Hopp has introduced a new in-app feature that allows riders to discreetly report unsafe driving in real time — a significant addition to the company’s growing suite of safety tools. To understand how the feature works and why it matters, Techtalent.ca spoke with David Riggs, General Manager of Hopp Canada.
The new reporting flow gives riders an immediate, anonymous way to flag issues such as speeding, distracted driving, or other dangerous behaviours during a trip. Instead of confronting a driver directly, concerns are routed to Hopp’s in-house, 24/7 Safety Team, who review submissions alongside trip telemetry and can take action within minutes.
Riggs notes that the feature arrives at a time when many Canadians — particularly women — report feeling unsafe moving around their communities at night, and when ride-hailing has become a preferred option for getting home after hours. With most Hopp trips taking place between 6 p.m. and 6 a.m., the ability to discreetly submit real-time feedback is central to the company’s broader strategy to raise safety standards and support both riders and drivers.
In the interview that follows, Riggs outlines the problem this tool is designed to solve, how the reporting process works behind the scenes, and how rider feedback is being used to strengthen platform-wide safety.
What problem does the new “Report Unsafe Driving” feature solve for riders?
DR: Riding should never feel unsafe. The new “Report Unsafe Driving” feature gives riders a discreet, instant way to flag speeding, distracted driving, or dangerous manoeuvres without interrupting the trip. Reports go directly to our in-house Safety Team, who can review and take action right away. According to recent data Hopp commissioned with Angus Reid, more than a third (36%) of Canadians say they don’t feel safe walking outside at night, a concern that rises to half of all women (50%), underscoring the importance of giving riders simple, effective tools to feel protected when using ride-hailing services. This feature removes barriers to reporting and ensures concerns are handled quickly, improving safety for both riders and driver partners.
Walk us through the exact steps a rider takes to report unsafe driving — what happens after they hit submit?
DR: It’s intentionally simple. Riders tap the safety badge in the app, choose “Report Unsafe Driving,” select the category (for example: speeding, using a mobile device, add optional detail, and submit. Once submitted, the report routes immediately to our Safety Team. They cross-reference trip telemetry and in-app data to assess the situation and, if needed, provide targeted feedback or corrective measures. Because the majority of all Hopp trips take place between 6 p.m. and 6 a.m., our 24/7 Safety Team plays a crucial role in ensuring our instant reporting system is actively monitored during the hours when Canadians rely most on ride-hailing to feel safe getting home.
Why does Hopp emphasize discreet reporting and how does that benefit the Safety Team’s work?
DR: Safety incidents can be sensitive, riders may feel uncomfortable confronting a driver directly. Discreet reporting lets them share concerns calmly and anonymously in real time. This is especially relevant as Canadians increasingly view ride-hailing as a safer alternative to other transport options at night, ahead of public transit (41%), walking (45%), and taxis (22%), according to recent polling we did of over 1,500 Canadians. From the Safety Team’s perspective, this approach increases report rates, improves data quality, and speeds up investigations, all without putting riders in awkward situations.
Who is the in-house Safety Team and what are their core responsibilities?
DR: Our Safety Team is a multidisciplinary group of analysts and operations specialists who monitor trips, investigate reports, and provide direct support to riders and drivers. Their work is critical at night, when public transit service is limited, which 50 per cent of ride-hailing users cited as a key reason for choosing the service when surveyed recently. Because the team is in-house, they can escalate issues quickly, implement product changes, and continuously improve the platform’s safety standards.
How does the new reporting tool sit alongside Hopp’s other in-app safety features?
DR: The reporting tool complements Hopp’s existing suite of safety features like driver and rider verification, four-digit pickup codes, real-time location sharing, Trusted Contacts, Ride Check monitoring, optional in-app audio recording, and 24/7 support. Together, these tools give riders greater peace of mind. By combining technology, reporting, and real-time monitoring, we’re delivering a full lifecycle approach to safety: preventing, detecting, and resolving issues from start to finish.
How will Hopp use rider reports to actually improve driver behaviour and platform safety?
DR: Rider reports are both immediate signals and long-term feedback loops. Each report helps us address individual concerns while contributing to broader safety insights and driver training. Feedback helps us strengthen a culture of responsibility across the platform.
Can you share any early results or metrics about how the Safety Toolkit is being used?
DR: We’re in the early rollout phase, but riders are already using the discreet reporting flow and our Safety Team has been consistently responding to every case in under 20 minutes. These results build on the fact that nearly one in three Canadians now list ride-hailing as one of their top choices to get home after a night out according to our findings, showing how essential the service has become for safe, reliable late-night transportation. Early feedback suggests the feature is already increasing rider confidence and surfacing issues other tools alone might miss.
How does this initiative relate to Hopp’s €100 million global safety commitment?
DR: This feature is a direct outcome of that investment, funding the development of new safety tools, expanding in-house Safety Teams, and advancing monitoring technologies. The €100 million pledge expansion is focused on addressing the very challenges our data uncovered: Canadians are increasingly feeling unsafe at night, and there’s a growing reliance on ride-hailing as a trusted way to get home. It’s a long-term investment in innovation and accountability to make shared mobility safer everywhere.
How does Hopp balance rider privacy with the need to collect enough data for effective safety investigations?
DR: Rider privacy is fundamental. Our reporting flow is designed to collect only the information needed to investigate a concern. We never share personal rider details publicly and follow strict internal access controls. When additional evidence (such as in-app audio, GPS traces or Ride Check flags) is used, it’s handled under clear privacy and retention policies and only accessed by the Safety Team for investigation. We strive for a transparent approach where riders know what data helps us keep them safe and how it’s protected.