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Uber - MPTP Member FAQs

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How long will it take for me to be approved before I can start using Uber?

Once you have completed your online enrolment form, you will receive an email response from Uber within 24 hours.

Where can I find my Multi Purpose Taxi Program (MPTP) card number?

If you refer to your Multi Purpose Taxi Program (MPTP) card, the CARD no is 1no-smart-phone8 digits long and located in the middle of the card.

Does Uber show the MPTP member their current MPTP balance?

No. You can check your MPTP balance by contacting CPVV via email at mptp@cpv.vic.gov.au.

Can my carer or authorised person help me create an Uber account?

Yes. However, you must make sure the account used in the Uber app will be linked to the MPTP member. The member must have access to the smartphone or tablet while travelling.

My Child is an MPTP member, can they use Uber for MPTP rides?

No. While Uber is only available for MPTP members 18 years or over, as part of the MPTP Expansion Project, we’re currently in arrangements with both taxi and hire car (including rideshare) booking service providers to trial technology that may enable them to carry MPTP passengers.

CPVV aims to introduce more transport options for MPTP passengers, so that you can choose to take a taxi or hire car, including rideshare services.

I am a MPTP and NDIS member, how should I set up this account?

If you would like to pay using your NDIS bank account, you will need to link that account to your Uber account.

I don’t have a smartphone. Can I participate?

No. To use Uber, you will need to download the Uber app on to a smartphone or tablet to participate. The Uber app can be downloaded from Google Play and AppStore.

Do I have to give Uber my credit or debit card details?

The Uber app requires you to link a payment method to your account.

Uber payment methods include:

  • credit Card
  • debit Card
  • Google Pay (Android devices)

Your fare is then automatically calculated, and the 50% discount applied. The remainder of the fare will be charged to the payment method you've linked to your Uber account.

Do I have to provide the Uber driver with my MPTP card?

No. As part of the Uber sign-up process you will need to provide your MPTP member card details in the app. The driver is automatically provided with your card details when you book your trip on the Uber app.

Will I get a receipt at the end of my trip?

You will receive your trip receipt via Uber app and the email you have used to sign up to the Uber account with.

Will Uber drivers understand my disability needs?

All Uber driver’s complete disability awareness education before receiving trip requests.

More information on the training can be found at the Australian Network on Disability website.

I need a wheelchair accessible vehicle (WAV). Can I use Uber?

Uber do not have wheelchair accessible vehicles at this stage. However, collapsible wheelchairs that can fit in the boot of a standard vehicle can be taken.

What is Uber Assist?

With Uber Assist certified drivers give special assistance to passengers who may need extra help.

Uber Assist services include:

  • private trips for 1 to 4 people
  • drivers providing additional assistance, including help getting in and out of vehicles
  • same prices as UberX.

Uber Assist drivers have completed the Australian Network on Disability online training course and have completed 100 UberX trips.

More information on the training can be on the Australian Network on Disability website.

How do I provide my feedback to Uber?

If you have any questions about trips taken in the Uber trial, please contact Uber through the Uber app or website t.uber.com/contact.

I have had a bad experience with Uber, what do I do?

You have a few options to communicate your experiences, you can contact Uber directly via the Uber app or website at t.uber.com/contact.

I want to telephone Uber. Can you give me their phone number?

To call Uber:

  1. Open your Uber app
  2. Tap your profile photo
  3. Tap Help
  4. Tap Call Support then call

Why is there a $10.60 additional charge on my trip?

A lifting fee is paid by CPVV to the driver for loading an MPTP member’s wheelchair into the boot of a vehicle. You have not been charged for this lifting fee.

Please note: Lifting fees will increase every year as per annual CPI adjustments. Please continue to check this website for the latest information.

What happens when my subsidy runs out?

The promo code will be removed from your Uber account.

Will my account stay active if I receive a new/replacement MPTP card number?

No, if you receive a replacement card you will need to re-enrol as an MPTP member by completing this online form at Uber and use your new MPTP card number.