Since its debut in Brazil in 2014, the American company UBER has been in the spotlight. More than just its high performance in the private transportation sector in the country, the multinational has been the subject of somewhat “heated” debates.
Today, with thousands of active users, it is difficult to find a user who has never experienced an embarrassing or reprehensible situation.
But what about you? Have you ever had a bad experience or know someone who fits into this category? Well, thinking about serving our eager and needy audience, we prepared exclusive content for those who want to make a complaint, but don't know how.
So check it out and enjoy!
Complaining to UBER: See how to do it!
Filing a complaint regarding a trip taken with UBER, or even against the company itself, is quite easy.
However, it is necessary to analyze which option best suits your needs and has the desired impact on the time frame. Therefore, we present some viable options, such as:
Via mobile app
Through the app itself, you can make a specific complaint about a specific ride or driver.
So, when witnessing any illegal or embarrassing practice that goes against the code of Conduct from UBER, report it. To do so, follow these steps:
Access your platform;
Go to the “Help” option;
Select the trip in which the unwanted situation occurred;
Choose the option that best suits your complaint (complaint against a driver or trip); and
Select the referenced issue.
If your problem was with the trip or the driver, it is best to use this method and register your complaint as soon as possible. This way, you will allow the company to take quick action, avoiding future problems with other passengers.
Upon receiving your report and/or complaint, UBER will analyze what happened and contact you as soon as possible.
Customer Service
Another way to file a complaint with UBER is through the SAC. The service is available continuously, that is, 7 days a week, 24 hours a day.
To do so, just call 0800-591-7045 or 0800-591-1032. This call is free!
Send an email
If you prefer, you can also send a complaint via the user support email. The address to send it to is support@uber.com.
Typically, the platform responds within 48 hours.
Talk to UBER through social media
But if you are a connected person, you can also send your complaint through your social networks. This communication channel is allowed through the following channels:
Complaint sites
Likewise, it is possible make complaints about any service provided by UBER through the famous customer support websites. Among the best known and most used are Complain Here and the Consumer.gov.br.
However, these are resources that require a longer response time. Therefore, if your complaint is against a driver or trip, use instant notification methods.
Legal Support
Although it is more difficult, there are situations in which the intervention of a third party is necessary to resolve more complex problems.
Given this, and if you fall into this category, you should know that you can seek legal support. In this situation, your options are:
Look for Procon in your city;
Request the help of a private lawyer; or
Seek free legal aid in your region.
Learn good practices for using the application
There are a few ways to avoid suspicious and/or dangerous situations. Unfortunately, there are several cases of impostors pretending to be Uber drivers.
Therefore, the company itself recommends some actions for the user to protect themselves. Among them are:
Review your designated driver's rating before your ride begins;
Read the comments left by other passengers;
Before getting into the car, confirm the driver's name;
Check that the vehicle's license plate and model match those shown in the application;
During the race, if you notice any suspicious behavior, ask to stop the circuit; and
If the driver refuses, ask for help by clicking on the “safety features” button. This will allow you to share your journey in real time and also call the police.
Of course, passengers also need to do their part. Therefore, good practices apply on both sides. After all, “kindness begets kindness,” right?
Learn more about the company
UBER Technologies was created in 2009, in San Francisco, California – USA. It revolutionized the private transportation market, creating a true network of services in the sector and generating thousands of jobs.
Without a single car, it is today considered the largest land transport company in the world. It operates in more than 60 different countries, counting only on the collaboration of its affiliates.
The company's focus is on passenger transportation, like taxis, but at much lower costs compared to conventional services provided.
Currently, with almost 6 years of operations in Brazil, the company is very well established. Even so, it always seeks to innovate and meet the needs of its users. The most recent example is UberEats, home food delivery service.
Despite the problems involving the multinational's name, it is necessary to accept that, in general, it is a public utility service and in high demand.
Report illegal practices
We hope that neither you nor anyone else will experience any problems using UBER services. However, as users, we are all susceptible and at the mercy of our own luck.
However, it is worth remembering that UBER is just the company and that, almost always, problems occur not due to platform malfunction or negligence, but rather due to the conduct of allied drivers.
Given this, we play an important role in ensuring the continuity of the service and ensuring its quality and safety. We are the filter and thermometer for this performance.
Procon: What is it and how can it help you?
Procon is an institution focused precisely on consumer protection. And this is the result of movements since 1840, in the first Commercial Code.
