Effective 2026-05-01
Safety and Insurance Disclosure
slug: safety-and-insurance title: Safety and Insurance Disclosure documentType: passenger_safety version: "2.0" appContext: platform requiredForRole: "both" displayOrder: 5 mustAcceptToUse: true effectiveDate: 2026-05-01 jurisdiction: WA summary: | Safety practices and insurance arrangements covering Drivers, Riders, and Trips.
10 — Safety and Insurance Disclosure
Effective Date: 1 May 2026 Application: Drivers, Riders, the public. Defined terms: Capitalised terms not defined in this document have the meaning given in 00 — Definitions.
This document describes the Safety Features OZ Ride provides, the limits of those features, the insurance Drivers must hold, the insurance OZ Ride does not provide, and the steps Riders, Drivers, and the public should take in connection with safety in or around an OZ Ride or Taxi Trip. It is referenced from the Driver Service Agreement and the Rider Terms of Service. In any conflict, the audience-specific agreement prevails.
This document is operational, not aspirational. Each capability described here is implemented in the live system and the limit of each capability is also disclosed.
1. Calling triple-zero (000)
If you are in immediate danger, call 000. Triple-zero is the emergency-services number in Australia. Triple-zero connects you to police, fire, or ambulance. Triple-zero takes priority over every Safety Feature in the OZ Ride apps.
The Rider App and the Driver App provide an in-app shortcut to dial 000. The shortcut places a normal phone call from your device; OZ Ride does not bridge or relay the call to triple-zero on your behalf. Whether your call is connected and how quickly emergency services respond is determined by the carrier and emergency-services dispatch, not by OZ Ride.
OZ Ride is not an emergency service. The Safety Features described in this document are designed to increase the safety of Trips, but they do not replace and are not equivalent to triple-zero.
2. SOS
2.1 The Driver App and the Rider App both contain an SOS button. Activating SOS:
(a) records an SOS event in the Platform's safety system; (b) sends an alert to OZ Ride staffed support, who triage promptly; (c) sends a notification to the Trusted Contacts you have nominated and confirmed; (d) makes the SOS event available to admin staff with the safety role; (e) on the Rider side, captures the current Trip ID, Driver ID, Vehicle, and live location for the duration of the SOS event; and (f) on the Driver side, captures the current Trip ID, Rider ID, and live location.
2.2 OZ Ride staffed support, on receiving an SOS alert, may: (a) contact you to verify the situation; (b) contact the other party to the Trip; (c) contact your Trusted Contacts; (d) contact emergency services; (e) cancel the Trip; (f) suspend the Driver's account pending investigation; (g) preserve recordings; and (h) take such other steps as are reasonably appropriate.
2.3 SOS triage is by humans during business hours and (during overnight hours) by an on-call rotation supplemented by automated alerting. SOS response time depends on the severity of the alert and concurrent demand on support. SOS is not a substitute for triple-zero. If you are in immediate danger, call 000.
2.4 Falsely activating SOS is a serious breach of the Acceptable Use Policy and may result in account termination and (where the false activation diverts emergency-services response) reporting to police.
3. Trip share
3.1 A Rider may share a live link to an active Trip with any person, including a person who is not an OZ Ride Rider. The recipient may follow the live progress of the Trip, the Driver's name and photograph, the Vehicle, and the route, until the Trip-share token expires.
3.2 Trip-share tokens expire at the lesser of: (a) 60 minutes after the Trip ends; or (b) the Rider's manual revocation in the Rider App. The 60-minute extension exists so that recipients can confirm a safe drop-off after the Trip is complete.
3.3 Trip-share is not a Safety Feature in itself; it is a means by which a Rider can keep another person informed.
4. Trusted contacts
4.1 A Rider may nominate Trusted Contacts in the Rider App. A Trusted Contact is a person to whom the Rider authorises OZ Ride to send safety notifications about the Rider, including SOS alerts and (where the Rider opts in) Trip-share links at the start of each Trip.
4.2 When a Rider adds a Trusted Contact, OZ Ride sends an opt-in confirmation message to the Trusted Contact's mobile number. The Trusted Contact must reply YES to the confirmation message before they receive any further safety messages. If the Trusted Contact replies NO or does not reply within 7 days, the Trusted Contact is not added.
