ingogo upholds a Code of Conduct for all driver-partners so that all drivers would have a clear understanding of the legal compliance, safety, security and service standards expected of them. Because ingogo maintains a zero-tolerance policy, infringements can result in suspension or termination of user access to the Ingogo platform. Every ingogo driver shall agree to comply fully with this Code of Conduct:
Compliance with all laws, regulations policies and guidelines
(a). You shall comply with all traffic laws, regulations, rules, policies and guidelines as well as this code and any further guidelines that may be issued by ingogo from time to time.
(b). It is your sole responsibility to ensure that your Taxi Authority and Driver license is valid and current. You understand that driving a taxi without these is an offence. In some states you may be required to carry additional documentation as requested by your transport authority. It is your responsibility to be aware of these requirements and ensure you abide by these.
You shall forthwith inform us of any revocation or suspension of your Driver or Taxi Authority licence.
(c). You are required to have your Taxi Authority, Driver licence and any additional state based documentation with you AT ALL TIMES and shall produce it for inspection upon request.
(d) To provide a service as a Taxi Driver a driver must not have been found guilty of a Disqualifying Offence. A list of offences can be found at https://www.pointtopoint.nsw.gov.au/driver-disqualifying-offences/p2p-safety-offences
(e). It is your sole responsibility to ensure that the taxi you are driving is fully registered, compliant and regularly maintained. If not it is your responsibility to ensure that you find a suitable replacement taxi.
(f). You are not to use the ingogo system while driving your personal vehicle. The ingogo platform is for Taxis only, so you must be driving a registered taxi with all necessary signage and safety equipment.
(g). ingogo does not condone any act of violence between both passengers and driver. Drivers must not exhibit aggressive behaviour, including getting into verbal disputes with passengers, using vulgarity or insinuation or making threats or physical blows with the passenger. If you find yourself in this position do not take matters into your own hands and escalate the tension. Always inform ingogo and if necessary contact emergency services if you feel your safety is at risk.
(h). You are strictly forbidden from committing any form of sexual offence, including making lewd comments/ texts, sexual harassment, unwanted physical contact, unlawful restraint, drugging, molestation and rape. These are criminal offences under the law and a serious violation of ingogo’s safety policy. Offenders will be prosecuted against the law. For better understanding, training materials regarding sexual harassment is available to better understand what is not permissible.
(i). As part of ingogo’s continuous efforts to improve service for both drivers and passengers, we may conduct random checks on drivers and passengers. You must comply and assist with any checks performed by the customer service team.
(j). Do not transfer a job to other drivers or any other person. If you are unable to pick up a passenger due to an emergency, please inform the passenger immediately before cancelling the booking.
(k). Do not ask passengers to cancel bookings, not only will they receive a cancellation fee, but ingogo will be unable to ensure they are picked up. When you cancel we can still find a replacement driver. If you are unable to complete a booking you must cancel the booking yourself.
(l). You are to always ensure that your passengers wear a seatbelt while riding in your vehicle.
(m). You are strictly prohibited against committing any acts with the intention to cheat or defraud ingogo whether via any ‘Promo Code’, Incentives or otherwise which may cause ingogo to suffer losses. Incentives will be forfeited if you cheat or defraud the ingogo.
(n). Use of a mobile phone while driving can be dangerous and is illegal in most cases. Your phone must be mounted to a fixed point such as the dashboard. While mounted you must not read or reply to messages or emails unless you are legally parked.
(o). The use of alcohol or illicit drugs is not permitted for anyone driving a taxi. If a passenger suspects you are under the influence of drugs or alcohol, they have the right to cancel the booking immediately and contact relevant authorities and ingogo customer support. This could lead to suspension from ingogo as well as your driver’s license being cancelled.
Drivers must advise ingogo of any loss of points arising from DUI. Ingogo has a zero tolerance in relation to alcohol or drug related offences.
(p). Wait for your passenger to arrive at the pick-up point. Driving off without waiting for them provides a very negative experience for your customers.
