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Driver

Sign Up

How do I sign up as a driver-partner?

You can sign up through the Turvy-Driver app, which you can download through the Apple Store, Google Play Store or Turvy Website.

  1. Sign up with your phone number and email address. Enter your basic information and ABN number. Make sure you are GST registered.
  2. Upload the required documents for your state (please see the details in Document Requirements below).
  3. It takes three business days to review the uploaded documents. Once approved, your account will be active, and you can log in to start driving.

NSW: View Driver Required Documents for NSW.

VIC: View Driver Required Documents for VIC.

QLD: View Driver Required Documents for QLD.

What are Turvy’s car requirements?

We strive to ensure the safety and comfort of everyone using our platform. For this reason, all vehicles registered with Turvy must be:

– In excellent working condition (with functioning windows and air conditioning)

– Free from cosmetic damage and commercial branding

– A 4-door car/van

– No more than eight seats (including the driver’s seat)

– Able to pass an annual vehicle inspection

– Registered in the state where the vehicle is driven

– Registered as a Commercial Passenger Vehicle (CPV). Please note: that the driver does not need to upload this document.

– Covered by Compulsory Third Party (CTP) insurance. Please note: that the driver does not need to upload this document.

How long does it take to register?

Once you’ve submitted your driver application, please allow 3-5 business days for us to review your application. If you wish to inquire about your application, please wait until after this time.

My driver registration was unsuccessful.

Once you’ve submitted your driver application, please allow 3-5 business days for your account to be registered. If you wish to inquire about your application, please wait until after this time.

If your registration were unsuccessful, you’d be notified of the reason via SMS. If this happens, you can view any declined material and re-submit any new/valid documents for our team to reassess.

Common reasons your registration may be unsuccessful include:

– Submitting invalid or expired documents/certificates

– Not submitting all the required documents/certificates

– Providing inconsistent or false documents/certificates

– Providing incomplete documents

– Providing blurry/unclear documents where details cannot be seen

To ensure a smooth registration process, we recommend you double-check all of your documents before submitting them.

Registering for an ABN or GST

The Australian Taxation Office (ATO) expects all rideshare driver-partners to have an Australian Business Number (ABN) and register for GST. Having an ABN doesn’t mean you’re automatically registered for GST. Additionally, we cannot issue GST compliant tax invoices for driver-partners who don’t upload an ABN.

To obtain an ABN and register for GST, you can complete the process online through the Australian Business Register (ABR). You can also register your ABN for GST through their website (please ensure you have your Tax File Number (TFN) handy). If you accidentally miss this step, you can always register your ABN for GST by following the online prompts or contacting the ABR directly.

Your tax agent may recommend using ‘ride-sourcing’ as your business description when completing the ABN registration process. You can also use the following categories:

– 46239 Road Passenger Transport

– 46231 Taxi Services

To apply for an ABN and GST, please use the following links:

Apply for your ABN –  https://abr.gov.au/For-Business,-Super-funds—Charities/applying-for-an-ABN/

If you already have an ABN, you can register for GST here – https://www.ato.gov.au/Business/GST/Registering-for-GST/

For more info, see the Australian Taxation Office website here –  https://www.ato.gov.au/General/Ride-sourcing-and-tax/In-detail/Ride-sourcing-drivers—What-you-need-to-know/

See information on ridesharing from the ATO here –  https://www.ato.gov.au/general/ride-sourcing-and-tax

For more information on applying for an ABN or GST, you can contact the ATO on 13 72 26.

Car inspections

You’re required to submit a current commercial passenger vehicle inspection report. A vehicle inspection report must be less than 12 months old, required annually. 

