Uber Driver Appeals Deactivation After Rider Complaint Over Assistance Dog Cancellation

A blind rider identified as Bella booked an Uber in suburban Geelong shortly after 9 a.m. on a Thursday in March. The first driver accepted the trip within seconds and cancelled one minute later. The second driver accepted, drove to the location, and cancelled after eight minutes.

Bella, who rides with an assistance dog, sent both drivers a message requesting the front seat be moved forward. Her profile displays an accessibility badge notifying drivers of the assistance animal requirement. Uber deactivated both drivers after her complaint.

The first driver lodged an unfair deactivation appeal at the Fair Work Commission. He stated he did not notice the message or badge because he was removing a booster chair and cancelled only to return his child's water bottle to school. He said mapping data from a later trip shows he could not have driven past Bella.

Uber submitted evidence that the driver opened and read the message and kept his app active at the time he claimed to be returning the bottle. Uber settled a separate Federal Court case brought by Paula Hobley in late 2025 after she alleged 32 cancellations tied to her guide dog. As part of that settlement Uber agreed to review driver compliance with assistance animal obligations.

Riders whose complaints lead to a termination receive a $35 credit. Workplace Minister Amanda Rishworth announced last month that gig economy deactivation laws would be strengthened to reduce identifying information platforms must collect from complainants.

Uber Director of Public Policy Pia Brunner said the case highlights challenges between complying with federal discrimination laws and the Deactivation Code.