Bolt has permanently blocked more than 6,000 drivers from its platform in sixth months due to non-compliance and safety matters.
The e-hailing app has adopted strict new policies as part of an ongoing effort to improve the quality and safety of its service, both for the riders and the drivers.
A proactive stance on safety
There have been a number of concerns related to the safety of using e-hailing apps in South Africa, from operators using unroadworthy cars to individuals posing as verified drivers on Uber and Bolt, some of which are just trying to make money in tough times, while others have more nefarious intentions.
Even when the drivers are authenticated, this does not guarantee the safety of the passengers, as has been shown in multiple high-profile cases.
In May, it was reported that a Bolt driver allegedly stabbed two young women in Table View, Cape Town after refusing to drop them off at their requested location.
The company quickly responded to the incident by blocking the driver from the platform while launching an investigation into the matter, according to TimesLive.
“The safety and wellbeing of our riders are our top priorities, and we do not tolerate any behaviour that compromises their safety or security,” said Sandra Buyole, PR manager for Africa at Bolt.
“Bolt will co-operate fully with the police investigation, providing any information possible that may lead to an arrest and conviction of the perpetrator/s.”
Earlier this year, another Bolt driver, Emmanuel Mudau, was sentenced to two life imprisonment terms for four counts of rape, four counts of kidnapping, and two counts of assault with intent to cause grievous bodily harm for actions he committed against female riders he picked up while operating on the app in Gauteng in 2022, reported IOL.
It is important to note, however, that e-hailing drivers can also be victims of crimes as they are an easy target for hijackers, which has led to the creation of groups like the Wolves – an informal organization created to ensure a sense of safety and security among Uber and Bolt members.
In response to these concerns, Bolt is enforcing stricter compliance measures and developing new safety features.
This includes an emergency assist function created in a partnership with the Automobile Association (AA) that shares the ride’s details and location to a 24/7 contact centre to deploy security and emergency services at a moment’s notice.
Both drivers and passengers can share the trip’s details with trusted contacts, and Bolt offers a Trip Audio Recording feature that can be reported to customer support.
It is also ramping up its rider identification process by requiring users to upload a selfie ID photo that the app verifies before approving requests.
On the driver’s side, the service provider is looking into ways of checking the authenticity of documents, as the industry is currently facing a major challenge with applicants faking their credentials, according to the Western Cape E-hailing Association’s Siyabonga Hlabisa, who spoke to 702 on the matter.
A trip monitoring function can detect when the vehicle is stopped for long periods at a time and will prompt the user to check if everything is ok with a pop-up that needs to be tapped.
Additionally, Bolt is performing background checks on its applicants as part of the driver screening process, and any person – driver or passenger – who is found violating its safety or non-compliance standards may face permanent suspension from the platform.
The company encourages all of its users to check for the latest safety communications that it publishes on its driver and rider safety pages.
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