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Discussion Starter · #1 · (Edited)
U.S. Updated Cancellation and Acceptance Rate Policies
Uber 4/21/2016 page 1 of 4
https://www.uber.com/legal/other/driver-deactivation-us-english/

Legal

Driver Deactivation Policy - US ONLY
Our goal at Uber is transportation as reliable as running water everywhere, for everyone. We do that today by connecting passengers who need a ride with drivers wanting to provide one. It's about getting a ride and work at the push of a button. This is only possible when riders trust drivers, and vice versa. That's why Uber has a Code of Conduct that sets out the behavior expected from both sides. Riders or drivers who break this Code may be barred from using Uber, either temporarily or permanently, depending on the seriousness of the breach.

When a driver is deactivated, even if only temporarily, it limits their ability to earn income. So it's important to have a clear, published policy that explains: the circumstances in which drivers are denied access to Uber; how (if at all) they can use the app again; and if drivers can appeal these decisions. There will always be unforeseen events that may ultimately lead to deactivation - and we'll update this policy regularly - but the following are sufficient cause for deactivation: quality; fraud; safety and discrimination.

Quality
Riders who use Uber expect their drivers to drive safely, as well as be courteous and professional. The higher the quality of the service, the more riders want to take trips, which in turn means more opportunities for drivers to earn money. Poor service has the opposite effect over time.

There are several ways we measure driver quality, with the most important being Star Ratings and Cancellation Rate:

Star Ratings
After every trip, drivers and riders rate each other on a five-star scale and give feedback on how the trip went. This two-way system holds everyone accountable for their own behavior. Accountability helps create a respectful, safe environment for riders and drivers. Drivers can see their current rating in the Ratings tab of the Uber Partner app.

How is my rating as a driver calculated? Your rating is based on an average of the number of post-trip stars riders gave you (from 1 to 5 stars), up to your last 500 rated trips or the total number of trips you've taken, if less than 500.

The easiest way to keep your average rating high is to provide good service on every trip. Drivers on the Uber platform provide excellent service, so most trips run smoothly. But we know that sometimes a trip doesn't go well-that's why we only look at your average rating over your most recent 500 trips (or your total trip count, if under 500). This gives you the chance to improve over time.

What leads to deactivation? There is a minimum average rating in each city. This is because there are cultural differences in the way people in different cities rate each other. We will alert you over time if your rating is approaching this limit, and you'll also get information about quality improvement courses that may help you improve.

If your average rating still falls below the minimum after multiple notifications, you will be deactivated. You may be reactivated on the platform after you provide proof of the steps you've taken to improve, for example by taking one of these quality improvement courses.

Cancellation Rate
A driver cancellation is when a driver accepts a trip request and then cancels the trip. Cancellations create a poor rider experience and negatively affect other drivers. We understand that there may be times when something comes up that causes a driver to cancel an accepted trip, but minimizing cancellations is critical for the reliability of the system.

How is my cancellation rate calculated? Your cancellation rate is based on the number of trips cancelled out of the total number of trips you accept. (For example, if you've accepted 100 trips and 4 of them are cancelled, your cancellation rate would be 4%.)

High-quality drivers typically have a low cancellation rate less than 5%.

What leads to deactivation? Each city has a maximum cancellation rate, based on the average cancellation rate of drivers in that area. We will alert you multiple times if your cancellation rate is much higher than other drivers in your city, after which you may not be able to go online for a short period of time. If your cancellation rate continues to exceed the maximum limit, you may be deactivated.

On Acceptance Rates:
High acceptance rates are a critical part of reliable, high-quality service, but not accepting trip requests does not lead to permanent deactivation.

Consistently accepting trip requests helps maximize earnings for drivers and keeps the system running smoothly. We know that sometimes things come up that prevent you from accepting every trip request, but not accepting dispatches causes delays and degrades the reliability of the system.

If you are consistently not accepting trip requests, we will notify you that your ability to remain online may be at risk. If your acceptance rate does not improve, you may temporarily be logged out of the app for a limited period of time.
 

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Discussion Starter · #2 · (Edited)
U.S. Updated Cancellation and Acceptance Rate Policies
Uber 4/21/2016
page 2 of 4
https://www.uber.com/legal/other/driver-deactivation-us-english/

Fraud
Fraudulent activity undermines the trust on which Uber is built. That's why we are constantly on the lookout for fraud by drivers (and riders) who are gaming our systems.

What leads to deactivation? We will deactivate any account or accounts (including permanently) associated with fraudulent activity, which may include: Deliberately increasing the time or distance of a trip; Accepting trips without the intention to complete, including provoking riders to cancel; Creating dummy rider or driver accounts for fraudulent purposes; Claiming fraudulent fees or charges, like false cleaning fees; and Intentionally accepting or completing fraudulent or falsified trips.

