Safety Management System
Guidance for users
United States
Date of development: 6 March 2023
1. Statement and Commitment
The Safety Management System Guidance (adhere – Guidance) has been developed to assist in maintaining the health and safety of Drivers and Passengers as far as reasonably practicable. Safe passenger services and a safe environment is an integral part of inDrive business operations. inDrive has established measurable objectives and targets to ensure continued improvement aimed at the minimization of reasonably foreseeable hazards, reducing risks and to identify and keep a record of the aforementioned.
Implementation
inDrive will continually develop and enforce policies and procedures in line with applicable laws. To ensure that all risks are identified, assessed and controlled in accordance with applicable laws as far as reasonably foreseeable.
inDrive will review and update its Safety Management Systems at least annually. The Safety Management System will be reviewed earlier if changes in laws, regulations or other influencing factors, such as incident reporting, occur before this time.
As an integral process of the Safety Management System, inDrive is committed to consulting and encouraging participation of drivers and others who have a safety duty that relates to the service.
The Safety Management System shall be communicated to interested parties by:
- Inclusion of main parts of the Safety Management System in driver training programs;
- Distribution of the Safety Management System Guidance to interested parties on the inDrive app and website.
Safety Objectives
- Implement a Safety Management System;
- Identify and keep a record of the reasonably foreseeable hazards that could give rise to risks to health and safety to drivers, passengers and other persons in connection with the provision of the service;
- Identify and record the control measures taken to eliminate or minimize those risks;
- Provide training to all drivers prior on-boarding on the Safety Management System;
- Establish a reporting system to identify hazards, incidents and non-conformances;
- Include Safety Management System on the agenda of inDrive company meetings;
- Conduct periodic program audits to verify the effective implementation of the Safety Management System.
Safety Targets
- Review user feedback and complaints on a regular basis;
- Review and investigate incidents within 72 hours of their occurrence;
- Report incidents to the regulator as they become known by inDrive in accordance with the relevant regulations;
- Provide training to all drivers prior to their commencing passenger transport;
- Conducting refresher training to all drivers annually;
- Provide all passengers with an opportunity to report hazards or incidents that may occur during their trip through the app feedback tool.
2. Managing Difficult Passengers
The purpose of this procedure is to provide drivers with tools and knowledge about how to manage aggressive or difficult passengers, as well as provide information on conflict resolution techniques. As far as reasonably possible, all drivers are required to ensure that their actions do not unreasonably offend or aggravate passengers or members of the public.
Driver Requirements:
- Report the incident to local police immediately
- Report the incident to inDrive through the App as soon as possible.
Difficult Passengers
Difficult passengers may exhibit undesirable or violent behaviors and may pose a threat to the safety of the driver and the public at large. Examples of undesirable or violent behaviors may include any of the following:
- Violence, bullying, aggressive language or yelling;
- Threats, intimidation or harassment towards those in the vicinity;
- Damaging the driver property;
- Physical assault and spitting;
- Throwing objects and projectiles;
- Damaging vehicle;
- Being disruptive and non-cooperative;
- Intoxication (alcohol, drug, and smoking use).
Conflict Resolution
Actions that drivers can take to de-escalate the situation include the following:
- Remain calm, professional and polite all times;
- Don’t take insults or offensive language personally. Remember, your response may turn a minor situation into a major conflict;
- Speak clearly and if you do not understand the passenger, politely ask them to repeat information;
- Stay focused on driving, the road, and the destination. Loss of temper affects drivers’ judgment, reduces their driving ability and increases their stress;
- Request that passengers’ sit in the back seat of the vehicle;
- Aim to avoid conflict at all times.
This will minimize the risk to the driver’s safety especially in respect of physical and verbal assaults.
Intoxicated or drug-affected passengers
It is important to remember when dealing with difficult, intoxicated or drug-affected passengers that their ability to make reasonable and rational decisions is greatly reduced. In such cases, the driver has the opportunity to decline the service request if they believe they will be in danger.
Actions taken by driver
Drivers should try to avoid conflict at all times. However, situations may arise that cannot be tolerated or ignored, such as when an assault has occurred, a threat has been made or other laws have been broken. In these circumstances, the driver should call 911 as soon as possible.