4.3 A Trusted Contact may at any time stop receiving safety messages by replying STOP to any message OZ Ride sends them. The Rider is notified.
4.4 A Rider may remove a Trusted Contact in the Rider App at any time.
5. Route deviation
5.1 Where the Driver deviates from the planned route by more than the route-deviation threshold (currently 300 metres for more than 60 seconds in a non-explicable manner, such as during a freeway diversion), the Platform records a route-deviation event. Route-deviation events are made available to OZ Ride safety staff and may be referenced in disputes or investigations.
5.2 Route-deviation alerts are not pushed in real time to the Rider, the Driver, or Trusted Contacts. They are an investigation aid. The Rider may at any time review the actual route in the Rider App after a Trip.
6. In-Vehicle recordings
6.1 Some Vehicles are equipped with an in-Vehicle audio or video recording device, including any taxi camera the Vehicle is required to carry by regulation. The Driver is responsible for compliance with the Surveillance Devices Act 1998 (WA) and for posting any required notice in the Vehicle.
6.2 OZ Ride does not generally retrieve recordings from in-Vehicle devices except in connection with an investigation, dispute, regulatory request, or law-enforcement request. Recordings retrieved by OZ Ride are handled in accordance with the Privacy Policy and are deleted on conclusion of the matter, save where retention is required by law or for an open investigation.
7. Phone calls
7.1 Calls to the Phone Booking Service are recorded for support, training, quality, and (where escalated) safety purposes. The recording is disclosed at the start of the call. You may at any time request that the call be transferred to a human operator and that the recording be paused.
7.2 The Phone Operator AI Agent ("Alex") is constrained by the FinancialGuard component (server/services/FinancialGuard.ts), which prevents the AI Agent from completing financial transactions on its own authority and routes any financial decision to a human operator. Safety-related concerns identified during a call are escalated to staffed safety personnel.
8. Driver insurance — what you must hold
8.1 A Driver must hold, throughout the period the Driver makes themselves available on the Platform, all of the following insurance:
(a) Compulsory Third Party (CTP) insurance attaching to the Vehicle's WA registration. CTP covers personal injury claims of third parties injured in a motor-vehicle accident.
(b) Comprehensive vehicle insurance with adequate sum insured, including:
(i) cover for the Vehicle while used for hire and reward as a passenger-transport vehicle (this is a specific endorsement that ordinary private comprehensive does not cover);
(ii) public liability cover of not less than AUD 20 million; and
(iii) any rider, passenger, accident, or income-protection cover the Driver elects.
(c) Any further insurance required by the WA Department of Transport for the Driver's category of operation, including any specific insurance required for taxi work, wheelchair-access modifications, or other specialist categories.
8.2 Evidence. The Driver provides evidence of cover at onboarding and on each renewal. The Platform records expiry dates and notifies the Driver in advance under the warning ladder set out in the Compliance Status policy.
8.3 Lapse. If insurance lapses, the Driver's Compliance Status becomes non-compliant and the Driver is blocked from going online. Mid-Trip insurance lapse is detected as part of the continuous monitoring system and the Driver's next Trip is blocked.
9. Insurance OZ Ride and OOHAi Media do not provide
9.1 OZ Ride is not an insurer. OZ Ride does not provide cover to Drivers for: vehicle damage; personal injury; income loss while suspended or off-line; lost-item replacement; passenger property; or any other risk. Drivers must obtain insurance themselves under clause 8.
9.2 OOHAi Media is not an insurer. OOHAi Media does not provide cover to Drivers, Riders, advertisers, or any third party for losses arising from the Advertising Service or the operation of Player Tablets, except as may be provided in OOHAi Media's commercial general liability policy in respect of OOHAi Media's own conduct.
9.3 Marketing references in OZ Ride or OOHAi Media materials to "support", "safety", "trust", or "protection" describe Platform capabilities and do not create insurance cover or any indemnity beyond the indemnities expressly given in the relevant agreement.
10. Vehicle safety
10.1 Roadworthy. Drivers must operate only Vehicles that are roadworthy, with all warning lights addressed, all safety equipment functional, and tyres meeting legal tread requirements.
10.2 Daily checks. Drivers should perform a daily walk-around inspection of the Vehicle before going online. The Driver App provides an optional daily-check checklist.
