Q&A
Types and reasons for driver deactivations on Uber
3:23:16
·
149 sec
Josh Gold explains the various types of driver deactivations on Uber's platform, focusing on compliance-related deactivations and more serious permanent deactivations.
- 99% of deactivations are compliance-related, such as not being on the TLC's active list or exceeding maximum driving hours
- Compliance-related deactivations are often temporary and can be resolved by submitting proper documentation
- Only 1% of drivers have been permanently deactivated this year, usually for more serious issues
Selvena N. Brooks-Powers
3:23:16
Okay.
3:23:21
Could you describe what it's like in terms of the process when a driver is deactivated from your app?
Josh Gold
3:23:30
Sure.
3:23:30
So there are multiple different types of deactivations.
3:23:32
1 of the The one that impacts 99% of deactivations is a compliance deactivation.
3:23:37
Mhmm.
3:23:38
The TLC keeps a, what's called, the 24 hour list, an active list.
3:23:42
Those are drivers that are allowed to accept dispatches from bases or for higher services.
3:23:47
Or use a medallion owned taxi cab in New York.
3:23:50
And so we do a sweep of that list every day.
3:23:53
If you are not on that list, you are not allowed to receive a dispatch.
3:23:57
You could fail to be on that list because you failed the city required drug test.
3:24:00
You don't have the proper insurance documents.
3:24:03
There are multiple reasons why the TLC may put you on that list.
3:24:07
That is the number one reason that drivers are deactivated because they have either failed to be on the TLC's active list.
3:24:14
Their license or insurance requirements are no longer valid, or they've hit the TLC as a maximum hours, you're allowed to drive threshold.
3:24:25
So if you hit the maximum hour threshold, then you are deactivated.
3:24:30
Those are in a bucket that I call temporary deactivations.
3:24:33
Because if you are able to upload the proper insurance documents, if you are back on the TLC active list, if you no longer are stuck by the maximum hours requirement, then you're automatically reactivated once you submit that proper documentation.
3:24:52
Then there are the more serious deactivations and the much more rare deactivations.
3:24:58
So far this year, 1% of drivers have been permanently deactivated.
3:25:02
There are some situations.
3:25:03
I think service animals came up earlier in the conversation, which I think is a good one.
3:25:10
There are TLC rules and regulations about when you can or cannot deny a service animal.
3:25:15
There's also a federal decree that Uber is under.
3:25:18
From a federal judge about when we can, what we have to do with drivers who knowingly say no to an animal that's claimed to be a service animal.
3:25:30
User were knowingly and claimed very specifically there.
3:25:34
And in those situations, there are there is not much that we can do.
3:25:39
There are other situations that are gray where there is a deactivation review center that we have internally, and then there is the IDG process.