Deactivated After a Rider Complaint: How to Respond

Short answer: Request a review in the app (for Uber, the Review Center) and send evidence: Uber says it accepts audio or video recordings, and that it considers phone sensor data that shows safer driving after rider complaints. Add trip IDs, messages and any police report. Keep your answer short and factual. If the rider also complained to TLC, that is a separate case at OATH with its own deadlines.

This page is about the app's decision. If you got a TLC summons from a passenger complaint, see responding to a passenger complaint.

Evidence Uber says it considers

From Uber's deactivation page, checked October 12, 2026:

• You can request a review and submit supporting evidence through the in-app Review Center, including information like audio or video recordings.
• Decisions to remove access are reviewed by people, not only by automated systems.
• Uber says it discounts reports from customers who abuse ratings or support systems.
• For unsafe-driving complaints, if phone sensor data shows safer driving, Uber says it takes that into account before acting.

Uber's help article on appeals says you can submit a request explaining why your account should be reviewed, and that Uber will reach out with a final decision within 3 working days.

Build your response

Tips for the written part: describe what happened in order, refer to each piece of evidence ("video at 10:14 p.m. shows…"), and stay polite. Don't insult the rider or guess at their motives. Don't contact the rider about the complaint.

Dashcams

When it is only your word against the rider's, video can show what really happened. TLC has its own rules about cameras in TLC vehicles. Read dashcams in TLC vehicles before you rely on one, and save footage the same day.

When TLC also opens a case

A rider can complain to the app, to TLC, or both. TLC's contact page sends complaints about licensees to 311, and lists TLCComplaintUnit@tlc.nyc.gov as the contact for complaining witnesses (the person who complained). If TLC decides to act, you may get a summons with a hearing at OATH. That case:

• is separate from the app's decision; winning the app review does not close it, and the reverse is also true;
• has its own deadlines that you must not miss;
• can affect your TLC license, which then affects every app.

See the passenger complaint process and responding to a passenger complaint. If the complaint involves a serious accusation, talk to a lawyer before you write a statement for either case.

If the complaint lowered your rating instead

If you weren't removed but your rating dropped, that is a different process: see can I be deactivated for low ratings. For the full set of options after a removal, see deactivated by Uber or Lyft: what to do. This is general information, not legal advice.