There are important legal conditions that must be met to be eligible for an independent courier to use the Koolaa Platform (the "Requirements"), which are listed below.
You must always be able to adhere to the requirements. This is an important clause in our contract with you.
You cannot start or continue working as a courier for Koolaa if you are unable to meet our requirements.
Capitalised terms below have the same meaning as in the Terms that you have agreed to, and we reserve the right to change or alter these requirements at any time. If we do, we'll notify you, post an updated version of these requirements on the Koolaa Portal, and send you a notification.
personal prerequisites
You:
must be older than 18;
possess the authority to work in Australia and are not violating any VISA requirements while doing so;
the possession of an Australian Business Number (ABN);
may have to pass a background check.
driving prerequisites:
If a vehicle is being used to deliver the Services, you must:
possess a valid driver's licence in the state where you deliver your services.
Immediately let us know if your driving privileges have been cancelled or suspended.
have adequate auto insurance, including Compulsory Third Party (CTP) coverage.
Your automobile, motorcycle, scooter, or electric bicycle must:
A valid registration.
roadworthy and in excellent condition.
obey all regulations governing the operation, insurance, and safety of vehicles.
Requirements for equipment
You have to
possess a smartphone (or other device) running the iOS or Android operating systems.
the mobile applications that you must download and keep up to date in order to use the Services.
transporting any foods for delivery requires the use of a sealable, insulated food transportation bag at all times.
Wear a motorcycle or scooter helmet that complies with Australian Standards and any other safety gear that is deemed reasonably necessary if you use a motorbike or scooter to execute the Services.
use an Australian Standards-compliant bicycle helmet as required by State or Federal regulations if you use a bicycle to conduct the Services.
wear any personal safety gear that is mandated by local, state, or federal legislation.
This Community Behaviour Guide outlines the expectations of service providers and personnel in performing delivery services for Koolaa. It operates alongside the Courier Agreement and accompanying requirements agreed by the service provider in contracting to perform delivery services for Koolaa. Failure to follow these guidelines may result in the termination of services. If you or your personnel have any questions or require clarification about our expectations of your conduct, you should contact Koolaa(via the Courier App). The expected standards of conduct for couriers include maintaining a neat and tidy appearance, having relevant ID with you, treating partner staff and recipients with respect, parking vehicles in designated areas only, removing helmets before entering partners or ringing recipient's doorbell, using commercial grade, thermal bags when delivering food, driving safely, and reporting incidents promptly through the chat function in the Courier App. Quality of service is an expectation for recipients and partners, and couriers must maintain a certain level of quality of service to continue using the Koolaa Platform and accessing Koolaa's network of partners and recipients. Koolaa reserves the right to deactivate access to the Courier App if your service falls below the industry standard for like services in your region, as determined by Koolaa in its good faith discretion. Unlawful discrimination is expected, and any allegations of discriminatory behavior towards any person during service performance may result in the termination of your services. Sexual harassment is also expected, and any incidents of discrimination, harassment, or bullying should be reported to Koolaa (through the Courier App). As a contractor, you are responsible for ensuring the Koolaa courier network is free from harassment and bullying. Reporting any incidents of discrimination, bullying, or harassment you see or experience to Koolaa(through the Courier App) is crucial for maintaining the reputation and success of Koolaa. In conclusion, the Community Behaviour Guide outlines the expectations of service providers and personnel in providing delivery services for Koolaa. By adhering to these expectations, couriers can ensure that their services are professional, reliable, and respectful of all individuals they communicate with online. Koolaa requires couriers to undergo a criminal record check before delivering age-restricted items, such as alcohol or cigarettes. This is in accordance with the Courier Agreement and the Privacy Notice. If convicted of a criminal offense, the courier must inform Koolaa immediately and discuss this with their Courier Team. Recipients must be identified by their government-issued ID card (NSW only), Australian State or Territory driver's license, Australian State or Territory learner's permit, proof of age card, passport, or foreign passport. If the recipient cannot provide a valid ID, the courier must contact Koolaa via the chat function in the Courier App and return the item to the restaurant or store. The recipient will receive a refund for their order and the courier will receive full payment for the delivery. If the recipient appears intoxicated, it is illegal to supply alcohol to anyone that appears intoxicated. Signs of intoxication include slurred speech, lack of coordination, weakened balance, staggering walk, slower reaction times, and smells of alcohol. If the recipient does not answer or is not home, the courier must return the age-restricted item to the restaurant or store. If the alcohol is with a food order but the recipient does not have a valid ID or appears intoxicated, the courier can provide the food portion of the order but must return the alcohol. The courier must contact Koolaa via the chat function in their Courier App to alert them. If the courier does not want to deliver alcohol, they must immediately contact Koolaa and assign another courier to collect the order.
