DISPUTE RESOLUTION POLICY
Last Modified: January 2024
GOALS OF THE POLICY
Uber Carshare is committed to consistent, fair and confidential handling of Complaints and
Member Disputes and to resolving them as quickly as possible.
We aim to make it easy for Members to make a Complaint if they are dissatisfied with the
Uber Carshare service or raise a Member Dispute if they are aggrieved by the actions of
another Member.
DEFINITION OF COMPLAINTS AND MEMBER DISPUTES
Complaints are defined as any expression of dissatisfaction or grievance made to staff by a
Member in relation to the service provided by Uber Carshare.
Member Disputes are defined as a grievance between two or more Members in relation to
their use of the service.
MAKING COMPLAINTS
Members may make a Complaint by calling (02) 8035 8000 or sending an email to
member@ubercarshare.com
RECORDING MEMBER DISPUTES AND COMPLAINTS
All Member Disputes raised or Complaints made, verbal or written, will be recorded in the
Uber Carshare Customer Service Log at the time the complaint is made, or as soon as
possible afterwards.
When taking a complaint or Member Dispute, staff will record the name, Member ID number
and contact details of the Member, as well as full details of the Complaint or Member Dispute
including the date. Details of all communication with the Members involved and any actions
to resolve the Complaint or Member Dispute will be recorded in the same place.
Recorded Complaints and Member Disputes will also be monitored for any ongoing trends
by management and efforts made to resolve any ongoing issues.
INFORMING CUSTOMERS OF PROGRESS
We strive to resolve all Complaints as quickly as possible. Written Complaints will be
acknowledged promptly.
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
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Lvl 30, 580 George St, Sydney NSW 2000
02 8035 8000
members@ubercarshare.com
by Uber Carshare, then Uber Carshare will refer the Members to the Community
Justice Centres (in NSW) or the Dispute Settlement Centre of Victoria (in Vic) for
mediation of the dispute.
ESCALATION OF COMPLAINTS
If a complaint cannot be resolved by the usual complaint process, it should be referred to the
Head of Member Experience and the customer will be informed and given an amended
timeframe for resolution.
If we cannot resolve the complaint to the Member’s satisfaction, we will:
offer to refer the issue to the Community Justice Centres in NSW or the Dispute
Settlement Centre of Victoria (in Vic); and
inform the Member about where they can take further action (such as the NSW
Office of Fair Trading, AFCA, or Consumer Affairs Victoria.
COMPLAINTS RELATING TO MOBILITY MUTUAL
If a complaint relates to cover provided under Mobility Mutual Trip Cover or
Between-Booking Cover, please refer to the Mobility Mutual Complaints Management Policy.
If you are not satisfied with the response, you can lodge a complaint with the Australian
Financial Complaints Authority.
Australian Financial Complaints Authority Limited
GPO Box 3
Melbourne VIC 3001
Phone: 1800 931 678
Fax: (03) 9613 6399
Email: info@afca.org.au
Website: https://www.afca.org.au/
REVIEW OF DISPUTE RESOLUTION POLICY AND PROCEDURES
Uber Carshare is committed to continuous improvement. This policy will be reviewed
regularly for effectiveness and updated when necessary, including when the service is
provided in other States and Territories.
This Dispute resolution policy is supported by the team at Uber Carshare. We commit to
providing this policy to all staff and displaying it on our website for Members.
3
Lvl 30, 580 George St, Sydney NSW 2000
02 8035 8000
members@ubercarshare.com