When you book an Uber, the questions should be straightforward: when will it arrive, how much will it cost, and will the driver want to discuss cryptocurrency?
Feeling safe should be a given.
Now, Slater and Gordon is investigating a potential Australian class action on behalf of women who report sexual assault, harassment or misconduct involving Uber drivers.
The investigation will examine driver screening, monitoring, safety training and how complaints were handled. It concerns Uber’s systems and responsibilities, rather than claims against individual drivers.
An important distinction: no Australian class action has commenced at this stage, and no finding of liability has been made in the proposed proceedings.
An investigation is the beginning of asking questions, not a court delivering answers.
Uber says it takes every sexual assault report seriously and has invested billions of dollars in safety. It says it continues strengthening its technology, policies and procedures.
Those measures deserve examination alongside passengers’ accounts.
Because a safety commitment needs to work beyond the paragraph where the company says safety is its priority.
The app can calculate a fare, locate a vehicle and tell you your driver is three minutes away for approximately twelve minutes.
The harder test is what happens when someone reports harm.
Is the complaint properly investigated? Are risks identified? Are passengers treated respectfully? And do the findings lead to action?
My view? Nobody reporting harassment should feel they’ve entered a customer-service maze where every exit leads back to “please describe your issue”.
Slater and Gordon is inviting women to share their experiences, including those who have not previously reported them to police or Uber. Contacting the firm does not guarantee proceedings or compensation.
The experiences of those coming forward deserve careful attention and fair investigation.
Passengers should be able to expect professional conduct, effective safeguards and meaningful responses when something goes wrong.
Getting someone home safely is central to the service.
It should never feel like an optional extra hidden underneath the booking fee.
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