GoCatch Code of Conduct

We are delighted to welcome you to the GoCatch family! Please keep in mind the following important points when driving for GoCatch:

 

Reliability: Always collect the Passenger. Failing to collect often results in Passengers ceasing to use our service. Note: GoCatch does NOT have a ‘Recall’ feature.  We understand that Passenger abandons and/or no shows are also a problem for Drivers.  We encourage you to give a “Thumbs Down” rating to these Passengers, in order that we know when to take action.

 

Safety: Driver and Passenger safety is extremely important to GoCatch. Accordingly, GoCatch does not tolerate rude, abusive or aggressive behaviour by drivers or passengers and any such behaviour will result in immediate removal.

Incident Reporting: All drivers have an obligation to report any incidents (notifiable occurrence) to GoCatch. It's extremely important that all incidents impacting you or your passenger's safety are reported, including any mechanical fault or car damage that results in you not being able to complete the trip. Report all incidents to [e-mail]. If in doubt, report it!"

A notifiable occurrence is an incident impacting you or your passenger's safety. This may include:

• Collision sufficient to prevent completion of journey.
• Injury or incident requiring medical assistance.
• Allegations of sexual assault, indecent exposure, actual assault or physical threats and intimidation.
• Being charged with a major offence while vehicle is being used for passenger service
• REMEMBER: if in doubt, report it!

It is your duty to report these incidents as soon as practicable upon becoming aware of the incident. Failure to report a notifiable occurrence incident (subject to facts and circumstances surrounding the incident) can result in penalties ranging from "reduction of status" to "suspension from the platform".

Service: The quality of service a driver provides to a passenger is a key factor in whether the passenger will continue to use the service.  A survey of passengers confirmed the following as great service from a driver and will help to ensure you always receive a “thumbs up”:

• Offering passengers a choice of music and temperature.
• Assisting travellers with their luggage.
• Allowing a few minutes after the agreed pickup time before starting the meter.
• Thanking Passenger for travelling with you.
• Personal appearance and hygiene - professional drivers wear clothing that reflect the level of service they provide. An example of professional driving attire is a collared shirt, pants and business shoes, and ensuring personal hygiene is maintained with no odour.
• Keep conversation to a minimum "as needs basis". Of course check the passenger name and destination and answer questions from passengers politely. However your role is to focus on driving and getting passengers safely to their destination. You cannot control the mood of a passenger and their views on topics so please try to avoid starting conversations or talking about yourself as you cannot control the mood of a passenger to those discussions. If they have a negative view on your conversation it is likely to result in a negative rating. So we think it is best drivers don't instigate conversation.
• Do not engage in discussions about the pricing of the trip with the passenger. Just let them know to contact GoCatch as the app sets the price. Equally drivers should not be making derogatory comments about the pricing, why a passenger chose a category of service, competitors or the industry. Again such discussions negatively impact the trip experience and are likely to lead to negative driver ratings.

Passengers identified the following as examples of poor service:

• Dangerous driving; such as speeding or texting when driving.
• Having mobile phone conversations.
• Refusing to enter the destination into a GPS device.
• Foul language.
• Eating or smoking when a passenger is in the vehicle.
• Inappropriate comments or conversations (particularly towards female passengers).
• Emotive conversation topics or discussions about the fare and the industry.

Harassment: We do not tolerate Harassment of any users on our platform. Please report any incidents as soon as reasonably possible to [e-mail]. Reports of harassment will be investigated, and swift action can be taken. Penalties, depending on severity, may result in a permanent ban from the GoCatch platform. Please read our policy on sexual harassment here. This outlines what is considered sexual harassment, the consequences of this behaviour, and what to do if you feel you have been sexually harassed.

Any serious breach of the Code of Conduct will likely result in the suspension of your account.

 

Only by establishing a relationship of mutual trust and understanding, can we grow this great Australian business together and help to ensure your future income and prosperity!