Uber removes 'unacceptable' surcharge for disabled passengers

Rideshare giant Uber has reversed its decision to impose a $5 fee on passengers requiring extra assistance, after advocates and service providers labelled it discriminatory and a "disability tax".

Last month, the ABC reported the company started charging extra for its Assist service in May, telling customers the move was to improve reliability and reduce wait times.

The move concerned many in the disability community who have complained for years about poor service from taxis and rideshare services, including guide dog refusals.

Uber late last year quietly agreed to an external review of its operations after settling a federal court case brought by a woman refused more than 30 rides while travelling with a guide dog.

The company confirmed to the ABC it has now removed the surcharge after meeting with key disability groups and hearing the $5 fee was not the right approach.

"Now it's our responsibility to figure out how to address those reliability challenges through a fairer mechanism," Emma Foley, managing director of Uber Australia and New Zealand, said.

Tamara Searant, general manager of social change at Guide Dogs Australia, said the organisation was pleased Uber had removed the surcharge, which should not have been introduced in the first place.

"Accessibility isn't a premium feature and it should never come with a premium price,"

she said.

Ms Searant said this example should act as a strong message to other businesses.

"People with disability shouldn't pay more to get the same as everyone else when it comes to services," she said.

A community 'win'

Launched 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 Disability Discrimination Act and Uber's own policies require drivers to provide service to customers with assistance animals.

However, users with vision impairment told the ABC the Assist service did not necessarily guarantee better or more reliable service, even after the surcharge was introduced.

Uber initially said the extra charge for the service was introduced following consultation with more than 1,000 people with disability and their carers, as well as accessibility experts and Assist users.

The company said drivers received all of the additional fee, which compensated them for the extra time and care they are supposed to take when supporting passengers.

"What we didn't properly account for was the additional financial burden that it placed on riders with disabilities,"

Ms Foley said.

She said the company would continue covering the additional payment to drivers for the next 30 days and would not refund any passengers.

Ms Searant said key organisations such as Guide Dogs Australia and Vision Australia, which supports people with low vision, were not consulted before the surcharge was introduced.

Ms Foley admitted the rideshare company "absolutely should have listened more and consulted more broadly".

"That's absolutely a learning that we'll be taking away from this," she said.

'Unacceptable'

Canberra resident Scott Grimley is one of those who had been avoiding using the service since the $5 fee was introduced.

The 54-year-old guide dog user has had difficulty using the ridesharing service for years, having previously taken the company to the ACT Human Rights Commission over refused trips.

Mr Grimley said Uber drivers often cancelled his trips and he had been refused a ride more than 19 times because he was travelling with his guide dog, Dudley.

He said he was once refused four rides in 30 minutes.

When he learnt of the additional charge for Uber Assist, Mr Grimley said he was angry.

"It was discriminatory and was going to be more of a burden on people with disability to pay out even more money to go the same distance as everybody else," he said.

"It was unacceptable."

Ms Foley said Uber Assist drivers received extra training to support passengers and said all drivers were expected to ensure their passengers felt the service was inclusive.

"You shouldn't have to get an Uber Assist to get great service and to have an inclusive service," she said.

Uber said it would now establish an ongoing "Accessibility Advisory Group" involving advocacy organisations.