Car requirements and inspection procedures vary from state to state. Please visit see the following websites for more information: 

NSW: https://www.rms.nsw.gov.au/business-industry/public-passenger-vehicles/index.html

QLD:  https://www.qld.gov.au/transport/buying/vehicleinspection/periodicinspection/about

VIC:  https://www.vicroads.vic.gov.au/registration/vehicle-modifications-and-defects/written-off-vehicles/the-vehicle-identity-validation-viv-inspection

WA:  https://www.transport.wa.gov.au/licensing/get-a-vehicle-inspected.asp

SA:   https://www.sa.gov.au/topics/driving-and-transport/industry-services/taxi-and-passenger-transport/Operator-Accreditation

ACT: https://www.accesscanberra.act.gov.au/app/answers/detail/a_id/83/~/motor-vehicle-inspections

Driver - Using the App

Can I receive customer support in person?

We often hold meet up events in the cities where we operate. These support events are held for driver-partners interested in signing up to Turvy or seeking face-to-face support.

Follow us on our Turvy Australia Driver Facebook page to determine where and when future Turvy Driver Meet-Ups will be held.

How Completion Rate (CR) works

Why do I need to maintain a high Completion Rate (CR)?

At Turvy, we believe a high CR provides our riders with a reliable ridesharing service. For this reason, we have set a minimum CR for each city in which Turvy operates. If a rider cancels the trip for one of the following reasons, your CR may be affected:

– You didn’t arrive at the pickup point on time 

– You didn’t make enough progress toward the rider/pickup point

– You started the trip before picking up the rider

What happens if my CR falls below my city’s minimum requirement?

Your Weekly Completion Rate (WCR) is calculated every Monday. If your WCR falls below the Minimum Requirement, you’ll receive a reminder. Your account may also be temporarily suspended. If your WCR is below the Minimum Requirement for four (4) consecutive weeks, your report will, unfortunately, be deactivated.

Driving with Turvy at the airport

Why can’t I receive airport trip requests? 

To receive airport trip requests, you’ll need to accept the relevant terms and conditions of the Airport. You can find them in Settings > Legal. Once complete, you’ll be notified of any airport trips in the Turvy-Driver app.

Please note: always ensure you pick up a rider in the designated Rideshare Pickup / Holding areas.

Where are the Rideshare Pickup / Holding Areas located?

Most airports have their designated area for rideshare services. Upon entering the airport area, simply follow the signs. If you have any trouble, we suggest viewing the relevant airport’s website for more details. 

What happens if I wait in the airport queue but only receive a short trip? 

After receiving and completing the short trip request, you will be placed in a priority queue if you return to the airport within 12 hours. Only drivers who have completed short trips will be placed in the priority queue. (Please note: short trip means that the actual travelled distance is ≤12km)

Why did I lose my place in the queue?

If you leave the queue, you will automatically lose your position. We recommend staying in place to avoid losing your spot!

Can I answer calls while driving?

Generally, fully licenced drivers can only make a call if:

– Their mobile phone is in a secure commercially designed cradle fixed to the car

– Their mobile phone is operated without touching any part of the phone (e.g. Bluetooth or voice activation)

We recommend following local road rules and regulations when driving and using the Turvy Driver app.

How do I contact a rider?

Once you’ve accepted a trip request, you can contact the rider via message/phone call. To get your rider:

– Tap the PHONE icon to call 

– Tap the MESSAGE icon to send an in-app message

Please note that mobile numbers are anonymous for both riders and drivers for privacy reasons. If the trip ended within the last seven days, the rider could contact you directly through the self-help function in the app. Please remind your rider to take all of their belongings with them when the trip has ended! 

How do Point-to-Point trips work?

Point-to-Point trips allow you to limit your trip requests so that they are on the way to the entered destination. Every day, you’ll get three opportunities to set Point-to-Point travel.  

To set a destination, simply tap on the menu icon on the bottom right of the home screen. Tap ‘Set Mode’ and select your goal by entering an address. 

Tip: When you’ve finished for the day, set your home destination, and Turvy will only show you trip requests heading in that direction.

Missing tolls

Each time you drive through a toll during a trip, the toll fee amount is added to the fare. 

