At the 6th South African Investment Conference, industry leaders gathered to showcase innovation, partnerships, and forward-thinking solutions shaping the country’s economy. Among the exhibitors was Uber, where I had the opportunity to speak with Deepesh Thomas about the company’s latest developments, particularly around safety and driver sustainability.
Strengthening Passenger Safety Through Technology
Uber continues to expand its in-app safety features to better protect passengers, especially in high-risk situations. According to Thomas, users can now activate an audio recording feature, which captures sound during a trip. This is complemented by upcoming video recording functionality, effectively turning a driver’s phone into a dashcam.
In addition, the platform offers live trip sharing, allowing passengers to share their journey in real-time with trusted contacts. A trip deviation alert system also flags unusual changes in route or duration, notifying both the rider and their emergency contact. In more serious situations, Uber can even dispatch private armed response services.
Thomas emphasized that safety is not a once-off feature but a continuous investment, integrated before, during, and after every trip.
A Two-Sided Approach to Safety
Importantly, Uber’s safety measures extend beyond passengers. The platform also prioritizes driver protection. Rider verification processes are in place, particularly for cash trips, to ensure accountability and reduce the risk of crime against drivers.
On the driver side, Uber conducts comprehensive background checks, including criminal record screenings and vehicle inspections. This dual approach ensures that both parties—riders and drivers are held to consistent safety standards.
Handling Complaints and Ensuring Fairness
Addressing concerns around unfair complaints, Thomas explained that Uber has a dedicated investigation team that reviews each case thoroughly. This includes analyzing trip data, communication logs, and gathering input from both the driver and the rider.
Uber enforces community guidelines for all users. Misconduct, whether from a driver or a passenger, is addressed accordingly. Depending on the severity of the incident, the platform applies either a one-strike policy for serious offenses or a three-strike rule for less severe violations, which can ultimately lead to removal from the app.
Maintaining Driver Quality and Accountability
To ensure only safe and reliable drivers remain active on the platform, Uber maintains strict onboarding and monitoring processes. These include:
- Criminal and identity checks through official databases
- Vehicle quality and roadworthiness assessments
- Ongoing performance monitoring through ratings and complaints
- Biannual and annual vehicle inspections, including mandatory roadworthy tests
This continuous evaluation ensures that standards are upheld throughout a driver’s time on the platform.
Driving Toward Financial Sustainability for Drivers
Beyond safety, Uber is also focused on improving the financial well-being of its drivers. Thomas revealed that the company recently launched seven new partnerships aimed at reducing operational costs and increasing earnings.
These initiatives address key challenges such as:
- Vehicle financing, making it easier for drivers to own cars
- Insurance affordability
- Fuel savings through rewards programmes
Additionally, Uber is introducing new income streams. One notable example is digital rooftop advertising, where drivers can earn over R5,000 per month by displaying branded content on their vehicles.
Thomas highlighted that these solutions are informed by ongoing engagement with drivers, ensuring that their real challenges, particularly the high cost of vehicle ownership, are addressed.
