Uber defends imposing 'disability tax' on riders

Uber has defended slugging riders who require extra assistance with a "disability tax", amid ongoing criticism over how it treats people with disability. Introduced in 2015, Uber Assist provides passengers with what the company describes as "kerb-to-kerb" support, such as assistance to get in and out of the car and help with bags or mobility aides that can be stowed in the boot. The company began charging passengers an additional $5 for the service in May, a move that raised concern among members of the disability community, who have complained about poor service with taxis and rideshare companies for years. Tamara Searant, general manager of social change at Guide Dogs Australia, said the move amounted to "discrimination". Ms Searant said no other business would ask its customers to pay a premium for assistance they genuinely needed. "It is like a disability tax," she said. Late last year, Uber settled a disability discrimination case without an admission of liability brought by Victorian woman Paula Hobley. Ms Hobley took Uber to the Federal Court alleging the company refused her service on more than 30 occasions because she was traveling with her guide dog. As part of that settlement, Uber agreed to an external review of its Australian operations. The outcome of that process will not be released until 2028. Tamara Searant worries Uber's practices can isolate people with disability. "In the wake of the Paula Hobley case, Uber had a clear opportunity to fix systemic issues within its platform," Ms Searant said. "It's disappointing to see decisions that instead risk further isolating people with disability." In a statement, an Uber spokesperson said the decision to increase the fee was made following consultation with more than 1,000 people with disability and their carers, as well as accessibility experts and Assist users. The company said it notified Assist passengers about the additional fee via email and the $5 fee went directly to drivers, who were specially trained. "This recognises and compensates driver partners for the extra time, care and effort that may be required and includes an extended wait time that ensures riders have the time they need to safely enter and exit the vehicle," the spokesperson said. "This initiative has already successfully improved overall service reliability while reducing wait times for Assist passengers." The spokesperson said Uber believed all passengers deserved to "move through their community with dignity, safety, and confidence." 'We're already facing hurdles' Cody Phang, who is blind, has been using Uber Assist most days for several years and said it was hit and miss. "It's almost gambling on the hope that you'll get somebody who will just give you some kindness, decency and a little bit of help if you need it." Cody Phang uses Uber Assist to get to and from work. Uber Assist, while promoted as a service for people with accessibility needs does not include wheelchair-accessible vehicles, according to the company's website. According to the website, drivers offering the service have completed "disability awareness training modules" so they understood how different disabilities could affect riders when travelling, offer thoughtful support and accommodate devices such as wheelchairs or walkers. Mr Phang said he relied on Uber Assist drivers noticing him, because he could not identify his ride when it arrived. The 44-year-old said he had been left waiting for long periods for drivers who found it difficult to find him, and he did not feel confident about the training they had undergone. "Most drivers try to be as helpful as they can, but quite often it's the same services as a regular Uber service," he said. Riders who have used Uber Assist say it is much like the standard service. Mr Phang said he had not noticed any change in the quality of the service since the introduction of the additional fee. He agreed it was unfair to expect people with disability to pay extra to get from A to B. "We're already facing hurdles in our lives," he said. "We should have the same equal access and experience with Ubers just like anybody else in the community."