If the driver is concerned about a passenger’s behavior, following actions may help:
- Stop the vehicle when and where considered safe;
- Unlock all doors;
- Remain in the driver seat if possible, or in another safe area;
- Politely ask the difficult passenger to leave the vehicle;
- Do not physically handle the passenger unless you are acting in self-defense (if acting in self-defense the amount of force used must be reasonable and proportional);
- Call 911 or use the inDrive app to contact emergency services where required
Reporting Incidents
Drivers are expected to report all incidents which impact their safety. Difficult passengers have the potential to impact the safety of a driver, hence it is expected that this incident is reported to inDrive. The incident will be investigated, and the user’s account may be reviewed and potentially terminated
All drivers have the opportunity to:
- End the trip at any time, if they feel unsafe;
- Contact emergency services directly or through the use of the app;
- Deny the trip of a passenger who is acting in a way which may cause harm to the driver prior to their alighting of the vehicle.
3. Mental Health
The purpose of this procedure is to minimize, and where possible eliminate the impact of mental health on the driver’s ability to safely operate as a driver for inDrive.
Main Provisions
Drivers who suffer from mental illness may pose a threat to the safety of passengers, themselves and the public at large. Signs of mental illnesses include, but aren’t limited to:
- Permanent fatigue;
- Permanent anxiety, stress or depression;
- Quiet or withdrawn behavior;
- Sharp changes in behavior or feelings;
- Conflicts with friends or family members;
- Increased errors or incidents.
Driver Requirements:
- Monitor their mental health and ensure they drive for inDrive only when they can do so safely;
- Attend training sessions regarding mental health;
- Ensure the actions of drivers do not affect the mental health of others (e.g., drivers to adhere to the "no harassment" manner etc.).
Resources
As inDrive recognizes the importance of managing mental health, it is imperative to provide drivers with the opportunity to access various resources. If you are in crisis or need immediate help dial 911. Drivers are able to access the following services which are free and anonymous:
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Organization |
Call |
Website |
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Centers for Disease Control and Prevention Mental Health Resources |
https://www.cdc.gov/mentalhealth/tools-resources/individuals/index.htm |
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National Suicide Prevention Lifeline |
988 |
|
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Disaster Distress Helpline |
1-800-985-5990 |
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Substance Abuse and Mental Health Services Administration |
1-800-662-HELP (4357) |
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Health Resources and Services Administration |
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Anxiety and Depression Association of America |
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Depression and Bipolar Support Alliance |
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National Alliance on Mental Illness |
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Mental Health America |
4. Driver Distraction
The purpose of this procedure is to educate drivers on the hazards involved when a driver is driving while distracted. While factors such as speeding, drunk driving and fatigue can contribute to the cause of an accident, driving while distracted can be just as dangerous.
Main Provisions
One of the most common and most dangerous distractions is when drivers are using their mobile phone while driving, which often results in a loss of concentration. Drivers must at all times remain focused when providing passenger transportation services.
Some common distractions when driving are:
- Talking or scrolling on their mobile phone;
- Reading or sending a text on their mobile phone;
- Holding their mobile phone;
- Using their mobile phone in any manner without the phone being placed in a cradle.
Driver Requirements:
Drivers must never use mobile phones (calls, texts, emails, social media) while driving.
Recommendations for reducing driver distraction include the following actions:
- While scanning and searching for passengers, maintain concentration on the road and on pulling over to the curb safely;
- Ensure all items in the trunk or glove box are secured to ensure they do not move around while driving;
- Before pulling out to drive, ensure technological equipment (e.g., satellite navigation device or mobile phone) is set up and operational;
- While driving, don't have a private phone conversation, complete paperwork, operate technological equipment, eat or drink;
- When passing another vehicle, an accident or a situation on the side of the road (pedestrian fight or argument), remain focused on driving and ensure attention is not paid to the incident;
- Where passengers are being distracted, the driver may wish to politely ask them to stop, minimize interaction to slow the conversation between the driver and the passenger etc.
Risk of Accident
Distractions that divert attention from driving increase the risk of an accident. When a driver is distracted, they are more likely to make a mistake while driving.
Some common distractions while driving include:
- Loose or unrestrained objects (e.g., items in the trunk or glove compartment);
- Passengers (talking, being disruptive);
- Pedestrians (crossing roads, fights on the side of the road);
- Other vehicle accidents.
Sending and receiving text messages on a mobile phone while driving and text entry into a Global Positioning Systems (GPS) while driving can be extremely dangerous, and may also be illegal.
inDrive has a zero tolerance for any driver illegally using their mobile phone while utilizing the inDrive app. If the driver is involved in a road incident which involves the use of a mobile phone, the incident will be investigated and the driver’s engagement with inDrive will be reviewed and potentially terminated.
