Code of Conduct: Driver
Failure to adhere to this Driver Code of Conduct may result in suspension, deactivation, or termination of your account, and may also subject you to legal action where applicable.
Safety
1.Documentations when driving
You must hold:
· a valid national driving and vocational license at all times;
· the permits that may be required by the relevant authorities;
· valid insurance for you and your vehicle (as required by local regulations).
You are required to provide accurate and honest information regarding your criminal record. It is your responsibility to update and resubmit the necessary documents upon their expiration, revocation, or whenever requested by DUDU Car.
Examples of violations
Driving without a valid driving license/vocational license/ vehicle insurance
Misuse of company property for personal purposes.
Transportation of customers in unauthorized zones.
2.Harassment and Assault
The following behaviours are prohibited on our platform:
Attempted or actual physical assault,
Verbal or physical sexual harassment,
Rape,
Murder,
Kidnapping,
Threats and intimidation,
Stalking
Sexual advancement between drivers and users
Drivers are not allowed to ask overly personal questions or give opinions on anyone’s appearance. Drivers are strictly prohibited from contacting your passenger after the trip for personal reasons and all the conversations in DUDU Car application will be monitored. In the event of a dispute, you are advised not to intervene or resolve the matter independently.
Examples of violations
Committing the following towards all DUDU Car users and drivers:
Attempted or actual criminal acts on the platform including physical/sexual assault, rape, murder, or kidnap
Attempted or actual sexual advancement
Explicit staring, leering, or gestures
All forms of verbal or written – sexual or non-sexual harassment/threat/intimidation via phone calls, messaging applications, social medias including but not limited to asking personal questions or commenting on appearance
Use of vulgar, rude, or inappropriate words in any form.
Intimidation or bullying behavior.
All forms of physical or in-person harassment.
Contacting or stalking users after bookings are completed for personal reason either online or in-person.
3.Prohibition of Crime
You may be penalized and face termination under the prevailing law if you commit any criminal acts such as theft, robbery, possession of illicit materials or weapons, acts of vandalism or damage to property. DUDU Car will work closely with law enforcement agencies to investigate and prosecute offenders.
Examples of violations
Criminal offence under Malaysia and State Law.
Driver is under investigation for a criminal offense by the authorities.
Intentional damage or vandalism to DUDU Car user’s or company’s property.
Failure to comply with regulations/instructions as required by DUDU Car or the Regulatory Body.
4.Safe Driving Practices and Compliance with Traffic Laws
You must not commit traffic violations or engage in reckless driving that could endanger the safety of our users or other road users. This includes strict adherence to speed limits, compliance with all road signs, traffic signals, and the use of a hands-free device while operating a vehicle. You are responsible to ensure that all users in your vehicle wear seat-belts at all times. Additionally, you must wear a seat-belt as required by law.
Drivers are advised to avoid excessively long driving hours and to take adequate rest breaks to maintain alertness and safety such as taking a break during charging the vehicle.
In the event of an accident while transporting a user, you are required to file a police report for official record-keeping and accountability.
Examples of violation
Causing injuries/ permanent disability/ death to users, third parties or pedestrian(s)
Violating traffic regulations including but not limited to:
Causing injuries/permanent disability/death to users, third parties or pedestrian(s)
Operating vehicle without a valid license or insurance
Driving above the speed limit on roads or footpaths
Driving without a seat belt
Distracted driving
Driving while fatigued
Reported unsafe driving behaviour
Intentionally concealing vehicle registration plate
5.Alcohol, Drugs and Weapons
Do not consume drugs or alcohol while you are using the DUDU Car’s platform and property. Illegal substances, open containers of alcohol and weapons are not permitted in your vehicle. If a user or member of the public believes you may be under the influence of drugs or alcohol, they have the right to end the booking immediately and alert DUDU Car or the authorities. Do not accept or deliver illegal items/dangerous goods, including any special requests from users for goods and/or services that are not part of DUDU Car’s services. If you have reason to suspect the nature of the contents of your parcel, please notify DUDU Car and the authorities.
Examples of violations
Possession of any weapon such as guns, pepper spray, batons, or knives
Possession of drugs or any illegal drug-related offence
Being under the influence of drugs or alcohol during service
Intentional or attempted usage of the DUDU Car’s platform and property as a proxy for criminal activities such as drug trafficking, money-laundering, transportation of illegal goods and items
6.Look after Your Vehicle.
