With over five million trips daily around the world, Uber driver-partners help millions of riders get from where they need to go every day, including those with disabilities.

In Australia, about 20% of our population have a disability. For people with disabilities, Uber may be their primary means of transportation, and by sharing rides you’re giving them the independence they may not have otherwise had.

READ MORE about Uber’s commitment to accessibility.

Below, you’ll find some pro-tips and resources for providing a 5-Star service  to riders with disabilities. We encourage you to review these materials and thank you for taking some time to understand this very important issue.


ACCESSIBILITY COMPLIANCE NOTIFICATION

All driver-partners are required to comply with all laws governing the transportation of riders with disabilities. A partner’s violation of the laws governing the accommodation of riders with disabilities, including with respect to the use of service animals, also constitutes a breach of the Services Agreement.

Any report of discrimination may result in temporary account deactivation while Uber reviews the incident. Confirmed violations of the law with respect to accommodation of riders with disabilities may result in permanent loss of access to the Uber platform.

READ: Uber Non-Discrimination Policy
READ: Uber Code of Conduct


RIDERS WITH SERVICE ANIMALS

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All driver-partners are legally required to accommodate service animals in compliance with accessibility laws.

Assistance dogs help a wide range of people with disabilities, and are not limited to assisting those who are visually impaired. Assistance dogs can help people with physical disabilities, autism, post-traumatic stress, diabetes, anxiety, dementia, hearing loss and other disabilities. You might not always be able to see the disability the person has.

You may not recognise a service animal just by looking at it. Service animals come in all shapes and sizes, and they are not required to have any kind of identifying collars or vests.

If you are unsure whether a rider’s animal is a service animal, simply ask them politely.  If they answer yes, you are legally required to provide transportation services to them. You can ask the rider for evidence that the animal is an assistance animal or the animal is trained to meet standards of hygiene and behaviour that are appropriate for an animal in a public place.

Anytime a rider reports possible discrimination including refusal to transport a rider with a service animal, we review the situation, which can result in a driver-partner losing access to the Uber platform.

The Australian Human Rights and Equal OpportunityCommission on Disability Rights addresses the rights of persons with a visual, hearing or other disability who have trained assistance dogs. This is a great resource and reminder to ensure we all work together to respect the fundamental rights of those in our community with a disability.

READ: ‘Your Guide to Providing Rides to Assistance Dogs’ by Assistance Dogs Australia.
READ: Assistance Animals and the Disability Discrimination Act 1992.


RIDERS WITH WHEELCHAIRS AND OTHER ASSISTIVE DEVICES

Whether you are an uberASSIST driver-partner or not, all driver-partners are required to comply with all applicable laws governing the transportation of riders with disabilities. A partner’s violation of the laws governing the accommodation of riders with disabilities, including with respect to the use of service animals, constitutes a breach of the parties’ Services Agreement.

Our partners frequently provide a service to riders using walkers, canes, folding wheelchairs or other small assistive devices.

  • Asking riders how you may assist them will often enable you to easily understand how best to help riders get to their destination safely and comfortably.
  • Most scooters and wheelchairs can be folded and put in the trunk of your vehicle. Ask your rider for the best approach for their particular device.
  • If your vehicle cannot accommodate a rider with an assistive device even after you have tried to accommodate the device in your vehicle to the maximum extent possible, encourage the rider to request an uberASSIST vehicle. Wait with the rider until their new Uber arrives.

uberASSIST
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uberASSIST is designed to provide additional assistance for members of the community with different accessibility needs.

With uberASSIST, our top driver-partners with suitable vehicles are invited to receive specific training from the Australian Network on Disability on the necessary knowledge and safety requirements of people with different accessibility needs and can accommodate folding wheelchairs, walkers, and collapsible scooters.

Note: uberASSIST vehicles do not have accessible ramps or lifts.

READ MORE about uberASSIST in Australia.


We’re proud that the Uber app helps expand access to safe, reliable transportation options for all – including users with disabilities – and we are committed to continuing to build solutions that support a community’s ability to easily move around.

Thanks for taking time to understand these guidelines, and for helping people in your community gain independence through safe, accessible and reliable transportation. If you have any further questions, please email: support@uber.com