રેપિડો (Rapido) કંપની દ્વારા ગિગ વર્કર્સના આર્થિક શોષણ સામે હ્યુમન રાઇટ્સ ફેડરેશન મેદાને: શ્રમ આયુક્ત અને મુખ્યમંત્રી કાર્યાલય (CMO) ને પાઠવાયું આવેદનપત્ર

Gujarat: Amid the rapid expansion of digital app-based services, concerns over the earnings, working conditions and financial security of gig workers and delivery riders have come into focus once again. The Human Rights Federation has submitted an official representation by email to the Labour Commissioner, Government of Gujarat, raising allegations of financial losses suffered by riders and concerns over the functioning and policies of Rapido. The federation has called for an impartial investigation and appropriate action. A copy of the representation has reportedly also been sent to the Chief Minister’s Office (CMO) for necessary action.

In the representation, Human Rights Federation President Mahendra Ailani has alleged that riders spend their own money on petrol and travel considerable distances to reach pickup points, only to be denied appropriate earnings or cancellation compensation because of technical glitches and company policies. The federation has urged the concerned authorities to investigate the matter and take steps to protect the interests of gig workers.

GPS Glitches: Why Should Riders Bear the Cost?: According to the federation’s representation, there are instances in which riders travel more than one kilometre to reach a pickup point after paying for their own fuel, while the app’s GPS tracking system reportedly records the distance as only around 100 metres. The representation alleges that even when riders comply with the prescribed requirements, technical discrepancies can prevent them from receiving appropriate cancellation fees or payment for their efforts. If a rider loses compensation because of a GPS-related technical issue, the resulting financial loss could directly affect their daily earnings.

The federation maintains that workers should not be held responsible for technical failures in a platform’s system. Instead, such complaints should be investigated fairly, and the compensation process should be made transparent.

Customers Cancel Rides, but Why Should Riders Suffer the Loss?: The representation also raises concerns about customers repeatedly booking and cancelling rides. According to the federation, such cancellations waste riders’ time, fuel and effort, while the policy governing compensation for their losses remains unclear. The federation has further alleged that, in some instances, riders receive insensitive responses from customer support representatives when they seek assistance, or their calls are disconnected.

It argues that an effective, accessible and accountable grievance-redressal mechanism is essential to ensure that workers’ complaints are properly addressed.

Key Demands of the Human Rights Federation: To safeguard the interests of gig workers and riders, the federation has placed the following demands before the government:

• Transparent cancellation compensation: Introduce a clear and fair policy to ensure that riders receive appropriate compensation when eligible rides are cancelled.

• Independent investigation of the GPS system: Conduct an impartial technical and government-level examination of Rapido’s GPS tracking system and ensure that necessary corrective measures are implemented if deficiencies are identified.

• Fair payment for riders: Assess losses arising from technical glitches or customer-initiated cancellations and provide appropriate compensation in accordance with the applicable policy.

• Effective grievance-redressal mechanism: Ensure that riders’ complaints are resolved within a specified timeframe and establish accountability for customer support services.

• Protection of gig workers’ rights: Establish effective regulatory and monitoring mechanisms that take into account the earnings, safety and working conditions of people employed through app-based platforms.

Demand for protection of gig workers in Gujarat; federation seeks fair cancellation compensation, transparent policies and an impartial investigation, warns of statewide agitation if no action is taken. The issue raised in the representation extends beyond the policies of a single company. The earnings of thousands of people working through digital platforms depend on their daily assignments, fuel expenses and the conditions imposed by the apps they use. In such circumstances, problems involving GPS discrepancies, cancelled rides and unclear compensation policies can create financial uncertainty for workers who depend on these platforms for their livelihoods.

It remains to be seen whether the Labour Department initiates an investigation based on the representation and what steps, if any, are taken to address the concerns raised by riders.

Important Note: This report is based on the representation submitted by the Human Rights Federation and the allegations contained in it. An official response from Rapido has not been provided for this report.