If you find you are missing a toll amount, please contact Customer Support and provide us with the following details:

– The trip you are missing a toll from 

– The toll name 

– The amount missing

If we determine that a toll amount was missing, we’ll add this toll to the next payment cycle, and this will reflect in your payment statement (under ‘Other’). 

How does the Cancellation Fee work?

We understand it can be frustrating when a rider cancels your trip. That’s why we’ve got Cancellations Fees in place to keep things fair for all our users. Each city has its own cancellation rules. Please visit our Cancellation Policy in the Turvy Driver app > Account > Settings > Legal. 

If you believe you’re missing a Cancellation Fee, please reach out to us by tapping your profile picture > Service Centre > Fare Related > Contact Us > Email Customer Support.

How are fares calculated?

Fares are calculated by the following:

Other charges may include:

To view a detailed fare breakdown of every trip, please head to Trip History > Fare Details.

How do I request a Cleaning Fee?

If a rider makes a mess/damages your vehicle, preventing you from accepting further trip requests, you can request a Cleaning Fee to help cover the cost of cleaning. Please note: if the rider has a valid reason for disputing this fee, then you may not be able to receive the Cleaning Fee.

To request a Cleaning Fee, please contact Customer Support and provide us with all of the following information:

  1. The trip details
  2. Photos of the mess/damage (these must be taken from multiple angles)
  3. A photo of you with the mess/damage while holding your driver’s licence
  4. A photo of the cleaning receipt from a professional cleaning company (must be provided within seven days and include a valid ABN)

Once we’ve received all of the information, we’ll determine the severity of the mess/damage based on the following criteria:

Necessary: the amounts shown above represent the maximum amounts that can apply. The Cleaning Fee amount will be based on the mess/damage and will correspond with the amount shown on your cleaning receipt (to the extent that the invoice amount doesn’t exceed the maximum limit). We’ll also review your trip history to verify that you could not continue accepting trip requests due to the mess/damage. If the rider lodges a dispute or you request multiple Cleaning Fees, we’ll review the situation carefully. Please keep in mind that attempting to obtain a Cleaning Fee by dishonest or fraudulent means is against our Anti-Fraud Policy and may result in account suspension/deactivation.

What signage requirements do I need?

While signage requirements differ across each state and territory, drivers must ensure that they comply with the signage requirements applicable to their particular area of operation.

Turvy provides the required number of removable window stickers with the pre-approved Turvy logo (“Turvy signs”). The Turvy signs are retroreflective, in a square shape and at least 146mm x 146mm in size. If needed, drivers can request additional Turvy signs at one of our Driver Hubs or directly contact us.

Please note that the driver’s responsibility is to ensure that the Turvy signs are correctly displayed as local regulations require. Drivers who fail to comply with the regulatory requirements may be subject to a penalty imposed by local authorities. Turvy will not indemnify any driver for any fines issued to the driver about the driver’s failure to comply with the relevant signage requirements.

Drivers should carefully review the relevant sections below for the specific requirements. Please check this section regularly, as Turvy may amend these guidelines from time to time to reflect the legislative and regulatory updates. For the further and latest information on the relevant regulatory requirements, please refer to the Commercial Passenger Vehicles Victoria (“CPVV”). Drivers can obtain the CPVV sign from their website.

Victoria
By way of guidance, drivers must ensure that:

Tip: Apply the Turvy sign or CPVV sign on the rear windscreen

Drivers must also ensure that whenever they use their vehicle for purposes other than providing transportation services to passengers using Turvy’s App (i.e. when you are not logged into Turvy’s App), they remove all Turvy signage from the vehicle.

Fatigue Management Policy:

Driving Time...

Driving for extended periods without a break increases the risk of fatigue-related driving incidents. To help you stay safe on the road and to help you comply with legal obligations related to managing fatigue, the Turvy app will take you offline for an 8 hour uninterrupted break period after 12 cumulative hours of being online. After every 12 hours spent online without a consecutive 8-hour break, driver-partners must be offline for eight continuous hours before driving again.

