A Victorian woman is suing Uber for allegedly refusing to pick her up on more than 30 occasions because she requires a guide dog.
Paula Hobley, who is blind, is accusing the rideshare company of breaching national disability discrimination laws.
Guide Dogs Australia estimates 50% of people who use assistance animals have reported issues with rideshare apps or taxis in the past two years.
Uber said it treats the “distress” of refusing service to someone with an assistance animal seriously.
Paula Hobley
Hobley is blind and uses a guide dog. She cannot drive, so has relied on rideshare services to go shopping or meet friends near her home in regional Victoria.
She alleges that between March 2021 and November 2022, Uber drivers refused to pick her up on 32 occasions, after she informed them she would be travelling with her guide dog Vonda.
During this time, Hobley appeared in a video for Guide Dogs Australia and wrote a blog detailing her experiences, such as missing a doctor’s appointment.
Hobley alleges the refusals continued after she complained to Uber.
She then launched a complaint with the Australian Human Rights Commission, which can try to resolve allegations of discrimination.
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When the case did not resolve, Hobley escalated the complaint to the Federal Court.
Under national law, it’s illegal to deprive someone of access to a business premises based on their disability.
Federal court
Hobley’s case is now listed to go to trial in the Federal Court in Victoria.
She alleges Uber discriminated against her because she is blind and needs an assistance animal.
Hobley said the constant refusals are ”draining”.
“I avoid going out at night if I have to rely on a rideshare or taxi service because there’s a risk I won’t be able to get home safely,” she said.
Uber
Uber did not directly comment on Hobley’s case or respond to TDA’s questions about whether the company would defend itself against the claims.
In a statement, an Uber spokesperson said: “The distress of being refused service because of an assistance animal is not something we take lightly at Uber.”
The spokesperson pointed to various Uber policies intended to improve rideshare experiences for people with vision impairments.
