The 21-year-old Delhi woman who alleged she was molested by a Uber cab driver has said she had no idea how to register a complaint after the incident in the absence of an easy mechanism to contact the company.
After attending dance classes on Saturday morning, the woman took a Uber cab to a friend’s home. She alleged that after reaching the destination, the driver pulled her towards him to kiss her but she pulled back and ran. After that, she says she had no idea how to contact Uber.
“I had no idea on how to contact Uber after the incident. They should put a proper panic mechanism in place,” she said.
She said Uber’s mobile phone app-based complaint registration system had problems.
“You need to have a working internet pack in your phone while travelling in the cab also. The only option I found was to fill the complaint details through their app. And if you are lucky enough, you might get a call back from them or maybe not,” she told Hindustan Times.
She said she did not know about the SOS button in the Uber app.
"I did not have any knowledge about the SOS button provided in the Uber app. The only feature I was aware of was the 'need help' option in the app which I used to fill in my complaint after I went home. I had to wait for their reply and got a call from Uber after 15 to 20 minutes."
A helpline number would have made the process more hassle-free, said the woman’s brother, whose Facebook post on the incident was widely shared.
The only Uber helpline number provided on the internet is an international customer support number that is of no use for people in India.
When Hindustan Times emailed Uber customer support regarding the helpline, it responded by saying the company is hoping to provide a phone service soon.
“I understand that you would like to speak on the phone about this concern. Though we don’t currently provide phone service (this is something we hope to have soon), I’ll be happy to work with you via email to fully resolve your issue as quickly as possible,” said the official reply.
On Monday, Uber issued a statement saying it had a zero tolerance policy for such incidents. An FIR has been registered with Gurgaon police.
Video| Uber molestation victim: 'The driver spoke about respecting women before he forcibly kissed me'