Change starts with your voice
Back in December we asked every single person that chooses to earn using our platform in Australia and New Zealand to tell us what they thought about their Uber experience. With almost 20,000 responses, we’re committed to making meaningful changes based on the feedback – starting today.
Here's what you said
What's working well
Survey question: Overall, how would you rate your driving or delivery experience with the Uber app in the following areas?
What you want us to improve
Survey question: Overall, how would you rate your driving or delivery experience with the Uber app in the following areas?
With your voice as our guide, we’re making changes to improve your experience – here’s how it starts:
Improving customer support
By May 2021, every driver-partner in Australia and New Zealand will be able to reach customer support by phone so you can get the answers you need, right away.
We’re also improving the experience of our live chat support for delivery people over the next few months – keep an eye out.
Introducing the Uber Australia Advisory Forums
You want us to keep the dialogue going, so we’re introducing a first-of-its-kind permanent forum in Australia to make sure that we continue to listen to your feedback, gather your ideas for solutions and give you a seat at the table. Driver-partners and delivery people who are interested in participating in this Forum will meet with leaders across the Uber team and work together to build the future of Uber. You’ll hear more from us in the next few weeks.
More transparency around account access
We’re publishing the reasons why someone might lose access to their account, as well as information on what they can do about it. We’ve also set up an enhanced review process to make sure anyone can raise a concern if they believe they incorrectly lost access to their account, and that we’ll review and resolve their request within 48-72 hours.
While this might not impact many people, we want to make sure that those who rely on our platform to earn have all the resources they need to keep their account access.
This is just the first step
We know that we have more to do, and today’s announcements are only the beginning. Throughout the course of the year, we’ll continue to work on the improvements that you asked for in order to move forward together. Thank you for choosing to be a part of the Uber community.
About