Avis Application Partner – Service Level Agreement
Introduction
While technology helps ensure the speed, dependability, and safety of our rides, people matter most to the Avis experience. We created this Avis Partner Standard to ensure respect, accountability, and common courtesy.
Proper Documentation
- A valid driver’s license, permits, and all other documentation must be available at all times as may be required by the relevant authorities.’
- Comprehensive and PAMI insurance must also be available as stipulated by local regulations.
- If available, criminal records and civil cases must be declared.
- It is the responsibility of the vehicle owner and/or driver to renew and resubmit all documents when they expire, are revoked, or as and when requested by G & S Transport Corporation.
No. | Violation | 1st Offense | 2nd Offense |
| 1 | Driving without a valid driving license | Suspended until submission of a valid license | Ban |
| 2 | Driving without a valid required vehicle requirement/s from GSTC, LTO and LTFRB | Suspended until submission of a valid license | Ban |
| 3 | Exterior and/or interior car advertisements while in transit without a proper permit or were not processed through GSTC | 3 days suspended; Ad removal or permit required | Ban |
| 4 | False declaration of criminal record and civil cases | Ban | |
| 5 | Inactive on the platform for greater than 60 days. Inactive means having less than 5 rides in the last 60 days. | Suspended and Reboarding |
Conduct & Behavior
- Every operator/driver should conduct himself with decorum and professionalism based on the standards of G & S Transport Corporation. The following behaviors are prohibited on our platform.
- Attempted or actual physical assault, verbal or physical sexual harassment, rape, murder, kidnapping, threats, intimidation, and sexual advancement between drivers and users, whether consensual or otherwise.
- Asking personal questions or providing comments on anyone’s appearance.
- Contacting the passenger after the trip for personal reasons is strictly prohibited.
- Committing any criminal acts such as robbery, theft, possession of illicit materials or weapons, acts of vandalism, or damage to property.
- Other causes similar to the foregoing.
No. | Violation | 1st Offense | 2nd Offense | 3rd Offense |
| 1 | Using vulgar, rude, inappropriate words, verbal abuse or foul language in any form (including Social Media) toward a passenger and/or GSTC employees | 3 days Suspension; Retraining | Ban | |
| 2 | All forms of verbal or written harassment/threat towards passenger and/or GSTC employees | Ban | ||
| 3 | Discourtesy – being discourteous or rude in dealings with officers, staff, or passengers | 3 days Suspension; Retraining | Ban | |
| 4 | All forms of physical or in-person harassment to the passenger and/or GSTC employees and committing the following criminal acts on the platform: physical/sexual assault, rape, kidnap, and murder | Dismissal, ban, and assisted legal action (dependent on victim) | ||
| 5 | Speaking and/or behaving in a sexual manner to the passenger and/or GSTC employee | Ban | ||
| 6 | Causing minor/major injuries or damages/death due to careless/reckless driving | Ban | ||
| 7 | The driver has a criminal offense or is under investigation by the authorities | Ban | ||
| 8 | Pimping – soliciting clients for a prostitute, or soliciting or offering a prostitute to a client | Ban | ||
| 9 | Asking for tips and/or added compensation from a Passenger | Dismissal and Ban | ||
| 10 | Non-compliance with the established Safety and Health Protocols | 3 days Suspension | 7 days Suspension | Ban |
| 11 | The Driver failed to take the mandatory COVID-19 test as part of the Safety and Health Protocol | Suspension until COVID-19 test has been completed and tested negative | ||
| 12 | The driver is not fully vaccinated against COVID-19 | Ban | ||
| 13 | Possession of illegal drugs or any commission of drug-related offenses | Ban | ||
| 14 | Driving under the influence of illegal drugs and/or alcohol | Ban | ||
| 15 | Possession of any weapon | Ban | ||
| 16 | Sharing/posting passenger/GSTC employee information on any social media platforms or through any other means | 7 days Suspension if driver agrees to take down the post; if not Ban | Ban | |
| 17 | Illegal recording of audio or video of a passenger | 7 days Suspension | Ban | |
| 18 | Use of any remarks either verbally or through any platform regarding a person’s race, religion, nationality, political views, disability, sexual orientation, gender, age, or other characteristics | 7 days Suspension | Ban | |
| 19 | Refusing or canceling a booking based on the passenger’s characteristic/s | 7 days Suspension | Ban | |
| 20 | Smoking during bookings, smoking in the car with the passenger onboard, and/or, smelling of cigarettes during a booking | 3 days Suspension | 7 days Suspension | Ban |
Service Standards
Service standards were designed to differentiate the level of service provided by AVIS from those rendered by its competitors. It is the objective of AVIS and GSTC to exceed industry expectations of service quality; therefore, all Avis Partners are expected to adhere to these high standards.