Welcome aboard!
How this guide applies to you and your personnel
Koolaa prioritises the health and safety of its community and its couriers. This Community Health & Safety Guide outlines expectations for all personnel involved in delivery services. It emphasises the importance of taking reasonable steps to prevent risks to the health and safety of yourself, partner staff, patrons, and the general public. The guide operates alongside the Courier agreement and requirements agreed upon when contracting delivery services. Koolaa takes this guide seriously, and failure to follow it may result in service termination. If you have questions or require clarification, contact Koolaa via the Courier App.
Safe driving
Driving is central to the services you provide for Koolaa, so please take care behind the wheel.
Whenever you are operating a vehicle while providing services to Koolaa (this includes driving between delivery opportunities, to a partner, or to recipients), you must always:
Whether you are operating a car, a scooter, a motorcycle, or a bicycle, ensure that you are well-versed in and comprehend all applicable state traffic laws. Not haste. As there is never a set time or " deadline " for couriers to complete a delivery, there is never a need to hurry during a Delivery Run. However, we do expect you to make every effort to complete a delivery without undue delay or diversion. Observe all traffic signs and instructions Conformity with prescribed speed limits Only Park in legal, permitted spaces Respect other road users and proceed with caution when past other vehicles (noting any potential blind areas). Do not drive under the influence of alcohol or narcotics. Do not use your cell phone while traveling. We recommend always using a mobile phone cradle while operating a vehicle or bicycle. Not engage in " road rage" or other dangerous driving behaviours. Please consider turning off your engine when parked to reduce pollution, safeguard your health, and save money if you are in a motorized vehicle. Wear high-visibility apparel, such as waterproof and windproof garments with front, back, and sleeve reflective panels. Our Courier Support Team is always available via the messaging feature of your Koolaa Courier App in the event of an incident. In the event of a severe incident or emergency, dial 000 immediately to contact emergency services.
Fitness for work
Each time you provide delivery services for us, you must be prepared to perform at a high level.
Unfit individuals face various health and safety risks, including increased accidents, injuries, and property damage. It is crucial to ensure both you and your employees are fit for work and not accept delivery opportunities if you are experiencing any injuries, illness, drug or alcohol use, or fatigue. Rushing deliveries is not necessary, as there is no " deadline " to complete a delivery.
Koolaa requires services to be performed without alcohol or drugs, including both illicit and prescribed medications, as they may affect driving safety.
Protective clothing and equipment
If something were to happen, you would want to be prepared with all the necessary safety equipment.
While performing services, make sure you are using appropriate protective clothing and equipment, including:
For couriers driving by car, seatbelts for couriers delivering by motorbike, scooter or bike, an approved helmet which is securely fitted (without a hat underneath) and appropriate protective and high visibility clothing and closed in shoes Sunglasses and sunscreen (it gets hot out there on the road!) Sealable, commercial grade, insulated food transportation bag
If delivering by bicycle or e-bike at night or in hazardous weather conditions that cause reduced visibility (heavy rain), you should display:
A flashing white light visible for 200m from the front, a steady red light visible for 200m from the rear, and a red reflector visible for at least 50m from the rear when hit by headlights on low beam.
Maintaining your equipment
Maintaining a clean, sealable, commercial-grade, insulated food transportation bag is essential to preventing food contamination issues.
Please check that your thermal bag is clean and in good shape; cleanliness is highly valued. After each delivery, simply wash the vehicle with warm soapy water and a moist towel (no bleach, please). Partners may request a visual inspection of the bag's cleanliness before allowing you to complete the delivery. Keep just the food you are delivering in the bag; no other belongings, including your own, should be in there.
