Uber tips for a stress-free journey

  • After booking, call or text the driver. Tell them explicitly where you are. For example, tell them if you need them to pull into the driveway or parking lot. Many of the geo-map “pins” are inaccurate. For example, if you book an Uber to come to 1929 Bayview, the map tells them it’s at the northbound 11 bus stop, not the front entrance. Be sure to let them know your exact waiting spot when you book.
  • If you would prefer, you can use Uber assist – these drivers are trained in disability awareness. Please note: There are fewer of these drivers than the regular drivers, so you may have to wait longer for pickup. There is no difference is cost.
  • It is entirely at your discretion if you choose to disclose your disability. Some people prefer to, but you are under no obligation to disclose if you don’t want to.
  • If a driver cancels your journey, you will receive a message saying the driver has cancelled the journey. If you suspect it’s because of your disability or the fact that you’re a guide dog user, it is important that you take a screenshot of the cancellation on your phone. Uber will also have a record of this, but it’s important that you have one, should there be a dispute. The information should also appear in your journey history in your Uber account.
  • Uber has an online form to contact them. Complete this form to let them know that a driver refused service and give a brief outline of the situation, indicating that it may be disability-related. Uber states on their website that “Any report of unlawful discrimination will result in the temporary deactivation of a partner’s account while Uber reviews the incident. Confirmed violations of the law with respect to riders with disabilities may result in permanent loss of a partner’s access to the Uber platform.”
  • Uber is now licensed by the City of Toronto. If you don’t receive a satisfactory resolution through Uber, you can contact Licensing Enforcement at 416-392-3082 or licenf@toronto.ca.
  • You can also call the police (non-emergency number) as the driver has broken the law under the Blind Persons’ Rights Act (further information below) and they can be fined up to $5,000 for denying someone service when accompanied by a guide dog “Every person who is in contravention of section 2 is guilty of an offence and on conviction is liable to a fine not exceeding $5,000. R.S.O. 1990, c. B.7, s. 6 (1).”
Please note: The use of guide dogs for Ontarians who are blind or partially sighted is protected with three pieces of legislation.

  • The Blind Person’s Rights Act
    • 2. (1) Guide dogs permitted in places to which public admitted. No person, directly or indirectly, alone or with another, by himself, herself or itself or by the interposition of another, shall, (a) deny to any person the accommodation, services or facilities available in any place to which the public is customarily admitted; or (b) discriminate against any person with respect to the accommodation, services or facilities available in any place to which the public is customarily admitted, or the charges for the use thereof, for the reason that he or she is a blind person accompanied by a guide dog.
  • Accessibility for Ontarians with Disabilities Act
    • If a person with a disability is accompanied by a guide dog or other service animal, the provider of goods or services shall ensure that the person is permitted to enter the premises with the animal and to keep the animal with him or her unless the animal is otherwise excluded by law from the premises. The fine for denying entry in Ontario is up to $5,000. If someone is denied service they can file a human rights complaint.
  • Ontario Human Rights Code
    • The Ontario Human Rights Code ensures dignity, respect, full participation, equal rights and opportunities for all people, regardless of their disabilities. A violation of the code may lead to a human rights complaint.

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