news Monday, June 01, 2015 - 05:30
As Facebook users express outrage over cab service Uber’s alleged delay in redressing customer grievance, there appears to be another more serious problem: Uber’s privacy policy does not allow them to disclose what action they have taken on customer complaints. Ankush Pathania recently posted on Uber’s Facebook page about one of the company’s drivers allegedly molesting his sister when she used the company’s service in Gurgaon. Along with a comment, Pathania posted an image showing the reply the company gave to his sister. The alleged molestation is likely to have occurred on May 29, and the photo on Facebook appears to have been posted on May 30, when the company responded to Pathania’s sister’s complaint. Pathania appears to be angry about the delay in the company taking action on the complaint. This is what he said while posting Uber’s reply to his sister’s complaint: “My sister availed your cab service, last night for Gurgaon & your driver Vinod tried to kiss her forcibly & even after registering complaint with you morons there has been no action, no update form your end. You people are pathetic, you still don't have any mechanism in place. What is making you people wait for so long?? Looking for a escape mechanism?? I am looking foe immediate, non-mechanical, machine oriented revert. Get teh culprit punished or you are in heaps of trouble for shielding him.” While this post has been shared 389 times and has dozens of comments expressing outrage over the alleged delay, it is understandable that a company may require a few days to initiate an inquiry based on which it could take action. However, there may be another far more serious problem: a lack of transparency. In another unrelated instance, an Uber customer who lodged a complaint with the cab service on May 26 in Bengaluru, about the driver’s rude behaviour, received this reply from the company: "Thanks for writing again. Happy to explain! As much as we thrive for your safety and security, we also do for our driver partners. Hence, we will not be able to disclose the action taken against the driver due to our privacy policy. Rest assured that an strict action will be taken against the driver to ensure that this does not happen again in the future. If there is anything else that I can help with, please let me know!"
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