Had an issue with Uber? Get a real response.
How to submit a complaint with Uber
The fastest way to contact Uber about a complaint is through the app: tap “Help,” pick your trip, and follow the prompts to report an issue. If you’re unable to access the app, visit help.uber.com to file online.
For serious issues, the in-app emergency feature or 000 is recommended. Social media support (Twitter, Facebook) is a last resort (private message only).
Keep ride details handy and screenshot any errors for a smoother process.
- Most Uber complaints receive a response within 24 hours.
- Simple fare or billing issues are often resolved the same day via the app or email.
- Safety concerns or account-related problems can take up to 5 business days.
- Escalated issues are assigned to a specialised team for further handling.
- All communication is managed through the app’s “Support Messages” section.
- Each case is given a tracking reference number.
- If the initial resolution isn’t satisfactory, replying and following up is encouraged.
Common complaints against Uber
Australian riders most frequently complain about:
- Fare disputes (e.g. unfair cancellation fees, surge pricing surprises).
- Driver conduct (unsafe driving, rudeness, route manipulation).
- Cancellations & delays, especially when riders are still charged.
- Support frustrations, particularly around lack of human contact.
- App glitches like pickup errors and promo bugs.
- Uber Eats issues (missing items, cold food, refund delays).
These are consistent pain points across platforms like ProductReview and Reddit.
Complaints submitted through Ajust
I was denied Uber rides for two years without being told I’d violated any policy. I bought a $100 gift card just to try to get to a business trip, but even that was refused. It’s unfair and feels like discrimination when I can’t get a clear answer or my money back. - Kevin
My scheduled ride to the airport was accepted, then the driver passed my house, cancelled without warning, and left me scrambling. I had to drive myself and pay $150 for parking. It’s unacceptable to be left stranded right before a flight. - Nat
One driver refused to turn on the air conditioning or open the windows on an extremely hot day, then became aggressive and used racist insults before forcing us out mid-traffic. I’ve never felt so unsafe using a rideshare. - Jay
I lost my wallet in an Uber, confirmed with the driver that he had it, yet days of follow-ups through the app have gone nowhere. Support replies every two days without progress, and I still don’t have my wallet back. - Marcus
How other consumers Uber complaints got resolved
Unauthorized Charge: A Sydney rider spotted a mystery charge. Uber reversed it within 48 hours and secured her account.
Cancellation Chaos: A Brisbane user was charged despite no-shows. A refund and ride credit were issued the same day.
Unsafe Driver: A Melbourne rider reported texting behind the wheel. The driver was deactivated and the customer received a $20 credit.
Still unresolved? Here’s what to do:
- Ask for escalation in the support thread. Use keywords like "safety issue" or "financial loss".
- Try another channel like Twitter, Facebook, or even the Driver Support line (1300 091 272).
- Clarify your expectations in writing: refund, apology, account fix.
- Persistence works: Uber’s records show your history and multiple attempts often lead to action.
If Uber’s internal process fails:
- ACCC: Report misleading conduct or systemic breaches (not one-off disputes).
- Fair Trading (NSW, VIC, QLD etc.): Escalate individual refund or service issues.
- Transport Regulators: Report serious safety or compliance problems.
- AFCA: Handles issues related to Uber Cash, refunds involving payment platforms.
- Small Claims Courts: Final step for unresolved, financially impactful disputes.
📎 Pro Tip: Keep all evidence (dates, messages, screenshots) for any external escalation.
- Uber Help Center (Australia) – Lodge complaints, refunds, lost items.
- Uber App “Help” – Best for trip-related issues and fastest responses.
- @Uber_Support on Twitter – Direct Message for quick social support.
- ACCC Consumer Complaints – Report breaches of consumer law.
- State Fair Trading Sites (e.g., NSW Fair Trading) – For service complaints.
- AFCA: www.afca.org.au, 1800 931 678 – For refund/payment disputes involving Uber Cash.
Uber Complaints FAQs
What’s the fastest way to submit a complaint to Uber in Australia?
The quickest way to lodge a complaint with Uber is through the app’s Help section. This direct route links your issue to a specific trip and speeds resolution. If you can’t access the app, you can submit online via help.uber.com. Keep ride details, screenshots, and receipts handy to make the process smoother and avoid delays. Using the in-app option typically ensures your complaint is seen and tracked immediately.
How long does Uber take to respond to complaints?
Most Uber complaints get a reply within 24 hours, with simple billing issues often resolved the same day. Safety or account concerns can take up to five business days. Escalated cases are handled by specialised teams and tracked in the app’s Support Messages. Replying to follow up is encouraged if the first outcome isn’t satisfactory. Always keep your tracking number to speed further communication.
What are the most common Uber complaint types in Australia?
The top Uber complaints include fare disputes, driver behaviour, cancellations with charges, poor support, app glitches, and Uber Eats delivery problems. These issues often frustrate riders due to unexpected costs or poor service experiences. Knowing these common pain points can help you frame your complaint clearly and provide relevant evidence for a faster resolution.
How can I escalate an unresolved Uber complaint?
If Uber’s initial response doesn’t solve your problem, request escalation in the support thread and state the impact, such as safety concerns or financial loss. You can also try alternative channels like Twitter, Facebook, or the driver support line. For serious or ongoing issues, contact regulators such as Fair Trading, the ACCC, or AFCA. Keep all messages, receipts, and screenshots as evidence before approaching external bodies.
You’ve done your part, now it’s time to hold Uber accountable.
Take the final step and submit a complaint that gets seen and responded to.