DRIVER S MANUAL V1.0 TECHNOLOGY NETWORK AUSTRALIA PTY LTD , Logan Road, Greenslopes, QLD, 4120

Transcription

1 DRIVER S MANUAL V1.0 TECHNOLOGY NETWORK AUSTRALIA PTY LTD. 433, Logan Road, Greenslopes, QLD, drive@muve.com.au

2 CONGRATULATIONS ON CHOOSING TO PARTNER WITH MUVE! We proudly welcome you to our team and look forward to working with you for many years to come! Thank you for helping us provide Australians with a safer and a more affordable way to go places. Please read this manual thoroughly and keep it for future reference. If you have any questions, please do not hesitate to call us on our muve Driver Hotline or us at drive@muve.com.au. You can also use the chat line on your driver app. We will be happy to answer any questions you may have and assist you in any way possible. DRIVER S OFFICE NO., GREENSLOPES QLD 4120 PHONE ADDRESS drive@muve.com.au DRIVER S MANUAL V1.0

3 TABLE OF CONTENTS Introduction to the muve Platform 3 Getting Started with muve 3 How to Create a Driver Account 4 Uploading Documents 4 Collecting your Signage 7 Start Driving 6 muve Vehicle Categories 7 Introduction to the muve Driver App 9 Experiencing Technical Difficulties 12 muve s Rating System 12 A Guideline to Maintaining a Higher Star Rating 13 How to Serve the Rider 16 How to Deal with a Difficult Rider 16 How muve Pays you 17 Fines and Citations 17 Accidents and Reporting 18 Legal Obligations After an Accident 18 Legal Advice 19 What to Do in an Emergency Situation 19 The muve Emergency Button 20 In Case of a Breakdown 21

4 INTRODUCTION TO THE MUVE PLATFORM Muve is a state-of-the-art ridesharing platform that allows the Rider to find a ride with just a few taps of their smart phone. The main elements of the muve platform are the Rider/Driver Applications and the Backend Servers and Computers which process the ride requests while keeping a smooth avenue of communication between the two. GETTING STARTED WITH MUVE There are a few important things that need to be taken care of before you can start driving. It is a legal requirement for all our muve Drivers to have a valid ABN (Australian Business Number), a valid Australian Driving Licence, Driver Authorization and Booked Hire Service Licence (BHSL) to contract for muve. Please refer to the following websites given below for further information: If you have any queries with regards to the above, kindly contact the Department of Transport and Main Roads on for Ridesharing and Driving. For questions about your work rights and ABN, please contact the Australian Taxation Office on or the Department of Immigration and Border Protection on Muve Drivers are independent contractors and are therefore required to pay their own taxes. Please refer to the Australian Taxation Office for further details. DRIVER S MANUAL V1.0 03

5 HOW TO CREATE A DRIVER ACCOUNT You can create an account by visiting the Driver section on the official muve website ( or through the muve Driver mobile application. Please make sure to enter in a valid mobile phone number and address so we can verify your account. We will also ask for your bank details. Please make sure that you double check your BSB and account number because we will use this information to send you your well-deserved earnings! UPLOADING DOCUMENTS Once your account has been verified, we will also require some additional information about you. You must upload ALL documents mentioned below via our website or the muve Driver App. You can also your documents to drive@muve.com.au a. A recent colour Photograph of Yourself; 1. Your profile photo must have been taken within the last 2 months. 2. You must face the camera directly with full face in view. 3. You must have a neutral facial expression or a natural smile, with both eyes open. 4. Use a plain white or off-white background. 5. Do not wear sun glasses when taking your profile photo. 6. Do not wear a hat or. 7. Do not wear headphones or wireless hands-free devices when taking your photograph. 8. The photograph must be clear and in focus, with no marks or 'red eye'. 9. Your hair should be brushed neatly off the face so that the edges of the face are visible. 10. The size of the photograph should be less than 1MB. 04

