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If anyone is in immediate danger or needs urgent police, fire or ambulance help, call Triple Zero (000) now. Do not wait for a reply in HEVO chat.

If you are a rider and feel unsafe, ask the driver to stop at a safe, public place. Leave the vehicle when it is safe to do so. If you are a driver, stop somewhere safe and follow instructions from emergency services if you have called them.

For a collision or injury, seek the appropriate emergency assistance first.

Once you are safe, use the chat button on this help centre to tell us what happened. Include whether you were a rider or driver, the date and approximate time, the trip or pickup area, and a clear description of the incident. If you can, attach a screenshot of the trip details. You do not need to post private documents in your first message.

We may ask for more information to review the report. HEVO chat is for follow-up support; it is not an emergency service or live trip monitoring.

What riders and drivers should do if a trip feels unsafe or an incident occurs.

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