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Uber’s updated community guidelines specify how it can kick off riders and drivers

Uber will notify some of its users who have been consistently rated poor by drivers over an unspecified but prolonged period of time, reports the Economic Times. According to the report, Prabhjeet Singh, Uber’s India and South Asia Head of Cities, told ET that failing to improve their behaviour would cost them access to the Uber app permanently.

Moreover, in a blog post, Uber said that it had updated its Community Guidelines, where it specifies what can lead a rider to lose access to Uber:

  • Damaging driver or other passengers’ property, like the car, phone, vandalising, intentionally spilling food or drinks, smoking or vomiting due to excess alcohol consumption
  • Physical contact with the driver or fellow riders: no touching, flirting or sex between riders and riders, and riders and drivers, no hitting anyone
  • Use of inappropriate and abusive language or gestures: asking “overly” personal questions, verbal threats, and making comments or gestures that are aggressive, sexual, discriminatory, or disrespectful
  • Unwanted contact with the driver or fellow passenger after the trip is over: Texting, calling, or visiting in person after a ride has been completed.
  • Breaking the local law while using Uber: bringing open containers of and consuming alcohol or drugs into the car; travelling in large groups that exceed the number of seat belts in the car; asking drivers to break local traffic laws such as speed limits; or using Uber to commit a crime, including drug and human trafficking or the sexual exploitation of children.
  • Rider behaviour: “Riders may lose access to Uber if they don’t meet the Star Ratings requirements set out in these Community Guidelines.”

If this behaviour is reported to Uber, the company will contact the rider to investigate these claims.

“Depending on the nature of the concern, we may put a hold on your account during our investigation. If the issues raised are serious or a repeat offence, or you refuse to cooperate, you may lose access to Uber. Any behaviour involving violence, sexual misconduct, harassment, discrimination, or illegal activity while using Uber can result in the immediate loss of access to your account. Additionally, when law enforcement is involved, we will cooperate with their investigation in accordance with our Law Enforcement Guidelines.”

In its terms of use, Uber outlines that:

  • Riders need to abide by its terms and conditions, as well as keep their information updated (including payments and minimum age requirement) failing which one of the penalties may include Uber permanently closing their account.
  • It has a zero-discrimination policy
  • If the rider engages in fraud or illegitimate behavior: like abusing promotions, collusion between rider and driver, disputing fares, or duplicate accounts
  • No firearms in the Uber at any time

Why drivers can be banned from the platform

Much of the riders’ and drivers’ policies overlap, but here are some that are different for the drivers:

  • Quality of service including Star Ratings (based on an average of the number of post trip stars, upto the last 500 rated trips or the total number of trips taken if less than 500; AND there’s a minimum average rating in each city), Cancellation Rate (number of trips canceled out of the total accepted), and Acceptance Rate
  • Safety: physical contact with riders, inappropriate and abusive language and gestures, unwanted contact with riders after trip is over, breaking the local law while using Uber, safe driving
  • No drugs and/or alcohol
  • Compliance with law
  • No firearms

It also says that background checks are compulsory for drivers.

For drivers, these are unacceptable activities:

  • Accepting illegal street hails while using Uber
  • Harming the business or brand – unauthorised use of trademark or IP, violating drivers’ agreement, soliciting payment of fares outside Uber
  • Fraudulent activities – deliberately increasing the time or distance of a trip; accepting trips without the intention to complete, 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.
  • Not updated personal info of driver and car
  • Discrimination of any kind

Read more about drivers’ ghost trips and Uber’s driver tricks here:

Our Uber coverage.

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Written By

I'm a MediaNama alumna from 2015-16 (remember TinyOwl?) now back to cover e-services like food and grocery delivery, app based transport and policies, platforms and media in India.

MediaNama’s mission is to help build a digital ecosystem which is open, fair, global and competitive.

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