To help you manage your time, the app will notify you when you are getting close to 12 hours of being online with the Turvy app. You’ll receive a notification when you have less than 2 hours left to drive, another when you have less than 1 hour left, and a reminder when you have less than 30 minutes left.

If you happen to be on-trip when you hit your 12th hour of being online, you will be able to complete your trip before the app takes you offline for 8 hours.

Below are some examples to help explain how this works in practice:

Driving while fatigued

Driving for extended periods increases the risk of incidents related to fatigue – it’s essential to know the signs and understand how the Turvy Driver app helps you manage fatigue.

Common signs of fatigue

How fatigue affects your driving

Fatigue increases your chance of having an accident. It affects your driving by causing:

Fatigue and other work and activities

When driving or delivering using the Turvy app, it’s essential to assess your level of fatigue before logging on. Think about how long you may have been awake and whether you’ve had enough sleep. Remember, driver-partners have a legal obligation to manage their fatigue while driving on the app.

Managing fatigue

As stated in our Community Guidelines, sleep is the only accurate preventative measure against the risk of fatigue.
Here are some tips to help you manage fatigue:

 

 

Fatigue Management Policy

Turvy's Community Guidelines say that you should take a break to help safeguard your and your passengers’ safety if you’re driving and feel tired. Additionally, state transit authorities in Australia now outline the responsibilities of driver-partners to manage risks regarding health and safety (such as fatigue).

To help you comply with your safety obligations, the Turvy app keeps you aware of how many hours you’ve spent online. The Fatigue Management feature will take you offline for eight consecutive hours if you have been online for 12 cumulative hours without a straight 8-hour break.

Remember, driver-partners have a legal obligation to ensure that they do not drive while fatigued.

 

Frequently asked questions

Why does the Turvy app take me offline for an 8-hour break?

You were driving while fatigued poses a severe safety risk to you and your riders, and all road users. Driver-partners also have a legal obligation to manage their fatigue at all times effectively. You should find our Fatigue Management Policy helpful to help you comply with these obligations.

What counts toward 12 hours?

The entire duration between the time you go online and offline will be counted as time towards the Fatigue Management Policy. Time counted will include:

When will the 12 hours of online time reset?

To reset your 12 hours of cumulative online time, you will need to take an uninterrupted break by going offline for 8 hours. Any break shorter than this will not contribute toward resetting your counter.

How will I know when I reach 12 hours?

You can monitor the time you have been online in your Turvy Driver app in your Trip Planner by tapping ‘See driving time’. This will tell you the total time you have been online for.

You will be notified when you are approaching 12 hours of online time at 2 hours, 1 hour, and half an hour before the app takes you offline for an 8-hour break. If you are on-trip when you hit your 12th hour of being online, you will be able to complete your trip before being taken offline for 8 hours.

Will my app reset after 24 hours?

No. If you reach 12 cumulative hours of online time without an uninterrupted 8-hour break, the app will take you offline for 8 hours.

 

What situations can lead to fatigue?

Staying awake or working for excessive periods can lead to fatigue.

When am I most at risk?

Driving at night is when you are most at risk of tiredness and after lunch and early in the morning.

Additional online resources

 

Covid-19

Driver-partners*

Most importantly, do not drive if you’re feeling sick.

The most important thing you can do right now is to stay home. This is especially critical if you’re feeling sick. This will help limit the spread of the virus. Let’s help keep drivers safe and ensure that rides are available for those who need them.

 

If you’re driving:

 

 

Health and safety tips

We’re reminding everyone who uses Turvy to follow advice from public health authorities. If you’re sick, stay home and away from others. Wash your hands frequently, and cover your cough or sneeze. For more information, visit the World Health Organization website.

More information

Treat everyone with respect.

