UBER COMMUNITY GUIDELINES
Australia and New Zealand
Our current Community Guidelines are live until 24 October 2019 (for riders, Uber Eats users, driver and delivery partners) and 9 November 2019 for merchants. You can access current versions of Uber Community Guidelines here and Uber Eats Community Guidelines here.
To read our upcoming Community Guidelines in detail, scroll down.
Our guidelines were developed to help make every experience feel safe, respectful and positive. They apply to everyone who uses any of our apps, including but not limited to driver-partners, riders, delivery partners, Uber Eats users, merchants and JUMP users. It also includes interactions you may have with Uber employees and contractors at Greenlight Hubs, through online support systems or over the phone.
Thank you for joining us to support and safeguard a welcoming environment.
The guidelines below help explain some of the specific kinds of behaviour we encourage on the app, as well as the behaviours that may cause you to lose access to the Uber apps. There may be unforeseen events which result in you losing access to the Uber apps, but these Community Guidelines provide the basis for behaviour we expect from all those using the Uber apps. Please take a moment to read them.
Guidelines for all of us
Everyone who signs up for an Uber account is required to follow Uber’s Community Guidelines. They reflect the following 3 pillars and the standards in each of these sections.
Treat everyone with respect
Our community is remarkably diverse and, chances are, you will encounter people who might not look like you or share your beliefs. The guidelines in this section help to foster positive interactions during every experience.
Help keep one another safe
We’re hard at work every day to help create safer experiences for everyone. Your safety drives us. That’s why these standards were written. In addition to following all of Uber’s Community Guidelines, you can also find some more standards just for Uber Eats under ‘Additional guidelines for Uber Eats’ below.
Follow the law
We’re committed to following all applicable laws and earning your trust, and we expect everyone who uses our apps to do their part and adhere to applicable laws and regulations, as well as airport rules and regulations where applicable.
Your feedback matters
If something happens, whether it’s good or bad, we make it easy for you to tell us. Our team is continuously improving our standards, and your feedback is important so that we can take appropriate action and keep our standards relevant as our technology evolves.
Treat everyone with respect
Treat your fellow Uber app users as you would like to be treated yourself: with respect. The actions you take while using the Uber apps can have a big impact on the safety and comfort of others. Courtesy matters. That’s why you are expected to exercise good judgment and behave decently towards other people when using the Uber apps – just as you would in any public place.
For example, always try to be on time for your ride or to pick up your delivery. It’s also common courtesy not to shout, swear or slam doors. And by tidying up after yourself – whether it’s taking your rubbish home or cleaning up a spilled drink – you’ll help keep your driver-partner’s car in good condition and help ensure the next person has a pleasant ride too. Most importantly, we believe that everyone should feel supported and welcomed when they use the Uber apps. You can best do this by respecting the differences of others. It’s also why we’ve created the following standards on physical contact, inappropriate conduct and sexual assault, threatening and rude behaviour, unwanted contact, discrimination and property damage.
Don’t touch strangers or anyone you have just met while using any of Uber’s apps. Hitting, hurting or intending to hurt anyone is never allowed, nor is any other physical contact with an unknown person you have met via the app.
Inappropriate conduct and sexual assault
We all value our personal space and privacy. It’s okay to chat with other people but it’s not ok to comment on someone’s appearance or personal circumstances. Be mindful that people may not appreciate being asked about their personal life, including about children, work, where they live or their relationship status.
Personal space and privacy should be respected at all times.
The following list provides examples of conduct that is inappropriate (that may also be considered sexual harassment), but is not exhaustive:
Behaviours and comments that could make people feel uncomfortable. Some examples include nudges, sexual gestures, whistles and winks. Don’t touch or flirt with people you don’t know.
Certain conversations that could be perceived as harmless can be offensive. Don’t comment on appearance, perceived gender identity or sexual orientation. Unrelated personal questions may offend, such as ‘Are you in a relationship?’ Avoid discussions about your own or someone else’s sex life, using explicit language or making jokes about sex.
