While the auto driver's actions were unacceptable, it's important to recognize the struggles faced by gig workers like him. Ola and other platforms take substantial commissions, leaving drivers with minimal earnings even after working long hours, often over 12 hours a day. There's no fair compensation for canceled rides, and drivers lack benefits like pensions or insurance. This financial strain and lack of support can lead to frustration, which sometimes manifests in unfortunate incidents.
If platforms treated drivers as employees rather than gig workers, providing fair pay, benefits, and proper training, such problems could be resolved. Ola's failure to address customer complaints effectively and its lack of driver training in customer service further exacerbate the problem. Without proper training and support, it’s difficult to expect consistent, quality service from drivers who are under such stress.
Ola and similar platforms need to step up by offering fairer compensation, benefits, and comprehensive customer service training to their drivers. Only then can incidents like this be minimized, ensuring a safer and more respectful experience for both drivers and customers.
Proposed Actions for Ride-Hailing Services (Uber/Ola) in Cases of Driver Misconduct:
1. Immediate Arrest Based on Verified Evidence: Drivers who engage in violent or abusive behavior, such as slapping a passenger, should be arrested immediately without requiring the victim to file an FIR. Verified video evidence should be sufficient to initiate legal action.
2. Comprehensive Background Checks:Uber and Ola must implement stringent background checks for all drivers. According to a survey report, around 20% of drivers exhibit criminal tendencies. By identifying and removing such drivers, or penalizing them with reduced pay, companies can reward well-behaved and disciplined drivers.
3. Incentives for Customers on Driver Cancellations: If a driver cancels a ride, the customer should be compensated, either through rewards or direct cash payment, to ensure fairness and customer satisfaction.
4. Dual Rating System:In addition to customer ratings, service providers should introduce a system where drivers are rated on their performance, behavior, and discipline. These ratings should be publicly available, allowing customers to make informed choices.
5. Compensation for Customer Losses: In cases of misconduct or poor service, companies like Ola and Uber should compensate the affected customers for their inconvenience or loss. This would create accountability within the system and put pressure on service providers to maintain high standards.
6. Fast Police Intervention:Police response in such cases must be swift and effective, not delayed like the typical portrayal in Hindi movies. Quick action will ensure justice is served and deter future incidents.
what is your view ?
