This form can be used to request a review of your Earnings Guarantee or another issue relating to the Australian Minimum Standards Order for on-demand delivery services.
Before requesting a review, check whether one of the following explains what you are seeing:
Your top-up is based on your earnings across the 3-week Earnings Period. You will not receive an earnings top-up if your net earnings for the full Earnings Period are equal to or higher than your guaranteed minimum.
Learn more about how the Earnings Guarantee is calculated
Final Engaged Time, net earnings, guaranteed minimum and any earnings top-up are only available once your Earnings Guarantee has been calculated and finalised. This usually happens within 7 days after the end of each Earnings Period.
Learn more about Earnings Periods
Engaged Time only includes time spent completing deliveries after you accept a delivery request. Time spent online between deliveries while waiting for your next delivery request does not count towards Engaged Time. Cancelled deliveries may be treated differently depending on who cancelled the delivery and how far the delivery had progressed.
Adding together the durations shown in your Trip Details may not equal your final Engaged Time. For example, return trips and some cancelled deliveries may count towards Engaged Time without appearing in your Trip Details, while overlapping time between deliveries is only counted once.
Your vehicle may not be covered by the Earnings Guarantee
If you completed deliveries using a vehicle that isn’t covered by the Earnings Guarantee, the time and earnings from those deliveries won’t be included when calculating your Earnings Guarantee.
Learn more about Earnings Guarantee vehicle coverage
Uber will review your request and may contact you if more information is needed.
In most cases Uber will aim to get back to you within 24 hours, however it may take up to 5-10 business days, depending on the circumstances.
Once the review is complete, you’ll receive an update explaining the outcome. If an adjustment is needed, it will be applied after the review is complete.
If you still believe your Earnings Guarantee information is incorrect, or you’d like us to review another issue relating to the Australian Minimum Standards Order for on-demand delivery services, use the form below to request a review.
What are you requesting a review of?
Choose the option that best matches your request:
What date or Earnings Period does your request relate to?
Select the date that best matches your request. This could be the date of a delivery, notification, or a date within the Earnings Period you want reviewed.
Tell us what you would like us to review
Please provide specific details about your request. If you don’t provide enough information, we’ll need to contact you for more details before we can complete the review.
Include:
Attachments
You can attach a screenshot or other information that may help us review your request.
This could include your Earnings Guarantee information, delivery details, a notification, or any other relevant information.
You can upload one attachment with this form. If you have additional screenshots or documents to share, you can add them to your support conversation after submitting your request.