Bolt South Africa cracks down on non-compliance, permanently blocks thousands of drivers to enhance safety

Bolt South Africa has taken decisive action to enhance the safety and compliance on its platform by permanently removing access for over 6,000 drivers in the last six months. These drivers were barred from the mobile app due to issues related to non-compliance with the company’s policies and safety concerns.

In a recent statement, Bolt emphasized that this measure is a reflection of its continuous effort to bolster safety standards. The company is determined to enforce stringent actions against any form of misconduct to create a more secure environment for both its riders and drivers.

Bolt has made it clear that it will persist in its policy of permanently blocking both drivers and riders who are reported for misconduct. This step is part of a broader strategy to enhance the safety features available to customers and to improve the overall experience of trips booked through the platform.

Within the e-hailing industry, the act of permanently blocking drivers, who are typically engaged as independent contractors, also signifies the end of the contractual relationship between the individual driver and Bolt.

Weyinmi Aghadiuno, who is currently serving as the acting head of regulatory and policy for Bolt Africa, stated: “At Bolt, maintaining the highest standards of safety and trust is paramount. We understand the trust our customers place in us, and we are taking proactive steps to ensure their well-being during every ride.” This comment underscores the company’s commitment to upholding trust and safety as foundational elements of its service.

Bolt South Africa has adopted a zero-tolerance stance on safety violations, asserting that even a single incident is one too many. The company is committed to ensuring that its platform is populated exclusively by top-rated drivers, with the goal of delivering an enhanced ride experience for all its users.

With a customer base of 150 million people worldwide, Bolt has established a significant presence in over 45 countries. In Africa, the e-hailing service is active across seven countries—South Africa, Kenya, Ghana, Nigeria, Uganda, Tanzania, and Tunisia—and operates in 70 cities throughout the continent. This expansive reach reflects Bolt’s dedication to providing accessible and reliable transportation options to a diverse range of markets, while continuously striving to uphold the highest standards of safety and customer satisfaction.

The e-hailing industry, including companies like Bolt, has faced challenges with incidents of crime, including violent attacks, harassment, alleged sexual assaults, and theft targeting passengers. These incidents have cast a shadow over the industry and raised concerns about passenger safety.

A particular issue that has exacerbated these safety concerns is the practice of “tenant drivers,” where legitimate, registered drivers rent out their Bolt accounts to third parties who are not officially recognized or vetted by Bolt. These third-party drivers, who may be friends or strangers to the account owner, then operate under the guise of the legitimate driver’s identity, sometimes leading to criminal activities being carried out without the direct knowledge of the account holder.

Bolt has taken a firm stance against the renting out of driver accounts, recognizing it as a fraudulent activity that poses significant safety risks. The company has communicated that any driver found to be engaging in this practice will face permanent removal from the platform. Bolt has also indicated its willingness to involve law enforcement, specifically the South African Police Service, by laying charges of fraud against individuals found to be renting out their profiles or using rented profiles to commit crimes.

Driver accounts may be blocked for various reasons, such as using a false identity, possessing invalid or expired documents, engaging in dangerous behavior during trips, or soliciting trips outside of the Bolt platform. For less severe infractions, driver accounts may be subject to temporary suspension, with the possibility of appeal through Bolt’s support team.

To enhance safety for both drivers and riders, Bolt has implemented several key features. These include an audio recording option for trips, an in-app emergency response service, trip monitoring tools, and verification processes for both riders and drivers, which involve taking a selfie and uploading identification documents.

Bolt emphasizes the importance of its driver screening process, which includes background checks prior to allowing drivers to operate on the app. The company has intensified its enforcement of platform guidelines to ensure compliance and uphold safety standards. Any driver or rider found to be violating these standards or engaging in non-compliant behavior is subject to immediate and severe consequences, including the possibility of permanent suspension from the service. Bolt’s commitment to safety is reflected in its proactive approach to preventing and addressing safety violations on its platform.