Any sexual conduct. Uber has a no-sex rule. Sexual contact is prohibited while using the Uber apps, including during a trip or delivery, regardless of whether you know the person or they give you their consent. This includes activities such as sexual intercourse, solicitation of sexual intercourse, masturbation or touching and exposure of sexual body parts.
Sexual assault and sexual harassment of any kind is prohibited and may also be against the law. Sexual assault and misconduct refers to sexual contact or behaviour without explicit consent of the other person.
Threatening and rude behaviour
Aggressive, confrontational or harassing behaviour is not allowed. Don’t use language or make gestures that could be disrespectful, threatening or inappropriate. It may be a good idea to stay away from personal topics that can potentially be divisive, as these may be unlawfully discriminatory, like religion and political beliefs.
Contact should end when the trip or delivery is complete, unless it’s to return a lost item. Unwanted contact can be seen as harassment and includes for example, texting, calling, social media contact, visiting or trying to visit someone in person after a trip or delivery has been completed.
You should always feel safe and welcome. That’s why we don’t tolerate discriminatory conduct or behaviour.
It is unacceptable, and in some instances unlawful, to refuse to provide services because of characteristics such as disability (for example, because the rider has a wheelchair or a service animal), race, religion, national origin, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under applicable law.
It’s also unlawful to otherwise discriminate against a user because of these characteristics. This includes making comments about these characteristics, or rating another user – whether they’re an Uber Eats user, delivery partner, driver-partner, merchant or rider – based on these traits.
In addition, intentionally refusing or cancelling requests solely for the purpose of avoiding a particular neighbourhood due to the characteristics of the people or businesses that are located in that area is potentially unlawful discrimination and therefore not acceptable.
We want to help increase the transport options for riders with disabilities. That’s why we have information available for driver-partners, riders and Uber Eats users on this topic. You can go here to learn more about Uber’s commitment to accessibility. It is important that driver-partners understand their legal obligations in relation to the transport of riders with disabilities, including transporting service animals. You can learn more about Uber’s non-discrimination policy here.
Damaging property is never allowed. Some examples include damaging the car, bike, scooter or other mode of transportation requested through the Uber apps; breaking or vandalising a phone or tablet; intentionally spilling food or drink; smoking in a car; or vomiting due to excessive alcohol consumption or otherwise. If you damage property, you’re responsible for the cost of cleaning and repair fees, outside of normal wear and tear.
Help keep one another safe
Everyone has a role to play in helping to create a safe environment. That’s why we have standards on account sharing, account holder age and more.
Account sharing is not allowed. To use any Uber app, you need to register and maintain an active account. Don’t let another person use your account, and never share your personal details, including username, password or biometric data with anyone else.
People under the age of 18
You must be 18 years or older to have a rider, Uber Eats or JUMP user Uber account. Account holders can’t request a ride or delivery for someone under the age of 18 who will not be accompanied by either the account holder or another adult during the ride or when collecting the delivery. Account holders also can’t rent a bike or scooter to be used by someone under the age of 18.
If, as a driver or delivery partner, you notice at pickup or delivery that your rider or Uber Eats user looks under 18, you can decline the trip or delivery and report it to Uber. Refusing or cancelling a trip or delivery on this basis will not impact your driver or delivery partner rating.
When ordering items, children are also not allowed to use an adult’s Uber Eats account by themselves. All deliveries to schools should be made through the school reception, unless otherwise directed by the school.
When driving with Uber, no one other than the requesting rider and the rider's guests are permitted in the vehicle. When riding with Uber, the account holder is responsible for the behaviour of their entire party. If you request a ride or a delivery or rent a bike or scooter for another adult, even if you don’t know them, you’re held responsible for their behaviour during their trip or at delivery.
For an easy pickup or delivery, the Uber apps give riders and Uber Eats users identifying information about driver and delivery partners and their vehicles, including their licence plate number, vehicle make and model, profile picture and name. Inaccurate or outdated information creates confusion among riders and Uber Eats users and can diminish their experience using the Uber apps.
