In a recent incident, Uber India was imposed with a fine of Rs 28,000 by the District Consumer Disputes Redressal Commission of Chandigarh for a driver overcharging a customer by Rs 27. The commission directed the company to refund the excess amount to the complainant, along with the compensation and litigation costs.
Complainant Ritvik Garg who resided in Mandi Gobindgarh, Punjab booked a ride through the Uber app on September 19th, 2022, from Sector 21A, Chandigarh to Modern Housing Complex, Sector 13m Chandigarh. During the time of the booking, the app displayed the estimated fare to be around Rs 53 for the Moto Connect. However, Mr. Garg alleged that the driver Kailash, charged him Rs 80, defying the displayed fare.
After the Ride, Mr Garg raised the issue with Uber India on September 22nd, 2022, sending a legal notice and subsequent emails. Despite all his efforts, his grievance remained unresolved, prompting him to approach the Consumer Commission.
In response to the complaint, Uber India completely nullified its liability for the actions of its drivers stating that their app only functions as a platform connecting drivers and riders directly and they do not facilitate transportation services. They further pointed to the terms and conditions agreed upon by the user during service booking, which they claim govern the transaction.
After hearing the case, the Commission found Uber India’s arguments to be unconvincing. While Uber claims to be the only platform provider, the Commission pointed out that Uber India is undeniably aware of the fare displayed during the booking. Furthermore, the customer pays Uber India, and a portion of the fare goes to the company. Emphasizing on these points the commission rejected Uber India’s attempt to absolve itself of responsibility.
The Commission directed Uber India to refund the overcharged amount of Rs 27 to Mr. Garg along with payment of Rs 5000 as compensation for the inconvenience caused. The Commission also mandated to reimburse Rs 3,000 for litigation costs to Mr Garg and an additional Rs 20,000 as compensation into the Consumer Legal Aid Account, aimed at deterring similar offenses by service providers. Totalling the penalty to Rs 28,000.
The Commission’s decision underscores the importance of consumer protection and accountability in the digital age. With the increasing reliance on technology-driven services like ride-hailing apps, ensuring fair and transparent practices is paramount, The ruling serves as a reminder to companies like Uber India to uphold ethical standards and address grievances promptly to maintain consumer trust.
The incident serves as a percent for consumer advocacy, highlighting the power of individuals to challenge unfair practices and hold companies accountable for their actions. This is a cautionary reminder for both riders and platforms while making any kind of booking online. While riders should be aware of the terms and conditions they agree to while booking rides it is also the platform’s responsibility to maintain the integrity of their services.