6 b. A copy of your Australian Driver s Licence; Kindly check your licence expiry date and make sure that you renew it on time. c. A copy of your Driver Authorization/Accreditation from your respective state; A Driver Authorization is a legal requirement which allows you to provide public transportation services. You may acquire this qualification through your respective State s Department of Transport. Please note that you must lodge this application in person at the Transport Office. d. A clear Photograph of your Vehicle from the front showing the registration number plate; e. A copy of your vehicle s Certificate of Inspection (Roadworthy Certificate); You can obtain this certificate through any motor mechanics certified by your respective State s Department of Transportation. f. A copy of your Vehicle s Insurance Policy which provides coverage and protection against bodily injury and property damage to yourself, your passengers and also third parties. Third party Insurance Class 26 or class 4, 10 A or 11 is compulsory for all muve Drivers. You must also notify muve upon renewals as well as any changes to your policy. g. A copy of your Booked Hire Service Licence (BHSL) In order to apply for a Booked Hire Service Licence, you will need the following. Current Certificate of Inspection Third Party Insurance (CTP) Cost The BHSL Will Cost - $ BHSL s are issued for a 12 month period only Contact the Department of Transports and Main Roads (DTMR) on (07) for Further Information N.B - Please note that it is your responsibility to pay for any costs incurred in obtaining the above mentioned documents. DRIVER S MANUAL V1.0 05

7 GETTING APPROVAL Once you have uploaded all the necessary documents, we will start assessing your application. We will inform you if there are any issues. Otherwise, be on the lookout for an congratulating you on officially becoming a muve Driver! COLLECTING YOUR SIGNAGE Once all your documents have been approved, you may collect your muve signage from our Driver Support Office in Brisbane. The address is No. 433 Logan Road, Greenslopes, QLD If you do not reside in Brisbane, we can post your signage to you! You must display your signage on the passenger side of your front windscreen and also on the left-side of your back windscreen while you are driving for muve. START DRIVING If you wish to be successful as a muve Driver, please be sure to carefully read our community and behavioral guidelines before you start driving so that you are aware of what we expect from our users, Drivers and Riders alike. 06

8 MUVE VEHICLE CATEGORIES We will register your vehicle/vehicles under the following vehicle categories mentioned below. MINI Cars that are less than 4300mm in length. The maximum age of a vehicle belonging to this category should be no more than 10 years old. However we will also consider cars that are up to 14 years old including vehicles that may belong to other categories. CLASSIC Cars which are 4300mm or above in length, and up to 10 years old. GRAND Premium vehicles belonging to luxury brands. The maximum age of a vehicle belonging to this category should be no more than 10 years old. PLUS Vehicles that can accommodate a minimum of 6 to 7 passengers at a time. The maximum age of a vehicle belonging to this category should be no more than 10 years old. The muve platform will send a ride request based on the vehicle category requested by the Rider. Depending on the availability of vehicles, you may also receive ride requests made to vehicle categories lower than yours. For example: muve Classic and muve Grand vehicles may receive ride request from Rider s seeking a muve Mini vehicle. If you do not wish to receive such ride requests, kindly inform the muve Driver Support Team. They will make the necessary changes so that you will only receive ride requests that are sent exclusively to your registered vehicle category. DRIVER S MANUAL V1.0 07

9 As of 1st January 2018, the muve Ridesharing rates for the State of Queensland are as follows- MINI VEHICLES Basic Fee Rate per KM Rate per Minute Cancellation Fee $2.00 $1.05 $0.38 $5.00 CLASSIC VEHICLES Basic Fee Rate per KM Rate per Minute Cancellation Fee $2.00 $1.15 $0.38 $6.00 GRAND VEHICLES Basic Fee Rate per KM Rate per Minute Cancellation Fee $4.00 $1.95 $0.60 $9.00 PLUS VEHICLES Basic Fee $3.10 Rate per KM $1.75 Rate per Minute $0.55 Cancellation Fee $

10 INTRODUCTION TO THE MUVE DRIVER APP Muve Drivers can work according to their own schedule at their own pace so whenever you think you could assist someone to get to a particular destination, simply login to the muve Driver App and go Online. When a Rider requests a booking, the system will send the requests to the muve Drivers closest to the Rider as per the algorithm that we have programmed. As a muve Driver, you will have 30 seconds to respond and accept the ride that is o ered to you. 1. When you open up the muve App, it will automatically be on O ine Mode. To go online simply slide the pink arrow to the right Always remember to Go O ine if you are taking a break or if you are in a situation where you are unable to attend to a ride request immediately. Never place the muve App on Online Mode unless you are ready to promptly accept a ride request. Remember that having a poor ride acceptance rate will cause you to end up with a poor Driver Rating. 2. Next, you will be prompted to select a vehicle. Select your vehicle and click on the Go button to go Online. DRIVER S MANUAL V1.0 09