Driver and delivery partners must take trips and deliveries using only approved vehicles. To provide accurate information, let us know your vehicle information and any updates to your documentation that may become invalid, like a driver’s licence that’s about to expire.
Helmets for bikes, motorcycles and scooters
For your safety, when riding a bike, motorcycle or scooter, find a helmet that fits well. Helmets can help protect you when worn according to the manufacturer’s instructions, such as sitting low on your forehead and fitting snugly under your chin.
For your safety, you are also responsible for ensuring you are compliant with local road rules and laws that relate to riding a bike such as requirements for lights and bells. You can go here to learn more.
Being out on the road means doing your part to help keep yourself and others safe. This means keeping your eyes on the road, being well rested and watching for situations that may require quick action. The law requires you to drive safely and this includes assessing your level of fatigue prior to logging on, and throughout your driving time. Other activities you may have been doing during the day or night can contribute to fatigue. Remember, the only true preventative measure against fatigue is sleep. We review reports of potentially unsafe driving behaviour and take action accordingly.
Proper maintenance and upkeep
Driver and delivery partners must ensure their motor vehicles meet roadworthiness requirements, including that brakes, seat belts and tyres are in good operating condition. This means maintaining your vehicle according to industry safety and maintenance standards. Delivery partners are expected to maintain their bike or e-bike in a safe condition in line with manufacturer's recommendations.
If you are involved in a road accident, we may restrict your access to the Uber app while we review whether the vehicle continues to meet roadworthiness requirements.
Safe roads, safe footpaths, safe pickups
We must all practice safe behaviour on the roads and footpaths, which includes looking out for all travellers and partners, regardless of how they get around and work.
As a JUMP rider, follow the rules of the road, use hand signals, give way to pedestrians and avoid parking on accessibility ramps or in a way that blocks pedestrian traffic.
Merchants should provide a safe area for order pickups.
Additional guidelines for Uber Eats
In addition to following all of Uber’s Community Guidelines, the standards below apply to orders and deliveries with Uber Eats.
Proper handling of food orders
Merchants are expected to meet all relevant licensing requirements and all other food laws and regulations – including food safety and hygiene regulations – and industry best practices and Uber policies. Merchants must maintain valid licences and/or permits.
Many prepared foods are perishable and can cause illness if not properly handled. Such foods can be potentially hazardous if not maintained under the proper time and temperature controls prior to pickup.
To help ensure that food reaches Uber Eats users safely, merchants are encouraged to seal packages in tamper-evident packaging ahead of delivery. Merchants are expected to act responsibly on information provided by Uber Eats users related to food allergies, intolerances or other dietary restrictions and reject order requests with which they cannot comply.
Proper delivery of orders
Merchants may outline certain delivery guidelines that promote food safety, adhere to regulatory guidance or accommodate Uber Eats user dietary restrictions. For example, merchants may notify a delivery partner to keep halal and non-halal food separate. Delivery partners should always follow such guidelines from merchants.
An insulated bag can make for a better Uber Eats user experience. Deliveries by bicycle may benefit from a more specialised bag to protect food from movement and weather conditions.
Delivery partners should deliver orders safely and in accordance with relevant safety standards and any delivery guidelines provided by merchants. For example, don’t tamper with or open packaging during delivery. This can lead to foreign matter in food, which may pose a significant food safety risk for Uber Eats users.
Sellers of alcohol items are expected to meet all relevant licensing requirements and to follow all liquor regulations and industry best practices. Sellers of alcohol items must maintain valid liquor licences and/or permits.
All orders that contain alcohol must comply with any applicable laws and restrictions on off-premise alcohol delivery and hours of service. Only Uber Eats users who are the legal age to buy alcohol (18+), and are not intoxicated, can order and receive alcohol deliveries where available. Uber Eats users will be asked to show government-issued photo IDs to verify age and identity when an alcohol delivery arrives. If the Uber Eats user does not have a valid government-issued photo ID, or appears intoxicated, the alcohol portion of the order will not be able to be delivered and may be returned to the seller at the Uber Eats user’s expense. Uber Eats users may not place an order that includes alcohol to be delivered to a public location where open containers are prohibited, or to any other areas where possession or consumption of alcohol is prohibited by law.
