Ride-hailing giant Uber has amended its terms and conditions across several African markets following a regional competition watchdog’s concerns about potentially unfair clauses.
The Common Market for Eastern and Southern Africa (COMESA) Competition Commission opened an investigation into Uber BV in September 2023 following complaints in Kenya, Uganda and Egypt.
Passengers reported being charged more than the prices initially displayed on the app, drivers cancelling trips after long waits, and instances where customers were billed despite drivers failing to show up.
According to the Commission, Uber’s previous terms gave the company sweeping powers, including the right to terminate services at any time without notice, alter charges at its sole discretion, and avoid liability for the quality of services delivered by third-party providers. A further concern was a clause requiring disputes in Kenya and Uganda to be governed exclusively by Dutch law, potentially undermining consumers’ access to local legal remedies.
“The Commission’s concern was that the consumer may be misled to rely on the displayed price to make a decision, when in fact it was likely to change,” said Willard Mwemba, COMESA Competition Commission chief executive.
Uber has since revised its policies to align with COMESA’s consumer protection regulations. The amended terms have been published on its platforms and consumers are being notified of the changes.
The Committee Responsible for Initial Determinations (CID) said it was satisfied with the company’s response and closed the investigation.
The case marks one of the most high-profile interventions by the COMESA Competition Commission, highlighting the growing scrutiny of global tech firms operating in Africa’s fast-expanding digital economy.