Maintain your vehicle in a good operating condition, in accordance with industry safety standards and local regulatory requirements.
Examples of violation
Complaints on condition of your safety equipment such as seat belt.
Internal/external damage on vehicle affecting quality or safety of the vehicle (e.g. windscreen cracked, door or windows not working, air conditioning not working)
Driving a different vehicle/plate/account than the one indicated in the app.
Permitting any other person to use your vehicle or license to do DUDU Car bookings on your behalf
Not using the correct mode of transport as registered with DUDU Car
Sharing or pooling of vehicle during bookings/services
7.Practice Good Hygiene.
Maintain good personal hygiene at all times. Please do your part to ensure a safe environment for your customers, your family, and yourself. Regularly refer to latest official guidelines for requirements on personal and vehicle cleanliness.
Examples of violation
Not wearing mask or face shield when you feel unwell during service
Driving if you feel very ill
Failure to inform Dudu Car if you contract any virus or were exposed to a person who contracted any virus
Not ventilating or disinfecting vehicle regularly
Not washing hands or sanitizing regularly
Not maintaining social distancing with passengers
Users
1.Respect the Privacy of our DUDU Car Users.
You MUST keep confidential all personal data (i.e. name, mobile number and address) that comes into your possession. Unauthorized collection, use or disclosure of personal data of our users is strictly prohibited. It is your responsibility to comply with local privacy laws and regulations.
Examples of violations
Sharing, distributing and/or publishing a user’s or entity’s personal identifiable information without their consent or in a defamatory nature
Illegal recording of audio or video of users (e.g. through concealed or disguised recording devices)
2.Conduct of Professionalism and Respect
You shall not refuse to provide services or make derogatory comments about anyone based on their race, religion, nationality, disability, sexual orientation, gender or, gender identity, age or any other characteristic.
Examples of violations
Refusing or cancel a booking based on the user’s characteristic(s)
Use of any remarks either verbally or through text messages that could comment on a persons race, religion, nationality, disability, sexual orientation, gender, age or other characteristics
3.Be Fair to our DUDU Car Users.
Honour a booking that you have accepted and do not unreasonably cancel jobs or transfer a job to someone else. Discuss and agree with the user before taking an alternative route. Honour all promo codes and discounts given to users. You shall not have another person or pet inside your vehicle while you are on the DUDU Car platform. Always return passenger’s belongings if they left them on the vehicle by mistakes.
Examples of violations
Picking up user with another passenger in the vehicle that is not permitted by the user
Requesting another driver to pick up user or let user to ride with another driver
Overcharging by collecting a higher fare stated on the app , entering a wrong surcharge, or setting your own fare not in accordance with the rates in the DUDU Car app
Cancel a booking without a valid reason or giving a false reason (e.g. “Restaurant is closed)
Asking user to exit the vehicle before booking is complete
Not dropping user at destination without reasonable cause
Making an unnecessary detour (e.g. to charge vehicle or pick up other passenger)
Collecting cash for non-cash bookings
Not honoring promos or discounts given to users
Leave the passenger unattended in the car
Dishonest with the lost belongings of passengers on the vehicle.
4.Be Well-mannered with our DUDU Car Users.
Be properly and decently attired at all times. Wear attire such as long pants, collared shirt, closed-toe shoes. Be polite in your interactions with our users and accede to reasonable requests from users such as adjusting the air-conditioning or radio volume, and assisting passengers with luggage when requested. Users also have a right to a clean, smoke-free ride.
Examples of violations
Smoking during bookings (e.g. in the vehicle)
Inappropriate attire (e.g. shorts/sleeveless shirts/slippers)
Dirty or unhygienic (interior or exterior) vehicle such as cigarette or any uncomfortable smell
Failure to adhere to passenger’s reasonable requests (e.g. turning on air conditioner (AC), lowering radio volume, rolling car windows down)
Verbal in-person exchange of words that are deemed overtly personal which includes attempts to obtain another person’s phone number, home address, daily activities and routine, other personal non-sexual information
5.Ensure a Seamless Experience.
