Driver Suspension Policy

At Pedi App, we strive to maintain a safe, reliable, and professional ride-hailing service for our passengers. To ensure consistent standards, we have implemented a Driver Suspension Policy with clear guidelines based on the severity of offenses. This policy outlines a tiered suspension approach, which includes warnings, temporary suspensions, and permanent suspensions, depending on the grievousness of the violation.

Tiered Suspension Levels

Each offense will be evaluated based on its frequency and impact. Drivers may face different levels of suspension depending on the severity and recurrence of the offense.

• Level 1: Warning
  For minor first-time offenses, drivers receive an official warning and guidance on improving their conduct.
  
  
• Level 2: Temporary Suspension (1-7 Days)
  For moderate offenses or repeated Level 1 offenses, drivers will face a temporary suspension from the platform.
  
  
• Level 3: Extended Suspension (2-4 Weeks)
  For serious violations or repeated Level 2 offenses, an extended suspension will be issued, restricting access for a longer period.
  
  
• Level 4: Permanent Suspension
  For severe or repeated high-impact violations, drivers will be permanently banned from the platform.

Suspension Categories

1. Unauthorized Fare Negotiation

• Definition: Charging off-app fares or negotiating rates outside the app’s regulated fare structure.
• Monitoring:  Passengers in-app report
• Penalties:
  • 1st Offense: Warning
  • 2nd Offense: Temporary Suspension (3 Days)
  • 3rd Offense: Extended Suspension (2 Weeks)
  • 4th Offense: Permanent Suspension

2. Repeated Booking Cancellations

• Definition: Frequently canceling accepted bookings without valid reasons, leading to service disruption.
• Monitoring:  System
• Penalties:
  • 1st Offense: Warning
  • 2nd Offense: Temporary Suspension (3 Days)
  • 3rd Offense: Extended Suspension (1 Week)
  • 4th Offense: Permanent Suspension

3. Failure to Complete Bookings

• Definition: Marking bookings as completed without actually providing the service, leaving passengers without transport.
• Monitoring:  Passengers in-app report
• Penalties:
  • 1st Offense: Temporary Suspension (1 Week)
  • 2nd Offense: Extended Suspension (1 Month)
  • 3rd Offense: Permanent Suspension

4. Overdue Balance

• Definition: Failing to settle outstanding balances or commission payments on time.
• Monitoring:  System
• Penalties:
  • 1st Offense: Warning (with grace period to settle payment)
  • 2nd Offense: Temporary Suspension (Until Payment Settled)
  • 3rd Offense: Extended Suspension (2 Weeks after overdue balance cleared)
  • 4th Offense: Permanent Suspension

5. Unprofessional Behavior

• Definition: Engaging in disrespectful, inappropriate, or otherwise unprofessional conduct towards passengers.
• Monitoring:  Passengers in-app report and management intervention
• Penalties:
  • 1st Offense: Warning
  • 2nd Offense: Temporary Suspension (3 Days)
  • 3rd Offense: Extended Suspension (1 Week)
  • 4th Offense: Permanent Suspension

6. Dishonesty (Canceling but Still Picking Up Passenger)

• Definition: Canceling a booking on the app but picking up the passenger anyway to avoid commission fees.
• Monitoring:  Passengers in-app report/system
• Penalties:
  • 1st Offense: Temporary Suspension (1 Month)
  • 2nd Offense: Extended Suspension (6 Months)
  • 3rd Offense: Permanent Suspension

7. Pirating Passengers

• Definition: Encouraging passengers to bypass the app and book directly with the driver.
• Monitoring:  Management thru passenger contacts and fellow driver reports
• Penalties:
  • 1st Offense: Temporary Suspension (1 Week)
  • 2nd Offense: Extended Suspension (1 Month)
  • 3rd Offense: Permanent Suspension

8. Unsafe Driving

• Definition: Driving recklessly or violating traffic rules, endangering passenger safety and damaging the platform’s reputation.
• Monitoring:  Passengers in-app report
• Penalties:
  • 1st Offense: Temporary Suspension (1 Week)
  • 2nd Offense: Extended Suspension (1 Month)
  • 3rd Offense: Permanent Suspension

Appeal Process

Drivers may appeal suspensions by submitting a request through the app’s support feature within seven days of the suspension notice. Appeals will be reviewed by the driver support team, and decisions will be made within 48 hours.  Personal appearance to the office is encouraged.

Final Note

Pedi App is committed to ensuring a safe and reliable service for all users. This Suspension Policy is in place to encourage professionalism, safety, honesty, integrity and accountability. Non-compliance will lead to disciplinary actions as outlined. Thank you for your dedication to providing high-quality service.

Pedi Points Forfeiture

Suspended drivers will forfeit their Pedi points privileges on their succeeding booking transactions.  Pedi points privileges will resume once the erring driver has completed 100 bookings.