11 3. You will see the following screen once you are ONLINE. 4. Once you are notified of a hire, Click on the PINK TICK to accept the booking within 30 seconds. N.B - The Drivers who are closest to the Rider will receive the ride requests made by the Rider. You may notice that your phone might stop ringing after a few seconds. This means that another muve Driver would have already accepted the ride request Once you accept the ride, the muve App will show you the location of the Rider. You may then proceed to follow the map and pick-up the Rider. 5. When the Rider gets in the car, click on the START RIDE button to start the ride. If the Rider has already typed the destination address, the muve Driver App will guide you on how to get to the destination. If you are a well experienced Driver, you may proceed on the best route that you know of. However, we suggest that it is always best to ask the Rider if he or she has a preferred route to reach the destination. 10

12 If the Rider has a preferred route, it is always best to take the route recommended by the Rider and thereby avoid any misunderstandings and disagreements. Never forget that a happy Ride will always help you to maintain your star ratings! 6. Once you have reached the Rider s destination and you have ended the trip, the muve system will calculate the total cost of the trip and the trip fair will be charged from the Rider s Credit Card or Debit Card automatically. RIDERS WILL BE CHARGED FOR TRIPS FROM THEIR CREDIT/DEBIT CARDS OR PAYPAL ACCOUNT DIRECTLY! If you come across any technical issues related to the muve App or if you have forgotten to start the ride after picking up the Rider, kindly inform the muve Driver Support Team immediately. If for any reason you were unable to get through to us via phone or chat, kindly send us an at drive@muve.com.au and one of our Driver Support Team members will help you to resolve the issue as soon as possible. Kindly note that muve is a cashless service, therefore muve Drivers are strictly prohibited from requesting cash from any of the Riders or Passengers. At the end of the trip Riders will be given the option of tipping the Driver. If the Rider chooses to tip you, muve will credit this amount to your personal account along with your earnings. N.B - The muve system will send you a new ride request once you have completed your previous trip and are back Online ready to take on a new ride. DRIVER S MANUAL V1.0 11

13 EXPERIENCING TECHNICAL DIFFICULTIES I If you are experiencing certain issues it could also be due to problems with your I and not necessarily a technical issue related to the muve App. However, if you begin to experience any technical difficulties while using the muve Drivers App we highly recommend that you follow the steps mentioned below. Check if your smartphone and your network settings are in working order Close and reopen the muve application If you get an error message close the App entirely and try the following steps- 1. Restart your smartphone 2. Reset your network settings or make sure that your internet is working properly. If the problem still persists kindly take a screen shot of the error message and contact the muve Driver Support Helpline immediately. N.B - Always ensure that your mobile device is fully charged before you go Online to accept a ride. We strongly advise all muve drivers to have a compatible vehicle phone charger or a portable battery pack/ power bank in their vehicle at all times to avoid any battery related issues which may arise during a driver s shift. MUVE S RATING SYSTEM Whenever you complete a trip, the Rider and you (the Driver) will both be able to rate each other based on your individual experience of the trip. This evaluation system consists of a rating gage between 1 and 5 Stars. 12

14 The Rider and you (The Driver) will also be able to provide written feedback in the form of comments. This helps us at muve to ensure that we have a community of polite and well-mannered Drivers and Riders who care for each other. As a muve Driver if your ratings fall below the accepted standard, we will personally contact you to see how we could assist you in bringing your ratings back up to the standard level that must be maintained by all muve Drivers. Muve s accepted level of minimum rating would be 4.6 or above; therefore we at muve encourage you to make every effort to keep your ratings higher since your rating will also affect the ride request that you receive on your muve Driver application. If you have any suggestions or need our assistance in order to give our Riders a better service please contact us through our muve Driver Support Line and let us know how we can assist you. Riders are always looking for a 5 Star Service, therefore, let s work together to give them the very best Ridesharing experience! A GUIDELINE TO MAINTAINING A HIGHER STAR RATING The following information may help you impress your Riders and thereby achieve better ratings. 1. Whenever a Driver confirms a booking, the Rider sees an estimated time of arrival. Although ETA times are not 100% guaranteed, taking a reasonable effort to be on time at the pick-up location will give the Rider a good impression about your service. Always endeavor to be on time. If anything is delaying you from arriving at the pick-up location on time, kindly notify the Rider immediately. 2. Once you reach the pick-up location, you may contact the Rider after waiting for at least 5 minutes. DRIVER S MANUAL V1.0 13

