Ride-hailing firm Bolt has rolled out dashboard cameras to capture both the interior and exterior of vehicles during trips, aiming to provide evidence in driver-passenger disputes that are often prolonged in the absence of clear proof.

The digital taxi firm is rolling out the cameras through a partnership with Driver Technologies, a company offering an app that enables phones to be used as dashboard cameras, simultaneously recording videos both internally and externally.

Bolt drivers will get access to the app for free for the first month, and get a 75 percent discount afterwards under the partnership, helping them boost accountability during trips as the recorded video is accessed by Bolt’s customer service team directly.

Bolt Rides General Manager Dimmy Kanyankole said its drivers have always requested a way to record trips to act as evidence during disputes, but affordability has always been a hurdle to getting dash cams.

“Driver partners frequently share that dash cams provide not only enhanced security and peace of mind, but also greater accountability in their trips. Unfortunately, the cost of acquiring a reliable device has often been a barrier,” said Mr Kanyankole in a statement.

“We are addressing this challenge by offering discounted access to premium dash cam features. This empowers drivers with tools that improve safety, support accurate clarification of incidents, and foster greater trust between drivers and passengers, all at a reduced cost.”

Bolt said the move is aimed at reducing safety incidents by providing evidence for customer support and the police as and when they occur, and also to ease the process of insurance claims in case of accidents.

While the feature is not mandatory for drivers, Bolt says it is in the drivers’ best interests and responds to several requests from drivers, who’ve often felt at a disadvantage when disputes come down to the customers’ words against theirs.

However, drivers will have to comply with data protection laws in Kenya, including informing the passengers that they are recording video and audio, for what purpose, and how long the recording will be kept.

The feature comes amid a flurry of customer complaints about mistreatment by digital taxi drivers, with Bolt being among the most affected in the market, yet in most cases, there is no proof of the abuses.

Such abuses include demanding extra payment, unwelcome sexual advances, inappropriate comments, or extortion.

Bolt’s arch-rival in Kenya, Uber, already introduced mandatory and automated audio-recording for all its rides since July 2023, in response to the surge in safety concerns and customer abuses by drivers.

Bolt has a similar compulsory audio-recording issue in South Africa, Nigeria, and Ghana, but it is yet to be rolled out in Kenya. Nairobi is the first market in which it is introducing the dash cam feature to tackle customer disputes.