i'm not in Australia - i'm in US the point is that base level Uber is really like an internship for drivers - but most people don't realize this because Uber doesn't explain it - and they don't explain it because if they did nobody would get the base level Uber then they wouldn't be able to recruit new drivers after a few horror experiences like this you will understand why higher service levels like Comfort exist where for about 20% more you get 2X better experience - best upgrade ever ! of course Comfort drivers can still accept regular rides so you can order a regular uber and get a good driver with good car but it is not guaranteed. i never order the base level Uber anymore.