News : Taxi Aggregators Will Need Call Centre, Vehicles to Get GPS & Alert Buttons
New Delhi, India, Nov 16, 2016 -- App-based taxi aggregators such as Uber and Ola will now have to set up a customer care centre both for registering complaints and also for SOS, which can be of great help for female customers in case of an emergency.
While the existing taxi policy specifically mentions the need to have a call centre or a fixed landline telephone number and a registered office, the app-based aggregators had been claiming that such conditions don't apply to them. Their argument was that they have online mechanism to address the grievances of consumers.
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But sources said that the road transport ministry has taken the stand that they must have a customer care number, which people can dial in case of need. They can continue with their online system to address grievances as well.
"Since we have notified the norms of installing GPS or any other tracking device, alert button in all vehicles used for carrying passengers, these taxis will also have to comply with the norms. We want the taxi sector to be completely liberalised to increase their numbers. But everyone has to follow the norms. States will have the responsibility to frame the rules," said a central government official.
Sources said the policy will include the provision of prominently displaying the displaying details of driver and his driving licence inside the taxis something that the ministry has first suggested to states in 2014.
Moreover, it will be the responsibility of the aggregators to ensure drivers' antecedents are verified to prevent any untoward incident. TOI has learnt that a hefty penalty is being proposed for each violation, if any taxi attached to an aggregator is found not to have any necessary permission or which is not complying with the norms.
Posted by Veronica Silva Cusi, news correspondent
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Published: Friday, November 18, 2016
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