Guidelines for COVID-19:
Maintaining health and safety to minimize risk of COVID-19
We are committed to maintaining the health and safety of our drivers and riders and to provide a safe and quality service to minimize the risk of acquiring coronavirus (COVID-19).
All Hello-Ride drivers have a duty to take reasonable care for their own health and safety and to not harm the health and safety of others – each and every trip provided by drivers must be safe.
Key policies
All Hello-Ride drivers must adhere to the Australian federal and state government guidelines on COVID-19 restrictions. All our drivers are responsible for complying with this policy.
All drivers must comply with recommended practices of the Australian Government Department of Health, SafeWork Australia and relevant state and territory Departments of These recommended practices applies before, during and after driving shifts.
These practices are summarized below:
https://www.coronavirus.vic.gov.au/
1. Maintain isolation
All drivers must isolate and cannot drive if:
· they have been tested for COVID-19 and awaiting results.
Drivers must stay isolated until their public health authority advises them that they are safe to leave home. If drivers leave isolation without permission, drivers may face criminal charges or a fine by the authority.
Drivers must also notify Hello-Ride if they suspect that they are COVID-19 positive via their Hello-Ride driver app or email.
Isolation means drivers must not leave their home except in an emergency or to get essential medical care, must not go into public places including work and shops, and must not let any other person into their home unless the person lives with them.
2. Sanitization kit:
All Hello-Ride drivers must keep a sanitization kit for their own use and use by their passengers and must check that the kit contains adequate supplies before starting their shift for the day.
The sanitization kit should consist of appropriate hygiene, cleaning and disinfection products such as a hand sanitizer, disinfectant spray, disinfectant wipes, packet of tissues and either dedicated gloves or disposable gloves for cleaning, disinfecting and wiping down surfaces.
3. Face covering or face mask:
All Hello-Ride drivers must follow their state or territory’s Department of Health advice on face covering or face mask. The Australian Department of Health’s current recommendation about wearing masks in public is that:
· If community transmission of COVID-19 is present, then a face mask or face covering should be worn where physical distancing of 1.5 meters cannot be maintained;
· Since physical distancing cannot be maintained in rideshare vehicles, then a face mask or face covering should be worn if community transmission of COVID-19 is present.
· Information on the presence of community transmission for each state or territory in Australia can be found here.
· The type of face covering or face mask to be used should be in accordance with the Department’s guidelines. For Victoria, face masks should be sourced from specific suppliers only.
4. Hygiene
All Hello-Ride drivers must maintain hygiene as follows:
· sanitize hands regularly including before and after each trip.
· refrain from coughing or sneezing or if necessary, cough or sneeze into elbow.
· set the air conditioning to external airflow rather than to recirculation, or have windows open where appropriate.
Drivers shall display signs or posters asking their passengers to practice good hand hygiene and sanitize hands as required.
5. Physical distancing:
All Hello-Ride drivers must comply with physical distancing rules:
· avoid physical contact e.g. open door and step away from passenger entering vehicle, use gloves when handling luggage or instruct passenger to place luggage directly into the boot, clean hands with hand sanitizer after handling money
· If a rider has luggage, drivers are able to open the boot for the rider but should avoid touching the luggage and request that the rider handle their own luggage.
All drivers should wear a mask or face covering if required or advised under state or territory government guidelines.
6. Riders showing signs of being unwell:
Hello-Ride’s expectation is that, it is the duty of the drivers to maintain the health and safety of themselves and their riders and provide a safe and quality service to the community.
Hello-Ride also expects its riders to be a responsible member of the community by taking the following precautions:
· wear a face mask or face covering where required or advised (unless an exemption applies).
If Hello-Ride driver forms an opinion that the rider has not taken the above precautions or if the rider is showing signs or symptoms of being unwell such as coughing, sniffling or sneezing and the driver believes that they cannot provide a safe service, then the driver may choose to refuse or terminate the trip. Group transport of at-risk people, including older people, should be avoided where possible.
7. Deep Cleaning:
All Hello-Ride drivers must deep clean and disinfect high-touch surfaces touched by drivers and riders after each rider leaves and before the next trip starts using appropriate cleaning and disinfection products.