Sellers and delivery partners are prohibited by law from selling and delivering alcohol to Uber Eats users under the local legal drinking age. Merchants and delivery partners are responsible for following local requirements for alcohol delivery, which often include asking Uber Eats users to show their ID to verify age and identification, refusing delivery if an Uber Eats user is underage or appears intoxicated and returning alcohol that is undeliverable to the merchant. Merchants may be asked to accept returns of alcohol items that are undeliverable for any reason.
Creating a positive experience for delivery partners and Uber Eats users
It’s important for merchants to treat delivery partners and Uber Eats users with respect.
Merchants should fulfill the correct items in their Uber Eats user’s order. When an Uber Eats user receives missing or wrong items it can lead to a poor experience.
Long preparation times, long delivery partner handoff times (the amount of time it takes for the delivery partner to get in and out of the merchant with the order, including wait time) and high cancellation rates also create a negative experience for Uber Eats users and delivery partners.
If these metrics, or others, are significantly worse than the average for your city they may negatively impact other parties’ experiences with the Uber Eats app. Merchants that don’t meet the minimum standards for their city may lose access to the Uber App. If your metrics are below the minimum standard we will let you know. Merchants can monitor their own metrics anytime by signing into their Restaurant Manager portal, and may reach out to our team with any questions or concerns.
Merchants may only offer for sale items expressly contemplated under their agreement with Uber. Regulated or illicit items, and over-the-counter medications are not allowed to be offered on a merchant’s Uber Eats menu. Uber may remove from – or otherwise limit your ability to post to – a merchant’s Uber Eats menu any items Uber deems prohibited, inappropriate or offensive.
Follow the law
We have standards based on applicable laws and regulations that everyone must follow. For example, using the Uber apps to commit any crime or to violate any other law is strictly prohibited.
Seat belts and car seats
Every rider, driver and delivery partner using a vehicle must always buckle up. Driver-partners are required by law to ensure each passenger has a seat belt. They must decline a ride if there are not enough seat belts for every passenger in their car.
Driver-partners and riders should comply with applicable laws when travelling with infants and small children. When riding with children, it’s the rider’s responsibility to provide and fit a suitable car seat. Children aged 12 and under should travel in the back seat.
Follow all laws
Everyone is responsible for knowing and obeying all applicable laws, including the rules of the road such as speed and traffic laws, food and food handling, and airport rules and regulations when at the airport, at all times when using the Uber apps.
All relevant licences and accreditation requirements must be kept up to date. For example, all driver and delivery partners using a vehicle are required by law to maintain a valid driver’s licence, insurance and vehicle registration. For ridesharing, this also includes meeting the applicable regulatory requirements for rideshare or for-hire drivers in your area. We review reports of collisions or traffic citations that may have happened during a trip or delivery, and other reports that may indicate poor, unsafe or distracted driving, while using the Uber apps. Local rules about parking may limit where you can park your vehicle when picking up orders, making deliveries or waiting for riders to arrive. For example, stopping in bike lanes or blocking accessibility ramps may violate the law.
For riders and Uber Eats users, let your driver or delivery partner handle the driving. For example, don’t touch the steering wheel and don’t tamper with the gear stick or other controls that are used to operate a vehicle. Don't ask a driver or delivery partner to speed or to make illegal stops, drop-offs or manoeuvres.
When riding a bike or scooter, be mindful of local regulations and rules when riding and parking; you can check your relevant government’s website for applicable laws. Following local rules of the road usually requires you to yield to pedestrians, ride in the direction of traffic, signal if you’re planning to change direction and come to a complete stop at red lights and stop signs.
The law requires that driver-partners must provide rides to anyone with a service animal. Knowingly refusing a rider a trip because of their service animal may result in permanently losing access to the Uber apps. By law, this is true even if a driver-partner has allergies, religious objections or a fear of animals.
