Uber in Queensland: From policy fortress to policy change

Emerging technologies are challenging the regulatory systems and industry policy settings that were settled during the microeconomic reforms of the 1980s and 1990s. In 1994, in the absence of credible competition in the taxi industry, Queensland legislation constructed a protective ‘policy fortress’ that benefited taxi licence holders in return for specific service standards. This entrenched a policy–industry nexus upheld by all political parties for two decades. But in 2014–2016, using disruptive digital platforms, Uber and similar organisations directly challenged the policy regime by rapidly expanding their unlicensed operations for personalised passenger bookings. Queensland policy-makers were eventually shocked into establishing a major review, leading to the termination of the protective regime. Drawing on interviews and policy documents, we identify the contextual and ideational factors that facilitated the unlocking of policy change. As consumers became more ‘tech-savvy’, the policy ideas championed by powerful new agents of change came to highlight consumer convenience, flexibility, and the ‘sharing economy’. Such narratives reframed the economic disruptions flowing from new technologies as opportunities to lower service costs.