Incident Protocols

In all cases, once it is safe to do so, you are required to call Onward Rides to report the incident and complete the Incident Report Form within 12 hours or before their next shift, whichever is shorter. This includes even minor accidents such as fender benders. Failure to do so could result in suspension of your account or removal as a driver. 

Misconduct of any kind

We have a zero tolerance policy of harassment, discrimination and misconduct of any kind at any time. Failure to adhere to these policies may result in removal as a driver.

If at any time a driver feels they have been harassed or discriminated against based off their sex, race, national origin, ethic background, or any other legally protected characteristic, please contact Onward Rides immediately.

Sexual Harassment, Sexual Assault and Sexual Misconduct

• Onward Health is committed to ensuring a safe and respectful experience for all users of the Onward Health Platform. Onward Health strictly prohibits any sexual assault, sexual harassment, or other sexual misconduct as outlined in Onward Health's Code of Conduct.

Injury, collision or accident

In the event of a collision or accident while driving,

• Confirm if any injuries were sustained by you or the rider(s)

• Notify the police and follow the procedure they request

• Have your Driver’s License, Registration and Insurance information on hand >> Please note: You will need to provide your personal insurance in this event and we will provide Onward Rides insurance when the claim is filed.

• If your vehicle is operational and you can continue to drive it and no injuries were sustained that required an ambulance for either party, then you should complete the drive and take the rider to their intended destination, or home, if they prefer.

• If your vehicle needs to be towed, you will need to find another mode of transportation. As well as call Onward Rides to help arrange alternative transportation for the rider.

In the event of an injury,

• If sustained at any time during the drive or transport to/from the car, ask the rider if they would like to call an ambulance

• If they say yes, call an ambulance immediately and stay with the rider the entire time – do not leave them unattended

• If they decline but you can clearly see that the injury they sustained requires a medical professional, explain to them that for their safety one must be called and stay with the rider the entire time

• If they decline and the injury wasn’t severe (for example, they bumped their arm, tripped but caught themselves, lightly bumped head getting in/out of vehicle), please keep a close eye on them for the remainder of the ride and if any signs become present or concerns arises, call an ambulance

Illness

If someone becomes physically ill while being transported,

• Immediately pull over to an area that's safe for you and the rider to get out of the car, if necessary

• Ask the rider if they would like you to call an ambulance, be driven to the hospital or driven home

• If the rider feels capable, they are allowed to complete their ride

• Any cleaning fees incurred by the driver will be charged to the rider

If someone has a medical emergency while being transported,

• Immediately pull over to an area that's safe for you and the rider to get out of the car, if necessary

• Call 911 and stay with the rider until the ambulance arrives

Property loss, theft or damage

• If a rider or driver finds their property is missing, attempts must first be made to determine when and where the item was lost to ensure it is not retrievable
• Once an item is determined lost or stolen, contact must be made immediately with Onward Rides and the Incident Report Form must be completed within 12 hours

• If any property somehow gets damaged while in the process of a drive, contact must be made immediately with Onward Rides and the Incident Report Form must be completed within 12 hours. 

 

Mid-ride changes

If you experience an issue* mid-ride, please let the Onward Ops Team know immediately by calling or texting the team at: 1-800-700-4797.

If the issue causes the ride to be incomplete for the rider, and they are required to find an alternate transportation option, the driver will be compensated only for the time they’ve spent with the rider and not the complete fare. Any bonuses the driver would have gained are lost.

If the issue causes the ride to be transferred to a fellow driver, the original driver will be compensated only for the time they’ve spent with the rider and the remaining fare will go to the new driver. Any bonuses the original driver would have gained are rolled over to the new driver.

Leaving a rider in the middle of the ride and not informing Onward Ride may result in removal from the driver team. 

*Examples of Issues

• Car problems ie. a flat tire, accident, dead battery etc.

• Personal emergency