E-Hailing Crackdown Exposes Duty Of Care Gap For South African SMEs

E-hailing, for most South African businesses, has become the default mode of getting employees from A to B. After all, there are no invoicing headaches or petrol reimbursements to worry about. Your employee simply opens the app, books the ride, and gets on with their day.

That familiarity, however, has been complicated by a regulatory shake-up that caught many businesses off guard. Under South Africa’s National Land Transport Act, which came into effect in September 2025, e-hailing platforms were required to register with the National Public Transport Regulator within 180 days. While some platforms met that deadline, others did not, and in the North West, police have already begun impounding vehicles belonging to unregistered operators.

South Africa’s evolving e-hailing regulatory landscape has raised a question that most businesses haven’t had to ask before: do we actually know what’s happening once an employee gets into that car?

The honest answer, for many SMEs, is no. 

“That gap has nothing to do with e-hailing being the wrong choice and everything to do with the fact that the governance hasn’t kept pace with the convenience,” says Herman Heunes, General Manager at Corporate Traveller South Africa. 

The good news? Closing the gap is simpler than most businesses think.

The managed travel illusion

E-hailing arrived in South Africa’s corporate travel landscape and immediately made itself indispensable with real-time tracking, digital receipts, cashless payments, and a rating system that creates at least some accountability between driver and passenger. As part of a broader managed travel programme – sitting alongside chauffeur transfers, hotel bookings, and flight management – it’s a powerful tool. Used in isolation, without policy or oversight, it looks and largely feels like a managed solution. 

The problem is that looking like managed travel and being managed travel are two different things.

South Africa’s new e-hailing regulations have made a previously invisible assumption very visible, very quickly.

“Visibility is the biggest challenge we see with SMEs and e-hailing,” says Carmen Hidalgo, Customer Success Team Leader at Corporate Traveller South Africa. “If companies don’t know how employees are moving around, they can’t effectively support them when things go wrong. That’s a policy problem. The tools to create that visibility already exist. Most businesses just haven’t connected them to a formal framework yet.”

The myth around SMEs and duty of care 

There’s a persistent assumption in the SME market that duty of care is something multinationals worry about. For smaller businesses, the thinking often goes, the informal approach has worked fine so far.

But, ultimately, rather than the size of your travel programme, duty of care is about the fact that when an employee travels for work, whether they’re flying to Johannesburg or getting into an e-hailing vehicle to reach a client meeting across town, their employer has a responsibility to take reasonable steps to keep them safe and to support them if something goes wrong.

“Liability may sit with multiple parties in a ground transport incident, but responsibility cannot be outsourced,” says Heunes. “What we want SMEs to understand is this: building a duty of care framework that properly supports your travellers doesn’t require complexity – it requires clarity. Clear guidelines, approved providers, and a defined process for escalation. That’s achievable for any business, regardless of size, and it changes the experience for your travellers and your risk profile significantly.”

The shift Heunes describes is already visible in how Corporate Traveller’s SME clients are approaching ground transport. “We’re seeing companies move from convenience-led bookings to visibility-led bookings,” he says. “The question used to be ‘how do we get a ride?’ Now it’s ‘how do we manage the journey?’” 

That change reflects a growing understanding that e-hailing is no longer simply a transport choice.

“It’s a traveller experience, a business risk, and a duty of care decision, all at once,” Heunes adds. 

So, what does that actually look like in practice?

What good looks like 

Sensible e-hailing governance for an SME requires a few deliberate decisions, consistently applied.

Start with an approved provider list. Knowing which platforms are operating within the legal framework is a reasonable baseline. That list may evolve, and a good TMC will help you stay current, but having one at all puts you ahead of most SMEs.

Build basic safety guidelines into your travel culture. When using e-hailing, encourage employees to conduct the following safety checks:

• Verify the vehicle registration, make, and model against the app before getting in. 
• Confirm the driver matches the photograph.
• Never accept a different vehicle on the driver’s say-so. 
• Keep the trip inside the app – if a driver asks you to cancel and pay directly, decline. 

Define what visibility means for your business. This doesn’t have to mean real-time GPS monitoring of every employee, but it might mean ensuring that travelling employees share their trip details with a colleague, or that bookings are made through a platform that generates reportable data. The goal is that if something goes wrong, you know where your people are and you have a process for responding.

Create a simple escalation path. Who does an employee call if their driver doesn’t match the app or if they feel unsafe? If the answer is “I suppose they’d call their manager,” that’s a starting point, but it should be written down, communicated, and tested.

Treat e-hailing as part of your travel policy, not an exception to it. “If employees are already using it, it belongs in the policy,” says Hidalgo. “Ignoring it doesn’t reduce the risk – it just means you’re managing it without a framework. The businesses that have taken the time to include ground transport in their travel governance tell us the same thing: it’s one of the easiest wins in the whole travel programme. A few clear decisions, and suddenly you have visibility and accountability where you previously had none.”

The regulatory framework will settle, and the industry will find its footing under the new rules.

But the underlying question – do we actually know what’s happening once an employee gets into that car? – remains.

E-hailing is the right choice for most SMEs. It’s cost-effective and accessible, and when it’s working well, it supports the kind of lean, efficient travel programme that smaller businesses need. 

“We know SMEs aren’t interested in replacing it with something more expensive and more complicated. The goal is to make sure the governance is as good as the convenience,” comments Heunes.

That’s a realistic ambition, and for SMEs that haven’t started yet, the distance between where they are and where they need to be is shorter than they think.

“Good travel governance doesn’t need to be complicated,” says Hidalgo. “It just needs to exist.”