d@rt Transport Service Provider Guidelines, General Information and Requirements/Policies/Procedures
Information Guide to assist Transport Service Providers
How does d@rt work?
d@rt 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 d@rt 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 d@rt.
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.
Territory
You would have specified in your application which area of Victoria you wanted to operate in, where d@rt has a presence. If you want to operate in another area where d@rt has a presence, you need to notify d@rt at http://www.dart.org.au/ prior to operating in it.
Service Fee (What will my commission rate be?)
You will pay d@rt (“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.
Terms and conditions
You must review and understand the Transport Service Provider Terms and Conditions before signing on as a d@rt Third Party Transport Service Provider. By registering with us you agree to accept and abide by the Transport Service Provider Terms and Conditions.
How do I register my business to provide d@rt services?
If you would like your business to become a d@rt transport service provider, you will need to engage with us directly. Email an enquiry to enquiries@dart.org.au
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.
What documentation do I need to provide?
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:
- Corporate information (registered business, names, number).
- Bank details. You will need to register a valid credit card by online submission.
- Vehicle details (registration, insurance, RWC).
- Drivers details.
- The Proforma d@rt Transport Service Provider application (http://www.dart.org.au) to enable provision of transportation services provides appropriate details and links to the CPVV website to guide you through this process.
- The specified D@RT territory you are applying to operate in.
Vehicle Requirements
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.
Adding a vehicle
Email us at admin@dart.org.au with the vehicle details.
A vehicle cannot provide any transportation services for us before it is in the system.
Annual vehicle inspections
As noted above, Vehicles used to provide any d@rt 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 admin@dart.org.au 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.
Driver accounts
You need to nominate drivers to us. You will need to register your drivers directly with us (not through the Driver App). d@rt will match and confirm drivers with you prior to finalising access.
Driver Requirements
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.
Documentation
You will need to provide us with written copies of all such licenses, permits, approvals, authority, accreditation, registrations and certifications as specified in the Transport Service Provider agreement either directly or upon request (“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 upon request 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
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.
Account Management
Insurance for Transport Service Providers
During the term of your agreement with us, you must effect and maintain:
- public liability insurance for at least $10 million per occurrence, covering claims in respect of:
- loss of or damage to any real or personal property; and
- the injury to, or death of, any person (other than liability which is required by law to be insured under a workers’ compensation policy of insurance), arising out of anything done or omitted to be done by you in providing the transportation services or the execution or purported execution of the obligations under your agreement with us; and
- workers’ compensation insurance as required by law;
- third party property damage insurance for at least $10 million per occurrence in respect of the Vehicles;
- compulsory third party motor vehicle insurance in respect of the Vehicle used to provide the Transportation Services; and
- any other insurances which d@rt reasonably requires.
Insurance generally
You must provide notice to us of any intended cancellation of insurances.
You must also:
- give us acceptable proof of currency and coverage of the insurances:
- before the date of your agreement with us commencing;
- if an insurance policy required under this clause is materially amended;
- if an insurance policy required under this clause is cancelled; and
- at least annually and at all other times during the term as reasonably requested by us; and
- give us acceptable proof of currency or coverage of any other insurance maintained by you in respect of transportation services prior to the date of your agreement with us and at all other times during the term as reasonably requested by us.
Premiums
You will need to pay all premiums in respect of all such insurance policies by the due date for payment of those premiums.
Updating account information
You will be responsible for ensuring all corporate, vehicle and driver information is up to date.
Bank account information
You are responsible for providing current and valid credit card details to facilitate transactions and payments.
Driver ratings
The d@rt 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 d@rt Services, drivers must maintain an average rating by Users that exceeds the minimum average acceptable rating established by d@rt 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 d@rt 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 d@rt 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 d@rt 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.
How is the fare calculated and charged?
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.
How is the payment transacted?
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.
Transport Service Provider instructions for d@rt Drivers
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.
Promotional Codes
When Promotional Codes are available, information about them will be provided by us.
Payment statements
You will receive a weekly payment statement detailing transactions.
Querying a statement
If you have a query about a statement, email d@rt at admin@dart.org.au 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.
