Amid growing concern among drivers, Bolt is opening a new driver engagement center in South Africa

Africa’s leading on-demand mobility service provider, Bolt, has opened another driver engagement center in South Africa. This was revealed in a statement sent to Technext by the company. The statement shows that the centre, the second in the country, has opened in Thornton, Cape Town. The first one is located in Johannesburg.

According to the company, the move follows extensive feedback from drivers who highlighted that personal support is critically needed. It said the Cape Town center builds on the success of the Johannesburg center and aims to provide drivers with direct support to address their concerns and challenges. Thanks to this, according to the carrier, drivers will feel appreciated and listened to.

Speaking about the development, Bolt senior operations manager Simo Kalajdzic said the center reaffirms the company’s commitment to investing in its business to provide better support to driver-partners and help them develop while driving with Bolt.

“The new center will also offer a range of training sessions designed to equip drivers with the skills and knowledge needed to excel when driving with Bolt. These sessions will cover best practices in customer service, earnings optimization, safety protocols and vehicle maintenance tips. By providing this comprehensive training, Bolt aims to ensure drivers feel confident, supported and empowered to improve their overall performance and success on the platform, ultimately improving the passenger experience– said Kalajdzic.

The Bolt center will arrive in the face of dissatisfaction from drivers across the country

These changes come at a time when drivers across South Africa are going through difficult times and are taking to the streets to vent their frustrations. Last week, drivers in South Africa’s Western Cape marched in front of provincial authorities to protest unfair practices by emailing companies such as Uber and Bolt.

According to Western Cape E-hailing Association (WCEA) secretary Omar Parker, who spoke to Technext, the march is aimed at demanding that the government regulate the industry to end the reign of enslavement and domineering of drivers by app development companies.

The secretary raised some complaints such as exorbitant commission ranging from 24 to 43 percent and low prices that deserve an increase of up to 20 percent. Others include the abolition of the three-year car age limit and the arbitrary deactivation of driver accounts in the case of Bolt itself, which has allegedly banned over 2,000 drivers in recent months.

Similarly, drivers in the KwaZulu-Natal region have threatened to shut down the Uber and Bolt apps in protest against various violations committed by app companies. According to KwaZulu-Natal E-Hailing Council chairman Sipho Mabiki, violations committed by app providers include car age restrictions, excessive commissions and promotions, and safety concerns.

However, Bolt says this new center is part of its ongoing efforts to strengthen relationships with drivers. According to the app’s maker, the center will offer improved driver support, troubleshooting and helping new drivers get on the road faster. The center will also function as a lost-and-found point, where passengers can collect items forgotten in their vehicles during their trip.

The company also said its approach to driver engagement goes beyond physical centers as it regularly hosts engagement sessions called “Empowerment Days” in cities where such centers are not yet available. The company says these sessions address drivers’ concerns, remove any barriers they face while driving, and provide them with the tools and knowledge they need to succeed on the platform.

“Drivers are essential to our business and their success is our priority. We’re constantly working to improve their experience and give them the opportunity to maximize their earnings”said senior operations manager Simo Kalajdzic.