· steering wheel and controls, heat/air conditioner controls, navigation controls.
· door handles (including the boot handle), visors, window controls..
· rear view mirror, rear view mirror adjuster, seat belt clips.
· hand brake, center console, gear stick, glove box (if used).
All cigarette butts, dirty or used wipes, tissues and any other rubbish should be placed in a rubbish bag and sealed to be discarded in a bin at the end of a trip. Where possible, drivers should make use of sanitization station services provided by state authorities, if any (currently, NSW only) or private cleaning services at least once a week. Drivers must keep appropriate cleaning records to ensure that they meet their cleaning obligations.
https://cpv.vic.gov.au/drivers/coronavirus-covid-19/coronavirus-covid-19-faqs2/vehicle-cleaning https://cpv.vic.gov.au/__data/assets/pdf_file/0011/475418/Reduce-the-risk-how-to-clean-CPVs.pdf
8. Must be Vaccinated:
The health and safety of the Hello-Ride community is our top priority. In Victoria, there are more than 6.5 million reasons to get vaccinated against COVID-19. We want to make sure our driver’s knows the best ways to help protect themselves and others when driving on our platform. Hello-Ride is encouraging all drivers to get into the driver’s seat to a better future and get vaccinated against COVID-19.
Why should you get vaccinated?
Getting vaccinated has many benefits:
· You’ll be helping to protect yourself against the severe effects of COVID-19.
· You’ll be protecting your passengers especially those who can’t be vaccinated due to medical conditions, and you are also slowing the spread of the virus and finally;
· You’ll be helping to keep hospitalization rates at a level our health
system can cope with. The vaccine is safe, free and by getting vaccinated,
we’re going to get back on the road sooner and safer.
https://cpv.vic.gov.au/vehicle-owners/coronavirus-covid-19/covid-19-vaccine-program
9. Cameras and recording:
Hello-Ride drivers must install the use of video cameras, dash cams, or other recording devices to record riders while driving for the safety of both the driver and their passengers.
Hello-Ride drivers must do the following;
· The security cameras installed in a rideshare vehicle must comply with Hello-Ride security camera specifications, which set out minimum standards for operation, data security and quality of images.
· The privacy of passengers and drivers is paramount. Images of passengers are not to be viewed or kept.
· Audio recordings of passengers is not permitted unless they have provided their consent or they are a party to the conversations. This includes recordings from all devices including mobile phones.
· Drivers should familiarize themselves with the Camera Surveillance Units
Standards 2020 to ensure they meet the requirements. Drivers must also
ensure their CSU complies with these standards. Drivers must ensure that
recording of passengers in their vehicles are not shared with anyone other
than by request of the Police.
https://cpv.vic.gov.au/vehicle-owners/commercial-passenger-vehicle-specifications/security-cameras-in-commercial-passenger-vehicles
10. Drug and alcohol policy
Hello-Ride maintains a strict zero-tolerance on drugs and alcohol policy for drivers.
Hello-Ride is committed to a safe , healthy and productive workplace.
Our Community Guidelines include a strict zero-tolerance policy for the use of drugs or alcohol for all our drivers. Drivers found to be under the influence of drugs or alcohol will be permanently deactivated, and we reserve the right to deactivate partners for receiving several unconfirmed complaints of drug or alcohol use.
Additionally, use of a controlled substance, prescribed by a licensed medical practitioner who is familiar with the driver’s medical history and has advised the driver that the prescribed substance or drug will not adversely affect the driver’s ability to safely operate a motor vehicle.
No smoking as it potentially affects the right and enjoyment of your passengers. It is a health hazards. In the case of losing your license from drink driving or any other issues Hello-Ride drivers must inform us immediately so we assess the situation. https://www.vicroads.vic.gov.au/business-and-industry/heavy-vehicle-industry/preventing-alcohol-and-drug-related-harm-on-our-roads/alcohol-and-drug-policy
11. Personal space and privacy:
Hello-Ride values the personal space and privacy of both drivers and riders.
