Rider Anti-Bullying Policy

1. Purpose

  • Ola is committed to providing a safe and healthy environment, so far as is reasonably practicable in which all drivers and passengers are treated fairly, with dignity and respect. Bullying is a risk to the health and safety of drivers and passengers, and will not be tolerated by Ola.
  • This policy outlines Ola’s commitment to a safe environment and is aimed at ensuring, so far as it reasonably can, that drivers and passengers are not subjected to any form of bullying while representing, or utilising the services of, Ola.

2. Scope

  • This Policy applies to:
    • all registered Ola customers (collectively referred to as ‘customers’);

3. Ethical responsibility

  • Any customer using Ola has an ethical, and in certain cases legal, responsibility to prevent bullying from occurring.
  • Customers are required to take reasonable care for their own safety, as well as that of others (including other passengers).

4. What is bullying?

  • Bullying is repeated, unreasonable behaviour by an individual or group of individuals, directed towards an individual or a group of individuals that creates a risk to health and safety. It includes both physical and psychological risks and abuse.
  • ‘Repeated behaviour’ refers to the persistent nature of behaviour and can refer to a range or pattern of behaviours over a period of time (for example, verbal abuse, unreasonable criticism, isolation and subsequently being denied opportunities — i.e. a pattern is being established from a series of events).
  • ‘Unreasonable behaviour’ means behaviour that a reasonable person, having regard to all the circumstances, would view as unreasonable in the circumstances and may result in that driver or passenger feeling victimised, humiliated, undermined or threatened by that behaviour, regardless of what the intention of the behaviour is.

5. Examples of bullying

  • Bullying behaviours can take many different forms. The following are some examples of direct bullying:
    • abusive, insulting or offensive language or comments
    • behaviour or language that frightens, humiliates, belittles or degrades, including over criticising, or criticism that is delivered with yelling or screaming
    • displaying offensive material
    • inappropriate comments about a person’s appearance, lifestyle, family, sexual preferences or any personal or private matter
    • interfering with a person’s personal property
  • The above examples do not represent a complete list of bullying behaviours. They are indicative of the type of behaviours which may constitute bullying and therefore are unacceptable to Ola.
  • A single incident of unreasonable behaviour does not usually constitute bullying. However, it should not be ignored as it may have the potential to escalate into bullying behaviour.
  • A person’s intention is irrelevant when determining if bullying has occurred. Bullying can occur unintentionally, where actions which are not intended to victimise, humiliate, undermine or threaten a person actually have that effect.
  • Bullying is harmful not only to the target of the behaviour but damages Ola’s reputation. It is unacceptable and will not be tolerated.

6. Complaints procedure

  • If a driver feels that they have been bullied by a passenger, another driver or an Ola employee, they should not ignore it. Equally if a passenger feels that they have been bullied by a driver, this should also not be ignored.
  • Ola has a complaint procedure for dealing with bullying (set out below). The procedure should be referred to and followed.
  • Any bullying issue should be brought to Ola’s attention as soon as possible.
    • Report the issue
      • There is a formal complaint procedure that can be used to resolve bullying complaints.
    • Formal complaint procedure
      • The formal complaint procedure involves the driver or passenger making a written complaint, via the app, online or by phone, and a formal investigation of that complaint. Formal investigations may be conducted by Ola.
      • An investigation generally involves collecting information about the complaint and then making a finding based on the available information as to whether or not the alleged behaviour occurred. Once a finding is made, Ola may make recommendations about what actions should be taken to resolve the complaint and any appropriate action.

7. Dealing with bullying complaints

  • In handling bullying complaints, Ola will adopt the following principles:
    • Take all complaints seriously.
    • Act promptly to investigate the matter.
    • Will not victimise any person who makes a complaint, any person accused of bullying, or any witnesses.  
    • Be impartial.
    • Communicate the investigation or complaint process to all parties involved, including estimating length of time for resolution.
    • Maintain confidentiality – Ola will endeavour to maintain confidentiality as far as possible.  However, it may be necessary to speak with other individuals (including other drivers, passengers etc) in order to determine what happened, to legal representatives or other Ola representatives.  It will also be necessary to speak to those against whom the complaint has been made in order to afford fairness.
    • Act appropriately — if a complaint is made and it appears that bullying has occurred, Ola will endeavour to take appropriate action in relation to the complaint.

8. Possible outcomes

  • The possible outcomes of an investigation will depend on the nature of the complaint. Where an investigation results in a finding that a driver or passenger has engaged in bullying behaviour, that individual may be temporarily or permanently removed from accessing the Ola app.
  • The type and severity of action will depend on the nature of the complaint and other relevant factors. Where the investigation results in a finding that the person complained against has engaged in serious misconduct, the matter may be referred to the policy where appropriate.

9. Customer’s role

  • All customers must:
    • understand and comply with this policy.
    • ensure they do not engage in any conduct which may constitute bullying towards drivers, Ola employees, other customers or anyone else with whom they come into contact through using Ola.
    • ensure they do not aid, abet or encourage other persons to engage in bullying behaviour.
    • follow Ola’s complaint procedure if they experience bullying.
    • report any bullying they see occurring to others in their representation of Ola in accordance with this policy,
    • maintain confidentiality if they are involved in the incident which has been reported.

10. Breach of this policy

  • Ola takes very seriously its commitment to provide, so far as is reasonably practicable, a safe environment for drivers and passengers, free from bullying. All customers are required to comply with this policy.
  • If a customer breaches this policy, they may be temporarily or permanently removed from the app.
  • If a person makes a false complaint, or a complaint in bad faith (e.g. making up a complaint to get someone else in trouble, or making a complaint where there is no foundation for the complaint), that driver or passenger may be temporarily or permanently removed from the Ola app.

11. More information

If a customer is unsure about any matter covered by this policy, or requires more information about bullying they should contact the Ola Customer Care Team.


Ola reserves the right to vary, replace or terminate this policy from time to time.