Your safety comes first.
We continually improve our service and safety standards to ensure an enjoyable rideshare experience for both riders and drivers.
The safety of our users is our top priority. While you are on the road it is important that you feel at ease while driving.
When a rider and driver contact each other regarding a trip, whether that be before or after, both phone numbers will be anonymised.
Get to know your rider before accepting the trip by viewing their star rating.
Before accepting a trip you can preview the destination to make sure you know where you are going at all times.
If anything unusual is detected during your trip you will receive a notification. If there is a problem our safety toolkit and SOS button will be made available to you.
Our live GPS tracking allows you to share your trip with your Trusted Contacts. This can be found in the Safety Toolkit.
If you think that any of your riders were not up to standard you can now unmatch with them so you will never receive a trip request from them again. Please remember if there was a serious incident to report it to us.
With the tap of a button, you can contact law enforcement and emergency services while your trip details and live location will be shared with your Trusted Contacts.
Exceeding Local Government Regulations
DiDi enforces all local government regulations. All drivers must pass numerous document verifications and the required background checks including being accredited to drive in New Zealand. There are limitations in the DiDi app to how many hours a driver can be driving for to combat driver fatigue. All vehicles must not exceed the set age of the city and must have a valid certificate of fitness.
Partnering up with Law Enforcement
DiDi will assist law enforcement agencies with all investigation requests. Helping the police helps to keep our community safer.
We want to look out for each and every member of our community. The following guidelines are meant to ensure that drivers and riders will feel safe, respected, and at ease while using the DiDi app.
Our community is powered by self-reflection. We are always looking for opportunities to improve. We use such listening tools as regular safety surveys, our customer service channels, the Driver Advisory Council, focus groups and other research methods to ensure the features and procedures we create are fit for you. You can even click here to provide feedback!
How we handle safety incidents
We take all reports of safety incidents seriously. Our dedicated 24/7 Incident Response team was designed to assist whenever required and make decisions that keep our community safe. This team has been specifically trained to handle all types of cases with fairness, empathy and care. Our 24/7 Incident Response team performs full investigations to ensure fair and logical resolutions are met.