As safety continues to shape how South Africans move through their cities, Bolt is expanding rider identity verification through integration with South Africa’s Department of Home Affairs. The initiative forms part of a broader investment in accountability, technology and passenger protection.
For millions of South Africans, ride-hailing has become an essential part of daily life, whether commuting to work, travelling after dark, attending classes or navigating busy urban centres. But alongside convenience, safety remains one of the biggest factors influencing how people choose to move around their cities. In response, Bolt South Africa has announced the expansion of rider identity verification across its platform, introducing a new process linked to records maintained by the Department of Home Affairs. Riders are now able to verify their identities using their South African ID number and a selfie, creating an additional layer of accountability designed to strengthen trust between passengers and driver partners. Here, Senior General Manager at Bolt South Africa, Sbu Ngwane sheds light on how the new verification system works, what it means for riders, and why accountability is becoming one of the most important tools in building safer mobility experiences across South Africa.
GLAMOUR: Bolt has announced a new rider verification process linked to South Africa’s Department of Home Affairs. Can you explain how the system works and what information is verified before a rider is approved to use the platform?
Sbu Ngwane: The rider verification process is designed to be simple, secure and convenient. Riders are prompted to enter their South African ID number and take a selfie. In most cases, verification is completed automatically within minutes. If the system is unable to verify a rider immediately, they may be asked to upload an identity document for additional verification. The process is supported by a trusted verification partner and includes verification against records maintained by the Department of Home Affairs, helping to ensure that riders are accurately identified and accountable when using the platform.
GLAMOUR: What specific safety gaps did Bolt identify that led to the introduction of Home Affairs verification for riders, and how does this strengthen safety and trust across the platform?
SN: Our Ride-Hailing Safety Index Report, conducted by Ipsos, confirmed that safety and trust are key factors influencing how South Africans choose to travel. While ride-hailing is already perceived as a safer transport option by many users, strengthening accountability remains an important part of improving safety outcomes. Rider verification helps ensure that users on the platform are identifiable, which enhances accountability and strengthens trust between riders and driver partners.
GLAMOUR: How will the verification process help prevent identity fraud, fake accounts, or individuals using another person’s credentials to create and use rider accounts?
SN: By verifying a rider’s identity against Department of Home Affairs records and matching that information with a selfie, the process makes it more difficult for individuals to create accounts using false identities or someone else’ credentials. The initiative adds an important layer of accountability and helps ensure that users are accurately identified when using the platforms.
GLAMOUR: What safeguards are in place to ensure that riders’ personal information is protected when being verified against Home Affairs records?
SN: The verification process has been designed to be secure and is facilitated through a trusted verification partner. Bolt is committed to protecting users’ personal information throughout the verification process while ensuring that identity checks are conducted accurately and responsibly.
GLAMOUR: Beyond rider identity verification, what other new safety features is Bolt introducing this year, and how do they work in practice?
SN: Rider verification forms part of a broader safety ecosystem. Bolt continues to encourage passengers to use existing safety features such as Pick-Up Codes, Live Trip Sharing, Ride Check, Active Trip Monitoring, Emergency Assist powered by CASI, and in-app incident reporting. These tools are designed to provide additional layers of protection before, during and after a trip. Globally, Bolt has also committed €100 million between 2024 and 2027 to strengthen safety through enhanced technology, safety features and support systems.
GLAMOUR: Passenger safety remains a major concern in ride-hailing. How were riders’ experiences and feedback considered when developing these new safety measures?
SN: The expansion of rider verification was informed by insights from Bolt’s Ride-Hailing Safety Index Report conducted by Ipsos. The research highlighted that safety remains a top priority for South Africans and influences transport choices. Feedback from riders continues to play an important role in shaping Bolt’s safety investments and innovations.
GLAMOUR: How does Bolt measure the effectiveness of new safety features, and what metrics will you use to determine whether rider verification is improving overall platform safety?
SN: Bolt continuously evaluates safety initiatives through a combination of user feedback, platform insights and broader safety outcomes. The goal of rider verification is to strengthen accountability and trust, and Bolt will continue monitoring its impact as part of its ongoing commitment to improving safety across the ride- hailing ecosystem.
GLAMOUR: South Africa has unique safety challenges. How have local insights shaped these innovations compared to safety measures introduced in other markets?
SN: Local insights have been central to the development of these initiatives. Research conducted in South Africa shows that safety strongly influences how people choose to travel, particularly at night. Bolt’s investments in rider verification, safety education, emergency response partnerships and women’s safety initiatives reflect the specific needs and concerns of South African users while complementing the company’s broader global safety strategy.
GLAMOUR: What role do partnerships with government departments, law enforcement, and safety organisations play in strengthening the platform’s overall safety ecosystem?
SN: Collaboration is a critical component of effective safety. Rider verification leverages records maintained by the Department of Home Affairs, while Emergency Assist is supported by emergency response partner CASI. Bolt also continues to work with regulators, law enforcement and other stakeholders because creating safer mobility requires a collective effort across the broader transport ecosystem.
GLAMOUR: What is the next frontier for safety innovation at Bolt, and what can riders and drivers expect to see in the coming months as verification and other safety initiatives evolve?
SN: Bolt views rider verification as one part of a broader and evolving safety ecosystem. The company will continue investing in safety innovation, passenger education, stronger partnerships with regulators and law enforcement, and initiatives that improve trust, accountability and safety. Riders and driver partners can expect Bolt to continue enhancing technology, operational safeguards and support systems as part of its long-term commitment to safer mobility in South Africa.
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