How to file a complaint and get quick results from Uber
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.
Got an issue with Uber? Send your complaint instantly!
Real Uber complaints and how they were 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.
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