Safety
Uber uses technology to keep riders and drivers safe, for instance by GPS-tracking every ride and allowing riders to share their journeys in real time with families or friends. This is all backed up by a robust system of pre-screenings of drivers. We also have a dedicated incident response team on call 24/7 to investigate safety incidents.

Actions that threaten the safety of riders and drivers may be investigated and, if confirmed, will lead to permanent deactivation. As a precaution, after receiving a complaint we may temporarily suspend a driver until the issue is resolved.

Issues that can lead a driver to be deactivated include:

Uber's Code of Conduct
All users of the Uber platform-both riders and drivers-agree to abide by our Code of Conduct while using the app. This Code creates a shared standard of respect, accountability and common courtesy for everyone in the vehicle.

What leads to deactivation? Uber may deactivate any driver who violates the Code of Conduct, with, for example: Violent or inappropriate behavior; Abusive language; or Having illegal substances in the vehicle.

Zero Tolerance for Drugs & Alcohol
Uber does not tolerate the use of drugs or alcohol by drivers while using the platform.

What leads to deactivation? Any driver found to be under the influence of drugs or alcohol while using the Uber platform will be permanently deactivated. Uber may also deactivate a driver who receives several unconfirmed complaints of drug or alcohol use.
 

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Discussion Starter · #3 ·
U.S. Updated Cancellation and Acceptance Rate Policies
Uber 4/21/2016
page 3 of 4
https://www.uber.com/legal/other/driver-deactivation-us-english/

Compliance with the Law
We expect drivers using the Uber app to act in compliance with all relevant state, federal and local laws and the rules of the road at all times. This includes meeting the regulatory requirements for rideshare or for-hire drivers in your area.

What leads to deactivation? Uber may permanently deactivate a driver for activities such as: Engaging in serious illegal activity while using the Uber app; Not maintaining valid vehicle registration or driver's license; and Receiving serious traffic citations, or several traffic citations that indicate unsafe driving, while using the Uber app.

Safe Driving
Riders expect drivers using the Uber app to drive safely at all times.

What leads to deactivation? Uber will deactivate a driver who receives several or serious complaints of poor, unsafe or distracted driving while using the Uber app.

Firearms Ban
Our goal is to ensure that everyone has a safe and reliable ride. That's why Uber prohibits riders and drivers from carrying firearms of any kind in a vehicle while using our app.

Anyone who violates this policy may lose access to Uber.

Accurate Personal Information
The Uber app is designed to give riders identifying information about drivers and their vehicles, like their name, profile picture, vehicle model and license plate number, before the trip begins. Inaccurate or outdated information creates confusion among riders and can diminish their experience with Uber.

What leads to deactivation? We will deactivate a driver for activities such as: Providing Uber with inaccurate information; Allowing someone else to use his or her account; and Taking a trip using an unapproved vehicle.

In addition, we will take action to prevent any driver whose required documentation becomes invalid-like a driver's license that expires-from going online until the driver provides Uber with updated information.

Background Checks
All drivers wanting to use the Uber app are required to undergo a screening process, like motor vehicle record and background checks, to ensure safety and compliance with our criteria.

What leads to deactivation? We will permanently deactivate a driver if a routine motor vehicle record or background check uncovers a violation of Uber's safety standards or of other criteria required by local regulators. See Here for more details.

Unacceptable Activities
To maintain the transparency and safety of the Uber platform for all users, activities conducted outside of the monitored system of the Uber app-like anonymous pickups-are prohibited.

What leads to deactivation? We will take action against a driver for activities such as: Accepting illegal street hails while using the Uber app; Harming the business or brand, like unauthorized use of Uber's trademark or intellectual property, or otherwise violating the drivers' agreement with Uber; and Soliciting payment of fares outside the Uber system
 

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Discussion Starter · #4 ·
U.S. Updated Cancellation and Acceptance Rate Policies
Uber 4/21/2016
page 4 of 4
https://www.uber.com/legal/other/driver-deactivation-us-english/

Discrimination
Uber's mission is to connect riders to transportation as reliable as running water, everywhere for everyone. We do not tolerate discrimination on our platform.

What leads to deactivation? It is unacceptable to refuse to provide services based on characteristics like a person's race, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under relevant federal or state law. Actions like these will result in permanent deactivation.

We want to help increase the transportation options for riders with disabilities. That's why we have information available for drivers on this topic. We expect drivers using the Uber app to comply with all relevant state, federal and local laws governing the transportation of riders with disabilities, including transporting service animals.

Getting Back on the Road After Deactivation
If you have been deactivated for quality reasons like low star ratings, you may have the opportunity to get back on the road if you provide proof that you've taken steps to improve. This could include successfully taking a quality improvement course, available in most U.S. cities today. Check with your local Uber team or help.uber.com to find out more. We are also exploring the option of an equivalent online course, so that this is available to drivers everywhere in the United States at a low cost. In addition, we are exploring ways to create an appeals process for the most contentious cases. We will update this document as and when we have that process in place.

