Ride-hailing app Uber has rolled out an Incident Response Team (IRT) call-back line in a bid to improve safety and security. "We’re excited to announce the launch of a new Incident Response Team call-back line for safety-related matters," Uber Uganda wrote in its blog.
According to the communication, the feature has been added to all sub-Saharan cities where Uber operates. This will provide riders across the entire region with full-time access to Uber’s IRT team.
It provides riders with the ability to submit a ticket for a critical safety incident or accident through the app, including their contact number and a short description of the event. They then receive a call-back within a couple minutes from the Team.
Uber recommends riders to always first use the national emergency line (039 321 7499 for Uganda) in the event of a critical safety-related issue.
The launch of the new IRT call-back line is a firm confirmation of the company’s commitment to security. A rider can have access to a global network of customer support centers to provide 24/7 support for general queries all over the world which can be accessed through the app.
“Everyone has the right to be safe, whether they’re on a train, in a taxi, walking on a sidewalk or in an Uber. And while no means of transportation can be 100% incident or accident-free, we believe that technological improvements can aid in improving safety while on the road."
The introduction of this feature follows a driver safety policy that the ride-hailing firm put up to automatically log off drivers who have been working or logged on for 12 straight hours. This, it believes will ensure that the drivers take a rest while enhancing safety.
Uber is striving to create a safe and pleasant environment for both riders and driver-partners, in an industry that commands a growing competition across the continent. Such guidelines are of importance especially when the public is gaining trust in ride-hailing technology.
The company currently operates in 15 African cities across 9 countries. With South Africa, Nigeria, and Kenya taking the bigger market share. The least the company would wish for is to be banned from any of these markets as it has faced in some parts of the world.