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Uber Fined Rs 28,000 for Overcharging Customer in Chandigarh

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The District Consumer Disputes Redressal Commission in Chandigarh has imposed a fine of Rs 28,000 on Uber India following an incident where a customer was overcharged Rs 27 for a ride.

The commission directed Uber India to refund the excess amount of Rs 27 to complainant Ritvik Garg, along with Rs 5,000 as compensation and Rs 3,000 as the cost of litigation.

In its ruling, the commission emphasized the need to hold service providers accountable for breaching assurances and commitments. It mandated Uber India to deposit an additional Rs 20,000 as compensation into the consumer legal aid account of the commission.

Uber Fined Rs 28,000 for Overcharging Customer in Chandigarh

Ritvik Garg, a resident of Mandi Gobindgarh in Punjab, reported that on September 19, 2022, he booked a moto connect ride through the Uber application from Sector 21A, Chandigarh, to Modern Housing Complex, Sector 13, Chandigarh.

Despite the fare shown at booking being around Rs 53, Garg alleged that the driver, Kailash, charged him Rs 80 based on his own rules. Garg raised this issue with Uber India on September 22, 2022, through a legal notice and subsequent emails, but his grievance remained unresolved.

Uber India in reply said it is a technology services provider that merely provides software on smartphones [Uber-app] that acts as a common platform for the Driver Partners and Riders/Users like the complainant to interact directly with each other for the purpose of availing and providing transportation or taxi services.

“Uber does not provide transportation services or functions as a transportation carrier, nor does it operate as an agent for the transportation of passengers. The transactions between the complainant and Uber India are governed by the terms and conditions agreed by them at the time of availing the service. As per the terms and conditions, Uber India only provides technology services that help to arrange and schedule transportation services while the actual service is provided by Driver Partners,” Uber India said.

The Commission on hearing the matter said after going through the record, it is abundantly clear that it is in the notice of Uber India that the complainant was overcharged Rs 27 but no investigation report was placed on record by Uber India to take action against the concerned driver. “Thus, we are of the opinion that when a customer pays money to the driver, some amount of money definitely goes to Uber India. Uber India simply cannot absolve its liability by shouldering the same upon the driver,” the Commission said.

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