uberASSIST: Expanding Transportation Options

Since 2010, Uber has evolved the way people move, facilitating more than a million trips each day in over 600 cities around the world through our smartphone app.

In May 2015, Uber Australia launched a new service from our driver-partners that allows those needing an extra hand to request safe and reliable rides. It’s called uberASSIST. 

uberASSIST is designed to provide additional assistance for members of the community with different accessibility needs. With uberASSIST, our top driver-partners receive specific training from the Australian Network on Disability, on the necessary knowledge and safety requirements of people with different accessibility needs and can accommodate folding wheelchairs, walkers, and collapsible scooters. Note: uberASSIST vehicles do not have accessible ramps or lifts.

“Uber is working hard to make it easier and more affordable for people to get around their city. With uberASSIST, our driver-partners are helping to extend that convenience to those with different accessibility needs,” said David Rohrsheim, Uber General Manager ANZ.

The uberASSIST training has been developed by the Open Doors Organisation (USA) and in consultation with the Australian Network on Disability.

A.N.D. Chief Executive Suzanne Colbert said, “The Australian Network on Disability welcomes the uberASSIST service which will expand the transport options for many people with disability.  It’s great to see Uber’s focus on drivers knowing how to say and do the right thing to welcome riders with disability.  We are proud that Uber has joined the Australian Network on Disability alongside other great Australian organisations to welcome people with disability as riders and drivers.” 

Uber does not accept anonymous rides or street hails. Only those who have registered their name, mobile number and payment details are able to access the app.

When an Uber rider requests a ride through the app they are provided with the name, photograph and vehicle plate number of the driver and can track the driver’s route on the map.

Plus, you can contact your driver directly via phone or SMS through the Uber app.

All driver-partners are required to undergo criminal background and driving history checks before they can provide any rides. Driver-partners who do not meet our high standards are not permitted on the platform.

Vehicles of driver-partners are inspected by a third party accredited vehicle inspection company and must be a four-door model that is no older than nine years. Additional standards apply for uberASSIST vehicles to meet the needs of riders using the service (appropriate height, ease of access, storage capacity, etc.).

The Uber app pinpoints your location. You can request a ride from anywhere, track the arrival of your driver-partner on the map, and get notified when the car arrives.

GPS-enabled maps allow you to track your driver-partner’s location and provide trip details in real-time. Through the Share My ETA feature, you can even share your journey in real time for friends and family to keep track of your ride and safe arrival.

From pick-up to drop off, your ride is covered by a commercial insurance policy.

No cash changes hands on an Uber trip. All payment details are pre-registered and automatically billed at the end of the trip. Plus, uberX is up to 30-40% cheaper than a taxi and does not charge credit card fees.

Fare estimates are available on request in the app. In the event that someone is mis-charged for any reason, Uber’s support team system ensures that a fare can always be recalculated to reflect your fare quote.

At the end of every trip both the rider and the driver are required to rate each other out of five stars which contributes to the rider and driver’s overall rating. If a driver-partner scores a low rating and does not improve they will be deactivated from the Uber system. This ensures an ongoing quality control check that delivers excellent customer service and rider satisfaction.

Uber provides 24/7 support. Let us know if you have lost something or have any questions. We’re always here to help. Find out more about Uber’s safety standards.