DiDi driver support in Australia
DiDi driver support in Australia runs through the DiDi Driver app, which DiDi says is staffed 24/7. Drivers can also get face-to-face help at Driver Hubs and DiDi meet-ups.
In-app support first
DiDi tells drivers its customer support team is available 24/7 through the DiDi Driver app. Raising issues there links them to your account and trips, which speeds things up.
| Issue | Where to go in DiDi Driver |
|---|---|
| Missing cancellation fee or fare problem | Profile picture, Service Centre, Fare Related, Contact Us, Email Customer Support |
| Missing toll | Contact support with the trip, toll name and missing amount |
| Cleaning fee claim | Contact support with photos and a professional cleaning receipt within 7 days |
| Weekly pay not received | Check bank details ($, Balance), then contact support |
| Documents | Driver icon, Documents |
| Stickers or referral cards | Menu, Help Centre, Help with a trip, Order DiDi Stickers, I Still Need Help |
| Safety incident | 24/7 Incident Response Team via the app; 000 in an emergency |
Payment and fee rules are explained in driver earnings.
Safety incidents
For anything safety-critical, use the app to reach DiDi's 24/7 Incident Response Team. During a trip the SOS button connects you to emergency services and shows your location. If you have been threatened or injured, call 000 first. DiDi also cooperates with police investigations.
Phone line
DiDi Australia's contact page states that its phone line is dedicated to drivers (riders are sent to the app). The number itself is not shown in the page content this guide used as a source, so it is not reproduced here. Find it in the Service Centre or on DiDi's official contact page, and avoid numbers posted on unofficial sites.
Face-to-face help
- Driver meet-ups: DiDi regularly runs meet-up events in its cities for people wanting to sign up or needing in-person support. Dates and venues are posted on the DiDi Australia Driver Facebook page.
- Driver Hubs: DiDi refers to Driver Hubs where drivers can pick up extra DiDi signs. Check Facebook or the app for the current hub in your city.
Before contacting support
Many questions have a direct answer in DiDi's help centre:
- Approval times and rejected applications: sign-up
- State documents and accreditation: requirements by state
- Going offline automatically, AR and CR: the driver app
- Airport queue rules: airport
- Delivery returns and age checks: delivery driver
Tax questions
DiDi cannot give tax advice. For ABN and GST registration, DiDi points drivers to the Australian Business Register and the ATO, whose business enquiries line, per the ATO contact page, is 13 28 66 (DiDi's help centre gives 13 72 26, which the ATO lists as its automated self-help service). See driver tax.
Wellbeing support
DiDi's driver resources list free Australian support services, including Lifeline (13 11 44) and Beyond Blue (1800 512 348). In an emergency call 000.
Account problems
If your account is suspended, read the reason in the app and contact support through the Service Centre. DiDi's Driver Suspension and Disqualification Policy, Complaint Handling Policy and Driver Agreement are in its Legal section.