Consumer Affairs Victoria, Taxi Services Commission and the Public Transport Ombudsman all told The Age that they will not accept complaints from Uber customers. A spokesman for Consumer Affairs Victoria said any Uber complaints were referred to the TSC but its chief executive, Aaron de Rozario, said they do not investigate "unlawful transport providers". Uber's illegal status in Victoria leaves customers in a grey zone, meaning they are essentially left on their own. Earlier this month, Fairfax Media reported that one customer, who was charged $260 instead of $100 for a ride from the CBD to Seaford and that Uber had not acknowledged any of her emails about the issue. Although Uber has its own internal complaints, there are many cases of customers who are unhappy with the response they received, or didn't receive one at all, who have taken to social media to voice their grievances.

On Uber's Facebook page, customers have posted complaints about being charged too much for trips, charged for trips not taken and complaints that have not been acknowledged. On December 10, customer Emily Komlijenovic posted: "Hi Uber, I still haven't received my refund as promised by a worker of yours a trip that I never received but paid for. Please contact me ASAP, very unhappy customer". Uber on Facebook responds to customers that they should email support@uber.com to discuss their grievances. However, there are also complaints about this method. On November 29, Sam Smith posted: "Hi Uber, is there someone looking after support@uber.com? I sent many emails no one seems to care to reply back. I can not access my account and I need to contact support team, sent many emails but haven't heard anything back from them". An Uber spokeswoman said both customers and driver could report issues at any time to their support team, who review details of trips taken.

"This feedback also allows us to respond quickly to incidents and, if necessary, suspend or remove riders or drivers from the platform," she said. "We will always work hard to ensure customer feedback is responded to, and acted upon, appropriately but, as rider and driver privacy is also a priority, parties may only be informed of actions that are relevant to the resolution of their particular issue." In early December, the Melbourne Magistrate's Court found UberX driver Nathan Brenner guilty of illegally driving and owning an unregistered vehicle for commercial purposes. He was fined $900. Under Uber's terms and conditions, which customers must agree to in order to use its service, customers are ordered to comply with Dutch law that makes it mandatory to enter into mediation, followed by private arbitration. However, Jared Brody, chief executive of Consumer Action Law Centre, said this would be unenforceable in Australia.

"This demonstrates that Uber isn't interested in resolving disputes with customers," he said. "I think they should be much more transparent and set themselves standards for response times and effective communication, even publishing outcomes of the complaints they make. "Uber should submit to an ombudsman." Mr Brody added that it was disappointing that no government department or body would listen to unsatisfied Uber customers. "It's a contract and I think that Consumer Affairs should consider complaints about these services and whether these services comply with consumer laws.

"There isn't anywhere practical for consumers to go. People would have to go to court." UberX operates a smartphone app that connects customers with private drivers who use their own private vehicles as a ride-share service. Drivers are not accredited and their vehicles are not registered with the government, unlike taxis. The ACT became the first state or territory in Australia to legalise Uber, in November. The Andrews government is considering its response, which is expected by the end of the summer.