Uber is introducing new features to tackle the issue of unfair deactivations faced by ride-hail and delivery drivers. The company will use technology to identify customers who consistently give bad ratings or feedback with the aim of receiving a refund, and their allegations will no longer impact drivers’ ratings or deactivation decisions.
Additionally, Uber is expanding its in-app review center, allowing drivers and couriers to understand why their accounts were deactivated, request a review, and provide additional information such as audio or video recordings. The company will also pilot voluntary drug tests to allow drivers to dispute accusations of driving under the influence or having a car that smells like marijuana.
Previously, drivers had protested against unfair deactivations and joined lawsuits against Uber, stating that false complaints, discrimination, and lack of transparency had led to their deactivation.