e-bike and e-scooter hire trial questions and answers

To encourage more sustainable travel choice on the Sunshine Coast. The introduction of an e-bike and e-scooter trial in Maroochydore and Mooloolaba coincides with Maroochydore being the region’s major business centre and Mooloolaba being a major tourism destination.

The introduction and use of e-mobility on the Sunshine Coast is supported by the Integrated Transport Strategy and focusses on encouraging greater use of e-bikes, e-scooters and other emerging e-mobility travel options.

• E-bikes and e-scooters are a popular way to travel on the Sunshine Coast for short to medium journeys. 
• Buying an e-bike or e-scooter yourself is the main way to take part in this emerging travel choice.
• Short-term hire can make it easier and encourage more residents and visitors to use e-bikes and e-scooters.

Neuron will gradually roll out up to 400 e-scooters and 75 e-bikes.

e-scooters and e-bikes can only be ridden between the hours of 5am and 9pm daily.

Neruon’s e-bikes and e-scooters are fitted with a range of safety features. GPS and geofencing technology controls where they can be ridden and parked and their speed in different areas. 

E-bikes and e-scooters cannot leave the boundaries of the trial area. There are slow-zones, no-ride zones and designated parking locations in place to improve safety.

As part of the trial, e-scooters will be restricted to footpaths and shared paths at a speed of 12km/h. They are also permitted in bicycle lanes on roads with a speed limit of 50km/h or less, on-road bicycle lanes that are physically separated and on low-speed roads with a speed limit less than 50km/h and no dividing lane. E-scooters cannot be ridden in bicycle lanes on roads over 50km/h.

Working closely with the Sunshine Coast Council, Neuron has created designated parking locations throughout the riding area. Designated parking can be located in the Neuron app and riders will not be able to end a trip in any other location. 

There are some parking hubs with path decals to show approved parking locations. Other parking locations can be found in the user app.

Some of the main rules:

• Neuron riders must be 16 years old and above
• Only one rider allowed per e-bike and e-scooter; no tandem riding with children
• Wearing a helmet is mandatory; there is one on every bike and scooter
• Do not ride under the influence of alcohol or any other substance
• E-scooters can be ridden on footpaths and shared paths at a speed of 12km/h, unless signed otherwise
• E-scooters can also be ridden in bicycle lanes on roads with a speed limit of 50km/h or less, on-road bicycle lanes that are physically separated
• E-scooters can be ridden on low-speed roads with a speed limit less than 50km/h and no dividing line
• E-scooters cannot be ridden in bike lanes on roads over 50km/h
• E-bikes can be ridden on bicycle lanes, roads, footpaths and shared paths except where bicycles are prohibited
• Maintain a safe distance between riders and pedestrians
• Always give way to pedestrians and mobility devices
• Park responsibly in designated parking areas and ensure vehicles are parked upright.

Any offences or breaches of these road rules may result in penalties. Find all the information about Queensland road rules relevant to electric scooters on the Qld Government StreetSmarts webpage.

Riders will be able to book and use the e-scooters through Neuron’s user-friendly app. The App is available from the App Store or Google Play and set up in a matter of minutes. 

Riders can choose to pay-as-you-go, or purchase a Neuron pass allowing users to ride as many times as they want for up to 90 minutes per day, with no additional unlocking fees. For the most up-to-date pricing and promotions, please check the Neuron app.

• add your details in the app
• add a payment method
• scan the QR code on the e-bike or e-scooter
• helmet on
• safety checks
• end trip
• park safely
• return the helmet and take an image. 

Neuron have a full suite of measures to promote safe and responsible riding, including:

Advanced geofencing technology: All bikes and scooters are GPS-connected and managed by geofencing technology to control where they can be ridden and parked and how fast they can travel in certain areas. For example, on the Sunshine Coast the e-scooter speed is limited to 12km/h on footpaths and shared paths and 25km/h in designated bicycle lanes on roads with a speed limit of 50km/h.

World-first helmet lock: Bikes and scooters feature the world’s first app-controlled Helmet Lock which secures a safety helmet to every bike and scooter, electronically releasing it to use at the start of the booking. Neuron also incentivises helmet wearing with a credit to those who take a ‘helmet selfie’ before starting their trip.

Voice guidance: Riders will benefit from Voice Guidance to educate them how to travel and park safely. Neuron also provide riders with the very best safety education through in-app messaging, in person ScootSafe events and the company’s new safety platform ScootSafe Academy, aimed at educating riders with bespoke incentivised training modules so they know how to use Neuron vehicles in a safe and responsible way.

Topple detection, 000 Emergency Button, and “Follow my Ride”: Devices have topple detection feature which alerts Neuron’s operations team if one has been left on its side so it can quickly be repositioned safely. A 000 Emergency Button feature can detect if a rider has had a fall and help call emergency services. The “Follow My Ride” feature allows riders to share their trip online with friends and family in real-time for added safety and peace of mind.

Rider education: Neuron drives the industry forward when it comes to safety. The company recently launched ScootSafe Academy, an industry-first interactive, online riding school developed in consultation with the Australian Road Safety Foundation. It gamifies rider education with city-specific materials on the importance of safety, and also delivers targeted training modules to riders who have broken the rules.

Insurance: Neuron offers extensive insurance cover for riders, including personal accident insurance and third party insurance; the company also holds significant public liability insurance. 

Bike and scooter issues can be reported directly to Neuron. Messages are monitored 24 hours a day, and the operators will act quickly on your feedback.

All bikes and scooters have unique identifying numbers, they are GPS connected and every trip is logged which helps to identify anyone behaving irresponsibly. 

Members of the public can report any issues, including poorly parked e-bikes and e-scooters by contacting Neuron’s Customer Support team, via their app, online form or by phone.  

Neuron's 24/7 Customer and Community Support team can be contacted by:

• Tapping 'Help' on the Neuron app
• Online: Submit a request
• Phone: 07 4243 4418
• Website: www.rideneuron.com

The operators are also required to report all community concerns and messages to Sunshine Coast Council monthly.

Breaches of Qld road rules by any e-bike or e-scooter user is a matter for the Queensland Police. Please contact them via Policelink.