Maintaining safe vehicles
Your vehicle is your primary means of transportation; as such, you should always inspect it thoroughly before setting out on a delivery.
Your vehicle should be insured. It is a requirement for all motor vehicles to have Compulsory Third Party insurance and we recommend taking out additional appropriate insurances. Your vehicle should be regularly maintained so it is operational, safe, and unlikely to break down. You should have your vehicle serviced at regular intervals and audited against the relevant Government safety checklist. You should keep all records of vehicle maintenance, including manufacturers' recommended service intervals. If you use an e-bike, then it should meet the requirements for permitted e-bikes set out by the Australian Government.
Environmental Hazards
The world is full of surprises; you just have to be ready for them.
While providing these services, you may occasionally be exposed to dangers that might increase your risk of injury.
We care for the well-being of all Koolaa Platform couriers. It is your choice whether to accept offers during inclement weather. Delivery runs can be dropped, stopped, or resumed at any moment, and you are under no obligation to accept any given offer.
The following are examples of potential dangers:
Your safety is of the utmost importance to us, so if you encounter an environmental hazard, you should evaluate the level of risk and consider strategies to avoid or reduce the risk of injury.
If you are unable to complete a task safely, you must contact Koolaa immediately through the Courier App.
Incident reporting
Sometimes accidents happen, or nearly happen. We want to know so that we can do what we can to prevent it happening again. You also have an obligation as an independent contractor under the Work Health and Safety Act 2011 to notify any incidents to Safework.
You are required to report to Koolaa (through the Courier App) and to Safework the following incidents that you might be directly involved in:
Incidents which caused injury to you Incidents which caused injury or death to another person, including recipients, partner staff, other - motorists or the general public Incidents that could have caused a serious injury or death to you (but did not), for example: a) a road collision in which you were directly involved but not injured b) road rage c) a serious incident involving a highly aggressive recipient that was escalating to possible violence Incidents that could have caused a serious injury or death to another person (but did not)Hazards you identify that are related to the delivery of your services which, if left unaddressed, could cause serious harm to you or others
In the event of an incident, our Courier Support Team is always available via the chat function of your Koolaa Courier App. In the event of a serious incident or emergency, contact Emergency Services on 000 immediately.
See here for more information on incident notification to Safework and contact details below by state.
Jurisdiction, Regulator, Telephone, and Website
New South Wales, SafeWork, NSW 131 050, Safework.nsw.gov.au
You do not need to report traffic hazards or other hazards over which Koolaa does not reasonably have any control or any ability to reduce any risk of harm to you or our recipients.
Reporting any incident as soon as possible is crucial – we are here to help you work safely!
Check that the lights, brakes, pedals, chain lubes, wheels, seat, and locks of the bikes are safe to ride.
Have white front light and red rear light lit at night and have your bicycle fitted with a relight reflector on the rear.
Not use mobile phones while riding.
Bike-lanes
Riding on the footpath is not allowed as it poses a safety risk to pedestrians. It is important to use designated bike lanes or roads to ensure the safety of everyone.
Riding against the flow of traffic on a one-way street is not only illegal but also highly dangerous. It increases the risk of collisions and makes it difficult for other road users to anticipate your movements.
This is an important rule to follow, as it ensures the safety of both pedestrians and drivers. By keeping to the left and giving way to pedestrians, we can prevent accidents and promote a harmonious flow of traffic.
These designated paths serve different purposes and are designed to ensure the safety and convenience of pedestrians, cyclists, and other users. It is important to respect these distinctions and use each path as intended to maintain a harmonious coexistence among all users. Additionally, familiarizing oneself with local traffic regulations and guidelines can help prevent any unintentional misuse of these paths.
Parking your bike in the designated area ensures that it is safely stored and does not obstruct pedestrian pathways. Additionally, locking your bike provides an extra layer of security, deterring potential theft or unauthorized use.
Follow the Signs
"Follow the Signs" is a phrase commonly used to encourage individuals to pay attention to and follow the directions or guidance provided. It implies that there are specific indicators or markers that can lead one in the right direction towards their desired destination or goal. These signs can be physical, such as road signs or arrows, or metaphorical, such as advice or instructions given by others. By heeding these signs and staying attentive, individuals can navigate their way through unfamiliar territory and make informed decisions along the way.