We‌ ‌believe‌ ‌that‌ ‌everyone‌ ‌should‌ ‌feel‌ ‌supported‌ ‌and‌ ‌welcomed.‌ ‌We’ve‌ ‌created‌ ‌standards‌ ‌on‌ ‌physical‌ ‌contact,‌ ‌inappropriate‌ ‌conduct‌ ‌and‌ ‌sexual‌ ‌assault,‌ ‌threatening‌ ‌and‌ ‌rude‌ ‌behaviour,‌ ‌unwanted‌ ‌communication,‌ ‌discrimination‌ ‌and‌ ‌property‌ ‌damage.‌

Physical contact

Don’t‌ ‌touch‌ ‌strangers‌ ‌or‌ ‌anyone‌ ‌you‌ ‌just‌ ‌met‌ ‌while‌ ‌using‌ ‌any‌ ‌of‌ ‌Turvy’s‌ ‌apps.‌ ‌Hitting,‌ ‌hurting‌ ‌or‌ ‌intending‌ ‌to‌ ‌hurt‌ ‌anyone‌ ‌is‌ ‌never‌ ‌allowed.

‌Inappropriate‌ ‌conduct‌ ‌and‌ ‌sexual‌ ‌assault‌

‌Personal‌ ‌space‌ ‌and‌ ‌privacy‌ ‌should‌ ‌be‌ ‌respected‌ ‌at‌ ‌all‌ ‌times.‌ ‌The‌ ‌following‌ ‌list‌ ‌provides‌ ‌examples‌ ‌of‌ ‌improper‌ ‌conduct‌ ‌but‌ ‌is‌ ‌not‌ ‌exhaustive.‌  

Sexual‌ ‌assault‌ ‌and‌ ‌sexual‌ ‌harassment‌ ‌of‌ ‌any‌ ‌kind‌ ‌are‌ ‌prohibited.‌ ‌Sexual‌ ‌assault‌ ‌and‌ ‌misconduct‌ ‌refer‌ ‌to‌ ‌sexual‌ ‌contact‌ ‌or‌ ‌behaviour‌ ‌without‌ ‌the other person’s explicit consent.‌

Threatening and rude behaviour

Aggressive, confrontational and harassing behaviour is not allowed. Don’t use language or make gestures that could be disrespectful or threatening. It may be a good idea to avoid personal topics that can be divisive, like religion and political beliefs.

Keep conversations casual and friendly with driver-partners and co-riders. Don’t ask personal questions or act aggressively toward others.

Unwanted contact

Contact should end when the trip or delivery is complete unless it’s to return a lost item. For example, texting, calling, visiting, or visiting someone in person after the trip or delivery has been completed is not allowed.

 

Discrimination

You should always feel safe and welcome. That’s why we don’t tolerate conduct we’ve determined to be discriminatory. Do not discriminate against someone based on age, colour, disability, gender identity, marital status, national origin, race, religion, sex or sexual orientation.

Property damage and locking

Damaging property is never allowed. Some examples include damaging or tampering with the car requested through the Turvy apps, breaking or vandalising a phone or tablet, intentionally spilling food or drink, smoking in a vehicle, or vomiting due to excessive alcohol consumption. If you damage property, you’re responsible for the cost of cleaning and repair fees outside of normal wear and tear.

How Acceptance Rate (AR) works

Why do I need to maintain a high Acceptance Rate (AR)?

At Turvy, we believe a high AR provides our riders with a reliable ridesharing service. Your AR is calculated daily and may decrease if you: 

– Exceed a trip request’s response time

– Skip or decline a trip request

Please note: that your AR will not be affected if the rider cancels the trip request within the request’s time limit. 

What happens if I decline too many trip requests?

We understand that you may need to decline a trip request from time to time. However, please remember that declining too many requests can affect riders’ experience. If you cannot continue accepting trips, we recommend going offline. Please note: if we detect that you have declined or ignored too many requests in a day, we may place a temporary suspension on your account.