Government directs action against drivers and platforms over complaints of forced tipping and extra charges
The Maharashtra government has ordered strict action against app-based taxi operators and drivers following a rise in complaints from commuters alleging forced tipping and demands for extra payments beyond app-generated fares.
Taking serious note of the issue, Maharashtra Transport Minister Pratap Sarnaik on Thursday directed the State Transport Commissioner to investigate complaints and initiate action against aggregator platforms 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 additional amounts after booking rides through mobile applications.
According to complaints, some drivers allegedly demand tips as a condition for completing rides or threaten to cancel bookings if passengers refuse to pay extra. Commuters have reported being left stranded, particularly during emergencies and late-night travel.
Sarnaik said forcing passengers to pay tips or additional charges against their wishes is unacceptable and amounts to unfair treatment of consumers. He stressed that the government will not tolerate practices that undermine public confidence in Maharashtra’s rapidly growing app-based transport sector.
The Transport Commissioner has been instructed to review the functioning of the concerned companies and take necessary action wherever violations are identified.
The latest directive expands the government’s focus beyond fare disputes to include passenger harassment and coercive tipping practices. The transport department has already been examining complaints related to unauthorised fare mechanisms and drivers refusing to accept app-displayed fares.
Earlier this year, Sarnaik had ordered an inquiry into complaints from Pune, where drivers were allegedly demanding payments through unofficial fare-calculation methods instead of accepting app-generated fares.
Dr Shrikant Shinde said that while tipping should remain a voluntary choice, forcing customers to pay extra amounts is a violation of consumer rights.
The issue has renewed concerns about accountability within the app-based mobility sector, with consumer groups pointing to increasing complaints involving ride cancellations, fare disputes and demands for off-app payments.
Sarnaik has also announced that Maharashtra is preparing a comprehensive aggregator policy aimed at improving regulation of app-based transport services. The proposed framework is expected to address fare transparency, passenger safety, service standards, grievance redressal and accountability of platform operators.
With millions of commuters relying on app-based taxis across Mumbai, Thane, Pune and other cities, the government’s latest directive will be closely watched as a test of its commitment to protecting passenger rights and ensuring transparency in the digital transport ecosystem.
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