Uber is expanding its account deactivation decision process, a win for drivers and couriers of the gig app who routinely say they were unfairly taken off the app and given no way to dispute claims.
The company will tell drivers and couriers in the app why their account was deactivated, allow them to request an additional review of the decision, and will be able to share things like audio or video recordings to dispute any unfair claims.
Drivers and couriers have long complained that gig companies will routinely side with customers when issues arise, despite there being false accusations. One example is that sometimes customers will make false claims in order to get money back on their rides. Uber is rolling out a new system that tracks when riders report false issues with drivers in order to repeatedly get refunds. Those reviews should no longer impact driver ratings or account deactivation decisions, the company said. “While we may take action to remove these customers from the platform, we know there are still underlying concerns about these reports,” Uber said in a press release.
Uber will also start paying for drug testing for drivers who are accused of driving under the influences of drugs and want to dispute that accusation. Uber will cover the cost of the test, no matter the outcome, as part of a nationwide partnership with LabCorp.
“We want every driver and courier to know that we are listening to their needs and taking action,” Uber CEO Dara Khosrowshahi said in a statement. “We are improving the driver experience to help keep them safer on the road and give them a louder voice in deactivation decisions.”
Some Uber drivers have expressed safety concerns since they aren’t sure who they’re picking up and dropping off. Drivers themselves have to go through several safety checks, but riders can use anonymous payment methods and give fake names. The company said that it will “significantly expand” rider identify verification starting next year to confirm account information against either an ID document or “trusted data sources.” “Over time, we will show drivers that they’re picking up a verified rider right on the offer card, so they can have more peace of mind before accepting a trip request,” the company said.
Uber is also expanding its in-app iOS recording feature that allows drivers to record videos of their trips with their phone’s front-facing camera. The content is encrypted and stored directly on the drivers’ devices. It can only be accessed if a driver chooses to send the content to Uber for review. “We believe both of these recording features will help promote safety and allow us to more quickly and fairly resolve any incidents that may arise,” Uber said.
Login to add comment
Other posts in this group
As the arms race in the artificial intelligence world ramps up, Big Tech companies are rushing to become your default AI source. Meta, last week, launched the Meta AI app to challenge ChatGPT and
Residents living near SpaceX headquarters in Boca Chica, Texas, will soon have a new public body through which to raise concerns about everything from road maintenance to garbage collection. Earli
Ever wondered what happens when you add random household items to the same bowl every day for 100 days straight?
Well, you’re in luck. One TikTok account has made it their mission to fin
TikTok has spent nearly $1 billion cracking down on intellectual property violations in its marketplace. So why is TikTok Shop still flooded with knockoffs?
From July to December 2024, t
The family of a man killed in a 2021 road rage incident in Arizona used artificial intelligence to portray the victim delivering his own impact statement during his killer’s sentencing hearing, ac
The U.S. Justice Department is doubling down on its attempt to break up Google by asking a federal judg