General Information
Privacy
The privacy of all information collected by us in order to provide our services is extremely important to us. The d@rt Privacy Policy sets out the way d@rt collects, handles, uses and discloses personal information in connection with the d@rt services. To view our Privacy Policy, visit the d@rt website http://www.dart.org.au.
Incident Notification requirements for Transport Service Providers
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.
d@rt Requirements/Policies
Deleting driver accounts
You must notify us of the intention and reason as to deleting driver accounts. d@rt will ensure that driver accounts are removed from our database.
Deleting vehicles
You must notify us of the intention to delete registered vehicles. We will ensure that vehicles are removed from our database.
Working with children clearance and unaccompanied riders between 12 and 18 years of age
All d@rt drivers are required to have undergone a Working With Children Check/Clearance and have a current WWCCC as provided for under the Worker Screening Act 2020.
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.
Cancellation and waiting time fee policy
A customer (the relevant account holder) may be charged a fee:
- If they cancel the trip more than 5 minutes after the request for transport has been accepted by the driver. (Cancellation fee)
- If the driver cancels after waiting at least 5 minutes at the pickup location. (Cancellation fee)
- If the driver is left waiting at the pickup location for between 2-10 minutes. (Waiting time 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
Assistance animals are able to accompany their owner in a vehicle contracted to d@rt, 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.
Child restraints
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:
https://www.vicroads.vic.gov.au/safety-and-road-rules/vehicle-safety/child-restraints
Lost property
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 enquiries@dart.org.au
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.
Safety Management Policies and Procedures
For a list of d@rt policies and procedures, see below. The documents can be found at http://www.dart.org.au.
Safety
COVID Safe Policy
Safety Management Policy
Emergency Management Policy and Procedure
Incident Notification Policy and Procedure
Pre-Trip Safety Procedure for Vehicles Other than buses and Driver Drug and Alcohol Self-Assessment
Managing Difficult Passengers Policy
Driver Performance
Driver Fatigue Management Policy and Procedure
Drug & Alcohol Management Policy and Procedure
Driver Behaviour, Competency and Medical Fitness Policy and Procedure
Driver Anti-Discrimination, Vilification, Harassment, Bullying, and Victimisation Policy
Driver Distraction and Mobile phones Policy
Driver Interaction with Passengers Policy
Customer Service Policy
Driver Safety Commitment Policy
Vehicle Performance
Vehicle Maintenance Policy and Procedure
Appendix 1 – Instructions for Drivers employed by d@rt Transport Service Providers
Phone and data requirements
You or Your employer (Transport Service Provider) are responsible for data usage costs, and d@rt recommends that the device should only be used under a data plan with unlimited or very high data usage limits
Signing in
In order to use d@rt to provide transport, you must have location services turned on in your device.
When you sign in for the first time after registering with d@rt, 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.
Accepting a trip request
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.
Temporarily out of service (rest breaks, etc.)
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.
Trip Information
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.
Cancelling a trip
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.
Shared ride journeys – multiple customers and stops
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.
Contacting a passenger
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
– have waited more than two minutes at their pickup location
– are having trouble finding or arriving at the pickup location
– are unable to locate the passenger.
Drivers and passengers cannot contact one another after a trip has ended. If you find any lost property, please advise d@rt by email on enquiries@dart.org.au, and we will contact the passenger on your behalf.
Picking up passengers
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.
Journey
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.
Changing route during the trip
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.
Changing drop off point during trip
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.
Ending a trip
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 d@rt account will be debited once you have marked the trip as completed.
Help and Administration
The Driver App is not working properly
If the app is not working as intended, follow the following steps:
- Restart the d@rt app
- Retry
- Turn off and restart your phone
- Reset network settings
- Reinstall the driver app
- If you have both the Driver app and the d@rt User App installed on your phone, this may affect the operation of the Driver app. It may be necessary to delete the d@rt User App if the above steps do not rectify the issue.
Contact enquiries@dart.org.au if you need further help.
Unable to contact Customers
- Restart the Driver App
- Retry
- Turn off and restart your phone
Contact enquiries@dart.org.au if you need further help.
Journey details are not coming through
If the app is not working as intended, follow the following steps:
- Restart the Driver App
- Retry
- Turn off and restart your phone
- Reset network settings
- Reinstall the driver app
Contact enquiries@dart.org.au if you need further help.
Updating the Driver App
The d@rt 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.