E-hailing company Bolt has agreed to work with drivers on several major issues, including pricing and unblocking previously deactivated drivers. This forms part of the resolutions reached at an open dialogue held with representatives of the Amalgamated Union of App-Based Transporters of Nigeria (AUATON), about the operational and economic challenges affecting their experience on the platform.
This development comes in the wake of a four-day strike by the drivers over plummeting revenues occasioned by low fares, high commissions, ever-increasing operational costs, and app companies that simply do not care. Other issues raised include high deactivation rates, especially by Bolt, and a recognition of the union.
Read also: Bolt calls for dialogue with AUATON ahead of October 12 app shutdown/indefinite strike
The issue of pricing was a significant subject of discussion, with drivers sharing perspectives on operating costs, competitive market conditions, fare levels and the relationship between pricing, earnings and vehicle sustainability. After the discussions,
“Given the need for input from relevant teams, Bolt requested additional time to coordinate the next stage of discussions. Bolt will communicate a proposed date for a dedicated pricing engagement in the following week,” the resolution reads.
The company also acknowledged the feedback shared by drivers regarding the existing paid waiting-time arrangements and the charges applied to passengers during waiting periods. Under the existing policy, drivers may cancel a trip after five minutes of waiting without incurring a cancellation penalty. But the company said it will undertake an internal review of its current paid waiting-time structure and assess whether any adjustments may be appropriate.
On the issue of deactivations, Bolt undertook to establish a Driver-Partner Dispute Resolution Clinic to provide a structured forum for reviewing recurring concerns relating to account blocking, suspension and deactivation.
“The proposed clinic will provide an opportunity to improve mutual understanding of the circumstances that may lead to account restrictions, the applicable review parameters and the channels available to drivers seeking clarification or a review of their cases. The proposed framework will include participation by AUATON representatives and independent drivers, ensuring that the entire driver ecosystem is involved,” the resolution reads.
The company, however, maintained that individual cases will remain subject to applicable platform procedures, relevant privacy and confidentiality requirements, and the need to protect the rights and interests of all parties concerned.
Bolt to provide vehicle maintenance support
Bolt also said it would introduce a Vehicle Care and Standards Clinic in recognition of the increasing cost of vehicle ownership and maintenance. To be run in collaboration with selected automobile service providers, the proposed initiative is aimed at providing eligible drivers with access to support for selected minor-to-medium vehicle maintenance and repair needs, while reinforcing the vehicle quality and safety standards required for reliable ride-hailing services.
“The clinic will complement Bolt’s existing vehicle inspection and quality requirements. Its broader objective is to help drivers maintain roadworthy vehicles, promote safer journeys and improve the quality and reliability of the passenger experience,” the resolution read.
The company also expressed its willingness to explore the development of a Driver Academy and Capacity-Building Programme. The programme, which will welcome input and participation from AUATON and independent drivers, is envisaged as an ongoing capacity-building initiative, with the frequency and delivery format to be determined following further planning.
The company said the AUATON and interested independent driver representatives will be invited to contribute proposals on the programme’s structure, priority topics and delivery approach. The final format will be subject to internal review and implementation planning. The objective is to strengthen driver knowledge, improve the effective use of available platform resources and promote safer, more professional and reliable service delivery.
The company also said it will be developing a Ten Years on the Road initiative to celebrate the contributions of drivers who have helped shape the ride-hailing ecosystem and supported everyday mobility over the years. It also assured continued engagement with drivers on the importance of maintaining appropriate standards across the ride-hailing ecosystem, particularly in relation to vehicle quality, road safety, passenger security and service reliability.
