What Uber Eats does to protect its delivery drivers
Uber Eats operates a driver safety program that includes in-app communication tools, GPS tracking that drivers can see, and a support line for drivers to report problems during deliveries. The company also maintains ratings and review systems where customers rate drivers after each delivery, and drivers can see ratings from customers. Drivers have access to Uber's Community Guidelines, which outline conduct expectations, and can report safety concerns through the app or by contacting Uber support.
The actual scope and effectiveness of these protections varies. Uber Eats does not employ drivers as full-time staff — they are independent contractors — which affects what legal protections and oversight explore to them. The company's safety features exist alongside this contractor model, not as a replacement for it.
Drivers also have the option to decline orders, cancel trips, and choose which restaurants and neighborhoods they work in. These choices are part of how drivers manage their own safety on the platform.
Key Takeaways
- Uber Eats drivers can communicate with customers through the app, see their location on a map, and report safety concerns to Uber support.
- Drivers are independent contractors, not employees, which means they do not receive the same workplace protections as traditional employees.
- Customer ratings and reviews are visible to drivers and affect their standing on the platform, creating a reputation system that influences which orders they receive.
- Drivers can decline orders, cancel trips, and choose their own work hours and service areas as part of the contractor arrangement.
How the rating system affects driver safety
Every Uber Eats delivery results in a rating from the customer, typically on a scale of one to five stars. Drivers can see their average rating and individual reviews from customers. A low rating can affect how often a driver receives orders and may eventually result in deactivation from the platform if the rating falls below a certain threshold.
This system creates incentives for drivers to complete deliveries without incident, since poor ratings can reduce their income. However, the system also means that drivers may feel pressure to accept orders or complete deliveries in unsafe conditions to maintain their rating, since canceling or declining orders can also affect their standing on the platform.
Customers can rate drivers on factors like timeliness, professionalism, and food handling. Drivers do not have direct recourse to dispute ratings, though Uber support may review a rating if a driver contests it.
What happens when a driver reports a safety issue
Drivers can report safety concerns through the Uber Eats app or by calling Uber support. The types of issues drivers can report include customer harassment, unsafe neighborhood conditions, or problems at a restaurant location. When a driver reports an issue, Uber support reviews the report and may take action depending on the nature of the concern.
The response to a safety report depends on what the report contains. If a driver reports a customer for harassment or threatening behavior, Uber may deactivate that customer account or restrict their use of the platform. If a driver reports a restaurant or neighborhood as unsafe, Uber may flag that location for monitoring but does not necessarily remove it from the platform.
Drivers do not receive automatic compensation for time lost due to safety concerns, though Uber may offer support resources or guidance on how to handle specific situations.
Insurance and liability for Uber Eats drivers
Uber Eats provides contingent liability insurance that covers drivers while they are actively on a delivery. This insurance covers bodily injury and property damage that a driver causes to a third party — for example, if a driver's vehicle hits another car. The coverage applies only during active deliveries, not during time spent waiting for orders or traveling to a restaurant.
This insurance does not cover damage to the driver's own vehicle, medical expenses for the driver, or lost income if the driver is injured. Drivers are responsible for their own vehicle maintenance, fuel, and personal health insurance. Some drivers purchase additional commercial insurance to cover gaps in Uber's coverage.
The contractor model means that drivers do not receive workers' compensation insurance through Uber Eats. If a driver is injured during a delivery, they cannot file a workers' compensation claim with Uber; instead, they would need to pursue a claim against the customer's homeowner's insurance or their own personal insurance, depending on the circumstances.
Background checks and driver screening
Uber Eats requires drivers to pass a background check before they can begin delivering. The background check includes a criminal history review and a driving record check. The specific criteria Uber uses to approve or deny drivers are not public, and the company does not disclose how far back the criminal history review goes or what types of offenses result in automatic denial.
Background checks are conducted once at the time a driver applies to join Uber Eats. Periodic rechecks may occur, but Uber does not publish a schedule for how often drivers are rechecked or what triggers a recheck. This means that a driver's background status at the time they were hired may not reflect their current status.
Drivers can be deactivated from the platform if they receive certain criminal convictions or traffic violations after they begin driving, but the specific offenses that trigger deactivation are not publicly listed.
Communication tools between drivers and customers
Uber Eats provides an in-app messaging system where customers and drivers can communicate about the delivery. Drivers and customers can see each other's location on a map during the delivery, and drivers can call or text customers through the app. All communication is routed through Uber's servers, which means neither party has direct access to the other's phone number or personal information unless they choose to share it.
This system is designed to allow coordination about delivery details — such as gate codes or building access — without exposing personal contact information. However, customers and drivers can still choose to communicate outside the app if they want to.
Drivers can block customers who harass them, and customers can report drivers for inappropriate communication. Uber reviews reports of harassment and may take action against either party depending on the nature of the complaint.
Neighborhood and time-of-day safety considerations
Uber Eats does not restrict deliveries to certain neighborhoods or times of day based on safety concerns. Drivers can choose which areas they work in and which hours they are available, but Uber does not prevent orders from being placed in any particular location or at any particular time.
Some drivers choose to avoid certain neighborhoods or times of day based on their own safety assessment. Others may accept orders in those areas because the pay is higher or because they have fewer orders available. The decision is left to individual drivers.
Uber provides crime data and safety information to drivers in some cities through its app, allowing drivers to see reported incidents in their area. The availability and detail of this information varies by location and is not available in all markets.
Frequently Asked Questions
Can a driver refuse an order because they think it's unsafe?
Yes. Drivers can decline orders for any reason, including safety concerns. Declining an order does not result in when ready penalties, though a pattern of declined orders may affect how often a driver receives new orders from the platform. Drivers can also cancel an order after accepting it, though this may have a greater impact on their rating and standing.
What happens if a customer gives a driver a low rating unfairly?
Drivers can contact Uber support to dispute a rating, and Uber may review the rating and the delivery details. However, Uber does not automatically remove ratings or may provide that a disputed rating will be changed. The outcome depends on what information is available about the delivery and what the driver's dispute claims.
Does Uber Eats insurance cover a driver if they're injured during a delivery?
Uber's contingent liability insurance covers damage a driver causes to others, not injuries to the driver themselves. If a driver is injured, they would need to file a claim through their own health insurance or pursue a claim against the party responsible for the injury. Drivers do not have access to workers' compensation through Uber Eats.
Can a driver see who ordered before accepting a delivery?
Drivers can see the restaurant, the delivery address, and the estimated pay before accepting an order. They cannot see the customer's name or rating until after they accept the order. This means drivers cannot screen customers based on their rating before deciding whether to accept a delivery.
What should a driver do if they feel threatened during a delivery?
Drivers should remove themselves from the situation when ready and contact Uber support through the app or by phone. Drivers can also contact local law enforcement if they believe they are in when ready danger. Uber can deactivate a customer account if a driver reports a credible threat, and drivers can request that future orders from that customer be blocked.