Uber Cash Public Complaints Policy

Your feedback matters

In order to ensure a high standard of product and service delivered in the Uber Cash¹ offering, Uber Pacific Pty Ltd (also referred to as Uber or Uber Australia) welcomes your feedback and complaints which help us put things right. If you are ever unhappy about something we have done – or perhaps not done – please give us the opportunity to put things right.

How to make a complaint

You can provide us with your feedback or complaint by contacting us as follows:

📲 Prompted requests for contact in the app

💻 Uber’s website (https://help.uber.com/)

How we will deal with your complaint

Acknowledgement

When we receive your complaint, we will acknowledge your complaint within 1 business day of receipt or as soon as reasonably practicable.

Investigation of your complaint and our response

We will attempt to resolve your complaint immediately and will usually aim to do this within 5 business days. We may request for you to provide us with more information to assist with our investigation.

We will provide you with our written response and reasons for the outcome of your complaint (i.e. Internal Dispute Resolution Response also referred as “IDR Response”) at the latest, within 30 calendar days. Our IDR Response will also inform you of your right to escalate your complaint to the Australian Financial Complaints Authority (AFCA).

If we reject your complaint, our IDR Response will:

• Identify the issues you raised in your complaint;
• Set out our findings, making reference to the relevant information; and
• provide reasons for our decision for you to be able to decide whether to escalate the complaint to AFCA.

We are not required to provide you with an IDR Response if:

• Your complaint is resolved to your complete satisfaction within 5 business days, and you have not requested an IDR response; or
• Within 5 business days of receiving your complaint, we have given you an explanation and/or apology in circumstances where we cannot take any further action to reasonably address your complaint.

If you’re still unhappy

If you are not satisfied with our response or handling of your complaint, you can contact the external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA).

AFCA is not part of Uber. AFCA provides a free and independent service to resolve complaints by consumers and small businesses about financial firms, where that complaint falls within AFCA’s terms of reference. The contact details for AFCA are set out below:

• Online: www.afca.org.au
• Email: info@afca.org.au
• Phone: 1800 931 678 (free call)
• Post: GPO Box 3 Melbourne VIC 3001

¹ Uber Cash is a form of value available to pay or part-pay for Transactions using your wallet. It comprises of (i) top ups made by a User using Gift Card; (ii) Appeasements and (iii) Promo Credits provided to User by Uber, a Third Party Provider or a third party and issued by Uber.