1/8) We have listened to genuine concerns about service quality on our platform.

Last week, we sent out a comprehensive blueprint to all our active riders via email.

2/8) We use this opportunity to reaffirm our commitment to improving service delivery on the platform and ensuring optimal support resolution times.

3/8) In specific terms, over the coming weeks, we will be:
- Integrating a real-time biometric driver verification solution as an additional layer of technology on rides...

4/8) - Completing the upgrade of our support systems and increasing service agents to respond to your concerns more rapidly and with better quality;

- Launching a state-wide driver retraining and re-education programme;
Increasing our minimum quality benchmark for drivers.

5/8) We also have a high priority process in place which includes penalizing drivers for gross misconduct cases. The process involves escalating incidents to the police authorities.

6/8) Due to global privacy policies, we are not at liberty to disclose disciplinary actions to the general public, however, we will be evolving our process to communicate clearly details of the disciplinary actions and police escalations to aggrieved parties going forward.

7/8) In addition to these internal changes, we aim to raise awareness of features we currently have in place for passenger safety.

This is to ensure that our riders are able to get the best out of our safety toolkit and this is the rationale behind our safety campaign.

8/8) It is our hope that you will give us the chance to continue making these improvements and we will update here as each promised change comes into effect.
Please visit https://bit.ly/DrivenBySafety  to see some of the safety features we’ve included for your convenience.