(q). Do not solicit passengers to make personal or extra booking arrangements. This goes against our principle of assigning the nearest vehicle to the passenger. You are also depriving your passenger from getting a vehicle in the most efficient way.
(r). Do not recommend other apps to your passengers. This practice is annoying and unprofessional to passengers.
(s). ingogo takes a serious view on reckless driving which endangers passengers and/or other road users and this includes:
- Driving against the direction of traffic
- Failure to comply with the speed limit
- Failure to conform with traffic light
- Using your mobile phone without any hands free kit while driving
- Failure to use the indicator signal prior to changing lanes or turning into a junction
- Breaches of any other traffic laws
(t). You must understand what is considered theft. Charging a passenger the wrong amount or without their authority can be classified as theft and you can be charged for this. Not returning lost property left in your taxi is also classified as theft. Any time a passenger leaves something in your taxi you must notify ingogo and return within 24 hours.
Professional and quality service
(a). You shall provide safe and clean transportation to all passengers. The safety and comfort of passengers and drivers on the ingogo platform is of utmost priority.
(b). You shall not refuse to provide services based on a person’s race, religion, nationality, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under law. This type of behaviour can result in termination of user access to the ingogo platform.
(c). You must honour all jobs that you have accepted through the ingogo platform. If you are unable to complete a booking please notify the passenger and cancel within a timely fashion. For things out of your control please contact customer service to discuss further.
(d). You shall always be properly and decently attired (at a minimum, you shall wear a collared shirt, long trousers and covered shoes) and exhibit good mannerism as well as communicate with your passengers politely. You are prohibited from driving without any valid license, taxi authority, vehicle certification and vehicle insurance policies.
(e). You are to conduct yourself with decency when interacting with ingogo representatives. Like you, ingogo Staff are entitled to a safe working environment. Any offence committed against ingogo’s Staff will not be tolerated and may be reported to the authorities. Any acts that are against the law will result in disciplinary action or legal prosecution.
- You shall not physically and/or verbally abuse ingogo’s Staff
- You shall not threaten or harass any ingogo’s staff.
(f). Harassment differs according to societal and person norms. commenting on appearance, asking overly personal questions and infringing into personal space are generally deemed inappropriate.
(g). You are not to contact passengers outside of the ingogo platform. Texting or calling your passengers outside of professional grounds is both a form of harassment and a breach to his or her entitlement to personal security and data protection. As such any attempts at unauthorised contact of a passenger will be considered a breach of their right to privacy and will result in suspension and/or termination form he ingogo platform. In some cases, this may be escalated to the appropriate Law Enforcement authorities where further penalties may be applied.
(h). As a responsible transport provider, you are encouraged to provide assistance to handicapped passengers especially when entering or alighting your vehicle.
(i). You shall accede to reasonable requests from your passengers such as lowering the air-conditioning and radio volume. You may help passengers with their luggage if your physical ability permits.
(j). With regards to visually impaired passengers who are accompanied by their guide dogs, you are encouraged to accept such bookings if it doesn’t offend the tenets of your religion.
(k). In the event your passenger leaves behind his/her belongings (including cash) in your vehicle, you are required to:
- notify ingogo within 4 hours of discovery;
- ingogo will assist with communicating with passengers to ensure goods are returned in a timely manner.
(a). If you are involved in an accident you may not alway need to contact emergency services. You only need to call if someone in your vehicle is injured or if there is a dispute.
(b). When you are faced with a situation that requires immediate emergency attention, please call 000. Once all parties are safe and the situation has been handled by the authorities, please then notify ingogo promptly so we may assist and take appropriate action as needed, including cooperating with law enforcement.
Continuing training and improvement
(a). At ingogo, we are committed to continual improvement to service standards. Drivers are to be open to feedback and further training.
(b). ingogo implements a two-way passenger and driver feedback system. We also enforce continual evaluation of a driver’s suitability and performance, and provide feedback accordingly. In most cases, we aim to work together with the driver via feedback sessions, training, and audits etc.