Traffic signs are put in place to ensure the safety and efficiency of road users. They provide important information such as speed limits, directions, and warnings about potential hazards. It is crucial to obey these signs to prevent accidents and maintain a smooth flow of traffic.
The road speed limit refers to the maximum speed at which vehicles are legally allowed to travel on a particular road. It is set by local authorities and enforced by law enforcement agencies to ensure the safety of all road users. Exceeding the speed limit can result in fines, penalties, and even license suspension, as it increases the risk of accidents and reduces drivers' ability to react to unexpected situations.
Turning and Indicating
are two important aspects of safe driving. Turning refers to the act of changing the direction of the vehicle, whether it's making a left or right turn at an intersection or executing a U-turn. Indicating, on the other hand, involves using your vehicle's signals to communicate your intended movements to other drivers on the road. By properly turning and indicating, you can help prevent accidents and ensure a smooth flow of traffic.
This is an important safety measure that helps to alert other road users of the cyclist's intended direction. Failure to indicate while turning right can lead to confusion and potential accidents, especially in busy traffic situations.
Overtaking and following a vehicle
at a safe distance is another crucial aspect of road safety. By maintaining a proper distance, drivers can ensure they have enough time to react to any sudden changes in the vehicle's movement. This practice is particularly important when driving at high speeds or in adverse weather conditions, as it reduces the risk of rear-end collisions and allows for better visibility of the road ahead.
E-Bike Considerations
When it comes to e-bikes, there are a few additional considerations for road safety. Firstly, riders should always wear a helmet to protect themselves in case of accidents. Additionally, it is important for e-bike riders to familiarize themselves with the specific laws and regulations regarding e-bike usage in their area, as these may vary from traditional bicycle laws. By being aware of these considerations and taking necessary precautions, e-bike riders can help ensure their own safety on the road.
Wear a Helmet
Wearing a helmet can significantly reduce the risk of head injuries in the event of a collision or fall. It is also important to properly fasten the helmet and ensure it fits correctly for maximum protection.
For more information, please visit https://roadsafety.transport.nsw.gov.au/stayingsafe/bicycle-riders/laws.html
Koolaa Vehicle Safety Instruction
)
Drivers approaching a roundabout must use their indicator if they intend to turn left or right or make a U-turn at the roundabout. They must give other road users sufficient notice of their intent to turn.
Drivers must slow or stop to give way to any vehicle already in the roundabout. Drivers must also continue to use their indicator if they intend to turn left, right or make a U-turn.
Drivers must indicate left on approach and be travelling in the left-hand lane (unless there are road markings with other instructions), stay in the left lane and exit in the left lane.
There is no requirement for drivers to signal when approaching the roundabout if they are going straight ahead.
Drivers may approach the roundabout from either the left or right lane (unless there are road markings with other instructions).
Drivers must indicate right on approach and be travelling in the right-hand lane (unless there are road markings with other instructions).
When using a roundabout to make a U-turn, drivers must approach in the right lane and signal right.
Drivers may change lanes in a roundabout if they wish. The usual road rules for changing lanes apply. Drivers must use their indicator and give way to any vehicle in the lane they are entering.
)
Just like exiting any road, drivers must signal left when leaving a roundabout, if it is practical to do so, and stop indicating as soon as they have exited the roundabout.
When travelling straight ahead on a small single lane roundabout, it may be impractical to indicate left when exiting.
All drivers are required to drive carefully and slow down or stop when there is a chance of a crash with another vehicle.
)
If a driver is turning left or right at an intersection, the driver must give way to any pedestrian crossing the road the driver is entering.
This applies to intersections with and without traffic lights. However, this rule does not apply at roundabouts.
For their own safety, pedestrians should always check their surroundings before crossing the road.
A mobile phone may only be used while driving:
While driving, a mobile phone cannot:
Drivers can only use a hand-held mobile phone if their vehicle is parked in an authorised parking spot. They cannot use a hand-held mobile phone while stopped at traffic lights. Drivers may use the navigational or GPS function and audio functions of a phone while driving, provided the phone is secured in a fixed mounting.
