Page 907 - The Central Motor Vehicles Rules, 1989

MOTOR VEHICLE AGGREGATOR GUIDELINES, 2020 879

(10) Implementing a zero-tolerance policy on the use of drugs or alcohol
applicable to any Driver, provide notice of the zero-tolerance policy on its website,
as well as the procedure to report a complaint about a Driver when a passenger
reasonably suspects that the Driver is under the influence of drugs or alcohol
during the course of the ride. The Aggregator shall immediately Off board such
Driver upon receipt of a passenger’s complaint alleging violation of the zero-
tolerance policy. The suspension shall last or continue during the period of
investigation by the Aggregator.
(11) Establishing a control room with 24x7 operations and ensuring that all
the vehicles, on direction of the Aggregator, maintain uninterrupted contact with
the control room. The control room shall be in a position to monitor the movements
of all the vehicles on the directions of the Aggregator..
(12) Estabtishing call centres with valid telephone number and operational
email address displayed clearly on the App with 24x7 operations wherein assistance
shall be provided to the Rider and/or the Driver in English and Hindi as the
primary languages, for both the Driver and the Rider along with the option of
an official language of the relevant state. These call centres shall be responsible
for the following:
(a) To enable the Rider and/or Driver to contact the Aggregator’s call
centre in relation to issues concerning the ride, while the ride is in
progress or after the completion of the ride for a period of 3 months
as specified under sub-clause (4) above, by inclusion of a call feature
on the App. The Aggregator shall also provide for the assigned
Driver’s direct contact number, to be available to the Rider and
accessible for a period of 24 hours from when the ride was availed.
(b) To ensure timely and effective redressal of the Riders’ grievances on
receipt of any complaint concerning the ride/the Driver/the
condition of the vehicle. Rider concerns pertaining to a ride and the
Driver may be reported not beyond a period of 24 hours from when
the ride was availed:
PROVIDED that the complaint registered with the grievance
redressal centre is criminal in nature, then the limitation period for
filing such complaint shall be extended beyond the specified limit of
24 hours upto a maximum of 72 hours. In such scenario, the concerned
Driver shall be Off-boarded from the Aggregator till such issue is
not resolved:
PROVIDED FURTHER that, in case of complaints against the Driver
concerning violation of the provisions under the Act, the Driver shall
be Off-boarded for a period of 2 days, from the day on which the
complaint has been made.
(13) Extending utmost cooperation with investigating authorities in relation
to any untoward accident or incident involving jeopardizing a Rider’s safety,
which may have arisen due to action or inaction of the Driver on an assigned trip.