Effective 13 September 2026
Suspension & Deactivation Policy
16 — Suspension & Deactivation Policy
Effective Date: 13 September 2026 Parties: OZ Ride Pty Ltd (ABN 52 694 735 487) ("we", "us", "our") and the Driver. Governing law: Western Australia, and (for the Fair Work Act matters described in this document) the Commonwealth of Australia. Defined terms: Capitalised terms not defined in this document have the meaning given in 00 — Definitions.
This Policy is incorporated by reference into clause 14 of the Driver Service Agreement and describes, in full, the process OZ Ride follows when it suspends or deactivates a Driver's access to the Platform. It applies in addition to — and does not narrow — your rights under clause 14 of the Driver Service Agreement.
1. Why this Policy exists
1.1 OZ Ride operates a digital labour platform within the meaning of Chapter 3A of the Fair Work Act 2009 (Cth). The Commonwealth's Digital Labour Platform Deactivation Code — the Fair Work (Digital Labour Platform Deactivation Code) Instrument 2024 (Cth), registered 5 December 2024, commenced 25 February 2025 — governs how a digital labour platform operator must go about deactivating an "employee-like worker." Passenger rideshare driving is squarely within the Code's scope: the Code applies to every digital labour platform operator considering deactivating a worker for a reason related to conduct or capacity, with no carve-out for passenger transport, and its own valid-reason examples expressly contemplate a worker who "drive[s] a motor vehicle." The Code binds OZ Ride now, in respect of every Driver who meets the "regular basis" threshold in clause 2.2 below.
1.2 This Policy publishes the ladder the Code requires, and states plainly where a step is a firm commitment already reflected in how our systems work today, and where a step is a commitment we are implementing and hardening into our systems as a matter of priority (marked accordingly below). We would rather tell you honestly what is built today and what is still being built, than publish a promise our systems cannot yet keep.
1.3 This Policy also states your right to apply to the Fair Work Commission for a remedy if you believe your deactivation was unfair (clause 8), independently of anything in this Policy.
2. Scope — who this Policy protects, and who it applies to
2.1 This Policy applies to every action OZ Ride takes to suspend or terminate a Driver's access to the Driver App and the Platform, whatever the reason. Not every part of the Code-derived process in clauses 3–7 applies to every kind of case — see clause 5 (serious misconduct) and clause 4 (immediate suspension) for the exceptions the Code itself provides.
2.2 "Regular basis" — who the Code protects. The Code's process applies where you have performed work through the Platform on a regular basis for at least six months. The Fair Work Act deems you to be working on a regular basis where, on average, you perform at least 60 hours of paid work per month, or you perform paid work on average at least 3 days per week (this is a non-exhaustive deeming rule — you may also be regarded as regular on other facts). If you meet this threshold and your income from regulated platform work is below the contractor high income threshold — $190,100 for the year starting 1 July 2026, a figure set by the Fair Work Regulations and adjusted on 1 July each year, published by the Fair Work Commission at fwc.gov.au — you are a protected worker for the purposes of this Policy and the Code.
3. The graduated process for conduct or capacity reasons
Where OZ Ride is considering deactivating a protected worker's access for a reason related to your conduct or your capacity to perform the work (rather than for the immediate-suspension grounds in clause 4, or the serious-misconduct carve-out in clause 5), we follow this process:
3.1 Written warning. Before deactivating you, we give you a written warning that states the conduct or capacity reason, tells you that you risk deactivation if the matter is not remedied within a reasonable time (or, for conduct that has already occurred, if it recurs), and tells you that you may seek assistance or support from a person who is not acting as a lawyer (clause 6).
3.2 Preliminary deactivation notice. If the matter is not resolved after a warning under clause 3.1 (or where clause 4 applies), we give you a preliminary deactivation notice that states the reason, tells you we are considering terminating your access, and tells you that you have the right to respond and the right to request a discussion with an OZ Ride representative within a reasonable period we specify, and the right to bring a support person to that discussion (clause 6).
3.3 Your response. You may respond in writing or by speaking with us. If you ask for a discussion, we will make a representative available within a reasonable time. A human representative — not an automated system — considers your response, and a person decides whether your access ends. We make further inquiries where your response reasonably calls for them. Where a complaint about you would, if true, be a valid reason for deactivation (clause 7) and you do not respond, or your response does not reasonably address the complaint, we treat the reason as established.
3.3A Where a suspension is applied automatically. Some suspensions start without a person deciding them. Our fraud-detection system monitors Trip and payment signals and suspends an account automatically once those signals cross a set threshold. An automated suspension is an interim protective measure, not a final decision about your access: it does not end your agreement, it does not decide that a valid reason exists, and it does not shorten the process in this clause 3. If your account is suspended this way you are entitled to be told, to respond, and to have a person review it — and, as clause 3.3 says, a person, not the system, decides whether your access ends. If you believe an automated suspension was wrong, say so using the details in clause 13 and we will review it as a priority.
