Contact a shared e-bike or e-scooter operator

Contact the operator if a shared e-bike or e-scooter is:

• blocking a footpath or pedestrian path
• blocking a driveway, access ramp or building entrance
• blocking access for people using wheelchairs, mobility aids or prams
• parked in a no-parking area
• lying on the ground
• creating a hazard or obstruction.

You can usually report a parking issue through the operator's app, website, or customer support service.

When making a report, try to include:

• the shared device ID or QR code
• location
• a photo.

If the issue continues, contact your local council or land manager. They manage parking locations for shared e-bikes and e-scooters.

Operators must keep shared devices in good working order. They must repair any damages, provide helmets and manage where devices are available.

Contact the operator if the shared device:

• is broken or damaged
• has brakes, tyres, lights, battery or other equipment not working properly
• cannot be unlocked or used
• does not look safe to ride
• has a helmet missing or damaged.  

When making a report, try to include:

• the shared device ID or QR code
• location
• date and time
• a photo. 

If you are involved in a crash with a shared e-bike or e-scooter and someone is injured, or there is an immediate danger, call Triple Zero 000 for emergency services.

Contact the operator to report:

• a crash or near miss, even if emergency services are not required
• property damage caused by a shared device
• dangerous or unsafe riding
• any other safety concern.

When making a report, try to include:

• the shared device ID or QR code
• the location
• the date and time
• a photo of the incident.

Shared e-bike and e-scooter operators must meet safety and insurance requirements to operate in NSW.  

Operators must:

• have the required insurance, including $20 million in public liability, $1 million in third-party liability, and rider insurance
• report crashes and safety incidents to Transport for NSW.

Transport may use this feedback and incident information to monitor safety, shape policy, check compliance and improve services.  

NSW Police enforce road rules, including unsafe riding, speeding, riding in the wrong place and not wearing a helmet.

Operators manage their own apps, accounts, trips, payments and refunds. Contact the operator if you have an issue with:

• the app not working
• signing up or logging in
• unlocking a device
• a trip that did not end correctly
• incorrect charges
• requesting a refund
• accessing your account or an account suspension
• subscriptions or payments
• customer service.

Councils and land managers decide where shared e-bike and e-scooter parking areas are located. 

Contact the relevant council or land manager to give feedback about parking locations. They can create, change and enforce parking and no-parking areas.

Contact the council or land manager to give feedback about:

• where a shared device parking area is located
• adding, moving or removing a parking area
• not having enough parking areas
• a parking location that is unsafe or unsuitable
• unclear signs or directions
• poor lighting, access or visibility near a parking area.

Councils and land managers decide on no-go, go-slow and no-parking zones.

Operators use geofencing to apply these restrictions. Geofencing uses GPS technology to create virtual boundaries that can automatically limit where riders can ride or park.  

You can view these zones in the operator's app before and during your trip.  

Contact your council or land manager about:

• no-parking zones
• no-go zones, including requests to add or change one
• shared devices found in an area where they should not be
• go-slow zones
• places where you'd like shared device services.

Contact the operator about:

• geofencing that seems wrong
• not being able to park or end a trip where you expected to
• places where you’d like shared device services.

We want to hear your feedback about shared e-bikes and e-scooters.

Send feedback to Transport about:

• affordability
• access and equity
• ideas for improving shared device services.

Your feedback may be used to monitor shared device schemes, identify issues, and improve future services.

If you think an operator isn’t following the rules or may be operating without approval, email sharingschemeoperators@transport.nsw.gov.au.