All drivers must cooperate with inDrive with respect to any action that is taken to comply with requirements under the law applicable in each state.
5. Prohibition Against Solicitation of Rides
The purpose of this procedure is to ensure that no drivers, under any circumstance, solicit drivers or passengers. All drivers are provided with the information required to educate them on the expectations that they don't solicit passengers.
Main Provisions
Soliciting is directly approaching a person or people to offer a passenger service. This includes:
- Approaching potential passengers for fares;
- Calling out to people, asking if they require transport;
- Holding up signs or other printed or digital material offering passenger services.
Soliciting Offenses
Drivers are not allowed to solicit for the following reasons:
- It is unsafe for both drivers and passengers, there is no record of the trip;
- It cannot be confirmed that safety checks have been made on the driver or vehicle;
- It can be a form of harassment or unwanted behavior;
- In high traffic areas, such as airports, train stations and thoroughfares, it can be unsafe;
- It is unfair to drivers who follow the rules.
It is not considered soliciting when a driver asks a person whether they are waiting for the specific booked service provided by the passenger vehicle.
Driver Requirements:
- Drivers must never solicit a passenger while performing transport activities. This includes asking for something for money or another item; asking to purchase something from a passenger; or offering a service to a passenger;
- Drivers must never solicit another ride, while performing passenger transport activities. This includes attempting to sell something such as an item; or attempting to persuade, promote or convince someone to purchase, agree with, or influence them to obtain something;
- Drivers must only accept payment for transportation through the inDrive app. If a passenger offers any other form of payment to the driver with the exception of a cash tip, the driver must decline. Drivers must report any instance of this occurring on the trip, by using the inDrive app.
There are serious penalties for drivers who are found to be soliciting passengers. inDrive has a zero tolerance for this behavior and will refer drivers to the regulator for enforcement action.
6. Pick Up and Drop off Passengers
The purpose of this procedure is to provide drivers with information on methods and requirements when picking up and dropping off passengers. All drivers should remember that this information is a summary only and must not be relied upon as a substitute for following road rules, including definitions and meanings.
Main Provisions
Recommendations for safe picking up and dropping off passengers:
- Select a safe and appropriate area to pick up and drop off the passenger;
- If there is no safe place for passenger pick up or drop off, the driver must contact the passenger to ask to move the pick up or drop off location to a more suitable area;
- Always pull over to the curb to pick up or drop off passengers;
- Where possible, pull over on the same side of the road of the passenger. If this is not possible, the driver should choose an area that is safe for the passenger to cross the road;
- Ensure that the vehicle is clearly visible;
- Driver should ask the passenger his or her name to make sure they are the correct passenger;
- Allow passenger enough time to board or exit the vehicle, never rush passengers;
- Never allow passengers to leave the vehicle while the vehicle is still in the driving lane;
- Never stop at a traffic light or a stop sign for the pick up or drop off;
- When selecting an area to pull over, the driver should examine the area, to ensure the environment is safe to do so (e.g., the driver should consider the amount of traffic, consider the weather conditions etc.).
Offenses During Picking Up and Dropping Off Passengers
The driver may be ticketed by the local police if he stops or parks his vehicle:
- Alongside another parked vehicle (double park);
- Across a driveway, unless you’re picking up or dropping off passengers;
- On a median strip, unless a sign says you can;
- On a traffic island;
- Within an intersection;
- At a school crossing or pedestrian crossing;
- At a railroad crossing;
- On footpaths and nature strips, unless a sign says you can;
- Within 10 feet of a fire hydrant;
- In such a way that blocks the flow of traffic or becomes a danger to other road users.
inDrive has a zero tolerance for any driver who violates the road rules, when using the inDrive app. Every incident related to a violation of this procedure will be investigated, and the driver's engagement with inDrive will be reviewed and possibly terminated.
All drivers must cooperate with inDrive with respect to any action that is taken to comply with requirements under the law applicable in each state.
7. Accessibility Management
The purpose of this procedure is to provide drivers with information on how to interact with persons with disabilities, observe the principle of equality in passenger service, and ensure safety for users when using the inDrive app.
