WASHINGTON — On Tuesday, Uber announced a slew of new features and policies geared toward keeping drivers safe. The platform will be changing the process the company uses to vet drivers. In addition to vetting drivers, the company will expand the verification process for riders.
“We want every driver and courier to know that we are listening to their needs and taking action,” said Dara Khosrowshahi, CEO of Uber. “We are improving the driver experience to help keep them safer on the road and give them a louder voice in deactivation decisions. From trip recording to more transparent deactivations, and expanded rider verification–we’re with them every mile of the way."
Beginning in 2024, Uber will expand the verification of riders' identities to confirm user account details. The rideshare company aims to show drivers that they’re picking up verified riders on the offer card, prior to accepting a trip request. This is also Uber’s attempt at preventing fraud.
Uber is taking steps to ensure the process of deactivating accounts is fair, accurate, and transparent.
The first step is to provide a pathway to review the account deactivation decision. The review center will tell drivers and couriers why their account has been deactivated. They can also request additional information and add a video or audio recording to the open decision.
The second step includes protecting drivers from false allegations and unfair ratings. Uber is aware that some people report false issues with drivers as a way to get a refund. Moving forward, the new system will be able to detect this kind of pattern so it will no longer impact driver ratings or account deactivation.
Lastly, Uber will add a program that will help drivers fight allegations of driving under the influence of drugs. If a driver is accused of driving while under the influence of drugs, they can voluntarily take a drug test to disprove those allegations. These tests are completely free no matter the outcome. However, it is important to note that those who fail the test will have their accounts permanently deactivated.
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