Lexi Webster
Uber Australia has a dedicated customer support service for its driver-partners. This includes phone support, which is available from 7 am to 2 am AEST, 7 days a week, as well as on-site support at Uber Greenlight Hubs in select cities. Uber also provides a general support service for all users, which can be accessed via the Help Section of the Uber app or website. However, reviews of Uber's customer service are mixed, with some users reporting difficulties in making complaints or resolving issues.
| Characteristics | Values |
|---|---|
| Customer service availability | Phone support is available for driver-partners in Australia from 7 am to 2 am AEST, 7 days a week. |
| Contact number | 1300 091 272 |
| Email support | [email protected] |
| Live chat support | Available in the Help Section of the Uber for Business Dashboard |
| In-person support | Support is available at an Uber Greenlight Hub in select cities |
| Common issues | Difficulty reaching drivers, issues with refunds, problems with the app or website UI, unhelpful customer service representatives |
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What You'll Learn
Contact Uber Australia via phone, email or live chat
If you're an Uber driver-partner in Australia, you can contact Uber via phone, chat, or in person. Phone support is available from 7 am to 2 am AEST, 7 days a week, by calling 1300 091 272. Chat support is available for sign-up inquiries from Monday to Friday, 9 am to 7 pm. Additionally, select cities offer support on-site at an Uber Greenlight Hub; you can check if your city has a hub by looking up its address and operating hours online.
As a passenger, the fastest way to get support is to use the in-app support tool. To access this, click on 'Account' in the bottom right corner of the app, then 'Help' in the top left, and you will have the option to "Call Support".
For less urgent matters, you can also contact Uber via social media. Uber is responsive on Facebook and Twitter. For Twitter, tweet your question or concern at @Uber_support, keeping it brief, and they should get back to you within business hours. You can also message Uber via LinkedIn or Instagram.
Please note that Uber has a separate 24/7 emergency phone line for drivers who have been in an accident or experienced a serious safety or security issue. The number for this is 800-593-7069, but it is recommended that you call 911 first if you require immediate police or medical attention.
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Request a refund
If you are looking to request a refund from Uber in Australia, there are a few steps you can take. The process may differ depending on whether you are a customer or a merchant seeking a refund.
Customer refunds
If you are an Uber customer seeking a refund, there are several reasons why you might be entitled to your money back. The most common reasons for refunds include missing food, incorrect delivery addresses, cancelled orders, or spoiled food upon delivery.
To request a refund, go to the "Orders" tab in the app and choose the relevant order. Scroll down until you find the "Get Help" box and select the issue that best describes your situation. You will then be connected to a chatbot that will guide you through the refund process. In some cases, a human support agent will handle more complicated issues. It is recommended that you prepare any necessary details or evidence to support your refund request, such as descriptions of the situation or photos of the order. Uber Eats recommends placing the refund request within 48 hours of the order.
Once you submit your request, you will receive an automated confirmation, and the review process can take up to three business days or longer for more complex issues. If your request is approved, you will receive the full amount you spent, including Uber Eats fees. However, if your request is denied, you will receive an email explaining the reason for the denial.
Merchant refunds
If you are a merchant seeking a refund, disputes should be made by individuals with admin or manager-level access to Uber Eats Manager (UEM). Merchants can use the self-serve dispute tool in the UEM dashboard to dispute inaccurate order claims on a case-by-case basis. It is important to note that third-party services are not authorized to request refunds or resolve order issues, and login credentials should not be shared with anyone.
When an order is missing items or contains incorrect items, Uber may refund the customer and adjust the merchant's pay accordingly. Merchants can review the status of their dispute requests in the UEM dashboard and receive email updates. While not guaranteed, attaching photo or video evidence to support the dispute is recommended to ensure a smooth resolution.
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Report a driver
If you need to report an Uber driver in Australia, you have a few options.
Firstly, you can contact Uber Customer Support through the app or website. To do this, open the Uber app and tap on the menu icon in the top left corner. Select "Help" and then "Trip and Fare Review". Here, you can provide a detailed account of your experience, including when and where it occurred, and the driver's license plate number. If you have any photos or other evidence to support your report, be sure to include those as well.
If you are unable to resolve your issue through Uber's customer support, you can try using a third-party platform like Ajust, which helps Australian consumers resolve complaints with businesses. This platform can ensure your complaint has all the necessary information and is presented clearly to Uber.
In some cases, particularly if you feel threatened or unsafe, it may be appropriate to involve local law enforcement. Provide them with as many details as possible, including the driver's license plate number and any relevant photos or evidence.
It's important to note that, while some sources suggest posting about negative experiences online, this may not be the most effective way to resolve your issue and could potentially breach privacy laws. Instead, focus on following the proper channels for reporting and follow up with Uber or the relevant authorities if you don't receive a prompt response.
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Recover lost items
If you've lost an item in an Uber in Australia, there are several steps you can take to try and recover it. Firstly, try using Uber's lost item recovery feature through their app or website. Open the Uber app, go to "Help" > "Report an Issue" > "I lost an item." Write a detailed message about the lost item, including the driver's name, time of the trip, route, and any other relevant details. You can also try to contact the driver directly to see if they still have your item.
If you haven't been able to connect with the driver or they are not responding, you can contact Uber Support directly. You can do this by email, phone, or through the in-app chat or contact form. Be specific about the issue and include as much information as possible. If you are unable to access the driver's information through the app, you may need to involve the police. They may be able to formally request the driver's information from Uber.
It is important to act quickly and provide as much information as possible when trying to recover lost items from Uber. Keep records of your communications with Uber and the driver, and consider using social media to get a faster response from customer support.
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Complain about receiving emails containing other customers' personal information
If you have received emails from Uber that contain another customer's personal information and you wish to file a complaint, there are a few steps you can take. Firstly, you can reach out to Uber's customer support team through the app or website. This is generally the quickest way to get in touch with them. Here's how you can do this:
- Open the Uber app or website and log into your account.
- Go to the "Help" section, usually found in the menu options.
- Search for a relevant topic or simply type "complaint" or "privacy concern".
- Follow the prompts to describe your issue and submit your complaint.
When submitting your complaint, be sure to include as many details as possible, such as the date and time you received the email, any specific personal information that was disclosed, and any potential consequences you may have faced as a result of this privacy breach. Uber takes customer privacy very seriously, so they should respond promptly to your complaint and take appropriate action.
If you prefer, you can also contact Uber directly via their social media channels, such as Twitter or Facebook. These platforms often have dedicated customer support teams monitoring them and may be able to escalate your complaint more quickly. Again, be sure to provide as many details as possible when reaching out.
Finally, if you feel that your personal information has been compromised or that this incident has caused you significant harm, you may want to consider seeking legal advice or contacting the Office of the Australian Information Commissioner (OAIC). They handle complaints and enforce privacy laws in Australia, so they can provide guidance on your rights and potential avenues for redress. Remember, it is important to act promptly when dealing with potential privacy breaches, so don't delay in taking the steps outlined above.
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Frequently asked questions
You can contact Uber Australia's customer support by phone at 1300 091 272. Phone support is available from 7 am to 2 am AEST, 7 days a week. You can also reach them via live chat or email at [email protected].
Uber Australia's phone support is available from 7 am to 2 am AEST, every day of the week.
Uber Australia's email address for business support is [email protected].