It is okay to chat with your passengers , but don’t comment on their appearance or ask whether they are single. Personal space and privacy should be respected. The following list provides examples of inappropriate conduct, but is not exhaustive.
· Do not ask personal questions (for example, about relationship status).
· Do not comment on appearance (for example, derogatory or “complimentary” comments).
· Do not make explicit comments or gestures (for example, slurs, or graphic or suggestive messages).
· Do not flirt (for example, nonverbal, suggestive flirting, or being too physically close).
· Do not display indecent material (for example, provocative objects or pictures).
12. Share the road
Safe roads require Hello-Ride drivers to practice safe behavior, which includes looking out for all travelers, regardless of how they get around.
13. Firearms ban:
Our goal is to ensure that rider has a safe and reliable ride. Hello-Ride Drivers are strictly prohibited from carrying firearms while using this platform, to the extent permitted by applicable law. Any driver who violates this policy may lose access to Hello-Ride.
14. Street hails and off-platform pickups:
To enhance the safety of each experience and in compliance with local laws (where applicable), all trips on the Hello-Ride must be arranged through our app. Drivers are prohibited from conducting street hails and off-platform pickups while acting in their capacity as drivers on the Hello-Ride Marketplace Platform.
15. Follow all laws:
Everyone is responsible for knowing and obeying all applicable laws, including airport rules and regulations when at the airport, and the rules of the road—including complying with traffic laws, signs, and signals— at all times when using the road.
All relevant licenses, permits and any other legal documents required of Hello-Ride drivers must be kept up to date. For example, all Hello-Ride drivers required by law to maintain a valid driver’s license, insurance, and vehicle registration.
16. Public emergencies:
Hello-Ride may take additional measures to try to preserve the safety of our platform during public emergencies, including but not limited to natural disasters, public health emergencies, and public crisis situations.
For example, if we receives notice from a public health authority that someone using our platform may present a potential for public harm, we may temporarily block the individual’s access until it is reasonably safe to allow the individual to resume this Platform. Similarly, we may prevent that’s individual in an entire city or region from using part or all of the Hello-Ride Marketplace Platform or impose other requirements to comply with guidance from authorities during a time of public health emergency, natural disaster, or other public crisis situation, or when the continued availability of the Hello-Ride Marketplace Platform might present a danger.
17. Ratings:
Hello-Ride Drivers give and receive ratings, as well as give feedback on how the trip or delivery went.
This feedback system improves accountability and helps create a respectful, safe, and transparent environment for everyone. Drivers can see their current rating in the app while riders can see their rating displayed under their name by opening the app and touching the menu.
Drivers that don’t meet the minimum average rating for their city may lose access to all or part of the Hello-Ride platform. If your rating is approaching this limit, we will let you know and may share information that may help you improve your rating.
If you’re a driver and you lose access to your Hello-Ride account for low star ratings, you may have the opportunity to get back on the road if you meet eligibility requirements and provide proof that you’ve successfully taken a quality improvement course offered by third-party experts.
18. Trip confirmations:
If Hello-Ride drivers don’t want to accept trip requests, they can just go offline or log off.
If you consistently decline consecutive trip requests in a row, our technology may assume you do not want to accept more trips or have forgotten to log out, and you may be temporarily logged out. However, you are free to log back in whenever you wish to begin confirming availability for trips again.
19. Records and reporting:
The regulations set out responsibilities for Hello-Ride drivers in relation to notifying us of certain incidents. Drivers has a duty to notify us of any incident related to the provision of a commercial passenger vehicle services resulting in:
20. Non-Discrimination Policy
Hello-Ride seeks to ignite the opportunity by setting the world in motion and must strive to provide safe, reliable, and high-quality service options to everyone. Hello-Ride and its affiliates therefore prohibit discrimination against users based on race, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under applicable law. Such discrimination includes, but is not limited to, any user refusing to provide or accept services based on any of these characteristics.
Any driver found to have violated this prohibition will lose access to the Hello-Ride platform. Applicable laws in certain jurisdictions may require and/or allow the provision of services by and for the benefit of a specific category of persons. In such jurisdictions, services provided in compliance with these laws and the relevant applicable terms are permissible under this policy.
