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Uber launches Incident Response Team ‘call-back’ in South Africa

Uber South Africa now has its own Incident Response Team, the company announced Tuesday.

This incident system has been operational as trial since December 2017, however the system is this week live for all riders in South Africa.

Riders can also now submit safety concerns (along with phone number and description of the incident) through the Uber app. They will then receive a “call-back” from Uber’s response team.

“We have listened to the hundreds of thousands of riders using the Uber app in South Africa and they’ve expressed the need to be able to speak with our teams in the event of a critical safety-related issue,” said Alon Lits, Uber SA’s GM.

“While part of Uber’s commitment is to ensure rider safety, we strongly encourage riders to always first use the national emergency line (10111). With the introduction of the IRT call-back line, we are able to help riders speak with our dedicated IRT within minutes.”

The Incident Response Team and the call-back function will be available through the Uber app within the “Trip and fare review” section after rides have completed.

Edit: clarified Uber’s definition of its call-back system

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