Safety centre
Safety is a set of mechanisms, not a promise.
Everything on this page is something the platform does. Where a capability is not built, it is not listed — you will not find a feature here that turns out to be a plan.
Safety
For riders
Check before you get in
The captain’s name, the vehicle and its plate number are on your screen before the vehicle arrives. If any of them does not match, do not get in — cancel and report it.
A start code only you can give
The trip cannot begin until you read the code to the captain. It proves the right person got in the right vehicle, and it protects both of you.
Share the live trip
Send someone you trust a live view of where you are and where you are going, straight from the ride screen.
Choose who drives
State a captain gender preference at booking. It is matched where an available captain fits, and you are told plainly when none does.
Safety
For captains
The start code protects you too
It records that you picked up the person whose trip you accepted, before the meter runs.
Documents reviewed by a person
Your licence, registration and identity are reviewed, and every decision carries a recorded reason you can read.
Expiry takes a vehicle off the road
You are warned before a document expires. An expired one stops trips rather than risking a ride on invalid papers.
A route to operations
Report an incident from the trip. It reaches the operations team with the ride attached, not as an anonymous message.
Safety
SafetyFor parcels
A named recipient
You give the recipient’s name and number at booking, and the name is recorded when the delivery completes.
What Chale will not carry
Cash, jewellery and documents of value, anything illegal or hazardous, perishables that will not survive the trip, and live animals.
The same live route
A parcel is tracked exactly like a passenger trip, for its whole journey.
Safety
SafetyFor ambulance trips
Call 108 first if life is at risk
Chale is a transport platform, not a medical service, and it does not replace the state emergency number.
Dispatched first, never surge-priced
Ambulance requests go ahead of rides and parcels, and demand pricing is never applied to them.
No promise Chale cannot keep
No arrival-time guarantee and no clinical outcome is promised. You are given a real estimate from a real route.
If something goes wrong
Reporting an incident
A safety report opens a case with an identifier, so following it up never depends on one chat window staying open.
Open the trip
Find it under Trips in your account.
Choose safety
The report is attached to that ride automatically.
Describe it
What happened, in your own words.
Get a case
Operations receive it with the ride record attached.
Follow up
Quote the case when you contact support again.
In an emergency: call 112 for police and 108 for medical help first. Chale’s reporting route is for what comes afterwards, not instead of it.
Questions about a trip?
The help centre covers fares, cancellations, payments and account questions.