ISO/TR 42504:2025
(Main)Sharing economy — Illustrative examples of provider verification on digital platforms
Sharing economy — Illustrative examples of provider verification on digital platforms
This document describes various illustrative examples of provider verification on digital platforms in a sharing economy and can be used when implementing REF [1] \r \h ISO/TS 42502:2022. This document is applicable to platform operators and other stakeholders.
Économie du partage — Exemples concrets de vérifications de fournisseurs sur les plateformes numériques
General Information
Standards Content (Sample)
Technical
Report
ISO/TR 42504
First edition
Sharing economy — Illustrative
2025-12
examples of provider verification on
digital platforms
Économie du partage — Exemples concrets de vérifications de
fournisseurs sur les plateformes numériques
Reference number
© ISO 2025
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ii
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Overview . 1
5 Details of examples . 3
5.1 General .3
5.2 Example A — e-Hailing and delivery services .3
5.2.1 Provider onboarding by the platform operator .3
5.2.2 Maintaining verification .4
5.2.3 Deactivation of providers from the platform .4
5.2.4 Continual improvements .5
5.3 Example B — Delivery, moving, event staffing, retail and hospitality.5
5.3.1 Provider onboarding by the platform operator .5
5.3.2 Maintaining verification .5
5.3.3 Deactivation of providers from the platform .6
5.3.4 Continual improvements .6
5.4 Example C — Grocery delivery services .6
5.4.1 Provider onboarding by the platform operator .6
5.4.2 Maintaining verification .6
5.4.3 Deactivation of providers from the platform .7
5.4.4 Continual improvements .7
5.5 Example D — Sharing spaces .8
5.5.1 Provider onboarding by the platform operator .8
5.5.2 Maintaining verification .8
5.5.3 Deactivation of providers from the platform .8
5.6 Example E — Flexible employment services .8
5.6.1 Provider onboarding by the platform operator .8
5.6.2 Maintaining verification .9
5.7 Example F — Housekeeping services .10
5.8 Example G — Ride-sharing . .10
5.8.1 Provider onboarding by the platform operator .10
5.8.2 Maintaining verification .10
5.8.3 Deactivation of providers from the platform .10
5.8.4 Continual improvements .11
5.9 Example H — Homesharing or sharing accommodation .11
5.10 Example I — Sharing agricultural machinery.11
5.10.1 Provider onboarding by the platform operator .11
5.10.2 Maintaining verification .11
5.11 Example J — Sharing food experiences .11
5.11.1 Provider onboarding by the platform operator .11
5.11.2 Maintaining verification . 12
5.11.3 Deactivation of providers from the platform . 12
6 Summary of examples .12
Bibliography .13
iii
Foreword
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iv
Introduction
[1]
This document was developed based on ISO/TS 42502:2022 .
The document:
[1]
— supports all stakeholders to understand how to apply ISO/TS 42502:2022 through illustrative
examples of highly acclaimed organizations;
— helps platform operators who wish to analyse and improve provider verification;
— indicates potential standardization areas, including revisions resulting from gap analysis between
practices covered and not covered by the existing documents;
[1]
— provides support to revise or improve ISO/TS 42502:2022 .
v
Technical Report ISO/TR 42504:2025(en)
Sharing economy — Illustrative examples of provider
verification on digital platforms
1 Scope
This document describes various illustrative examples of provider verification on digital platforms in a
[1]
sharing economy and can be used when implementing ISO/TS 42502:2022 .
This document is applicable to platform operators and other stakeholders.
2 Normative references
The following documents are referred to in the text in such a way that some or all of their content constitutes
requirements of this document. For dated references, only the edition cited applies. For undated references,
the latest edition of the referenced document (including any amendments) applies.
ISO 42500:2021, Sharing economy — General principles
ISO/TS 42502:2022, Sharing economy — Guidance for provider verification on digital platforms
3 Terms and definitions
For the purposes of this document, the terms and definitions given in ISO 42500:2021 and
ISO/TS 42502:2022 apply.
ISO and IEC maintain terminology databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at https:// www .iso .org/ obp
— IEC Electropedia: available at https:// www .electropedia .org/
4 Overview
The illustrative examples are presented to demonstrate different fields and types of provider verification,
including onboarding, maintaining and deactivation, and therefore constitute an entire chain of provider
verification in the sharing economy.
Ten examples are presented in this document, as described in Table 1 .
Table 1 — Overview of organizations and services
Platform Business Business Overview
no. activities model
A e-Hailing and B2B and B2C A multinational technology company that provides users with trans-
delivery services portation, food delivery and digital payment services via a mobile
app in South East Asia (SEA) countries. Regarding their provider
verification, Platform A imposed quite stringent verification for its
providers. Their providers need to pass mandatory background
verification, training modules and vehicle inspection. This includes
abiding by verification procedures imposed by the Ministry of Trans-
port’s regulations, such as possessing an identification certificate, an
active licence, passing a medical check, and a clean criminal history of
traffic offences and never being blacklisted by Platform A.
