Uber is introducing new features to address the challenges associated with unfair deactivations frequently encountered by ride-hail and delivery drivers.
Commencing this Monday across the United States, Uber will implement technology designed to identify riders or Uber Eats customers consistently providing negative ratings or feedback with the intention of obtaining a refund. The company specified in a blog post that allegations from these customers will no longer be factored into drivers’ ratings or deactivation decisions.
In addition to this, the ride-hail giant is expanding its in-app review center to offer drivers and couriers more comprehensive information about the reasons behind their account deactivation. This expansion allows them to request a review of the decision and share additional materials, such as audio or video recordings.
Uber had previously introduced an audio recording feature for drivers and riders nationwide last year, and it has been piloting video recording. The pilot for video recording will now be extended to iOS drivers in twelve U.S. cities, including Atlanta, Denver, Dallas, Minneapolis, and select drivers in Los Angeles.
To further address issues, Uber will initiate a pilot program for voluntary drug tests. This program aims to allow drivers accused of driving under the influence of drugs or having a vehicle that smells like marijuana (in states where it’s legal) to dispute such complaints.
Unfair deactivations have been a long-standing concern for drivers in the gig economy, leading to protests and class action lawsuits against Uber. Many drivers claim that false complaints, motivated by malice or bias, are submitted by riders, and they lack the transparency to contest these claims.
According to a report from the Asian Law Caucus in February, 30% of deactivated drivers received no explanation for their deactivation, while 42% were deactivated due to customer complaints, and 10% were deactivated due to low customer ratings. The report also highlighted concerns of discrimination, with drivers of color and those with limited English proficiency facing a higher likelihood of temporary or permanent deactivation.
Because Uber drivers are not classified as employees, deactivation leaves them ineligible for unemployment benefits, leading to financial instability. The new features introduced by Uber aim to provide more transparency to drivers and address the challenges associated with unfair deactivations.
