Q&A
Uber's complaint monitoring and review process
3:21:28
·
108 sec
Council Member Brooks-Powers inquires about Uber's process for monitoring and reviewing driver complaints. Josh Gold from Uber explains their collaboration with the Independent Drivers Guild (IDG) and the AAA panel review process for driver deactivations.
- Uber has a process set up with IDG since 2016 for reviewing deactivated drivers' cases
- A panel of drivers, overseen by AAA, makes decisions on driver reactivations
- IDG recommends drivers for the panel, with Uber having the opportunity to disagree
Selvena N. Brooks-Powers
3:21:28
Thank you.
3:21:29
So I I do have some questions for this panel.
3:21:31
I'm gonna start with Josh.
3:21:33
Just wanted to get some clarity.
3:21:35
So in terms of Uber, does Uber monitor or review at all the complaints that come into IVG?
3:21:42
And, like, what is that, like, I guess, mechanism?
Josh Gold
3:21:46
So we have a process that we stood up with IDT first.
3:21:50
Alright.
Selvena N. Brooks-Powers
3:21:50
Can you pull that back?
3:21:51
I'm not sure.
3:21:52
You sound so low to me.
3:21:54
Okay.
Josh Gold
3:21:54
Sorry.
3:21:54
Is this okay.
3:21:55
Is this better?
Selvena N. Brooks-Powers
3:21:56
That's better.
Josh Gold
3:21:57
Okay.
3:21:57
We have a process we set up with IDG, I believe, in 2016, where there are drivers who were deactivated, who come to them, and they bring those cases to us.
3:22:10
We review those They make cases for those drivers.
3:22:16
The next step in that process is a is a AAA oversee hearing.
3:22:21
We're a panel of drivers, reviews, hour, the information that we provide, as well as information the driver provides through the IDG.
3:22:29
And that panel driver decides whether the driver who comes to the panel is reactivated or not.
Selvena N. Brooks-Powers
3:22:35
So the triple a panel that includes drivers is who makes the decision?
Josh Gold
3:22:41
The triple a panel makes the decision.
3:22:43
And the triple a is overseas the panel.
3:22:45
The panel is just with drivers.
Selvena N. Brooks-Powers
3:22:46
It's only drivers.
3:22:47
Yes.
3:22:48
Okay.
3:22:49
Who who selects those drivers?
Josh Gold
3:22:51
The IDJ selects those drivers.
Selvena N. Brooks-Powers
3:22:52
So those are, like, the delegates.
Josh Gold
3:22:54
Well, to be fair, I think they recommend drivers to us, and we have an opportunity to disagree if with the drivers that they recommend.
Selvena N. Brooks-Powers
3:23:03
What would be a case that you would disagree with that?
Josh Gold
3:23:06
I'm not sure we have.
3:23:07
Okay.
3:23:07
Are we having reasons?
Selvena N. Brooks-Powers
3:23:08
So you generally you've taken whoever they've given to be on this panel, which have been of drivers.
Josh Gold
3:23:15
Correct.