B Delivery, moving, B2B, B2C A community platform for flexible workforce solutions in Malaysia.
event staffing, re- and P2P It connects individuals who need help with tasks to those seeking
tail and hospitality employment. The app allows users to post jobs, find workers and get
paid for completed tasks. It offers a variety of jobs, including delivery,
errands, moving, event staffing, retail and hospitality.
C Grocery delivery B2B2C An on-demand grocery delivery platform. Consumers can order goods
services from a selection of local stores and have them delivered by a personal
shopper within an hour.
It operates in the Republic of Ireland and the United Kingdom. Large
grocery chains have their products on the app and individuals order
groceries via the app. A personal shopper gets the groceries and de-
livers them to the individual who placed the order. Turnaround time
for delivery is between 1 to 3 hours.
D Sharing spaces B2B, B2C, A sharing economy platform for event planners or individuals to rent
B2B2C unique spaces for unique events. It works with third-party service
providers to offer event services (caterers, audio-visual/sound tech-
nicians, etc.).
E Flexible employ- B2B A human resources services company based on a self-developed
ment services software as a service (SaaS) platform. It has served over 12 000
platforms and over 77 million workers in new forms of employment
from different countries and regions, such as cleaners and content
creators.
F Housekeeping C2C A cloud-based housekeeping service platform serves both household
services and corporate clientele and is committed to maintaining its primary
mission of delivering excellent service through efficient use of infor-
mation technology and a deep understanding of human nature.
G Ride-sharing C2C and B2C A leading mobility technology platform. It offers a wide range of app-
based services across Asia Pacific, Latin America, and other global
markets, including ride hailing, taxi hailing, designated driving,
hitch and other forms of shared mobility, as well as certain energy
and vehicle services, food delivery, and intra-city freight services.
H Homesharing or C2C A community built on connection and belonging, founded in 2007
sharing accommo- when two hosts welcomed three guests to their San Francisco home.
dation Since then, it has grown to over 5 million hosts who have welcomed
more than 1,5 billion guest arrivals across the globe. Every day, hosts
provide unique stays and experiences, enabling guests to connect
with communities in a more genuine and meaningful way.
I Sharing agricultur- C2C An agricultural technology company that leverages internet of things
al machinery (IoT) technology to connect tractor owners and smallholder farmers
through an application for sharing farm equipment.
J Sharing food expe- C2C A global community for shared food experiences, bringing people
riences together around dining tables and food activities wherever they go. It
encourages people to engage in meaningful moments, such as self-re-
flection, immersion in nature, cultural discovery, and celebrations
with family and friends.
5 Details of examples
5.1 General
Clause 5 explores examples of provider verification on digital platforms of the sharing economy, with a focus
on case studies related to provider onboarding by platform operators, maintaining verification, deactivation
of providers and continual improvement.
5.2 Example A — e-Hailing and delivery services
5.2.1 Provider onboarding by the platform operator
The platform operator provides a dedicated onboarding portal or mobile application for new providers.
To create an account, providers for Platform A Car or Platform A Food Services are required to provide
various documents and fulfil specific requirements. For Platform A Car in Malaysia, the provider’s (driver's)
requirements include being a Malaysian citizen, aged between 21 and 69 years old, owning a four-door
car manufactured in 2009 or later, and holding a fully competent driving licence D/DA (a P licence is not
accepted).
The required documents include a profile picture, identification (ID) card, car insurance cover note, and a
Road Transport Department Malaysia (JPJ) Grant. Only cars manufactured in 2009 or later with four doors
are allowed, and company-registered vehicles and four-wheel drive (4WD) models are not accepted under
government regulation. The registration is limited to specific cities. Additionally, drivers are required to
possess a smartphone with a current operating system.
To join Platform A Food in Malaysia, providers (riders) are required to meet several criteria. They must be
Malaysian citizens aged between 18 and 69 years old, either own or have access to a motorcycle (including
third-party ownership) and undergo a medical checkup if they are over 50 years old. Additionally, they
must hold a driving license of type B/B2/P (an L licence is not accepted), own a smartphone, have no prior
experience working for Platform A Express, Car or Taxi, possess a clean background with no police or court
cases, and have not been previously banned or suspended by Platform A. Furthermore, they must reside in
West Malaysia. The required documents include a profile photo for the Platform A Driver app display, an ID
card, a driving licence (limited to B2/B/P) and the latest motorcycle road tax.