Main Provisions
The Americans with Disabilities Act (ADA), defines a person with a disability as a person who has a physical or mental impairment that substantially limits one or more major life activities.
inDrive also ensures equal treatment of other vulnerable groups, including:
- Children and seniors;
- Persons who are not native English speakers;
- Individuals who have low levels of education or literacy;
- Persons from a low socio-economic background;
- Persons who may be subject to modern slavery, human trafficking, human exploitation/control, forced labor etc.
Transporting Children
inDrive prohibits persons under the age of 18 from using the app (including having an account in the app) unless accompanied by an adult. If InDrive becomes aware that the account belongs to a person under the age of 18, the account will be immediately reviewed and terminated. Users must not book trips for persons under 18 years of age unless they are accompanied by an adult for the entire duration of the trip.
Driver Requirements:
- Drivers are prohibited from picking up passengers who are clearly under the age of 18 unless accompanied by an adult for the entire duration of the trip;
- Drivers must not allow parents or adults to put children or any persons under 18 years of age in the vehicle unless accompanied by an adult. The driver has the right to refuse the trip on these grounds.
Car seats
During the trip, all children should be in car seats appropriate to their age, so that all passengers are buckled in safely. The car seat must comply with state laws and be fitted properly according to the manufacturers’ guide.
All states and the District of Columbia have child safety seat laws. However, laws are different depending on the state in which you live and drive, which can be confusing. inDrive recommends a resource from Virginia Tech Transportation Institute and the Texas A&M Transportation Institute that discusses car seat laws by state.
Both drivers and passengers should know and comply with local laws and regulations. The driver is responsible for ensuring that every person in a car is traveling according to state laws. If a driver sees that a passenger is improperly transporting a child without a car seat and putting the driver at risk of a legal violation, the driver should refuse the trip. If a passenger brings their own car seat, the passenger is responsible for installing it and securing their child. Drivers have the right to refuse or cancel a trip if they do not have the proper restraints or are not comfortable with a passenger putting a car seat in the car.
Transporting Persons with Disabilities and Vulnerable Groups
Drivers should adopt the following when transporting persons with disabilities or vulnerable groups:
- Ask the passenger if they need any help, but wait for your offer to be accepted before doing anything. Maintain professionalism and don't touch the passenger;
- Provide extra time to board or alight the vehicle;
- Listen to any requests and try to remember that everyone is different and what suits one passenger may not be appropriate for another;
- If a person seems distressed, ask if you are able to assist, if required ask them if the emergency services should be contacted;
- Talk directly to the passenger in question, rather than to any person with them;
- Speak slowly and in a way that can be easily understood by the passenger;
- Have a pen and paper handy to record information for passengers with hearing impairments;
- Assist the visually impaired by:
- Advising them of a suitable meeting location;
- Providing a detailed description of their pick up or drop off location;
- Assistance getting in or out of the vehicle;
- Ensuring they are set down at the exact location that they have requested (e.g., at the correct address, not a few doors down).
Driver Requirements:
- Ensure that your actions do not put another person at risk of harm or injury;
- Assist where requested and appropriate;
- Read, understand and adopt the suitable methods above when transporting persons with disabilities and vulnerable groups;
- Never discriminate or harass others.
Waiting time
If a person with disabilities participated in the trip who took extra time to get into the vehicle due to their disability, then the user can request a refund for the waiting time by contacting the Support Team in the inDrive app. Persons with disabilities, or individuals who frequently accompany passengers with disabilities on trips, can request a waiver of wait time fees for their accounts by making the request in the app.
Transporting People with Service Animals
Both inDrive's Accessibility Procedures and State and Federal laws require drivers to accommodate passengers with Service animals. There are no exceptions to this procedure due to allergies, religious objections, or a generalized fear of animals. A driver who engages in discriminatory conduct in violation of inDrive’s Accessibility Procedures may lose their ability to use the inDrive app.
Service animals are trained animals that work, provide assistance, or perform tasks for the benefit of a person with a disability, or that provide emotional support that alleviates one or more identified effects of a person’s disability. A service animal is not a pet.
Service animals help a wide range of people with disabilities, and are not limited to assisting those who are visually impaired. Service animals can help people with physical disabilities, autism, post-traumatic stress, diabetes, dementia, hearing loss and other disabilities. You might not always be able to see the disability a person has.
You may not recognize a service animal just by looking at it. Service animals come in all shapes and sizes, and they are not required to have any kind of identifying collars or vests. To learn more about how to identify Service animals inDrive recommend visiting the relevant government website.
