Mumbai News

Spell out how you deal with customer complaints, Bombay HC asks Uber – Times of India

MUMBAI: The Bombay high court has directed Uber India to explain how it deals with complaints from customers.
“The affidavit-in-reply of the respondent (Uber) shall set out the grievance redressal mechanism of the respondent in respect of any complaint received from a customer,’’ said a bench of Justices Amjad Sayed and S G Dige in its October 11 order.
The court heard a PIL by advocate Savina Crasto. She cited two instances of November 2020 including when she thrice booked Uber cabs for her journey from Mulund to South Mumbai and was dropped off mid-way “at a shady dark place” in Chembur. Her petition said besides inflated fares and cancellation charges for no fault of hers, the entire trip was traumatic. She tried to write to Uber but its app had no option for lodging complaints. On January 27, HC had directed Crasto to give a comparison of the grievance mechanism of other app based private taxi aggregators to understand how customer-friendly they are.
On October 11, Crasto argued that the very evening the order was passed, Uber removed all details of her past trips including her name.
She said having wiped off all data it had tampered with the evidence which was a crucial part of the PIL. “This clearly goes to show that respondent (Uber) has purposely removed/deleted details of my past trips so that I do not have details to place on record before this Hon’ble court. This appears to be an attempt to divert the issues that affect the public at large,’’ she stated in her additional affidavit.
Asked by the judges why the data was wiped off, Uber’s advocate replied that there may have been some technical glitch with its app. The judges said Uber must restore the data and reply to Crasto’s additional affidavit on removal of data. Posting the hearing on October 25, they also directed Union and State governments to file their replies.

Source: https://timesofindia.indiatimes.com/city/mumbai/spell-out-how-you-deal-with-customer-complaints-bombay-hc-asks-uber/articleshow/86999667.cms