3.4 Outcome. We then decide either to take no further action — in which case we lift any suspension in place — or to terminate your access. We terminate your access only where we consider, on reasonable grounds, that a valid reason (clause 7) is established. If we terminate your access, we give you a final deactivation notice in writing stating: the decision, the reason, the effective time (which may be immediate), and when and how any Driver Earnings still owing to you will be paid. Your entitlement to that payout is governed by clause 8.4 of the Driver Service Agreement and clause 6 of the Payment Terms, and does not depend on what the notice says.
3.5 Timing. We use reasonable endeavours to run this process within a reasonable time frame, and to give you a reasonable amount of time to respond at each stage.
4. Immediate suspension, without a prior warning
4.1 We may modify or suspend your access immediately, without the written warning in clause 3.1, where we consider on reasonable grounds that the matter warrants it, or that it would be unreasonable to let you keep providing Driver Services in the meantime. This includes — without limitation — matters that present a risk to health or safety, loss or suspension of a licence or accreditation you need to drive (for example, your PTD or PTV), suspected fraud or dishonesty, or a matter that has been referred to law enforcement. A user report or complaint can itself be a reasonable ground for immediate suspension.
4.2 Live today — force-logout suspension. Where OZ Ride personnel suspend an account for cause (including for a spam or platform-abuse reason), our system revokes every active session and refresh token tied to that account immediately, so the suspension takes effect on the account across every device without waiting for a token to expire naturally. Where you make a self-initiated request to delete your account, a separate 30-day grace period applies instead (clause 9) — during that grace period you are not suspended and continue to be able to drive.
4.3 Notice of an immediate suspension. Where we suspend you immediately under clause 4.1, we notify you in writing of the time the suspension takes effect and of the consequences, and — unless clause 5 (serious misconduct) applies — we follow up with the preliminary deactivation notice in clause 3.2.
5. Serious misconduct
5.1 Where your conduct amounts to serious misconduct — as that term is defined for the purposes of the Fair Work Act 2009 (Cth) and its Regulations — we are not required to follow the graduated process in clause 3, and a deactivation for serious misconduct is not unfair for the purposes of the Fair Work Act's regulated-worker protections. This reflects the position clause 14.3 of the Driver Service Agreement already states for immediate termination.
5.2 Examples of the kind of conduct we would ordinarily treat as serious misconduct include violent, threatening, harassing, discriminatory, sexual, or abusive conduct towards a Rider, another Driver, or our personnel; conduct that presents an immediate risk to Rider or public safety; and conduct amounting to fraud, theft, or dishonesty that goes to the integrity of a Trip or a payment.
6. Your support person
At every stage of the process in clauses 3 and 4, you may have a support person with you or assisting you — including a union delegate or another employee representative — provided that person is not acting in the capacity of a lawyer.
7. Valid reasons
7.1 We only terminate a protected worker's access for a reason we consider, on reasonable grounds, is a valid reason. The valid reasons include (without limitation):
(a) a breach of the Driver Service Agreement, this Policy, or the Acceptable Use Policy — which includes the fraud, falsification, and Trip-and-payment-integrity prohibitions in its clause 2 — where the requirement breached was reasonable and known to you; (b) violent, threatening, harassing, discriminatory, sexual, or abusive conduct; (c) a work-health-and-safety non-compliance, or deactivation that is reasonably necessary to protect health or safety; (d) unsafe driving, including speeding; (e) misuse of information about OZ Ride, a Rider, another Driver, or a member of the public; (f) fraud, dishonesty, or theft; (g) deliberate damage to property; (h) conduct that has been referred to law enforcement; (i) breach of a mandatory industry code; (j) failure to meet, or loss of, a licensing, accreditation, or screening requirement you need to provide Driver Services — this directly maps to loss or suspension of your PTD, your Vehicle's PTV, or your ODBS standing where taxi work is involved; (k) failure to maintain equipment (including your Vehicle) to the standard your licensing requires; and (l) a regulator requiring us to deactivate you.
7.2 This list mirrors — without quoting verbatim — the non-exhaustive valid-reason categories the Deactivation Code itself sets out, so that you can see the same categories the Code contemplates rather than a narrower or broader list of our own invention.
8. External review — the Fair Work Commission
8.1 If you are a protected worker (clause 2.2) and you believe your deactivation was unfair — including because it was not carried out consistently with the Deactivation Code — you may apply to the Fair Work Commission for a remedy, which can include reinstatement. The application must be made using Form F89, within 21 days of the deactivation taking effect (the Commission may allow a later application in limited circumstances).
8.2 This right exists regardless of anything in this Policy, the Driver Service Agreement, or any internal review process we offer, and nothing in this Policy is intended to discourage you from exercising it or to require you to exhaust our internal process first.
8.3 Further information: fwc.gov.au — "Unfair deactivation (regulated workers)".
9. Self-initiated account deletion — a different process, with a 30-day grace period
9.1 If you ask us to delete your account rather than being suspended or deactivated by us, a 30-day grace period applies from the date of your request. During the grace period, your account is not suspended for this reason and you may continue to drive and accept Trips as normal — the future-dated deletion does not itself block you from the Platform.
