What happened in the Uber case?

An Uber driver refused to complete a trip and charged the passenger Rs. 105. The company also failed to process a promised refund.

What was the penalty imposed on Uber?

Uber was fined Rs. 15,000 for mental agony and harassment and was required to pay litigation costs.

What should you do if your cab driver refuses to offer promised services?

Keep proof of the ride and payment, file a complaint with the company’s customer support, and if necessary, approach your local consumer court.

What does the court ruling indicate about Uber's responsibility?

The court ruled that Uber, as the managing entity of the app, is liable for the actions of the drivers and must ensure consumer rights are protected.

Why did Uber appeal the decision?

Uber claimed it was not given a fair chance to present its case and argued that it was just a platform, not responsible for the driver’s actions.

Can an Uber driver refuse a trip?

Yes, drivers can refuse trips for safety, location issues, or personal reasons.

What if Uber driver doesn't end trip?

You should end the ride through the app or contact Uber support for correction.

What happens if you unconfirm a trip with Uber?

Unconfirming may cancel the request and affect wait-time or cancellation fees.

What is the controversy with Uber and RCB?

It relates to allegations around promotional activities involving the RCB team.

Why consumer court imposes penalty on Uber after driver refuses to complete trip?

Consumer courts impose penalties when service denial causes loss or harassment to passengers.

How to remove penalty in Uber?

Penalties can be removed by contacting Uber support and explaining the issue.

What is the 5 minute rule for Uber?

The rule allows drivers to wait 5 minutes before charging cancellation fees.

Can I take legal action against Uber?

Yes, legal action is possible for unfair practices or refusal of service.

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Uber To Pay Penalty To Consumer For Driver’s Refusal To Complete Trip: Know About Consumer Right

Komal Bajpai

Author

Updated: 17-11-2025 at 3:30 PM

In a world where digital platforms manage most of our travel needs, consumers often trust cab services like Uber for safe and smooth journeys. But what happens when this trust breaks? Recently, a case in Punjab highlighted how consumers can take legal action when service providers fail to deliver what they promise. The case shows how important consumer rights are and how strongly courts act when those rights are violated, especially when filing a consumer court complaint becomes necessary.

Latest Updates

The Punjab State Consumer Disputes Redressal Commission (PSCDRC) has upheld a ₹15,000 penalty on Uber, reinforcing that app-based platforms are responsible for ensuring quality services. The Commission criticised Uber for negligence, lack of proper redressal, and failure to respond despite having multiple opportunities at the district-level hearing. This case has now become a reference point for many users searching for Consumer court complaint for Uber cab India, Consumer court complaint for Uber cab Delhi, or even how to raise a Consumer court complaint for Uber cab Mumbai.

Also Read: Consumer Court Penalizes Flipkart For Substituting Different Brands’ Products As Replacement

Case Background

Recently, a significant case of consumer protection was adjudicated by the Punjab State Commission. A complainant travelling from Zirakpur to Kalka was shocked when the Uber driver refused to complete the trip and forced him to step out after covering only a short distance.
Not only was the ride abandoned, but the driver also charged the complainant ₹105 for the distance travelled. When the consumer reached out to Uber customer support, he was assured of a refund, but no refund was ever processed.

The case was initiated after the Complainant, a consumer who used services provided by Uber, booked a ride or a cab from Zirakpur to Kalka in March 2017. The driver of the cab refused to continue the ride and forced the appellant to get out of the cab after travelling for a short distance.

The driver of the cab reportedly also charged the passenger Rs. 105 for the distance travelled by him in the car. After complaining with the Uber India customer Care number, the complainant was assured a refund; however, no such refund was ever processed.

Acting on the lack of redressal by the Company’s services, the Consumer decided to file a case in the Mohali District Consumers Disputes Redressal Commission. The District forum took into account the submissions and evidence associated and imposed a penalty of Rs. 15,000 on Uber complaint online, the Defendant in this case.

Uber moved the State Commission against this order by the District Commission, after contesting that no fair opportunity to be heard was provided to the Company at the time of the hearing. It also cited constraints in place due to the COVID-19 pandemic.

Aggrieved by the decision of the Hon’ble District Commission, Uber appealed its order before PSCDRC. It contended that it was merely a platform connecting drivers with passengers and was not actively involved in the process of such ‘rides’.

Contesting that Uber is merely a technological platform and that the driver was not an actual employee of Uber, but merely a contractual driver associated with the platform, the Company opposed the decision of the Consumer court complaint for uber cab number. It asked the State Commission to absolve Uber of any charges or deficiency in services and quash the complaint.

Also Read: Customer Have Zero Liability In Unauthorized Transactions: A Bombay High Court Ruling

Decision Of The Consumer Commission

The State Commission, after considering the arguments and evidence adduced by both sides, reaffirmed the decision of the District Commission. The Hon’ble Court, while ruling against the appellants (Uber), highlighted that ample opportunities were provided to Uber to present its case before the District Commission; however, the Company acted in negligence of such opportunities.

A bench comprising Presiding Member HPS Mahal and member Kiran Sibal also noted that Uber had an ‘intermediary’ role in the transaction. It added that in cases of employer-employee relationships, the employer is held liable for the actions of the employee.

The Court, in its decision, said, “It is established that the Uber customer Care number India 24 7 is managed and controlled by the appellant/OP No.2 and also all transactions and services provided via said App are managed by the appellant. It is a settled principle of law that in an employer-employee relationship, the employer is liable for the acts of the third party and is also responsible for providing the social security benefits.”

What To Do In Case Your Cab-Driver Refuses To Offer Promised Services?

The Uber case (Consumer court complaint for Uber cab India) is a common occurrence nowadays, with drivers refusing to go to a particular place after booking the ride, asking for more money or dropping off passengers in the middle of the ride. In light of the increase in such events, one must know of the legal and alternative remedies available.

Keep proof of booking, payment, and communication.

Inform the company via the app or by calling the Uber customer care number.

Record emails, chats, or call logs for evidence.

If there is no resolution, file a consumer court complaint for service deficiency.

You can also submit the matter through Uber complaint online channels, but if unresolved, the consumer court is the best option.

Such legal precedents set examples and avert such occurrences in the future. Read more about such scam-related articles by Jaagruk Bharat and save yourself and your loved ones during such susceptible times.

Conclusion

As technology advances, new kinds of consumer-rights violations are surfacing. The Uber case serves as a strong reminder that consumers have legal protection under the law. Whether it concerns a failed ride, digital transaction issues, or online fraud, consumers now have clear options — from contacting Uber India customer care number to filing a consumer court complaint if needed.

When service providers promise reliability, they must deliver it. And if they fail, consumers are fully empowered to take action through proper legal channels. Whether you're in Delhi, Mumbai, or any part of India, access to Uber customer care number India 24 7 and Consumer court complaint for Uber cab India options ensures your rights remain protected.

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