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Driver Deactivation Policy — SUB-SAHARAN AFRICA ONLY

September 7, 2016 / South Africa

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 Community Guidelines that set out the behavior expected from both sides. Riders or drivers who breach these Guidelines or our terms of service may lose access to Uber, either temporarily or permanently, depending on the seriousness of the breach.

When a driver’s account is deactivated, even if only temporarily, it limits their ability to earn income. So it’s important to have a clear policy that explains the circumstances in which drivers are denied access to Uber and how (if at all) they can use the app again. 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, Cancellation Rate and Acceptance 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 and we will alert you over time if your rating is approaching this limit and try give you as much feedback as possible on areas in which you can improve based on feedback from riders. If your average rating still falls below the minimum after multiple notifications, your account will be deactivated. Your account may be reactivated on the platform after you provide proof of the steps you’ve taken to improve, for example by taking a quality improvement courses in person or online. If your account has been reactivated, you will need to maintain a rating above the minimum average rating requirement in your specific city.

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  or if you are cancelling more often 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, your account 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 unable to accept a trip, we advise rather going offline until you are ready!

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 or you are declining more often than other drivers in your city, you may temporarily be logged out of the app for a limited period of time.

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 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 colluding or pre-arranging trips with fraudulent riders.

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’s account until the issue is resolved.

Issues that can lead a driver to be deactivated include:

Uber’s Community Guidelines

All users of the Uber platform—both riders and drivers—agree to abide by our Community Guidelines while using the app. These Guidelines create a shared standard of respect, accountability and common courtesy for everyone in the vehicle.

What leads to deactivation?

Uber may deactivate the account of any driver who does not follow our Community Guidelines, with, for example:

  • Violent, inappropriate or intimidating conduct or threats of intimidation directed at driver-partners or riders;
  • Blocking or interfering with the service delivery by other driver-partners, such as discouraging a rider to use the services of a fellow driver-partner or creating obstacles to such service delivery;
  • Harassing or other inappropriate behavior directed at driver-partners or riders;
  • Abusive or foul language directed at or in the presence of riders;
  • and Having illegal substances in the vehicle.

Rider Privacy

Drivers must respect the privacy and the personal information of all riders who use the Uber platform.  Drivers may not in any manner use or disclose riders’ personal information of riders, including their home address or telephone numbers, other than for the specific ride requested by the rider.

What leads to deactivation?

Uber may deactivate the account of any driver who fails to respect the privacy of riders, for example: Contacting a rider after providing the service for personal reasons, such as requesting the rider a personal favor or for a date; Appearing at the residence of a former rider unannounced or stalking a former rider.

Zero Tolerance for Drugs & Alcohol

Uber does not tolerate the use of or being under the influence of drugs or alcohol by drivers while using the platform.

What leads to deactivation?

The account of 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 the account of any driver who receives several unconfirmed complaints of drug or alcohol use.

Compliance with the Law

We expect drivers using the Uber app to act in compliance with all relevant laws and the rules of the road at all times.

What leads to deactivation?

Uber may permanently deactivate for activities such as:

  • Engaging in any conduct/s while using the Uber app that amounts to a criminal violation (except traffic citations), is considered a material breach of the driver’s service commitment, and a single transgression could lead to a permanent deactivation  
  • Not maintaining valid vehicle registration or driver’s license
  • 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 give drivers as much feedback as possible based on feedback from riders. Uber will deactivate the account of any  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 for activities such as:

  • Providing Uber with inaccurate information
  • Allowing someone else to use his or her account
  • 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.

Driver Screening

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

What leads to deactivation?

This is a requirement for all drivers prior to joining the Uber platform.  We will permanently deactivate a driver’s account 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 once on the Uber platform.

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 Services Agreement with Uber
  • Soliciting of inappropriate payments outside the Uber system.

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.

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 laws governing the transportation of riders with disabilities, including transporting service animals and providing other reasonable accommodation or assistance to riders with disabilities.

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 by law. Refusal or limitation of services for such unlawful reasons will result in permanent deactivation.

 

GETTING BACK ON THE ROAD AFTER DEACTIVATION

If your account has been deactivated, you may be eligible for reactivation under certain circumstances.  Please contact Uber for more information.