Uber To Pay Penalty To Consumer For Driver’s Refusal To Complete Trip: PSCDRC

Recently, a case of consumer protection was adjudicated by the State Commission of Punjab. The Complainant, who was travelling from Zirakpur to Kalka was left shocked when the cab driver, an Uber driver, refused to complete the trip. Let's find the details.

The Punjab State Consumer Disputes Redressal Commission (PSCDRC) reaffirmed the decision of a lower consumer court and awarded a penalty of Rs. 15000 to Uber. It imposed litigation costs and damages for mental agony and harassment on the Company.

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 lodging a concern with the customer support services of Uber, 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 dule took into account the submissions and evidence associated and imposed a penalty of Rs. 15,000 on Uber, 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. It asked the State Commission to absolve Uber of any charges or deficiency in services and quash the complaint.

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

The Uber case 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.

• One must always keep the proof of rides booked and the payment details as a safe option.

• Inform the company by raising a complaint with their customer support services. Record any such calls or mail that you may initiate along with the responses.

• In case this does not suffice, move to the Local Consumer Court wherein you can sue the service-providing company for breaching your consumer rights.

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.