Learner and P1 drivers are not permitted to use any function of a phone while operating a vehicle.
When a driver is travelling on a road without lane markings and the number of lanes or lines of traffic is reduced, they must merge by giving way to any vehicle that is ahead of them.
This is often called a zipper merge.
)
Car B gives way to Car A.
When a driver is travelling in a marked lane which is ending and is required to cross a broken painted line to enter the adjacent lane, the driver must give way to the traffic travelling in the lane being entered.
)
Car A gives way to Car B.
)
On multi-lane roads with a speed limit of more than 80km/h, motorists must not drive in the right-hand lane unless they are:
If a Keep Left Unless Overtaking sign is displayed, the requirement applies regardless of the speed limit.
A driver must not use their headlights on high beam if travelling o less than 200m behind a vehicle travelling in the same direction o less than 200m from an oncoming vehicle.
It is an offence to flash the vehicle’s headlights unless the vehicle is being used to respond to an emergency.
)
A driver must not use any light fitted to their vehicle that may dazzle another road user.
A driver is only permitted to use fog lights if driving in fog, mist or other atmospheric condition that restricts visibility.
A driver may only use a spot or search light if: o The vehicle is stationary, and the light is being used for making adjustments or repairs to a vehicle. The light must not be projected more than six metres.
o the light is used temporarily to read a house number or notice board.
When driving at night, or in conditions where there is insufficient daylight to render a person dressed in dark clothing discernible at a distance of 100m, a driver’s vehicle must have clearly visible:
o Headlights o taillights o number plate lights o clearance lights and side marker lights if they are fitted to the vehicle. It is recommended that in some daytime situations driving with the vehicle’s headlights on can improve the likelihood of being seen by other road users.
)
When making a U-turn a driver must: o has a clear view of any approaching traffic.
o at an intersection without traffic lights, where a ‘no U-turn’ sign is displayed o at a break in a driving strip where a ‘no U-turn’ sign is displayed o across any of the following:
Drivers are not permitted to make a U-turn at traffic lights unless there is a U-Turn Permitted sign displayed or a green U-turn traffic light is displayed.
)
3 Seconds
Drivers must keep sufficient distance behind a vehicle travelling in front of them to safely avoid a collision.
Safe following distances may vary depending on the conditions, the type of vehicle and the speed at which the vehicle is travelling. As a general rule, when following a vehicle, the driver should travel three seconds behind the vehicle in front to provide sufficient time to avoid a crash.
To calculate a three second space when following another vehicle, drivers can use the basic time-lapse method technique:
)
A school zone is the area around a school with a speed limit of 40km/h. Between the School Zone and End School Zone signs, drivers must obey the school zone speed limit.
The school zone speed limit applies on NSW gazetted school days and during the times detailed on the school zone sign. School zone hours are normally 8:00am–9.30am and 2.30pm–4:00pm.
Pupil free days fall within the gazetted school days; thus school zones are operating and enforceable.
Details on NSW gazetted school days can be located at: www.boardofstudies.nsw.edu.au/events/ vacations.html
Some non-government schools do not operate on gazetted school days. Motorists should be aware that school zones still operate and are enforceable on these days.
There are a small number of schools with different school zone times – these will be detailed on the school zone sign.
A yellow (amber) traffic light or arrow means stop. A driver approaching traffic lights showing a yellow traffic light must stop if the driver can stop safely before reaching the stop line or traffic lights.
Penalties apply for drivers who fail to stop at a yellow light, unless it is unsafe to do so.
Call 13 11 70 or use a freeway help phone if you cannot move your vehicle off the road and it is blocking traffic.
In an emergency call 000 for police and ambulance assistance.
Safe driving tips NSW provided by Home | SafeWork NSW
To ensure riders are riding safe during their delivery journey, please read and follow Koolaa Safety Instruction* as well as local road rules. Koolaa road safety inspectors will regularly do checkup according to the following instructions:
Irregular dates (at least once per fortnight)
We will spot check riders according to their real-time location, not limitation to some fixed area.
For riders who do not meet the safety requirements:
* Koolaa Safety Instruction is a PDF file that you would receive during the training or account activation procedure.
You can also email to courier@koolaa.com.au to get one.
