Bolt Driver Best Practice Guidelines

Rider Contact Management

To prevent any misunderstandings between Rider and Driver, under no circumstances should the Driver intentionally make physical contact or sexual advances towards Riders during the journey, no matter what.

Traffic Accident Management and Reporting

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

  1. Stop the vehicle is a safe manner;
  2. Render assistance where you are competent to do so or call 000 if the injury is serious;
  3. Supply your name and address to any person injured or owner of property which was damaged;
  4. Report the accident to the police as soon as possible; and
  5. As per Bolt's Terms and Conditions, notify us of the accident.

If operating in NSW, you must also report all of the following incidents to the Point to Point Transport Commissioner as well as Bolt:

  • an accident or incident associated with the provision of a passenger service that has, or could have caused death (whether it is the driver, passenger or another person);
  • an accident or incident involving a passenger vehicle which results in a person being treated by ambulance officers or transported by ambulance, or admitted to hospital as a result of the injury;
  • an accident or incident involving a passenger vehicle that results in a collision or impact with another vehicle, structure or person, which results in the vehicle being unable to continue its journey;
  • a vehicle fault, that may include a failure of any brake, steering or suspension system, or wheels or tyres, which results in the vehicle not being able to commence or complete its journey;
  • any incident involving a driver, passenger or intended passenger of a passenger vehicle that results in a complaint being made to police involving an allegation of sexual assault, indecent exposure, physical assault, threatening behaviour (physical threat or intimidation against or by the driver); or
  • where a driver, in the course of providing of a passenger service, is charged with a major traffic offence – such as predatory driving, police chase high-range speeding, positive drug test.

In Victoria, you must report all of the following incidents to Commercial Passenger Vehicles Victoria as well as Bolt:

  • an accident where a person has been killed or seriously injured;
  • an accident where emergency services have attended; or
  • an event where Police may be needed in relation to criminal activities.

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.


To lower your risk of being involved in an accident, the Victorian Taxi Services Commission recommends the below fatigue management guidelines:

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

Under Australian Law, 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 till you finish your shift.

Australian law also states that you cannot drive if you have any level of a prescribed illicit drug present. A "prescribed illicit drug" includes methylamphetamine (such as ice or speed), MDMA (ecstasy), and THC (cannabis, marijuana, pot etc.) in any concentration.

Mobile Devices

To reduce distraction on the roads, Driver 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 it is:

  • Secured in a mounting affixed to the vehicle while being so used; or
  • Use of the phone does not require the driver, at any time while using it, 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:
Do Do not
  • Press your emergency button
  • Allow the passenger to leave the vehicle
  • Report the passenger’s behaviour to the police
  • Lock the doors so the passenger cannot run away
  • Physically restrain them and call for the police
A Rider insults you:
Do Do not
  • 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
  • Use offensive language when responding
  • Lock the passenger in the vehicle
Road Rage from Another Driver:
Do Do not
  • Remain polite and courteous
  • Sound your horn
  • Make obscene gestures or yell
  • Flash your hi-beams
  • Tailgate

Vehicle Safety Check

Various governing authorities recommend drivers carry out a daily vehicle inspection to ensure your vehicle is safe to operate. You should never drive a vehicle which you know has faults or defects that make it unsafe to operate.

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 Vulnerable Passengers

Certain restrictions apply when transporting individuals who require special assistance, such as:

  • When transporting individuals who require a wheelchair, specified course of training or test required by the licensing authority under section 167 of the Act; specific training is required to be undertaken as a condition of the driver accreditation held by the driver.

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 are allowed to 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 Guide dog

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

Under State Regulations, it is illegal to tout or solicit for passengers for, or for a hiring of, a vehicle.