The management team of Platform A examines all the documents and verifies whether the provider
meets the requirements. This includes authenticating each document and confirming eligibility criteria,
such as valid licence class, medical certificates, vehicle age limits and any required permits. Background
checks are conducted, such as checking licence validity, demerit points, criminal records or compliance
with e-hailing regulations. If any documents are missing, incomplete or invalid, the Platform A requests
additional information or clarification from the provider and advises them on the next steps to complete the
application.
When the provider has met all requirements set by the platform and submitted all required documents, the
platform management team prompts the provider via their portal to complete the registration and collect
the necessary equipment before beginning their journey as Platform A drivers or riders. In the event that the
provider does not meet the requirements set by the platform, Platform A has the right to reject the application
of the provider onto the platform, and notifies them via email. The notification clearly explains the reason(s)
for rejection, such as incomplete or inaccurate information, failure to meet age or vehicle standards, failing
background checks or having a criminal record, or having a problematic driving record. Platform A can also
advise the provider on what information is missing or what corrective actions are needed. A formal appeals
mechanism is available to any provider who is rejected. Providers can contact Platform A’s help centre or
customer support channels to submit an appeal or reapply.
Upon submission, the provider can log into the portal to track the status of their application. The management
team of Platform A communicates with the provider from time to time on the onboarding outcome or if
they need additional documents. Their communication channel is via the portal which the provider signs
up before submission of their application. The status of onboarding of the provider onto the platform is
updated by Platform A via their communication channel where they will receive an email to contact the
registration administrator. If the provider satisfies all requirements, Platform A approves the application.
The provider’s account is then activated and the provider is formally onboarded to the platform. Platform
A issues a confirmation notice via an instant messaging app or SMS to inform the provider of approval and
activation within 24 h.
Platform A communicates updates to its terms of service, policies and operational guidelines through
multiple channels, such as in-app notifications, emails and announcements within the provider portal.
Additionally, Platform A provides training materials, tutorials and technical support to help providers
comply with platform policies and enhance their productivity. Providers are expected to stay informed of
platform updates and complete any mandatory training assigned during onboarding or throughout their
service period.
5.2.2 Maintaining verification
Platform A conducts periodic reviews of its providers to ensure they meet its standards. These reviews,
typically conducted every six months but possibly more frequently if needed, consider several factors. These
factors include the provider's rating, which is based on customer feedback, as lower ratings result in further
review. The provider's cancellation rate is also taken into account, with a high rate potentially leading
to further review. Additionally, the provider's driving history, including accidents or traffic violations, is
considered. Non-compliance with company policies can also result in further review. If a provider fails a
periodic review, they face suspension or termination from the platform.
Ratings are calculated as a rolling average of the provider’s most recent feedback, typically over the latest
100 rides. This method ensures that newer ratings gradually replace older ones, allowing providers the
opportunity to improve their overall score over time. While users are encouraged to provide reasons or
comments for low ratings, this is not mandatory. However, feedback is valuable for identifying service
improvement areas. If a provider consistently receives low ratings, exhibits a high cancellation rate or
maintains a low order acceptance rate, the platform can take corrective action.
The platform performs regular data analysis to monitor these metrics. Insights are periodically shared
internally with relevant operational teams and, if necessary, communicated to the provider. While the
platform encourages fair reviews, there is an automated mechanism to remove suspicious, fake or malicious
ratings. The management team of Platform A contacts providers for further investigation and remedial
actions if anomalies are detected. There are four ways to pay for Platform A services in Malaysia. The most
common method is cash, where users pay the providers directly at the end of the service. Alternatively,
payment can be made using a credit or debit card by adding the card details to the Platform A account,
and the card will be charged automatically. Platform A Pay, Platform A's mobile wallet, can also be used by
creating an account and adding money to the e-wallet. Finally, Platform A Rewards members can use their
points to pay for services by linking their Platform A Rewards account to their Platform A account. Platform
A allows users to generate and share user-generated content (UGC) through various means. Users can leave
reviews of other users, drivers, and rides, providing helpful information for others. Ratings on a scale of 1 to
5 stars are also available for users, riders, and drivers. Additionally, users can upload photos and videos of
their experiences with Platform A, offering inspiration and insights to fellow users. UGC serves as a valuable
tool for enhancing the user experience and promoting the app.
5.2.3 Deactivation of providers from the platform
A provider's account is deactivated on Platform A for the following reasons:
— Breaching the terms of service, including driving under the influence, picking up passengers without
their consent or engaging in sexual harassment.
— Poor performance, including receiving a high number of negative reviews, or having a high cancellation
rate or having a low acceptance rate.
— Fraudulent activity, including overcharging customers or misrepresenting the condition of their vehicle.
— Inactivity, including not logging into the platform for a certain period of time or not completing a certain
number of trips.
When a provider's account is deactivated, they are notified by email and given the opportunity to appeal
the decision. They can appeal the decision by contacting Platform A's support. If the appeal is unsuccessful,
they will not be able to use the platform as a provider. The provider can reactivate their accou
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