Passengers with service animals do not need to provide proof that their animal is a service animal. If you are unsure whether a passenger’s animal is a service animal, simply ask them politely. If a passenger with an animal says it is a service animal, the driver should transport the passenger. Passengers are not required to provide documentation to drivers.
If a passenger says that the animal is not a service animal, or if the animal behaves aggressively and poses a threat to the safety of the driver, the driver has the right to refuse the trip and let inDrive Support know. However, if a driver refuses a passenger with a service animal, the incident will be investigated and his engagement with inDrive will be reviewed and potentially terminated if an investigation into the alleged denial verifies a wrongful denial.
Transporting People with Assistive Devices
Along with foldable or non-foldable wheelchairs, passengers may require assistance with the following mobility devices:
- Foldable walker;
- Foldable scooter;
- Canes, crutches and other smaller assistive devices.
Drivers are required by law and inDrive’s Accessible procedures to transport passengers who use foldable mobility devices. For this reason, drivers are prohibited from refusing a trip to a passenger with a disability who can get into the vehicle on their own and from refusing to assist with stowing assistive devices. Drivers are required to assist passengers in the storage of their mobility devices, unless physically unable to do so.
8. Medical and Health Condition
The purpose of this procedure is to provide drivers with information on the medical criteria for safe driving.
Main Provisions
Driving a vehicle is a complex task requiring good vision, physical ability and cognitive capacity. Driving for commercial activity is particularly demanding, with more time spent on the road and the responsibilities for passenger safety, just to name a few. So good health and fitness to drive is not only essential for road safety, but a higher standard of health is required to safely operate a commercial vehicle.
Driver Requirements:
- Never drive a vehicle if driving hasn't been recommended by medical professionals (e.g., if on medication or post-surgery etc.);
- Inform inDrive of any changes in your health resulting in revocation of your driver’s license or that may affect your safe driving.
Medical Conditions
Some of the more common medical conditions that are likely to affect your ability to drive safely include:
- Blackouts;
- Diabetes;
- Eye or vision problems;
- Heart disease;
- Neurological - dementia, stroke, seizures or epilepsy;
- Psychiatric disorders;
- Sleep disorders;
- Alcohol or drug dependency.
Permanent or Long-term Medical Conditions
All drivers need to have the medical fitness to drive assessed if drivers develop a permanent or long-term medical condition, or an increase in or change to an existing medical condition, that is likely to adversely affect their ability to drive safely. If drivers are uncertain about their medical condition, inDrive recommends that they consult with their medical professional.
Temporary Medical Conditions
Many temporary conditions can prevent drivers from driving. For example, following an anesthetic doctor will advise drivers not to drive for 24 hours or more. An injury, such as a broken leg, may also prevent a driver from driving. In these types of circumstances doctors have to advise drivers about the need to restrict driving in the short term. In most cases license status will not be affected and drivers will not need to report to the Driver Licensing Authority. However, inDrive expects that the driver will notify about the temporary medical conditions that have arisen and refrain from transporting passengers until full recovery.
Actions in Emergency Situations
If a driver suddenly feels unwell during a trip:
- Find a safe area to pull over and park vehicle, if possible, observing the road rules;
- Immediately contact the Emergency service;
- If there is a passenger in the vehicle, clearly inform the passenger about your condition and indicate that the trip will be ending prior to arriving at the destination;
- Consider asking the passenger for help if you are unable to contact the Emergency services yourself.
If a passenger suddenly feels unwell during the trip:
- Driver should find a safe area to pull over and park the vehicle; and
- Follow the passenger's instructions or contact 911.
Emergency situations have a serious risk to the health and safety of drivers, passengers and others, all users should immediately report all emergency situations to inDrive through the inDrive app.
9. Fatigue Management
The purpose of this procedure is to reduce or eliminate the hazards associated with fatigue while driving and provide information to drivers that allows them to safely provide passenger transportation services, including implementing systems or processes for the management of driver fatigue.
Main Provisions
Fatigue may be defined as a state of physical or cognitive tiredness, which impairs the ability of the driver to perform tasks safely, efficiently and correctly. Fatigue occurs when there is a period of prolonged mental or physical activity; sleep loss and/or the disruption of the internal body clock. Working very long or extended hours doesn’t allow time to recover from work, to the extent a driver is no longer effective or safe at work.
The following sign or symptoms may indicate a driver is fatigued:
- Excessive yawning or falling asleep while driving;
- Short term memory problems and an inability to concentrate;
- Noticeably reduced capacity to engage in effective communication;
- Impaired decision making and judgment;
- Reduced hand-eye coordination and reflexes;
- Having difficulty staying in the lane.
