Uber Faces Scrutiny Over Guide Dog Refusals, Agrees to External Review
A Victorian woman’s legal battle with Uber has resulted in the rideshare giant agreeing to an external review of its Australian operations, addressing systemic issues of disability discrimination and the refusal of service to passengers with assistance animals. The outcome of the review, however, won’t be public for years.
Paula Hobley, a resident of Victoria, took Uber to the Federal Court last year, alleging that drivers illegally refused to transport her and her guide dog on over 30 separate occasions. The case was settled late in 2023, without any admission of liability from Uber, following a period of mediation. The external review, which will be led by an individual with a disability, aims to investigate the drivers’ refusals and identify solutions.
“It’s one person taking on an entire company to forge a path towards justice,” Hobley stated, describing her experience as feeling like “David vs Goliath.” She expressed frustration that legal action was necessary to prompt a response from Uber, adding, “It’s frustrating and mystifying as to why it had to come to this.” Hobley further noted that she continued to experience refusals even during the court proceedings.
The review’s findings, including an assessment of any changes implemented by Uber, are not expected to be released until 2028. This lengthy timeline has raised concerns about the immediacy of addressing the problem.
Mitchell Skipsey, a senior solicitor at the Justice and Equity Centre representing Hobley, acknowledged the review as a positive step. “I think the review process is a meaningful commitment to identify a solution and implement it,” he said, while cautioning that the issue remains unresolved. “The shame here is that it hasn’t happened sooner.”
The Disability Discrimination Act and Uber’s stated policies both mandate that drivers accommodate passengers with assistance animals. Despite this, advocates report widespread difficulties faced by individuals with disabilities when utilizing rideshare services, often leading to being stranded or missing crucial appointments. A recent survey by Guide Dogs Australia revealed that nearly half of all handlers experienced a refusal of service from a rideshare or taxi in the past two years.
Uber’s response to inquiries regarding the review’s leadership, appointment process, scope, and potential for interim updates was limited. A company spokesperson directed inquiries to a previously published statement, citing confidentiality regarding the settlement terms. According to the statement, “The distress of being refused service because of an assistance animal is not something we take lightly at Uber Australia, and we know this is a significant issue across broader society.” The company claims to have “invested heavily” in driver education regarding their legal obligations.
Skipsey emphasized that Uber’s current policies are demonstrably ineffective and urged the company to actively engage with the disability community throughout the review process.
Hobley expressed acceptance of the 2028 timeframe, recognizing the complexity of the issue. However, she stressed the importance of “action and transparency” from Uber moving forward. “We often see in the media Uber say, ‘We do not tolerate discrimination’ and ‘We take this seriously.’ Well, now this is a really good time and a really good way to show that.”
