Safety & Trust on MyTruckMate
MyTruckMate connects customers and businesses with independent, verified drivers. Here's how we screen drivers before they can accept work, what protections are in place if something goes wrong, and how to report a concern.
Driver Verification
Before a driver can accept a job or a Day Driver Hire booking, our Support team reviews their account in full. That review covers:
- Driver's licence — checked and current for the vehicle class they'll drive
- Vehicle documents — registration and relevant compliance paperwork for the vehicle they'll use
- Address — a current residential address on file
- Identification — a valid form of ID to confirm who they are
A driver can't bid on jobs or accept hire requests until every part of this review is complete.
If Something Goes Wrong on a Job
If an issue comes up during a job, the first step is always the same: message the other party through in-app chat. Most problems are sorted out this way. If that doesn't resolve it, contact our Support team and we'll step in to help, using the job's record — messages, timestamps, and job details — to work toward a fair outcome.
Day Driver Hire bookings add an extra layer of protection: payment is held in escrow rather than released upfront, and only paid out once the booking is confirmed complete. That gives both sides room to raise and resolve an issue before funds change hands.
Safe Loading & Cargo Handling
Freight moved on MyTruckMate ranges from single pallets to full truckloads, and safe handling matters whatever the size of the job. A few things help every job go smoothly:
- Provide accurate weight, dimensions, and packaging details when posting a job, so it's handled and loaded correctly
- Flag any special handling needs upfront — fragile goods, temperature control, hazardous materials, or anything else out of the ordinary
- Cargo should be properly secured for transport, in line with standard load restraint practice, for the safety of the driver, the road, and the freight itself
- Confirm insurance coverage for your specific freight with your driver before booking if you have any doubt
Report a Safety Concern
If you see something that doesn't look right — on a job, with a driver, or anywhere else on the platform — tell us. Our support team reviews every report.
Report a safety concern any time — our team is Australia-based and reviews reports Mon–Fri, 7am–7pm ACST.
You can also reach us through our Contact page.