But Procon, as we know it today, is the result of a partnership with the Department of Justice, which has a Procon unit in each state of the country.
The first Procon, however, appeared in 1976, in the city of São Paulo. Initially, Procon was called the Executive Consumer Protection Group.
With the Consumer Protection Code, in its 1990 edition, the activities of Procons spread throughout the country only became stronger.
Procon's objective is to ensure that companies, large or small, national or multinational, comply with current commercial laws.
In this way, illegal, deceptive or fraudulent activities can be monitored and corrected, thus ensuring a fair market for consumers.
Procon and the consumer protection code
Thus, Procon is based on the Consumer Protection Code, which governs commercial relations throughout the country.
This code discusses very important aspects for consumers, such as:
- Delivery time
- Product not delivered
- Misleading advertising
- Warranty Information
- Abusive practices
- Product liability
- Right of exchange
- Among other basic consumer rights
Some states, such as Alagoas, for example, provide an explanatory booklet with a given point in the Consumer Protection Code. To access this booklet, just click this link.
Therefore, all analyses and assessments are based on this consumer protection document, regardless of where the consumer lives. This is because the CDC, like the Consumer Protection Code, is valid throughout the national territory.
What is Procon for?
Now that you know what Procon is, you need to understand what it is for!
However, it seems that the information has already become clear in the previous topics. As the name of the organization suggests, the idea of Procon is to protect consumers from abusive practices.
But to do this, you need to contact the agency, make your complaint and file your report. But how does this work? That's what you'll learn in the next topic!
How does Procon work?
What not everyone knows is that you can contact Procon before even purchasing a product or service! That's right! You can contact Procon even before signing a contract.
Procon, via telephone, can clarify some of consumers' doubts and thus avoid a bigger headache in the future.
If you have any questions, you can contact Procon's electronic service, which is available on number 151.
Another alternative, if you prefer, is to go to a Procon office in your city or the one closest to your home.
In São Paulo, for example, there are Procons in different neighborhoods. Some of them, for example, have appointments scheduled in advance, on the same day.
In other words, you will go through a screening process with an attendant, who will evaluate your case. Depending on how it goes, you will receive a password to return at the established time.
What can be reported to Procon
Any abusive or illegal activity can be registered with Procon through a complaint, report or demonstration.
Once your right has been threatened or violated, you can contact Procon.
You can rest assured that, in these cases, consumer data is fully protected and is not disclosed to the reported company or anyone else.
The main complaints to Procon are:
- Related to telephone services (fixed or mobile)
- Credit cards and negative name
- Problems with Cable TV Companies
- Non-delivery of products on the established date
How to file a complaint with Procon
Now that you understand what Procon is, the next step is to understand how to file a complaint with Procon.
The first step is to check which Procon unit is in your city and/or state.
Before going there, however, it is a good idea to gather all the documents you have regarding the complaint. Among them, you can use:
- Invoice
- Receipt
- Conversations via email or prints
- Protocol numbers
- Contracts
- Photos of the product if it arrived defective or broken.
If you deliver the conversations, the ideal is to deliver them printed to Procon. Therefore, arrange for the printing.
Another thing you should do before contacting Procon is to try to resolve the issue directly with the seller and/or the store supplying the product through the ombudsman and customer service.
In general, contact information is available on the website's contact tab or at the bottom of the page. You can contact Customer Service (SAC).
If the company does not resolve the issue amicably, then the next step is to deliver these documents to Procon and register the complaint.
Don't forget to present this documentation with an identification document such as ID, Passport or Driver's License and CPF.
Check it out, on the Procon SP website, details of each stage of the complaint.
How do I file a lawsuit in small claims court for problems with Uber?
In some situations, another option is to file a lawsuit in small claims court with a company and even request moral damages.
To file a lawsuit in small claims court, you do not necessarily need a lawyer. In other words, you can file the lawsuit yourself!
The first step is to gather all the documentation and go to the Court in your city. Everything that happens in the first instance is free.
On the other hand, if you need to appeal, then you will need to pay for it and you will also need a lawyer.
The compensation is limited to 40 minimum wages. In general, lawsuits take up to 120 days to be heard. If the person wins, the next step is to enforce the sentence.
But what about you, do you do your part? After all, we are an important part of this process!
And now that you know how to make a complaint about UBER, be sure to share this article on your social networks. That way, more and more people will have access to this important information.
Thank you for visiting and we hope to see you soon!