9.2 Changing your mind — unsuspend cancels deletion, atomically. If you cancel your deletion request during the grace period (or if OZ Ride reinstates your account for any other reason during that period), the cancellation and the reinstatement happen together, as a single database transaction, specifically so that a deletion cannot silently continue to run in the background after you have been reinstated or have changed your mind. This is a system-level guarantee, not merely a process we intend to follow.
9.3 At the end of the 30-day grace period, your account and the Personal Information associated with it are handled in accordance with the retention and deletion terms of the Privacy Policy.
10. Access to your case during a suspension
10.1 The Deactivation Code requires that, where we communicate with you about your case through the Platform, you keep enough access to see that communication and to respond to it. A suspended Driver must not be locked out of their own case.
10.2 How this works today. A suspension ends your active sessions on every device (clause 4.2), so you are signed out immediately, everywhere you were signed in. Signing in again still works — a suspension does not close your account or lock you out of the Driver App, and signing in again is the intended way back to your case. Once you are back in, you can open the support conversation in the Driver App and see and reply to communications about your case exactly as you could before.
What you cannot do while a suspension is in force is go online, accept a Trip, start a Trip, or arm a taxi meter. Those are blocked by the Platform. If a Trip is already underway when you are suspended, you can still complete or cancel it — we will never require you to strand a passenger already in your vehicle. In the Driver App these refusals identify the reason as an account suspension, with one exception we are fixing: when you start a taxi Trip, the in-vehicle meter is armed by the App before the Platform's refusal is received, so the refusal reaches you as a failed-action notice shortly afterwards rather than at the moment you press start.
10.3 Where your suspension follows a lapsed compliance document. The access described in clause 10.2 is the position for a suspension we impose for cause under clauses 3 to 5. It is different where your account is suspended automatically because a document we are required to hold for you has expired — an insurance certificate, a licence, or another authorisation (clause 11.3). In that case the Driver App returns you to the sign-in screen rather than to your account, and the in-App support conversation is not reachable from there. Use the contact details in clause 13 instead; and because that category of suspension lifts by itself once the underlying document is current again (clause 11.3), supplying the renewed document is usually the fastest route back.
10.4 If that route does not work for you. If for any reason you cannot see or cannot reply to a communication about your own case, contact us using the details in clause 13. We will treat it as urgent, deal with your case through that channel, and we will not treat a failure to reply through the App as a failure to reply by you.
10.5 Where your PTD, PTV, or ODBS status is suspended by the WA Department of Transport (rather than by us), separate dispatch blocks apply automatically and independently of this Policy — see clauses 2.2 and 7.3 of the Driver Service Agreement.
11. Reinstatement
11.1 Where we decide to take no further action after the process in clause 3, or where we otherwise reinstate you, we restore your account access. Your Trip history and performance record — including your completed-Trip counts and your acceptance rate — are kept through a suspension and are not reset, cleared, or recalculated when you come back; they are as you left them, and a period during which you received no Trip offers because you were suspended does not count against you. Because a suspension ends your sessions (clause 10.2), you will be asked to sign in again. If you believe a period of suspension has nevertheless affected a figure we calculate about you, tell us and we will correct it.
11.2 Timing of review. Where you have asked us to review a suspension, we aim to complete that review promptly. We have not set a guaranteed turnaround for that review, and this Policy does not promise one; if your review is taking longer than you think reasonable, escalate it using the details in clause 13.
11.3 A suspension arising automatically because your Compliance Status became non-compliant (for example, an expired insurance certificate) lifts automatically once the underlying issue is resolved and the Platform observes it — no separate reinstatement request is needed for that category. Where your suspension was for cause under clause 3 or 4, reinstatement requires an explicit decision by an OZ Ride administrator, which is recorded in the Audit Log.
12. Records
We keep a record of the work data and the process followed and the decisions made for each deactivation, for as long as reasonably necessary to demonstrate compliance with the Deactivation Code. Personal Information in that record is handled in accordance with the Privacy Policy. This record-keeping is independent of, and does not delay, our separate duty to report certain alleged driver conduct to the WA Department of Transport within 48 hours under regulation 106 of the Transport (Road Passenger Services) Regulations 2020 (WA) — that regulatory clock runs from when we become aware of the allegation, not from when our internal deactivation process concludes.
13. Contact
- Deactivation or suspension queries:
support@oz-ride.com - Escalation:
legal@oz-ride.com - Address: 224 Balcatta Road, Balcatta WA 6021
- Fair Work Commission (external review):
fwc.gov.au, Form F89
14. Related documents
- Driver Service Agreement — clause 14
- Driver Fee Schedule
- Acceptable Use Policy
- Complaints Handling Procedure
- Privacy Policy
End of Suspension & Deactivation Policy.