When you contact Uber's customer support, Uber collects the content of your communications and may record phone calls, retaining the information you provide during the interaction.
This analysis describes what Uber's agreement states, permits, or reserves. It does not constitute a legal determination about enforceability. Regulatory applicability and practical outcomes may vary by jurisdiction, enforcement context, and individual circumstances. Read our methodology
Communications submitted to customer support, including descriptions of incidents and personal information shared in that context, are collected and retained by Uber and may be used beyond the immediate support purpose.
Interpretive note: The notice does not specify which customer support interactions are recorded or the retention period for call recordings, and the adequacy of the privacy notice as notice of recording under all-party consent state laws is not clearly established.
The notice states that Uber collects and may record the content of customer support communications, including phone calls, and retains the information provided during those interactions. Users should be aware that information shared with customer support may be retained and used for safety, legal, and operational purposes.
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"Uber collects data when users contact Uber customer support, including communications content, information about the nature of the request, and any data submitted in the course of the support interaction. Uber may also record or monitor calls to its customer support teams.— Excerpt from Uber's Uber Privacy Notice
1. REGULATORY LANDSCAPE: Recording of telephone communications engages wiretapping and call recording consent laws including the Electronic Communications Privacy Act in the US and state-level all-party consent laws in California, Illinois, Maryland, and other states. GDPR requires a valid legal basis for processing communications content, which may be performance of contract or legitimate interest depending on the context. Many jurisdictions require disclosure that a call is being recorded. 2. GOVERNANCE EXPOSURE: Medium. California's all-party consent requirement under Penal Code Section 632 is one of the more stringent in the US and requires affirmative consent before recording a telephone call. Failure to provide adequate notice at the start of a recorded call creates statutory exposure. 3. JURISDICTION FLAGS: California, Illinois, Maryland, Massachusetts, and several other states require all-party consent for call recording. Uber's disclosure in the privacy notice that calls may be recorded satisfies written notice requirements in some jurisdictions, but may not substitute for in-call verbal notice required in others. EU users have GDPR rights to access and delete communications data retained by Uber. 4. CONTRACT AND VENDOR IMPLICATIONS: Third-party customer support vendors processing communications content on behalf of Uber should be subject to data processing agreements covering retention, security, and deletion obligations. 5. COMPLIANCE CONSIDERATIONS: Call recording practices should be assessed for compliance with all-party consent requirements in each jurisdiction where customer support calls are received. Verbal disclosure scripts for recorded calls should be reviewed and updated as needed.
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Communications submitted to customer support, including descriptions of incidents and personal information shared in that context, are collected and retained by Uber and may be used beyond the immediate support purpose.
The notice states that Uber collects and may record the content of customer support communications, including phone calls, and retains the information provided during those interactions. Users should be aware that information shared with customer support may be retained and used for safety, legal, and operational purposes.
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