10.3 Defect reporting. Defects affecting safety must be reported and remedied before the next Trip. Drivers must not accept Trips with a known safety defect.
11. Driver fitness
11.1 Drivers must be fit to drive when going online, including: (a) rested; (b) sober; (c) free of intoxicants and recent drug use; (d) not affected by prescription medication that affects driving; and (e) not affected by an acute medical condition that would impair driving.
11.2 Driving while affected by alcohol, drugs, or fatigue is illegal and a serious breach of the Driver Service Agreement. The Platform monitors trip times and offers a maximum-online-hours notification; this is a guideline, not a comprehensive fatigue-management system, and the Driver remains responsible for self-management.
12. Lost items
12.1 Items left in a Vehicle by a Rider are not OZ Ride's property and OZ Ride does not warrant their return. The Driver should make reasonable endeavours to identify and return the item; OZ Ride will assist by relaying contact between the parties.
12.2 A small handling fee may apply to a Driver who returns a lost item, payable by the Rider through the Rider App.
13. Accidents and incidents
13.1 A Driver involved in a motor-vehicle accident must:
(a) attend to safety first (provide assistance, secure the scene);
(b) call 000 if any person is injured or any vehicle is not driveable;
(c) exchange details with the other party;
(d) take photographs;
(e) report the accident to OZ Ride within 24 hours via the Driver App or support@oz-ride.com;
(f) notify the Driver's insurer;
(g) report to WA Police where required by law.
13.2 A Rider involved in an incident in a Vehicle should report it within 24 hours to OZ Ride at support@oz-ride.com. OZ Ride will, on request, share Trip records with the Rider's insurer or with police, in accordance with the Privacy Policy.
13.3 OZ Ride co-operates with WA Police, the WA Department of Transport, and other authorities in connection with incidents in or arising from Trips.
14. Anti-discrimination and assistance animals
14.1 A Driver must not refuse a Rider on the basis of race, gender, gender identity, sexuality, religion, disability, age, or any other protected attribute.
14.2 Refusal of a Rider with an assistance animal is unlawful under the Disability Discrimination Act 1992 (Cth) and applicable WA law. It is also a serious breach of the Driver Service Agreement.
14.3 A Driver may request that the assistance animal be controlled in a manner that ensures the safety of the Driver and other passengers (for example, in a footwell), but may not refuse the Trip.
15. Reporting safety concerns
15.1 A safety concern may be reported by:
- in-app: the SOS button or the report-an-issue function;
- email:
safety@oz-ride.com; - phone: +61 468 155 643;
- triple-zero: 000 in an emergency.
15.2 OZ Ride takes safety concerns seriously and acts promptly on substantiated reports. Where a Driver is the subject of a serious safety concern, the Driver may be suspended pending investigation. Where a Rider is the subject of a serious safety concern, the Rider may be suspended pending investigation.
16. Limits
16.1 No Safety Feature is a substitute for personal judgement, situational awareness, or, in an emergency, calling 000.
16.2 OZ Ride does not control the actions of any Driver, Rider, third party, or emergency-services responder. The Safety Features described here are tools that increase the means by which OZ Ride and you can respond to a safety issue; they are not guarantees.
16.3 Where a Safety Feature is referenced in marketing material, the description of the feature is subject to the operational limits set out in this document.
17. Updates
This document is updated when Safety Features are added, removed, or have their behaviour changed. The Effective Date at the head of the document reflects the date of the most recent material update.
End of Safety and Insurance Disclosure.
Index of all 10 documents in this framework
For convenience, the full framework consists of:
| # | Document | Audience |
|---|---|---|
| 00 | Definitions | All |
| 01 | Driver Service Agreement | Drivers |
| 02 | Rider Terms of Service | Riders |
| 03 | Advertiser Terms of Service | Advertisers |
| 04 | Privacy Policy | All |
| 05 | Payment Terms | Drivers, Riders, Advertisers |
| 06 | Advertising Content Policy | Advertisers |
| 07 | Acceptable Use Policy | All |
| 08 | Cookie Policy | Website visitors |
| 09 | Data Processing Addendum | Advertiser tenants |
| 10 | Safety and Insurance Disclosure | Drivers, Riders, public |