21. Safety and Security:
We want to make sure that riders and drivers have access to tools that will help them stay safe when they use our service. To help you get the help you need in an emergency situation, you can call 000 through the Hello-Ride app and, where available, we will share your location and other trip details with the 000-call taker. Trip details that we will share are your estimated current location at the time your 000 call was placed, the car’s make, model, color and license plate, your name and phone number, your pickup and drop-off locations and your driver’s name.
The location that we will share with the 000-call taker is your latitude and longitude, as determined by your device’s operating system at the time that you placed the call. Your device’s location information may not be accurate, particularly in dense urban environments.
22. Maintain your driver accreditation:
When a driver’s accreditation is granted, it’s ongoing and doesn’t have an expiry date. Driver accreditation will only ‘expire’ if it’s cancelled by us or surrendered by the driver.
This means the old Application to renew your driver accreditation form (renewal) that you may be used to receiving will no longer be issued.
Instead, to maintain your driver accreditation you will need to:
· Pay the annual fee invoice that Hello-Ride send you each year
· Complete (and pass) the periodical medical self-assessment that Hello-Ride requests from you every three years (or annually if certain medical conditions are present). Some drivers are also required to provide relevant medical specialist report/s.
23. QR-Code:
Record keeping is an important tool for helping Victoria to stay safe and stay open. The QR code is connected to the Victoria Government’s contact tracing system and will help us have the efficient and effective response to outbreaks.
Hello-Ride Drivers in states or territories which require mandatory QR code installation, use and check-in must ensure that the QR codes for their vehicles are installed and is:
· If laminated, has been sanitized. Drivers can assist passengers to
check-in by turning on internal lighting and remaining stationary until
they have scanned the Service Victoria QR code. Scanning the QR code in the
dark or in a moving vehicle can be difficult.
https://www.coronavirus.vic.gov.au/about-free-service-victoria-qr-code-app
24. YouTube Channel:
To help you stay safe and compliant on the road, our YouTube Channel provides high-level information about local regulatory requirements that may apply to drivers. You should must watch our videos.
https://www.youtube.com/channel/UCFigekVL4jQcbl0gnOkHHGQ
25. Fatigue
We want to ensure the safety of Hello-Ride drivers and our riders. Taking regular breaks from driving decreases the risk of fatigue and keeps you safe on the road.
Drivers may transport passengers in their vehicles for up to 12 hours. After 12 hours, drivers must be offline for 8 consecutive hours before driving again.
Driving time is from the time you confirm the trip request and start driving to the pickup, to when you complete the trip.
This means that if you are online and stationary, for example waiting for a request, driving around the city without a passenger, or sitting in an airport queue, then this time is not included into the 12 hours of driving time.
26. Vehicle maintains – Redbook inspection
Providing a safe environment for drivers and customers is Hello-Ride’s top priority.
Unsafe vehicles are a cause of road-related accidents and a failure on the part of drivers to ensure that vehicles have been properly maintained according to the manufacturers’ standards, puts not only the driver’s safety at risk but that of our customers and the public.
Every Hello-Ride driver must be able to pass a Redbook vehicle inspection. A vehicle inspection is a comprehensive inspection and report detailing the current state of your vehicle. Vehicle inspections are required annually. You must have your vehicle inspected at least once every 12 months.
Please make sure your vehicle meets Hello-Ride requirements, which include:
· there’s no obvious damage to the vehicle that could be considered dangerous. Indicators, tail lights and brake lights MUST operate correctly and the lenses are not cracked or broken.
· headlights work on both high and low beam and lenses are not cracked or broken windscreen washers and wipers operate satisfactorily.
· the vehicle registration and certificate of fitness are current (as well as the road user charges label if you have a diesel or heavy vehicle).
· the engine fluid levels (water and oil) are correct.
· Tyres are inflated with close-to-equal pressure and have a legal tread depth with no uneven wear.
https://www.vicroads.vic.gov.au/safety-and-road-rules/vehicle-safety
Created by Hello-Ride PTY LTD
Created Date 15.10.2022
Reviewed Date 27.10.2022