Drivers may be exposed to fatigue in situations where:
- They are transporting passengers during the night;
- They have a second form of employment/engagement which inhibits them to get a good rest prior to transporting passengers;
- Split driving periods have not allowed for drivers to achieve a good rest.
Driver Requirements:
- Have a duty of care to ensure adequate sleep is obtained between shifts and out of hours activities do not cause fatigue or impair performance;
- Feeling a high level of fatigue, refrain from performing passenger transportation;
- Feeling a high level of fatigue during their shift, they should stop transporting passengers, and ensure rest is obtained prior to recommencing;
- Provide regular breaks during the shift;
- Report any form of other employment, which may affect their ability to perform passenger transportation without fatigue.
Secondary Employment
As part of fatigue management, inDrive recognizes that drivers may have other forms of employment that will contribute to the total hours worked each day, in addition to driving with inDrive.
When calculating hours worked each day, inDrive requires a driver to include all time at any other employment, such as time taken for other services of passenger transportation and any other paid or voluntary employment, even if the work is not transport related. In this case, the driver must proportionally reduce the duration of his shift and go to rest on his own before the expiration of the Activity timer in the inDrive app.
If inDrive becomes aware that the driver violated the provisions of this section or intentionally concealed secondary employment from inDrive, this incident will be investigated and driver engagement with inDrive will be reviewed and potentially terminated.
10. Alcohol, Intoxication and Drugs Prevention
The purpose of this procedure is to ensure a safe environment and to prevent (minimize) any risk of injury or harm to the health and safety of users or other persons as a result of alcohol or drug use by drivers.
Main Provisions
The use of drugs and alcohol creates an unsafe environment and exposes drivers, passengers and pedestrians to health and safety risks. There is a potential for incidents and injuries to occur when drivers are under the influence of alcohol or drugs. Driving with alcohol or drugs in the system can impair a driver's ability to control a vehicle.
The effects of alcohol can:
- Make it hard for drivers to concentrate on driving;
- Slow down drivers’ reaction times;
- Reduce drivers’ ability to do more than one thing at a time;
- Affect drivers’ vision and hearing;
- Make drivers feel more confident, which may lead them to take more risks;
- Relax drivers, increasing their chances of falling asleep at the wheel;
- Make simple tasks more difficult.
Driver Requirements:
- Comply with this procedure at all times;
- Take part in random and targeted drug and alcohol testing that occurs on the road;
- Recognize that performance of duties could be affected by alcohol or drugs;
- Immediately notify inDrive if a driver becomes aware of any breach of this procedure by another driver. Subject to any disclosures required by law, any notifications received by inDrive will be treated confidentially. Failure to report any breach of this procedure by another driver may itself constitute a breach of this procedure.
Under no circumstance, is a driver permitted to:
- Drive while under the influence of alcohol or drugs;
- Consume alcohol or drugs while driving on the inDrive app (note qualification for prescription and over-the-counter drugs below);
- Be under the influence of alcohol or drugs while operating a vehicle or transporting passengers;
- Manufacture, possess, distribute, sell, purchase, use or consume illegal drugs while using the inDrive app. Such conduct constitutes serious misconduct. It may also constitute a criminal offense, in which case inDrive has to notify the police, or other appropriate government authority.
Testing
According to U.S. law, a driver cannot drive a vehicle using alcohol, drugs or any other substance that impairs their ability to safely operate a vehicle. That includes having open containers of alcohol or drugs in a vehicle while using the inDrive app. inDrive reserves the right to implement target testing of drivers at any time.
Legal Consequences
inDrive has the right to deny a driver to use the app and has the right to block the driver's access to the app if inDrive becomes aware of any disqualifying offenses after the driver has commenced. Drivers who drive under the influence of alcohol or drugs may be prosecuted by the local Police. This includes monetary fines, loss of demerit points, and potential loss of license. If a driver is subject to prosecution from the Police, the driver is required to report this to inDrive as soon as possible. If a driver loses their license, inDrive will not allow them to transport passengers until their license suspension is over. Under no circumstance may drivers perform passenger transport activities if they do not have a valid driver’s license.
Alcohol, Intoxication and Drugs Support
If drivers require support about managing any alcohol and drug related problems, they are directed to various free counseling services which are available.
