Uber ‘Actively Discussing’ In-App SOS Button Integration With States Amid Rising Complaints Against Cabs On Govt Helpline

Ride-hailing company Uber is actively having discussions with several Indian cities to integrate its in-app SOS button with the state police departments, in a bid to make rides safer for its users.

Currently, in Hyderabad, if a rider or driver swipes to call, the information regarding the trip including vehicle details and live location is sent to a police control room. ( Image Source :Getty )

Ride-hailing company Uber is actively having discussions with several Indian cities to integrate its in-app SOS button with the state police departments, in a bid to make rides safer for its users, the company told ABP Live. This comes amid Minister of State for Food and Consumer Affairs Ashwini Kumar Choubey's reply to Lok Sabha on Wednesday that said 18,890 complaints have been received on the National Consumer Helpline since 2017 against cab aggregators Uber and Ola.

"441 grievances have been received on PG (Public Grievance) portal and 18,890 complaints received on National Consumer Helpline from January 1, 2017 to March 31, 2023 against Ola and Uber," Choubey said in a written reply to Lok Sabha.

Uber's engagement with Indian states for the integration of the in-app SOS button aligns with the recent announcement by the central government that makes it mandatory for passengers to use seat belts in the rear seats. 

Earlier in 2015, Uber had announced upgrading its 'SOS button', which when pressed, it said, would send a real-time alert to the local police control room directly to respond to the emergency.

Now, the company has enabled a feature within the system that will ensure the nearest police control room is alerted in case of an emergency. Asked how the SOS button would work if a distress call doesn't get connected to the emergency number an Uber spokesperson told ABP Live: "Uber integrated its in-app SOS button with the Hyderabad Police last year. In Hyderabad, if a rider or driver swipes to call, the information regarding the trip including vehicle details and live location is sent to a police control room. They will then assign the nearest patrol vehicle to reach out and provide the necessary support." 

"Uber is in active conversations with other cities to integrate its in-app SOS button in collaboration with the state police departments." 

Asked about the presence of a 24x7 helpline number or customer support number, the spokesperson informed that it already has a 'Safety Line' which was launched in 2019 through which a user can connect to experts from our support team any time. The company mentioned that its 24x7 'Safety Line' allows riders to dial 88006-88666 from their phone or access it via the Uber app to connect to a live support agent. 

However, not many Uber users are aware of the 24x7 helpline number and post their grievances on Twitter tagging Uber India's account in times of distress, after facing repeated cancellations of rides and after encountering unruly drivers.

To recall, Uber announced in November last year that it would start notifying its users if a driver takes unexpected routes, in an attempt to provide better safety features. 

"This line will be available to riders to report any non-emergency safety issues while on-trip and up to 30 minutes after the trip has ended. Experts from Uber’s twin support centres in Hyderabad and Visakhapatnam are made available round the clock for support and answer 99 per cent of incoming calls within the first 30 seconds. Our customer support team is specially trained to respond to safety issues," the spokesperson informed.

It should be noted that Uber's in-app SOS button can be used by scrolling through the ride information menu > Tapping on the 'Safety shield' button > Tapping on the option 'Contact 112' from the Safety Tools menu.