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 is unsuccessful, Turvy will notify you 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 the following:

– 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 double-checking 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. However, 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.

You can complete the process online through the Australian Business Register (ABR) to obtain an ABN and register for GST. You can also register your ABN for GST through their website (please ensure you have your Tax File Number (TFN) handy). If you need help with 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 and annual.

Car requirements and inspection procedures vary from state to state. Please visit 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 for 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, 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. You'll receive a reminder 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, Turvy will notify you of airport trips in the Turvy-Driver app.

Please 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, follow the signs. We suggest viewing the relevant Airport's website for more details if you need any help.

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 ≤2km

Why did I lose my place in the queue?

If you leave the queue, you will automatically lose your position. Therefore, we recommend staying in place to keep 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

For privacy reasons, mobile numbers are anonymous for both riders and drivers. If the trip ended within the last seven days, the rider could contact you through the app's self-help function. Please remind your rider to take all their belongings when the trip ends!

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, tap the menu icon on the bottom right of the home screen. Next, 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 get in touch with 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 is missing, we'll add this toll to the next payment cycle, which 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 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 need 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, you may not be able to receive the Cleaning Fee.

To request a Cleaning Fee, please get in touch with 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 picture 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. We'll review the situation carefully if the rider lodges a dispute or requests multiple Cleaning Fees. Please remember that obtaining 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, square, 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 specific requirements. Please check this section regularly, as Turvy may amend these guidelines periodically 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.

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. Therefore, the Turvy app will take you offline for an 8-hour uninterrupted break period after 12 cumulative hours of being online. In addition, after every 12 hours spent online without a consecutive 8-hour break, driver-partners must be offline for eight hours before driving again.

The Turvy app will notify you when you are getting close to 12 hours of being online with the Turvy app. In addition, 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 are on-trip when you hit your 12th hour of being online, you can 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 fatigue-related incidents – it's essential to know the signs and understand how the Turvy Driver app helps you manage fatigue.