Escalating your issue - our Dispute Resolution Policy

How we work with general disputes

We're committed to the fair, timely and confidential handling of issues. We aim to make it easy for members to raise their concerns if they are dissatisfied with our service. Complaints can be made by calling us or by submitting a ticket.

If you make a complaint, we'll record the details and give you an approximate timeframe for our resolution of, or response to the issue. We'll keep you regularly informed of progress.


If a frontline staff member is unable to resolve the complaint to your satisfaction, then you can ask to have it referred to a senior or team leader. If this still doesn't resolve your complaint, you can ask to have it escalated to the Internal Dispute Resolution (IDR) Committee.


If, after exhausting our internal review process, you haven’t agreed on a resolution with us, then we'll direct you to the appropriate external dispute resolution service. This will depend on whether your complaint is in relation to Uber Carshare or cover provided under Mobility Mutual. 


For more information, read our Dispute Resolution Policy.

Repair case escalations

If you have an issue with how your Repair Case has been handled or disagree with a decision related to your case, we'll follow these steps to get the situation resolved.  

Step 1: Email your Repair Specialist and ask to have your case reviewed by a Senior Damage Specialist.

Step 2: If the Senior Repair Specialist is unable to resolve your complaint, then you can ask to have it reviewed by the Repair Manager.

Step 3: If the Repair Manager is unable to resolve your complaint, then you can ask to have it reviewed by our Internal Dispute Resolution (IDR) Committee (read more above).

 

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