By law, a driver-partner is only allowed to ask a rider two things about a service animal: if the animal is required because of a disability, and what work or task the animal has been trained to perform. By law, a driver-partner can request documentation from a rider if a service animal is not easily identifiable as one. You can learn more about our service animal policy here.
Drugs and alcohol
Drug use and open containers of alcohol are never allowed while using the Uber apps.
If you’re a driver or delivery partner, by law, you cannot drive or cycle while intoxicated. The law prohibits driving or cycling while under the influence of alcohol, drugs or any other substance that impairs your ability to safely operate a vehicle. If you encounter a rider who is too drunk or rowdy, you have the right to decline the trip for your own safety.
If you’re a rider and you have reason to believe your driver may be under the influence of drugs or alcohol, ask the driver to end the trip immediately. Then exit the car and call 000/111. Once you have left the vehicle, report your experience to Uber.
Never ride a bike or scooter while under the influence of alcohol, drugs or any other substance that impairs your ability to safely operate a bike or scooter.
Riders and their guests, as well as driver and delivery partners, are prohibited from carrying weapons while using the Uber apps, to the extent permitted by applicable law.
Fraud and theft
Intentionally falsifying information or assuming someone else’s identity, for example when signing in or undergoing a security check, is against the law and isn’t allowed. It is important to provide accurate information when reporting incidents, creating and accessing your Uber accounts, disputing charges or fees, and requesting credits. Only request fees or refunds that you’re entitled to, and use offers and promotions only as intended.
Fraudulent activity may also include, but not be limited to: deliberately increasing the time or distance of a trip or delivery for fraudulent purposes or otherwise; accepting trip, order or delivery requests without the intention to complete, including provoking riders or Uber Eats users to cancel for fraudulent purposes; creating dummy accounts for fraudulent purposes; claiming fraudulent fees or charges, like false cleaning fees; intentionally requesting, accepting or completing fraudulent or falsified trips or deliveries; claiming to complete a delivery without ever picking up the delivery item; picking up a delivery item but retaining all or a portion of the item and not delivering the entire order; actions intended to disrupt or manipulate the normal functioning of the Uber apps, including manipulating the settings on a phone to prevent the proper functioning of the app and the GPS system; abusing promotions and/or not using them for their intended purpose; disputing charges for fraudulent or illegitimate reasons; creating improper duplicate accounts; or falsifying documents, records or other data for fraudulent purposes.
Delivery partners should never touch, take or eat any part of an order – this is considered theft and may result in loss of access to the Uber apps.
Street hails and other unacceptable activities
To enhance the safety of each experience, off-app pickups are prohibited. The law also prohibits street hails or touting while using the Uber apps, so never solicit or accept payment outside the Uber system. Riders and Uber Eats users should not pay for trips or deliveries in cash, and riders should not request trips from drivers outside of the Uber system.
Driver and delivery partners should not use unauthorised or third-party items – such as lights, placards, signs or similar items bearing Uber’s name or trademark – as it may confuse riders or Uber Eats users.
Use of cameras or other video or audio recording devices
Local laws may allow users of the Uber apps to choose to record all or part of a trip or delivery to the extent permitted by applicable laws, including to document an issue that they may wish to report to Uber or a relevant authority. Applicable local laws or regulations may require any individual using recording equipment to notify and/or obtain consent of anyone being recorded. Additional regulations may also apply in your location, so please check this carefully. It is your responsibility to comply with any such regulations if you decide to use a camera or other video or audio recording device in your vehicle.
Broadcasting a person’s image, audio or video recording in breach of privacy or surveillance laws is not allowed.
Your feedback matters
If something happens, whether it’s good or bad, we make it easy for you to tell us. Our team is continuously improving our standards, and your feedback is important to keep our standards relevant as our technology evolves. We encourage users to rate their experience at the end of each trip or delivery. Honest feedback helps create a respectful, safe environment. And if something happens we encourage users to report it. We take reports seriously and take action as appropriate. We respect and value your privacy when making a report. To report, you can tap ‘Help’ in the app or visit help.uber.com so that our support team can follow up. In case of an emergency or if you find yourself in immediate danger, alert your local authorities or emergency services before notifying Uber.
