Bolt Driver Best Practice Guidelines


Rider Contact Management

Drivers must not behave in an offensive manner or interfere with the safety or comfort of any Rider(s).

There must be no inappropriate advances towards Riders during or after the journey. Additionally, to prevent any misunderstandings between Rider and Driver, there must not be any physical contact with the rider.

Traffic Accident Management

If, unfortunately, you are involved in an accident where a person is injured, or any property is damaged whilst transporting Bolt Riders, the road rules require you to:

a) Stop the vehicle in a safe manner; b) Render assistance where you are competent to do so or call 000 if the injury is serious; c) Supply your name and address to any person injured or owner of property which was damaged; d) Report the accident to the Police as soon as possible; and

As per Bolt’s Driver Terms and Conditions, you must notify us of the accident through the app immediately.

Emergency Management

If a life-threatening emergency occurs whilst on your journey, it is recommended you park in a safe manner and dial 000 immediately.


Various state laws prohibit smoking in enclosed areas, such as cars, where work is conducted. This means that cars used for transporting riders must be a smoke free.


Drivers must ensure that they are not affected by fatigue in any way that poses a risk to the safety of the Driver, Rider(s) or members of the general public.

To lower your risk of being involved in an accident, the Bolt enforces the fatigue management guidelines set out below. However, if you feel that you are affected by fatigue despite complying with these recommendations, you must not drive.

Hours of Work

Time Period Recommended Maximum Work Hours (Including Breaks) Recommended Minimum Continuous Rest Period
24 Hours 12 Hours 10 Hours
14 Days 144 Hours 2 x 24 Hours
28 Days 288 Hours 4 x 24 hours (spaced evenly throughout 28 days)

Drugs and Alcohol

It is illegal to drive if your blood alcohol concentration (BAC) in your breath is 0.05 or higher. It is also a requirement that a driver must not consume alcohol from the time you start until the finish of your shift.

Laws also states that you cannot drive if you have any level of a illicit drug present. Illicit drugs include methylamphetamine (such as ice or speed), MDMA (ecstasy), and THC (cannabis, marijuana, pot etc.) in any concentration.

Also, over the counter drugs can impair your performance. You should be aware of the side-effects of over the counter drugs, and not provide any transport services if your performance is adversely affected.

Psychological Risks

If you feel that you are suffering from any psychological state that may adversely affect your driving ability or otherwise affect your ability to provide transportation services safely, you should not drive.

Mobile Devices

To reduce distraction on the roads, Drivers must be following the road rules in relation to mobile devices. The correct rules are that you cannot use a mobile device whilst driving unless:

  • the phone is secured in a mounting affixed to the vehicle while being used; and/or
  • use of the phone does not require the driver to touch the device.

Dealing with Mental or Physical Assault

When dealing with Riders, certain difficult situations may arise. Various transport authorities recommend the following actions be taken when the below situations occur:

A Rider attempts to physically assault you:
  • Press your emergency button
  • Allow the passenger to leave the vehicle
  • Report the passenger’s behaviour to the police
Do not
  • Lock the doors so the passenger cannot run away
  • Physically restrain them and call for the police
A Rider insults you:
  • Remain polite and courteous
  • Ignore the comments if you can
  • Ask the passenger to stop, if they continue, you can refuse to drive them.
  • Report the passenger’s behaviour to the police
Do not
  • Use offensive language when responding
  • Lock the passenger in the vehicle
Road Rage from Another Driver:
  • Remain polite and courteous
Do not
  • Sound your horn
  • Make obscene gestures or yell
  • Flash your hi-beams
  • Tailgate

Vehicle Safety Check

Prior to logging on to the app and beginning Driving operations, you must carry out a daily vehicle inspection to ensure the vehicle is safe to operate. You should never drive a vehicle which you know has faults or defects that make it unsafe for yourself to operate.

You can find Bolt’s approved template for pre-departure safety checks here. Please save this link and use it each day prior to providing any passenger transport services. Bolt will be reviewing the submission of these forms to ensure compliance, and non-compliance will result in your account being blocked.

If a Driver does receive a Defect Notice, either from the Police or during a vehicle inspection (eSafety), the Driver must not provide any passenger transport services until the defect is fixed by a licensed mechanic. Any Defect Notice received must be reported to Bolt within 24 hours.

It is a regulatory requirement for:

  • all vehicles to be regularly and properly maintained;
  • all maintenance and repairs of vehicles to be carried out in accordance with the manufacturer’s recommendations;
  • all maintenance and repairs only to be carried out by a licensed mechanic; and
  • proper records to be kept for all maintenance and inspection of vehicles.

Vehicle Registration

It is a regulatory requirement for all vehicles to be registered when carrying out any passenger transport services.

If, at any time, your car ceases to be registered (including if registration is cancelled due to your vehicle being written off) you must stop providing any passenger transport services immediately. You must also notify Bolt immediately.

Vehicle Insurance

It is a requirement for all vehicles to be covered by a minimum of third party property damage with a cover of at least $5 million when carrying out any passenger transport services.

If, at any time, you cease to hold this level of insurance, you must stop providing any passenger transport services immediately. You must also notify Bolt immediately.

Passenger Pickup and Set Down

To ensure Riders are safe when alighting, it is best practice to ascertain a safe Pickup and Set down location to prevent harm to your car and the Rider. Certain locations cannot be stopped in such as:

  • Emergency Stopping Lanes unless there is an emergency;
  • Locations signposted as No Stopping; or
  • Slip Lanes or Painted Islands.

You are permitting to stop in the following locations if you are picking up or dropping off Riders;

  • Driveways;
  • Clearways;
  • Locations signposted as No Parking; or
  • Designated Parking Zones.

Transporting Riders Under 18

A passenger must be at least 18 years old to register and request rides. If a passenger is under the age of 18, he or she must be accompanied by someone who is 18 years of age or older.

Drivers should decline the ride request if you see that the person requesting the ride is under 18. When picking up passengers, if you feel they are underage, you may request they provide a driver's license or ID card for confirmation.

Note: If a passenger is underage, please do not start the trip or allow them to ride.

Child Passengers

If a rider has a child who is under the age of 7, drivers must cancel the trip if they do not have appropriate child restraints or booster seats.

If a child is aged between 7 and 16 years of age and too small to be restrained by a seatbelt, drivers are allowed to cancel/reject the trip if they do not have booster seats.

Ultimately, it is the responsibility of the driver to adhere to road rules, such as mandatory child seating.

Riding with Assistance Animals (e.g. guide dogs)

It is illegal for a driver to refuse a passenger who is accompanied by a guide dog or other assistance animal. When you carry a Guide Dog, follow these simple tips:

  • Do not separate the dog from his/her owner - the passenger usually sits in the front seat with the guide dog on the floor
  • Do not pat the dog or try to feed it, and do not give the dog any instructions
  • Assist the passenger only if he/she requests additional help.

Soliciting and Touting

Drivers must not tout or solicit for passengers for, or for a hiring of, a vehicle.


Drivers will be notified of any changes to these Best Practice Guidelines through the application and/or email.