No. | Violation | 1st Offense | 2nd Offense | 3rd Offense |
| 1 | The driver failed to complete the transaction due to cancellation | 2 days Suspension | 7 days Suspension | Termination/ Deactivation |
| 2 | Cancellation of Trip Without Valid Excuse | 3 days suspension | 7 days Suspension | Termination/ Deactivation |
| 3 | The driver failed to arrive within standard ten (15) minutes prior to the scheduled pickup time | 2 days Suspension | 7 days Suspension | Termination/ Deactivation |
| 4 | Driver’s star rating falls below 4.5 | Warning | 3 days Suspension | 7 days Suspension |
| 5 | A high volume of driver-induced passenger cancels | Warning | 3 days Suspension | 7 days Suspension |
| 6 | Multiple cancellations (equivalent to or greater than 10 in a month) | 3 days Suspension | 7 days Suspension | Termination/ Deactivation |
| 7 | Low acceptance rate (equivalent to or lesser than 70% in a month) | 3 days Suspension | 7 days Suspension | Ban |
| 8 | Failure to adhere to dress code standards or driving with incomplete uniform | 3 days Suspension | 7 days Suspension | Termination/ Deactivation |
| 9 | The driver failed to add the miscellaneous fees after completing the transaction (two-way toll, parking, entry fees) | 7 days Suspension | 15 days Suspension | Ban |
| 10 | Deliberately using faulty device/handphone which impairs GPS. | Warning | 3 days Suspension | Suspension until the driver changes phone |
| 11 | Turning off GPS/mobile data while in transit | 3 days Suspension; Retraining | Ban | |
| 12 | Credit/Cash wallet balance is less than the amount required | Bookings will be paused | ||
| 13 | Violation of any traffic rules and regulations. If disputed, the driver is not subject to penalty | 3 days Suspension | 7 days Suspension | Ban |
| 14 | Failure to remit the amount owed from the completion of cash transactions within the agreed period | Ban | ||
| 15 | Driving a different vehicle/plate/driver’s account than the one indicated in the app | Ban | ||
| 16 | Low-quality vehicle i.e. internal and external damages, cleanliness, smell, and air-conditioning | 3 days Suspension; Retraining | Suspension until the vehicle has passed the quality check | Ban |
| 17 | Picking up a passenger while another passenger is in the vehicle | 7 days Suspension; Retraining | Ban | |
| 18 | Intentionally picking up another driver’s passenger | 7 days Suspension; Retraining | Ban | |
| 19 | Drop off a passenger at non-designated locations | 7 days Suspension; Retraining | Ban | |
| 20 | Not honoring promo codes / corporate bookings / special discounts for PWD, students, and senior citizens | Warning | 3 days Suspension; Retraining | Ban |
| 21 | Invalid amount collection and negotiations – setting own fares not in accordance with the rates in the Avis mobile app, asking the passenger to pay cash for non-cash bookings, not giving the correct change, asking the passenger to pay for parking/toll fees, and incorrectly editing the final fare | 3 days Suspension | 7 days Suspension | Ban |
| 22 | Intentionally delaying trips by not following route suggestions on the map | Warning | 7 days Suspension | Ban |
| 23 | Authorized Avis Partner (AAP) who decline trips assigned by Avis Customer Service | 3 days Suspension | 7 days Suspension | Ban |
| 24 | Arriving a minute past the pick up time | Warning | 3 days Suspension | Ban |
| 25 | Authorized Avis Partner (AAP) did not meet the three (3) minimum bookings in a month | Warning | Warning | Ban or Deactivation from Avis App |
Personal and Professional Integrity
- Use only the official Avis mobile application downloaded from the Google Play/Apple Store.
- Do not keep applications or devices with the potential of modifying Avis’ user experience. This includes location spoofing applications, and/or rooted/jailbroken/modified devices.
- Do not complete a booking without picking up the passenger.
- Always provide truthful information when creating/accessing your account, or disputing charges or fees.
- Use offers and promotions only as intended.
- If a passenger leaves a belonging behind, inform Avis immediately and make every effort to return the item to the passenger.
- Maintain a positive balance in cash and/or credit wallets.
No. | Violation | 1st Offense | 2nd Offense | 3rd Offense |
| 1 | Any form of gaming incentives, fares, and other earnings component. This includes but is not limited to conspiracy with passengers/merchants/drivers/peers/Avis employees and creating false bookings/accounts with fellow Drivers. | Ban | ||
| 2 | Retaining possession of the passenger’s property left behind in the vehicle | Ban | ||
| 3 | Using a modified application or 3rd party applications | Ban | ||
| 4 | Falsification or forging of any document submitted to GSTC and those relevant to the service | Ban | ||
| 5 | False completion of trips – completing ride or order without arriving at the actual pickup or drop-off point | 3 days Suspension | 7 days Suspension; Retraining | Ban |
| 6 | Fraudulent use of Avis Wallet – Any Unauthorized withdrawal/transfer of money from Avis wallet without consent or authorization from GSTC and/or Operator | Suspension until the issue is resolved | Ban | |
| 7 | Identifying oneself as a GSTC/Avis driver (whether when online or out of platform), sharing false information, or any other action that adversely affects GSTC/Avis’ reputation. | Ban |
Emergency
- During an emergency, call the authorities first.
- Ensure that all parties are safe and authorities have been notified.
- Contact GSTC to report the incident.
No. | Violation | 1st Offense | 2nd Offense | 3rd Offense |
| 1 | Failing to inform GSTC within 24 hours of a road traffic accident | 3 days Suspension | 7 days Suspension; Retraining | Ban |
| 2 | Intentionally evading responsibility towards the passenger including the affected third party after an accident occurs | Ban | ||
| 3 | Reporting fake emergency | Ban |
Failure to adhere to the Service Level Agreements (SLAs) may result in legal action, including but not limited to, filing a case in court.