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Service |
Website |
Phone |
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Substance Abuse and Mental Health Services Administration |
1-800-662-HELP (4357) |
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USA-GOV Mental Health and Substance Abuse Resources |
No Smoking in Vehicles
Under no circumstance is the driver permitted to smoke during the provision of passenger services through the inDrive app. inDrive may block the driver's access to the app for a certain period in case of violation of this requirement. Passengers are not permitted to smoke while in a vehicle.
Prescription and Over-the-counter Drugs
Where a driver is taking prescription or over-the-counter drugs that contain a warning that the person should not drive a vehicle or operate machinery, then that driver must not drive on the inDrive app in any capacity unless contrary specific medical advice is obtained and confirmed in writing, from the driver’s doctor.
If a driver is taking prescription or over-the-counter drugs and feels that their ability to safely drive a vehicle may be impacted, the driver must not drive on the inDrive app until such time as their medical practitioner confirms in writing that the driver is fit to recommence safely driving a vehicle.
It is the responsibility of the driver to temporarily and immediately withdraw themselves from driving on the inDrive app if their ability to safely operate a vehicle may be impacted through the use of any prescription or over-the-counter drugs.
11. Discrimination, Harassment, and Sexual Assault Prevention
The purpose of this procedure is to provide an environment where users are treated fairly and with respect, and they are free from discrimination, harassment and sexual assault.
Main Provisions
Discrimination is described as treating someone less favorably than others because they have a particular characteristic, background or belong to a group of people. The prohibited grounds of discrimination are set out in the federal Civil Rights Act and state laws and include:
- Race;
- Color;
- Religion;
- Sex;
- National Origin;
- Pregnancy or marital status, including breastfeeding;
- Age;
- Disability/Impairment;
- Sexual orientation and gender identity, etc.
Harassment is described as any unwelcome behavior which intimidates, humiliates or offends a passenger or another Driver and may create a hostile environment. Conduct can amount to harassment even if the person did not intend to offend, humiliate or intimidate the other person. However, conduct will not be harassment if a reasonable person, having regard to all the circumstances, would not have anticipated that the conduct would offend, humiliate or intimidate the other person. Examples of harassment include, but are not limited to:
- Physical contact such as touching, pinching, grabbing, kissing, hugging or massaging;
- Staring, leering, catcalls, obscene gestures at a person or at parts of their body;
- Dirty or insulting jokes or derogatory comments;
- Insulting jokes;
- Unwelcome requests for sexual favors;
- Sexually explicit conversations;
- Displays of racially offensive or pornographic posters, screen savers or internet material;
- Sending explicit or sexually suggestive emails or text messages;
- Derogatory comments or taunts about a person’s disability;
- Suggestive comments about a person’s body or appearance or intrusive questions about a person's personal life.
Sexual assault involves any physical contact, or intent of contact, of a sexual nature against a person’s will, using physical force, intimidation or coercion.
Driver Requirements:
- Understand and comply with this procedure;
- Ensure that you do not engage in unlawful conduct toward users, other drivers, inDrive employees or others;
- Ensure that you do not help, provoke or encourage other persons to engage in unlawful conduct;
- Report all cases where discrimination, harassment or sexual assault occur to inDrive immediately;
- Ensure all sexual assault incidents are reported to the Police;
- Report any incidents of discrimination, harassment or sexual assault that you have witnessed, regardless of their seriousness.
All drivers have the right to deny or request that a passenger leave the vehicle if they harass or discriminate against the driver.
All users have the right to a confidential, timely and objective investigation of any complaints of discrimination, harassment or sexual assault.
Post-trip contact
Contact between a driver and a passenger should end when the trip is complete, unless it’s to return a lost item. Unwanted contact can be seen as harassment and includes, for example, texting, calling, visiting, contacting on social media, or trying to visit someone in person after a trip has been completed.
All drivers should notify inDrive immediately if a passenger contacts them for any reason other than current trip or to return a lost item.
All passengers are advised to notify inDrive immediately via the app if a driver contacts them for any reason other than current trip or to return a lost item.
Lost Items
All drivers have an affirmative duty to take reasonable steps to return any lost articles recovered in a vehicle to the rightful owner. At a minimum, drivers are required to notify inDrive when items are left in their vehicle by passengers.
