Convergence of Ride-hailing platforms in National Consumer Helpline
Ride-hailing companies such as Ola and Uber were directed by the Department of Consumer Affairs (DoCA) to become convergence partners in the National Consumer Helpline (NCH).
- What is the need for convergence?
- What are the major ride-hailing apps in India?
- What are the major consumer grievances against ride-hailing apps?
- What are the service-related grievances?
- What are the issues with customer support?
- What are the issues regarding the levy of cancellation charges?
- What are the issues with algorithms?
What is the need for convergence?
Converges ensures better grievance redressal for consumers. It will also ensure compliance with Consumer Protection Act, 2019 and E-commerce Rules, 2020.
What are the major ride-hailing apps in India?
Ola, Uber, Rapido, Meru Cabs, Jugnoo, etc.
What are the major consumer grievances against ride-hailing apps?
- Deficiency in service provided by the platforms
- Inaccessible customer support to the consumers
- Unreasonable cancellation charges
- Fairness of calculation of the ride fares by the algorithms
- Refusal of online mode of payment by the drivers.
- Including services such as insurance without obtaining explicit consent from the consumer.
- Charging a higher amount on the same route traveled previously at a lesser charge.
- Unprofessional behavior of the driver
- Lack of comfort like not switching on the AC by the driver.
What are the issues with customer support?
- Customer care number is not easily available on the app.
- Details of grievance redressal officers are also not mentioned on the app.
- Instead of talking in real-time with the customer and redressing the grievance, an automated pre-written message is provided.
What are the issues regarding the levy of cancellation charges?
- Customer is not shown the time within which canceling a ride is allowed and the cancellation charge amount is not clearly mentioned on the app before booking the ride.
- Cancellation Charges are arbitrary.
- Often drivers force users to cancel the rides and the user has to bear the cancellation charges.
What are the issues with algorithms?
For the same route, a frequent customer is charged higher than the person who is traveling for the first time. Thus, the calculation of fares by the algorithm is arbitrary.
Month: Current Affairs - May, 2022
Category: India Nation & States Current Affairs
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