FOI Request - Number of complaints made about Uber regarding driver disability discrimination
Request ID: FOI-0020-2324 Date published: 27 April 2023
You asked
Since January 2022, how many complaints have Transport for London received about Uber regarding driver disability discrimination? How many complains of driver disability discrimination have been regarding denying the passenger a ride because of their guide dog?Are you able to specify the sort of issues regarding the complaints? What action has Transport for London taken to a sure Uber drivers do not continue disability discrimination.
We answered
Our ref: FOI-0020-2324/GH Thank you for your request received by Transport for London (TfL) on 4 April 2023 asking for information about complaints we have received regarding driver disability discrimination. Your request has been considered under the requirements of the Freedom of Information Act 2000 and our information access policy. You asked: “Since January 2022, how many complaints have Transport for London received about Uber regarding driver disability discrimination? How many complains of driver disability discrimination have been regarding denying the passenger a ride because of their guide dog? Are you able to specify the sort of issues regarding the complaints? What action has Transport for London taken to a sure Uber drivers do not continue disability discrimination.” I can confirm that we do hold the information you require. Since January 2022, our customer complaints department has received the following complaints which reference Uber. Please note that this data is derived from passenger complaints that we have received and that complaints may also be made directly to the private hire operator responsible for fulfilling the private hire booking. Discrimination – 5 complaints and 5 enquiries. These complaints include drivers refusing to accept passengers without face masks (who were exempt from wearing them), alleged homophobia and racism, and failing to assist disabled passengers. Guide dog (drivers refusing to accept passengers with guide dogs) – 23 complaints, 3 enquiries, 1 safety issue. Taxis and wheelchair-accessible private hire vehicles are a vital resource for mobility impaired people in London. All licensed drivers and operators have obligations under the Equality Act 2010 to ensure that disabled passengers can use taxi and private hire services without being discriminated against, and receive appropriate assistance, wherever they travel, without being charged extra. We take any breach of these obligations extremely seriously and fully investigate each complaint received which could result in a prosecution or the suspension, or revocation, of a driver’s licence. Section 8 of our Private Hire Vehicle (PHV) Driver’s Handbook ‘Being Aware of Equality and Disability’ clearly outlines the responsibilities a driver has in relation to disabled passengers and the requirement to carry passengers accompanied by assistance dogs, including an illustration of the different types of assistance dog. This information is also regularly issued to licensees via our dedicated Twitter feed, our weekly email issued to licensees and OnRoute magazine. We also issued a regulatory notice on the Taxis and Private Hire Vehicles (Disabled Persons) Act 2022. If this is not the information you are looking for, please do not hesitate to contact me. If you are not satisfied with this response please see the attached information sheet for details of your right to appeal. Yours sincerely Graham Hurt FOI Case Officer FOI Case Management Team General Counsel Transport for London
