PUBLIC TESTIMONY
Testimony by Josh Gold, Senior Director of Public Policy & Communications at Uber, on Driver Deactivation Policies
3:10:24
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129 sec
Josh Gold from Uber testified about the company's driver deactivation policies, focusing on Intro 276. He explained that deactivations are a last resort, typically used for safety and fraud prevention, with most being temporary due to document or compliance issues. Gold emphasized Uber's existing review and appeal processes for deactivated drivers.
- Around 1% of drivers faced permanent deactivation in the current year, mostly due to fraudulent activity and safety incidents.
- 95% of disputed deactivation cases are resolved within 72 hours through Uber's in-app review center.
- Gold expressed concerns about Intro 276, suggesting it should apply to all TLC-licensed drivers, not just high-volume for-hire service drivers.
Josh Gold
3:10:24
My name is Josh Gold from Uber.
3:10:26
I will focus on intro 276.
3:10:28
First, let me be clear.
3:10:29
We do not deactivate a user because we want to.
3:10:32
We do it because we need to, and it's always a last resort.
3:10:35
We do it to help ensure everyone who uses Uber can have a safe and reliable experience.
3:10:39
This means that any user, not only drivers, but also consumers and business partners, can lose access to violate our terms or community guidelines.
3:10:46
Except for extreme situations like sexual assault, we typically provide education and notifications when incidents are detected and before we have to deactivate.
3:10:53
We also let drivers know when their account does at risk of deactivation so they can take actions to improve and avoid it.
3:10:59
The same time, we know that some riders make false allegations, and we put in place systems to identify fraudulent behavior and make sure false allegations are not considered when we deactivate a driver.
3:11:08
Drivers can always disputed the activation and provide additional information in context through an in app deactivation review center.
3:11:14
When drivers lose access to their accounts, it's usually temporary due to expired documents, the TLC active list, or other TLC regulations like maximum hours.
3:11:23
Once the required document is approved or TLC compliance
Selvena N. Brooks-Powers
3:11:25
Please talk back closer to the mite.
Josh Gold
3:11:28
Once the required document is or TLC compliance issues are resolved, account access is typically restored immediately.
3:11:34
So far this year around 1% of drivers have faced the permanent deactivation.
3:11:38
These deactivations were largely due to fraudulent activity and safety incidents.
3:11:42
Drivers who are deactivated can utilize our in app review center where they can dispute the decision and submit any additional information and have a human review it.
3:11:49
95% of these cases are resolved within 72 hours of submission.
3:11:53
And New York City drivers are also able to appeal through a process set up with the IDG and overseen by AAA.
3:11:58
While we believe existing processes are fair and thorough, we welcome to continue dialogue on legislation.
3:12:02
I will submit detailed written testimony, but wanted to share high level concerns with the bill is drafted.
3:12:08
I was pleased to see that the DCW pre DCWP testified that the legislation should apply to all FHP bases and medallion fleet owners.
3:12:16
All TLC license drivers, not just high volume for our service license drivers, should have the same standards and protections.
3:12:22
The bill should focus on drivers who face permanent deactivation and would have otherwise been able to drive if not for the deactivation.
Selvena N. Brooks-Powers
3:12:30
I did
Josh Gold
3:12:30
not be required to provide advanced notice of current deactivations.