Bolt has announced a major change for South African users, requiring riders to verify their identities before they can book trips through the platform.
The new measure, which includes the submission of an ID number and a selfie, forms part of the company’s broader strategy to improve safety and accountability amid ongoing concerns about violent crimes targeting e-hailing drivers.
The rollout was announced on Monday and will be introduced gradually across South Africa.
According to Bolt, the initiative is designed to strengthen trust on the platform, improve traceability of users and support compliance with South Africa’s National Land Transport Act (NLTA), which seeks to improve safety standards within the e-hailing industry.
Driver safety remains a major concern
The move follows years of calls from e-hailing drivers and industry organisations for stronger passenger verification measures.
Drivers have frequently argued that criminals exploit anonymous accounts to request trips and lure drivers into dangerous situations. Several incidents involving robberies, hijackings and violent attacks against drivers have highlighted the risks facing those working in the sector.
While recent regulations introduced safety requirements such as dashboard cameras and vehicle identification measures, many drivers have argued that these interventions do not adequately address the root causes of crime.
Some have even expressed concern that visible vehicle branding can make drivers easier targets for criminals.
Against this backdrop, passenger identity verification has become one of the most widely supported safety proposals within the industry.
Bolt South Africa Senior General Manager Sbu Ngwane said verified users help create a safer environment for everyone using the platform.
“Expanding rider verification is an important step in strengthening accountability because accountability is enhanced when users are verified and identifiable,” he said.
How the new verification process works
Under the new system, riders will be prompted to provide their South African ID number and take a selfie through the Bolt app.
In most cases, verification will be completed automatically within minutes using secure digital authentication tools.
If the system is unable to verify the user immediately, additional identification documents may be requested for further review.
Bolt said the verification process is supported by an accredited identity verification partner and includes checks against records maintained by the Department of Home Affairs.
The company believes the initiative will improve accountability while reducing opportunities for fraudulent or anonymous use of the platform.
Although the rollout will take place in phases, existing users can voluntarily complete the verification process immediately through the app.
The announcement forms part of a wider investment programme by the Estonia-based company.
Bolt has committed approximately R1.877 billion between 2024 and 2027 to strengthen safety across its platform through upgraded technology, enhanced security features, support services and closer cooperation with regulators and law enforcement agencies.
As South Africa’s e-hailing industry continues to evolve, companies, drivers and regulators are increasingly focused on finding practical ways to balance convenience, privacy and safety in one of the country’s fastest-growing transport sectors.
Source: Bolt South Africa