When a Member makes a Complaint or raises a Member Dispute, they will be given an
approximate timeframe for our resolution of, or response to, the issue. We will inform
Members of the progress of their Complaint or Member Dispute regularly, especially if there
are any delays or changes to the timeframe that has been agreed.
Members will be informed of any changes to our services as a result of their Complaint.
Where appropriate, customers who have had a Complaint resolved will be contacted at a
later date to see if they are happy with how their Complaint was handled.
RESPONDING TO COMPLAINTS
All people making a Complaint will be treated with courtesy. Where possible, Complaints will
be resolved at the first point of contact.
SERVICE COMPLAINTS
If appropriate to the Complaint, frontline staff can offer driving credit or reimbursement to
resolve a complaint immediately. Complaints will still be recorded.
If the Complaint can’t be resolved immediately, the Member will be given a timeframe, a
contact person and details of our Complaint handling process. Where possible, the staff
member taking the complaint details will be the contact person.
MEMBER DISPUTES
In the event of a Member Dispute:
● Members are encouraged to discuss the issue directly with each other and attempt to
resolve it to the satisfaction of both. Members can find the email address and phone
number of an Owner whose car they have booked, or a Borrower who has booked
their car, through ubercarshare.com.
● If the Members are unable to resolve the issue within a reasonable time, then either
may notify Uber Carshare. Uber Carshare will contact both Members to hear both
sides of the story and gather information about the circumstances leading to the
dispute;
● Uber Carshare will try to help the Members involved to reach a fair resolution to the
dispute; and
● If the Members involved are still unable to reach an agreement to resolve the
complaint within a reasonable time, or are unsatisfied with the resolution suggested
2
Lvl 30, 580 George St, Sydney NSW 2000
02 8035 8000
members@ubercarshare.com