An Uber disappears with a little girl on board: the company announces a “change”

Uber Canada persists. However, signs: his security protocols were followed to the letter by his employees. Moreover, And in an extreme emergency situation such as that experienced by Julia Viscomi. Similarly, her 5 -year -old daughter – who disappeared last March when an Uber driver unfortunately took the road with the sleeping little girl on the rear seat -, the police must first fill the forms of the Uber safety portal before being able to obtain any assistance from the company.

This is confirmed by a Uber spokesperson by phone on Thursday.

It took the police for an hour and a half to find the child. However, In March, the Toronto police service said it had managed to find it without the help of Uber.

The company published a press release on Thursday on this incident on Thursday where uber disappears little girl board: it claims to have. Similarly, helped the police to find the child.

However. Furthermore, we confirm that he It took a little more than an hour to the Toronto police to get in touch with the driver. However, Uber adds having carried out changes protocols since.

In addition, Uber Canada apologized to Ms. Moreover, Viscomi in a letter addressed to her and of which Radio-Canada obtained a copy.

Forgotten in the night – Uber disappears little girl board:

The event took place on March 10, 2025 in Toronto. Furthermore, Julia Viscomi returns from the match of Raptors With his companion and four children. Therefore, Due to a puncture, the couple controls an Uber.

Her five -year -old daughter falls asleep on the back seat during the trip. In addition, Once arrived, adults divide the tasks, and Mrs. Furthermore, Viscomi will look uber disappears little girl board: for the garage remote control in the house.

When Ms. Therefore, Viscomi returns to take her sleeping daughter, the Uber vehicle has disappeared. Meanwhile, The driver hit the road without knowing that a child was still on board.

However. In addition, when the police come into contact with Uber’s customer service, the employees refuse to contact the driver themselves and even give information to the police who could allow them to get in touch with the said driver. Employees of the company insist: the police must fill out a form on the Uber security portal.

For the police and the mother, this situation could have been an attempted abduction. Fortunately. in this case, it was a misunderstanding: the Uber driver had no idea that a child was on his rear seat and he brought him back to his parents as soon as he was informed.

A portal

Uber uses a complex system to process the emergency requests for the police. The company has created a specialized web portal where police must submit their emergency requests.

According to an explanatory video published on the Uber official YouTube channel (new window). This revolutionary portal connects you in real time with our specialists from the police intervention team who are available 24 hours a day, 7 days a week in lert.uber.comexplains Uber in the video.

The Uber team is Composed entirely of old police officersspecifies the company.

To access the portal, the police must create an account. You will need to provide an email address issued by the governmentdemand the product.

For specific data requests. you will be asked to provide an overview of the survey and send [une version électronique des] Legal procedure documents requiredexplains the video.

In circumstances involving a danger. death or serious physical injuries, you can create an emergency request which will be immediately evaluated and processed by our intervention teamadds Uber.

Uber uber disappears little girl board: says it follows international, national and local laws to protect data confidentiality.

Changes

In its press release published Thursday. Uber confirms that its Standard protocol in the event of a serious security event stipulates that only the formed police can contact a driver.

However We recognize that exceptional circumstances. such as the event of March 10, 2025, may require the intervention of front -line customer service agents to facilitate communicationcan be read in the press release.

Therefore, we have updated our internal procedures to take into account this important clarificationadds Uber Canada.

The company specifies that it cannot disclose the complete extent of these updates.

We are deeply sorry for the distress experienced by the family during this eventalso wrote Uber in his press release.

Uber Canada confirms that she will uber disappears little girl board: offer Toronto police training this fall. The goal is to help them better use the company’s security portal.

Apologies

Michael Van Hemmen. Managing Director of Uber Canada, sent a personal apology letter to Julia Viscomi on July 31, that is to say more than four months after the March 10 event.

I am writing to you on behalf of Uber Canada to express our sincere apologies for the disturbing experience that you lived on March 10. 2025writes Mr. Van Hemmen in his letter, which Radio-Canada has obtained a copy.

Mr. Van Hemmen recognizes in his letter that Uber should have reacted better.

Our reaction could have. should have been better, because our policies were not designed according to this type of circumstance.

We understood, with media coverage, that your main concern is to make sure that Uber updates its systems so that no other parent has to experience what you have experiencedhe specifies. We fully agree.

Uber Canada confirms that she met the police and leaders in the city of Toronto.

We are really sorry for what happened. Rest assured that we are committed to learning this event. improving our systems to make sure that no parent never lives like this againconclut m. Van hem.

Basic safety measures

In interview with CBC Thursday, Ms. Viscomi said herself stunned. There uber disappears little girl board: had only been silence on the part of the city of Toronto and Uber in recent times. I knew that processes were underway, but I did not know to what extent. So it was a very, very good surprise.

It’s really nice to see that it has led to a little. change.

The public’s reaction confirms that I did not ask too much. I think these are basic security measures that should have already been in placeshe said.

This experience is a reminder of the importance of persevere, adds Ms. Viscomi.

If you know it’s the right thing to do, you just have to continue. It was certainly not easy for me. It was very difficult actually. But I knew they were temporary difficulties. that the problem was much greater than my own discomfort in the process.

Uber Canada confirms that it will offer trained training sessions to Toronto police this fall to teach them to use the famous portal. help them react better in emergency situations involving the company.

With Farrah Merali information from CBC