In its attempt to improve safety and security, Ride-hailing app, Uber has unveiled an Incident Response Team (IRT) call-back line. This 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 Uganda wrote in its blog, “We’re excited to announce the launch of a new Incident Response Team call-back line for safety-related matters.”
According to the communique, 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.
Uber recommends riders to always first use the national emergency line for their region 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.
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. The company currently operates in 15 African cities across 9 countries. With South Africa, Nigeria, and Kenya taking the bigger market share.