A safety audit late last year identified instances where Uber’s systems to manage safety were not being used properly or did not operate as intended. In response, the NSW Point to Point Transport Commissioner issued Uber with 13 improvement notices and approximately $200, 000 in fines. Uber has since paid its fine and made changes to address the Commissioner’s mandatory directions.
Following the safety audit, Uber was directed to make improvements to some of its systems. Since then, the Commission has closely monitored Uber’s responses to make sure improvements are being made.
In response to directions issued by the Commissioner, Uber in NSW has undertaken the following:
- expanded its team of support agents responsible for incident management (including complaints of dangerous driving and sexual misconduct;
- upgraded its system that issues drivers’ passenger bookings, to ensure drivers who have reached the maximum driving time of 12 hours and 15 minutes are not issued further trips
- established dedicated Safety Officer roles to investigate and respond to serious incidents in NSW
- made improvements to ensure incidents classed as notifiable occurrences under the law are flagged and reported to the Commissioner; and
- Suspending drivers with complaints of sexual assault or high risk sexual misconduct incidents whilst the matter is being investigated. Depending on the outcome, they will permanently remove the driver, or reinstate if appropriate.
The Commissioner also directed Uber to conduct an independent quality assurance audit to ensure their complex systems are appropriately implemented.
Safety is the Commissioner’s priority, NSW has strong point to point transport safety laws and all parties are held to account. All service providers need to make sure that they are effectively managing and improving the safety of their services in a practical way that is compliant with the law.
See the original media release: Uber directed to improve its security systems.
Background on the Audit
To regulate safety, audits – along with targeted campaigns, on-street compliance, advisory visits, investigations, and prosecutions – are key.
An audit may be conducted as part of a regular schedule or in response to information, for example, complaints or incidents. This process holds point to point transport service providers accountable and ensuring safer outcomes for passengers, the public and drivers.
In response to directions issued by the Commissioner, Uber in NSW has undertaken the following:
Driver fatigue
- upgraded its system that issues drivers’ passenger bookings, to ensure drivers who have reached the maximum driving time of 12 hours and 15 minutes are not issued further trips
- updated its driver training for fatigue
Incident management
- expanded its team of support agents responsible for incident management (including complaints of dangerous driving and sexual misconduct)
- Suspending drivers with complaints of sexual assault or high risk sexual misconduct incidents whilst the matter is being investigated. Depending on the outcome, they will permanently remove the driver, or reinstate if appropriate
- established dedicated Safety Officer roles to investigate and respond to serious incidents in NSW.
Notifiable occurrences
- Uber has made system improvements to ensure incidents classed as notifiable occurrences under the law are correctly flagged and reported to the Commissioner.
- Additional staff have been allocated and trained to correctly manage notifiable occurrences.
Vehicle maintenance and vehicle insurance
- implemented processes to ensure that all vehicles operating under its authorisation have insurance with a minimum of $5,000,000 in third-party property damage cover.
Driver management
- carried out work to improve and tighten processes relating to vehicle maintenance and driver management, including checks on interstate drivers
Background on the Point to Point Transport Commissioner
The Point to Point Transport Commissioner, Anthony Wing, is the independent regulator for taxis, hire vehicles and rideshare (not including food delivery), in NSW. The Commissioner administers and enforces point to point transport law, including safety standards for the industry.
The Commissioner works with the point to point transport industry to ensure industry participants have the knowledge and capability to implement systems for managing safety; focusing on compliance through education and information, and advisory, audit and enforcement activities.
For more information see the Point to Point Transport Commissioner’s website.
Media Inquiries
Alex Thompson m. 0499 612 089
Alexandra.thompson@transport.nsw.gov.au
