victorian Commercial Passenger Vehicle Service Levy of $1.05 per trip), and road tolls, are automatically included in the fare. (The VCPVSL does not apply to buses.) If the passenger wishes to use a non-toll route, they need to advise the driver upon entering the vehicle so that an alternative route can be agreed. When the driver ends the trip, the total fare is automatically charged to the passenger’s registered credit card.
At the end of each trip, payment is made from the passenger’s registered credit card, through a secure server. For security reasons, cash is not accepted. The passenger will automatically be emailed a receipt for the journey.
You should ensure that their drivers are aware of the matters in Appendix 1. These are provided as an appendix so they can be printed by you for distribution to drivers providing transportation services.
When Promotional Codes are available, information about them will be provided by us.
You will receive a weekly payment statement detailing transactions.
If you have a query about a statement, email [email protected] at [email protected] with the details.
We will promptly acknowledge your complaint, investigate it and undertake to resolve your complaint within a reasonable time. We will contact you if we require any further information.
If you are using a commercial passenger vehicle, not a bus, you have an obligation under law to report any Notifiable Incident to Commercial Passenger Vehicles Victoria (CPVV) within 10 business days. Please download and familiarise yourself with our Incident Notification procedure which outlines the process, available from http://www.dart.org.au.
You must notify us of the intention and reason as to deleting driver accounts. [email protected] will ensure that driver accounts are removed from our database.
You must notify us of the intention to delete registered vehicles. We will ensure that vehicles are removed from our database.
All [email protected] drivers are required to have undergone a Working With Children checks and have an
existing WWC Card as provided for under the Working with Children Act 2005.
Passengers over 12 and under 18 years of age can travel unaccompanied provided the relevant account holder is the parent or guardian and they have booked the child’s travel, or the account holder has the authority of the parent or guardian to book the travel.
A customer (the relevant account holder) may be charged a fee:
Whilst drivers retain the right to cancel an accepted request for transportation services via the Driver App, drivers cannot cancel an accepted request for transportation services via the Driver App prior to arriving at the pickup location unless the driver is prevented from doing so for reasons outside his or her control, for example, he or she has been involved in a road traffic accident.
Assistance animals are able to accompany their owner in a vehicle contracted to [email protected], just as in a taxi.
Any other animals that travel in the vehicle must be appropriately enclosed in a container that can be considered as “carry-on luggage” and can easily fit within the rear of the vehicle or boot at the discretion of the driver.
The customer (the relevant account holder) will be responsible for any reasonable cleaning required as a result of the journey, including animal soiling by assistance animals. Cleaning costs will be deducted directly from the customer’s account and the passenger will be issued an appropriate receipt.
It is suggested that passengers transporting an animal supply a suitable waterproof under-sheet to reduce the chance of an animal soiling the vehicle and incurring potentially expensive cleaning costs.
If a child restraint, booster seat or harness is required, the parent or guardian must supply the same for the child or children, it must be compliant with all relevant laws, current standards and appropriate for the child’s size and weight.
The child’s parent or guardian is responsible for fitting of these items, and a maximum of two restraints may be fitted per vehicle.
For more information see:
Drivers should remind passengers to check that they have all their belongings before they exit your vehicle.
If an item has been left behind, please let us know by emailing details and, if possible, a photo to [email protected]
We will help connect you or the driver with the passenger so that the two of you can arrange a mutually convenient time and place for a return. In the next 48 hours, the passenger may contact you directly to recover the lost item. In the meantime, please keep the item safe.
You are responsible for your data usage costs, and [email protected] recommends that your device should only be used under a data plan with unlimited or very high data usage limits.
In order to use [email protected] to provide transport, you must have location services turned on in your device.
When you sign in for the first time after registering with [email protected], your will receive a One Time Passcode (OTP), sent to your phone, to validate your smartphone number.
Once you are registered, you will be signed in when you enable the Driver App. If you log out of the Driver App, you will be required to log back in, including the reissuing of an OTP.
When you receive a trip request, the map screen pops up and you will hear a buzzing noise.
If you wish to accept an offered trip, you will have approximately 20 seconds to press to accept a trip.
If you do not wish to accept an offered trip, do nothing.
If you be unavailable to accept trips for a period of time in excess of 10-15 minutes, such as to take a rest break, we recommend that you slide the Driver App activity switch to “Off”. This removes the vehicle from the pool of available vehicles until you are ready to recommence work. It also creates a better and more realistic service expectation for passengers.
Once you have accepted a trip, the screen will provide you with the information required to pick up the customer. This includes the customer’s name, the location where they will be waiting, their destination, and the estimated journey time to pick up the customer.
If you need to cancel a trip that you have previously accepted, you can use the Cancel button to cancel that trip and select the reason why. Please note that if you have too many cancelled trips, this will affect your star rating.
Drivers should make every endeavour to contact the passenger if they need to cancel a trip.
The Driver App will identify the different customers and their destinations. It will also identify the stops along the route. You will need to confirm the end of the trip for each customer.
After you have accepted a trip request, you can contact the passenger by text or phone through the Driver App.
To contact a passenger, tap the menu icon at the top left to display the rider’s name. Tap CONTACT and then choose from options for getting in touch.
We suggest only contacting passengers if you
Drivers and passengers cannot contact one another after a trip has ended. If you find any lost property, please advise [email protected] by email on [email protected], and we will contact the passenger on your behalf.
When you arrive, confirm the passenger’s name and destination.
If the passenger is not at the pick-up location, call or text them through the app.
If there is a safety issue with the pick-up location and the passenger is not present, contact them through the app to advise the issue.
Once you have commenced the ride, the Driver App will provide you with the most efficient route to the passenger’s destination.
The journey details can be viewed on the map on the Driver App. The app will also provide audible turn by turn directions where the function is activated on your phone.
As you follow the route, the map will be updated to show your current location and journey time elapsed. Where traffic conditions change, the map will update to find the most efficient route for the customer.
If a passenger requests an alternative route be taken, they should advise the driver as soon as practical. The driver will progress along the new route, and the passenger will be charged appropriately for the updated time and distance.
If the passenger wishes to change the drop off point, they should advise you as soon as practical. You will progress to the new destination, and the customer will be charged appropriately for the updated time and distance.
When you arrive at the designated stop, ask your passenger where they want to get out if it is not obvious. You need to stop at the safest legal location, i.e. not in bus stops, no standing areas, etc.
To end the trip, press the “End trip” button on the app.
The credit card linked to the passenger’s [email protected] account will be debited once you have marked the trip as completed.
Help and Administration
If the app is not working as intended, follow the following steps:
Contact [email protected] if you need further help.
Contact [email protected] if you need further help.
If the app is not working as intended, follow the following steps:
Contact [email protected] if you need further help.
The [email protected] app is regularly updated with new features and streamlined improvements. Your app will notify you if it requires an update before you can go online.