Last updated: April 21, 2016

[1] This policy does not apply to drivers using the Uber app for UberRUSH and UberEATS.
 

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Complete turn-around on acceptance and very slave driver-ish. Now you need to let unwanted pings time out, but you may be penalized for doing so. "We still won't let you set parameters of what pings you want to receive so we can punish you for turning down pings 15 minutes away. We also will keep hiding destinations so you have no ability to judge whether pings are worthwhile so we can evade your right to choose jobs." We need representation. They just can't help themselves.
How do we cancel trips WITHOUT penalty? We need the right to cancel for 1) Too many pax 2) Contraband (alcohol, lit cigarettes, weapons). 3) Food....(I'm sick of letting drunks eat in my car. That shit needs to be covered and go in the trunk or they get cancelled. ) 4) Dangerous or rude behavior 5) Pax unfit for transport (i.e. covered in mud or other mess, ass hanging out of clothes, too drunk/drugged up to walk and anything else that I'm missing.
 

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Discussion Starter · #6 ·
Complete turn-around on acceptance and very slave driver-ish. Now you need to let unwanted pings time out, but you may be penalized for doing so. "We still won't let you set parameters of what pings you want to receive so we can punish you for turning down pings 15 minutes away. We also will keep hiding destinations so you have no ability to judge whether pings are worthwhile so we can evade your right to choose jobs." We need representation. They just can't help themselves.
How do we cancel trips WITHOUT penalty? We need the right to cancel for 1) Too many pax 2) Contraband (alcohol, lit cigarettes, weapons). 3) Food....(I'm sick of letting drunks eat in my car. That shit needs to be covered and go in the trunk or they get cancelled. ) 4) Dangerous or rude behavior 5) Pax unfit for transport (i.e. covered in mud or other mess, ass hanging out of clothes, too drunk/drugged up to walk and anything else that I'm missing.
I wouldn't hesitate to cancel for any of the reasons you listed. Some of them if not all of them are already listed in the reason options. The policy is not a no cancel policy, it is a policy to prevent abuse. Uber has always allowed a cancellation rate of 5 to 10%.
 

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I wouldn't hesitate to cancel for any of the reasons you listed. Some of them if not all of them are already listed in the reason options. The policy is not a no cancel policy, it is a policy to prevent abuse. Uber has always allowed a cancellation rate of 5 to 10%.
Even if I ONLY cancel for no shows, too many pax, wrong address, (ie things that are not on me) I will still be over 10% if I work late nights. Take out rude/abusive/sitting on the curb or can't walk straight drunks and add another 5%.

Travis says less than 5%. That is completely unrealistic at night.
 

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Discussion Starter · #8 · (Edited)
Even if I ONLY cancel for no shows, too many pax, wrong address, (ie things that are not on me) I will still be over 10% if I work late nights. Take out rude/abusive/sitting on the curb or can't walk straight drunks and add another 5%.

Travis says less than 5%. That is completely unrealistic at night.
Let me know when ANY driver is deactivated because of legitimate cancels for no-shows, wrong addresses, too many pax, etc.
That's not the purpose of the policy - it's not Uber's desire to fire 'good' drivers who follow policy and procedure. I'll believe what you're worried about is an issue when I see it actually happen. (Don't forget, there is/will-be an appeals process in place where a driver can make their case to a panel of other drivers)

BTW, I know it's only my experience, but even at night - and LATE night (ie: 1AM+) I cancel fewer than 5% of my accepted ride requests. And I am very, very confident that when Uber pays me a $5 cancellation fee ($4 in 'earnings') - that cancellation is not counted as a ding against me towards deactivation. That would be interesting to defend in court: 'Yes, we rewarded this driver with a payment for his action - as prescribed in our agreement and policy - and then fired him for it'.

What can I say... I'm not impressed with all of the backseat-driver hand-wringing I'm reading here in response to the settlement agreement.
 

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If you are consistently not accepting trip requests, we will notify you that your ability to remain online may be at risk. If your acceptance rate does not improve, you may temporarily be logged out of the app for a limited period of time.
Deactivation isn't mentioned concerning acceptance rate, only cancellation rate? Do I read this correctly that the only "punishment" for not accepting ride pings is the current temporary lock out?
 

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Discussion Starter · #10 · (Edited)
Deactivation isn't mentioned concerning acceptance rate, only cancellation rate? Do I read this correctly that the only "punishment" for not accepting ride pings is the current temporary lock out?
That's correct. Uber is [finally] acknowledging that, per the terms of the Driver Agreement, drivers have the right to accept or refuse any ride request received. They will no longer deactivate a driver based solely on the driver's acceptance rate.
 
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