15 Showing a lack of knowledge in the area that you are driving will only give the Rider a negative perception about you. Therefore, you must make an active effort to understand the area and study the roads well. Taking a passenger through a wrong route will make the client unhappy and this is one of the main reasons why disputes and arguments arise between Riders and Drivers. If you are unsure about the route you may politely ask the Rider whether he/she prefers any particular route to get to his/her destination. In most cases, if the Rider knows the area well, he/she will have a preferred route. Though you might know another route, it is always best to adhere to the Rider s choice. If the rider has no preferred route, it may be best to follow the indicated route through Google on our app, unless you know a better route. Maintaining the cleanliness and sanitation of your vehicle is a crucial part of providing the Rider with an excellent standard of service. Remember, Riders rate and provide feedback on the experience that you provided them, which may consist of not only your driving style, and ability to select an efficient route, but also the cleanliness of your vehicle. Some Riders love to have a pleasant conversation with the Driver. However, some Riders may prefer silence while they are on a trip. Therefore, you may use your intuition to understand the Rider and act accordingly. You may have a friendly conversation with the Rider but please remember to behave in a professional manner at all times. At the end of the day having a friendly and courteous conversation will contribute towards a Rider having a positive experience. Always make sure your riders wear their seatbelts. Make your Riders feel safe by driving carefully at all times. Ensure that you follow road rules and drive in a manner that will enable you to prevent and/or predict dangerous situations. Following rules and regulations will enable you to give the Rider a positive overall experience. Muve will not tolerate Drivers who disregard the safety of the Riders as well as other Drivers and pedestrians. Always keep your vehicle neat, clean and tidy both on the inside as well as on the outside. Also ensure that all the parts in your vehicle are functioning at their optimum level. 14

16 Eliminate bad odors from your car but keep in mind that having a strong smelling air-freshener will only give the Rider an unpleasant experience. Whilst wearing a uniform is not required by muve, Drivers must dress appropriately and be presentable at all times. This means no obscenities, offensive or otherwise controversial logos, slogans or phrases are to be seen on a Driver s clothing. This also applies to any accessories your vehicle may have. Whilst muve respects everyone s rights to freely express their opinions, we feel that it is just as important for both the Driver and the Rider to feel comfortable and relaxed whilst journeying. Muve recommends that all Drivers be professional and also reflect that in their attire. This means opting for items such as a well-ironed, button down shirt rather than a T-shirt, and shoes rather than trainers or sandals Muve has a strict zero-tolerance policy with regard to consuming Alcohol, Drugs and Smoking while on duty. Muve Drivers while active on the Driver App, are prohibited from consuming any form of alcohol, drugs or intoxicants. In order to ensure the comfort and well-being of fellow Drivers and Riders, smoking is also strictly prohibited. Avoid driving whilst you are exhausted, feeling drowsy or unwell. Not only is it dangerous for you to drive, but you may also not be able to concentrate and run the risk of increasing your chances of having an accident. Should you make the Rider feel unsafe, or at very least miss directions, you could end up receiving a poor rating from the Rider. Do not attempt to make or receive any phone calls while driving. This not only distracts you from paying attention to the busy roads but may also endanger your life as well as the life of your Riders, pedestrians and other motorists. Engaging in private conversations may also upset Riders who will no doubt expect a certain level of professionalism and service from you. 14. Switch your Driver application to offline mode whenever you are having a break or otherwise occupied and unable to accept a ride request. DRIVER S MANUAL V1.0 15

17 HOW TO SERVE THE RIDER Remember that you will be evaluated each time you meet a Rider. Therefore, kindly note that it is extremely important for you to make a positive first impression. Greet the Rider with a smile. You must never discriminate a passenger for any reason. Always speak to them by showing them respect regardless of their race, religion, beliefs, or their outward appearance. HOW TO DEAL WITH A DIFFICULT RIDER When you work as a muve Driver, you will invariably have to deal with people of various mindsets. Some clients will get angry very easily, some may be impatient and demanding, whereas others can be intimidating. Since you cannot control another person s temperament, always be patient and try understanding the situation in a calm and composed manner. Above all, always remember to act with professionalism and decorum at all times irrespective of the situation or the client. You must never argue with a client. Talking slowly and calmly will help you to ease the tension if an unpleasant situation arises. Listen to the client actively and show that you care. When the customer feels that you have acknowledged and care about his concerns, it will help to lower the tension. Even though the problem may not have initially been caused by you, apologizing to the Rider can help resolve the issue. If there is something that you would like to share with us to improve our service, please feel free to write to us by sending us an or feel free to call us on our Driver Hotline and express your concerns. 16

