Daijiworld Media Network – Mumbai
Mumbai, Jun 12: The Maharashtra government has directed authorities to crack down on app-based taxi operators following a rise in complaints from passengers alleging coercive demands for tips and additional payments beyond fares shown on ride-hailing platforms.
Taking serious note of the issue, Transport Minister Pratap Sarnaik has instructed the State Transport Commissioner to initiate action against aggregator companies and drivers found violating passenger rights.
The move follows concerns raised by Kalyan MP Dr Shrikant Eknath Shinde, who highlighted growing instances of commuters being pressured to pay extra amounts after booking rides through mobile applications.
According to complaints received, some drivers allegedly demanded tips as a condition for completing trips, while others reportedly threatened to cancel rides if passengers refused to pay additional charges. Commuters claimed such practices have left many stranded, particularly during emergencies and late-night travel.
Sarnaik said forcing passengers to pay tips or extra charges against their wishes was unacceptable and amounted to unfair treatment of consumers. He stressed that the government would not tolerate practices that undermine public confidence in app-based transport services.
The Transport Commissioner has been directed to examine the functioning of the concerned platforms and take appropriate action wherever violations are detected.
The latest directive expands the government's scrutiny beyond fare-related disputes to include passenger harassment and coercive tipping practices. Earlier this year, the transport department had launched an inquiry into complaints from Pune where drivers allegedly demanded payments through unofficial fare systems instead of accepting fares generated by ride-hailing applications.
Dr Shrikant Shinde said voluntary tipping is a personal choice, but compelling customers to make additional payments constitutes a violation of consumer rights.
The issue has renewed concerns over accountability in the app-based mobility sector, with consumer groups pointing to increasing cases of ride cancellations, fare disputes and demands for off-app payments.
Sarnaik also noted that the state is working on a comprehensive aggregator policy aimed at improving regulation of app-based transport services. The proposed framework is expected to focus on fare transparency, passenger safety, service standards, grievance redressal mechanisms and accountability of platform operators.
With millions of commuters relying on app-based taxi services across Mumbai, Thane, Pune and other cities, the government's action is expected to be closely watched by both passengers and industry stakeholders.