Communicate with and wait for your passenger at the correct pick-up point and allow them to alight at the chosen drop-off point. Confirm your passenger’s identity before driving off. Agree with your passenger on the route to take. Only complete the booking after the passenger has alighted from the vehicle or after the order has been delivered. Do not solicit users to make an off-platform booking. In the event a passenger report is substantiated through dashcam or audio evidence, you will be subject to fines or penalties.
Examples of violations
Forcing passenger to be picked up/dropped off at non designated location
Forcing users to cancel booking without a valid reason
Intentionally picking up another driver’s passenger
Intentionally preventing other drivers from picking up passengers
Making an off-platform booking with users
Changing route without passenger’s permission
Soliciting for or with passenger such as money, business, favours or services.
6.In case of emergency…
Always call the authorities first. Once all parties are safe and authorities have been notified, contact DUDU Car authority to report the incident. You will be penalised using DUDU Car Emergency Hotline for Non-Emergency matters.
Examples of violations
Failing to inform DUDU Car within 24hours of a road traffic accident
Intentionally evading responsibility towards users including affected third party after accident occurs
Intentionally using DUDU Car Emergency Hotline for non-emergency matters
Driver-Partner
1.Act in Good Faith.
Do not cheat or defraud DUDU Car by any method such as sharing or creating duplicate accounts. Use only the official DUDU Car application downloaded from the Google Play/Apple Store. Do not keep applications or devices with the potential of modifying DUDU Car’s intended user experience. This includes location spoofing applications, rooted/jail-broken/modified devices and/or exposed frameworks. Do not complete a booking without picking up the user or order. Always provide truthful information when creating /accessing your account, or disputing charges or fees. Use offers and promotions only as intended. If your user leaves their belongings behind, you are required to inform DUDU Car and make every effort to return the item to the user or DUDU Car. Do not key in additional charges that were incurred from additional services that are not part of DUDU Car.
Examples of violations
Any form of gaming incentives, fares and other earnings component. This includes but is not limited to conspiracy with passenger /DUDU Car employee and creating false bookings/accounts with fellow driver
Deliberately using faulty device/handphone which impairs GPS
Retaining possession of passenger property left behind in vehicle for more than 24 hours after confirming with DUDU Car
False completion of trips – completing ride or order without arriving at actual pickup or drop off point
Respect our DUDU Car Staff.
Be cooperative and do not abuse, threaten or harass our DUDU Car staff in our premises, over the telephone or on social media. These acts include unauthorized photo/video-taking, stalking and asking for contact details.
Examples of violations
Insulting or threatening DUDUCar or its employees in all forms
Exposing DUDU Car or its employees on Social Media
2.Maintain Good Behaviour on the Platform.
Excessive cancellations, low acceptance rates and low ratings have been linked to fraud and safety issues. Keep your Cancellation Rate, Acceptance Rate, and Driver Rating in accordance with the prevailing policy. Fail to meet the requirements may lead to termination and suspension.
Examples of violations
Driver rating falls below 4.0
High Cancellation Rate
Reported misbehaviour by passengers
3.Be Open to Feedback and Training.
We value the feedback of both our users and drivers. We continuously evaluate a driver’s performance and provide feedback accordingly. You may be required to attend training sessions organized by DUDU Car to improve your service levels.
Examples of violations
Failure to attend re-education session due to violation of Code of Conduct
Failure to complete any mandatory training as required by DUDU Car
4.Reporting of Concerns: DUDU Car Employees.
Please note that this channel is for reporting of fraud/wrongdoings by DUDU Car employees only. For all other issues, please report them through the email. Make sure to use the correct channel when reporting an issue so we can help you out as soon as we can.
You may report any suspected fraud/wrongdoing by DUDU Car employees via the following means. Please note that this channel is for reporting of fraud/wrongdoings by DUDU Car employees only.
Email: duducarmalaysia@gmail.com
DUDU Car shall observe the following principles with regards to any such concerns/issues raised in good faith:
· Confidentiality: All reports made and the identities of the whistleblowers will be kept strictly confidential, to the extent allowed by law and the needs of the investigation.
· Retaliation: DUDU Car does not tolerate any form of retaliation, reprisal or harassment against whistleblowers.