18 DEALING WITH AN INTOXICATED RIDER Should you have to deal with an intoxicated Rider, please bear in mind that their judgment could be impaired. As such, polite service with a smile is always the best policy. Should you encounter any difficulties, our Driver Support Hotline is always available to assist you. Always feel free to contact the muve Driver Support Team anytime you encounter a problem which you cannot handle alone. HOW MUVE PAYS YOU You can track your earnings at any time via the muve Driver app. Muve will deposit your earnings minus any applicable fees on a weekly basis. The receipt you receive after a ride is the whole amount paid by the rider excluding any tips. Remember Muve fees and credit card charges will be taken out of this. You will receive an notification to confirm the transfer of funds. If you have any enquiries regarding your payments, please do not hesitate to contact our team via the muve Driver Support Line. FINES AND CITATIONS Please note that muve will not compensate or reimburse any fines or citations arising due to the violation of traffic laws. DRIVER S MANUAL V1.0 17

19 ACCIDENTS AND REPORTING If you are involved in an accident or exposed to situations that may threaten your safety, please be sure to contact the appropriate authorities, as they must be your first point of contact. The Driver app has an SOS button. When tapped it will allow you to call emergency services or a legal hotline. You will not be charged for any advice on the first call to this legal hotline. You must then report the incident to muve by contacting us via the Driver Support Line. LEGAL OBLIGATIONS AFTER AN ACCIDENT Stop and immediately assist any injured person or wounded people. Provide your name and address and that of the owner (if you are not the owner of the car that you are driving) to the other Driver, other owner and any injured person. Report the accident to the Queensland Police within 24 hours of the accident, if someone is injured or killed in the accident. WHAT TO DO AT THE SCENE OF THE ACCIDENT Seek immediate medical assistance if injuries are sustained. Take photos of the scene of the accident and damages caused to all the vehicles involved in the accident. Get full details of the other driver, including names, address, and telephone numbers. Get the name of the CTP insurer and comprehensive/property damage insurer. Get full details of the witnesses including their names, addresses and telephone numbers. Report the accident to your insurance agent. Report the accident to muve. 18

20 LEGAL ADVICE If you or a Rider has suffered personal injury, it is crucial that you obtain legal advice regarding compensation as soon as possible. If you are hospitalized, advice should be obtained on your behalf. If the other Driver is found to be at fault, then the Driver s compulsory third party (CTP) insurer will compensate you for any injuries sustained in the accident. If the other person suffers personal injury because of the negligence of the Driver of an unidentified or uninsured car, a claim can be made against the Nominal Defendant. There are time limits to bring a claim. Any delay, especially if there is an unidentified car, can seriously affect the chances of obtaining compensation. You will need to lodge a claim form with the CTP insurer within 9 months of the accident or the first time that you realize that you are injured, or within 1 month of consulting a lawyer about the claim (whichever comes first). If you do not lodge the claim on time, you will need to provide a reasonable excuse for the delay. If the claim is against the Nominal Defendant, if the form is not lodged within 9 months from the date of the accident, then you will not be able to petition a claim. You have 3 years to commence a court action. WHAT TO DO IN AN EMERGENCY SITUATION Safety comes first. Ensure that the Rider/ Riders and any other individuals present are safe and out of danger; be it an incident inside or outside the rideshared vehicle. DRIVER S MANUAL V1.0 19

21 THE MUVE EMERGENCY BUTTON Once you accept and begin a ride on the muve Driver App, muve s emergency button will appear on your screen. The screen will look like this: SOS EMERGENCY BUTTON This is displayed until you complete the ride. Should an emergency arise, simply tap on the Red Emergency Button. Next, a screen will appear with the following options: Emergency or Accident. If you select Emergency, the emergency services (000) is automatically called. If you select Accident, you will be put through to a 24/7 law firm. The lawyers will be able to assist you with free initial legal advice in the event of an accident or crime. NOT SURE WHAT NEEDS TO BE DONE IN A SITUATION? ALWAYS SEEK HELP If it is an emergency or a criminal offense is presently taking place, call triple zero 000. If it is not an emergency and the crime has already happened call POLICELINK If you have any information that might help solve a crime call Crime Stoppers For advice relating to an accident which is not an emergency call

22 IN CASE OF A VEHICLE BREAKDOWN Always activate your hazard lights. Find a safe spot to pull over, such as a hard shoulder or breakdown lane. Park your vehicle as far away from other traffic as possible. Stay in your vehicle with your seat belt on and call roadside assistance. If you have to get out of your vehicle, always check for traffic. Leave your vehicle from the safest side, away from the traffic. Only allow your passengers to get out the vehicle if staying inside would put them in danger. End ride and have your passengers book another ride. Do not attempt to change a tyre unless it is safe to do so. Try to avoid crossing the road. Stand clear of the road and move behind a safety barrier if it is safe to do so. DRIVER S MANUAL V1.0 21