Driver Behavior
Sometimes drivers don't know where to start a casual conversation or how to act so that passengers feel safe and welcome. There are several recommendations on how to ensure a safe and comfortable trip for passengers:
- Ask the passenger’s name to ensure they are the correct person;
- Ask if the passenger if they need help with luggage;
- Ensure all seatbelts are fastened before commencing your trip;
- Do not ask the passenger any personal questions;
- Do not make comments about their appearance;
- Do not make physical contact or touch a passenger;
- Do not engage in any inappropriate conversations, especially of a sexual nature, even if the passenger is doing so. Driver can respectfully decline to make any comments;
- Do not ask passenger out on a date, or for their phone number;
- Do not contact the passenger after the service is provided.
All drivers must remember that discrimination, harassment and sexual assault are unwelcome conduct, which makes a person feel offended, humiliated or intimidated. The way in which driver behave with a passenger could be perceived as sexual harassment even if driver did not intend to offend, humiliate or intimidate the other person.
12. Complaints and Incident Management
The purpose of this procedure is to provide clear information about how inDrive deals with complaints received by users and other third parties and also explain how inDrive acts in case of incidents.
Main Provision
In implementing this procedure, inDrive will act in accordance with the following:
- Complaints and incidents shall be dealt with in a people-focused manner, placing the Complainant at the center of the process and resolutions;
- As much as possible, inDrive try to resolve complaints amicably;
- Complaints and incidents will be treated seriously;
- Complaints and incidents will be dealt with within a reasonable timeframe;
- All parties will be treated objectively and fairly;
- Support will be available to all parties to the complaint or incident;
- Appropriate communication will occur throughout the process, including with any third parties;
- Appropriate documentation will be maintained;
- Confidentiality will be maintained.
The complaints and incidents handling processes are designed to align with inDrive’s principles and ensure that complaints are dealt with promptly and effectively. The holder of the Complaints Management Procedure and Incidents Management Procedure is inDrive's Support Team.
Notifiable Incidents (occurrences)
In certain states, there are complaints that the relevant transport regulator must be made aware of. The nature of these complaints and the actions to be taken if such complaints are made, are listed below.
State: Florida
Acts and Link: N/A
Complaints and Incident Management
Incidents and accidents must be reported through the inDrive app. Once they are reported, the Support Team will receive notification and an investigation into the incident will occur.
Passenger complaints may sometimes be related to incidents occurring while being transported. A passenger may make a complaint about the driver using their mobile phone during the trip or about the driver speeding or driving in an unsafe manner.
inDrive understands that passenger complaints may also lead to an incident or accident. Therefore, these complaints will be reviewed in addition to those reported by Drivers.
Passengers may be contacted to provide more information on the incident, and at this time an investigation by inDrive will have been commenced. If it is found that a driver has had multiple complaints, their use of the app may be terminated.
Complaints and Incidents Monitoring
inDrive will ensure all incidents and injuries are reported with a uniform approach by all users. Therefore, the following procedure has been formulated to help ensure the users of inDrive understand the process involved in complaints and incidents reporting. The inDrive Support Team is required to notify management promptly of any serious safety breaches.
Driver Requirements:
- Notify inDrive as soon as an incident occurs through the inDrive app;
- Ensure that information provided is accurate;
- Where possible, collect copies of information of passengers involved, including licenses, insurance details, vehicle registration plates etc.;
- Be available for incident investigations completed by the inDrive Support Team.
All incidents will be recorded in the inDrive app. A report will be produced regularly, where incidents and their closeouts will be reviewed.
13. Review and Evaluation
inDrive has established procedures for planning and undertaking internal audits to assist with complying with the requirements of various legislation, and for continual improvement of the Safety Management System. These internal audits will be completed on an annual basis or when required to ensure that all relevant parties are meeting their legislative responsibilities.
inDrive is committed to continual improvement of the suitability, adequacy and effectiveness of the SMS by:
- Promoting a culture that supports a Safety Management System;
- Communicating the relevant results of continual improvement to Drivers;
- Maintaining and retaining documented information as evidence of continual improvement.
The Compliance and Risk Department will carry out internal audits and will complete the following activities:
- Complete an internal audit at regular, scheduled intervals of at least once per year, using the Internal Audit Form
- Identify deficiencies in the Safety Management System
- Review all Incident Reports, all non-conformance and all client or relevant regulator complaints or notices.
Findings
Any findings resulting from the internal audit will be reviewed by inDrive and actioned appropriately, enhancing continual improvement and legislative compliance.
Indriver CA LLA (inDrive)
800 West El Camino Real, suite 180, Mountain View, California 94040