Across all our apps, partners, Uber Eats users, riders and merchants can give and receive ratings, as well as give feedback on how the trip went. This feedback system improves accountability and helps create a respectful, safe and transparent environment for everyone. Driver and delivery partners can see their current rating in the Feedback section of the app. Merchants can find their Uber Eats user and delivery partner rating by signing into Restaurant Manager. Riders can see their rating displayed under their name by opening the app and touching the menu.
There is a minimum average rating in each city. This is because there may be cultural differences in the way people in different cities rate each other. Driver-partners, riders, delivery partners or merchants that don’t meet the minimum average rating for their city may lose access to the Uber app. If your rating is lower than the minimum average rating in your city, we will let you know. We will also let you know if your rating is approaching this limit and may share information that may help you improve your rating.
If you are a driver-partner or a rider, your rating is an average rating based on your last 500 rated trips, or from the total number of rated trips if you haven’t had 500 rated trips yet. If you are a delivery partner, your rating is based on the average of the last 100 ratings from Uber Eats users and merchants, or once you receive at least 10 ratings, the average of all ratings if Uber Eats users and merchants have not provided 100 ratings.
If you’re looking to keep your average rating high, it’s helpful to be courteous and respectful to all people while using the Uber apps. Driver-partners and delivery partners using the Uber apps typically provide excellent service to their riders and Uber Eats users, and most riders and Uber Eats users are courteous and respectful, so most trips and deliveries run smoothly. But we know that sometimes a trip or delivery doesn’t go well – that’s why your rating is an average rating.
If you believe an error caused you to lose access to your account, you may contact the Uber support team. As a rider, if you lose access to your Uber account, you will not be able to access either the Uber rider app or the Uber Eats app, nor will you be able to book JUMP bikes or scooters.
If you’re a driver-partner and you lose access to your Uber account for a low star rating, you may have the opportunity to get back on the road if you meet eligibility requirements and provide proof that you’ve successfully taken a quality improvement course. Check with your local Uber team or help.uber.com to find out more.
Delivery, order, and trip acceptance
If you’re a delivery or driver-partner and you don’t want to accept delivery or trip requests, you can just log off. If you’re a merchant, use the ‘Pause New Orders’ feature or make specific items unavailable. This helps keep the system running smoothly for everyone.
For delivery partners, driver-partners and merchants, if you consistently decline consecutive trip or order requests in a row, our technology may assume you have forgotten to log out, and you may be temporarily logged out. However, you are free to log back in at any time you wish to begin confirming availability for trips again.
How Uber enforces our guidelines
Uber receives feedback through a variety of channels, reviews reports submitted to our support team that may violate our Community Guidelines, and may investigate through a specialised team. If we are made aware of potentially problematic behaviour, we may contact you so we can look into it. We may, at our sole discretion, also put a hold on your account or turn your account inactive until our review is complete.
Not following any one of our guidelines may result in the loss of access to your Uber accounts. This may include certain actions you may take outside of the app, if we determine that those actions threaten the safety of the Uber community, our employees and contractors or cause harm to Uber’s brand, reputation or business. And if the issues raised are serious or a repeat report, or you refuse to cooperate, you may lose access to the Uber apps. Any behaviour involving violence, sexual misconduct, harassment, discrimination or illegal activity while using the Uber apps can result in the immediate loss of access to the Uber apps. Additionally, when law enforcement is involved, we will cooperate with their investigation in accordance with our Law Enforcement Guidelines.
Lastly, all driver-partners and delivery partners wanting to use the Uber apps undergo a screening process, including motor vehicle record and background checks. A driver or delivery partner will lose access to their Uber account(s) if a routine motor vehicle record check, background check or other check uncovers a violation of Uber’s Community Guidelines or other criteria required by local regulators.
To read more about our Community Guidelines, go here.
Last updated: October 10, 2019