Federal ombudsman requires proof of safety, anti-harassment protocols, compliance with workplace harassment law
Yango Pakistan and InDrive Pakistan, two of the largest ride-hailing companies operating in the country, have been asked to prove compliance with the Workplace Act 2010 after several sexual harassment complaints were lodged against their drivers.
Complaints before the Federal Ombudsman’s Secretariat for Protection Against Harassment detailed unwanted sexual advances, verbal harassment, inappropriate behavior and frequent diversions from designated routes.
The Ombudsman has sought evidence of compliance with the Protection of Women from Harassment at Work Act 2010 from Yango Pakistan and InDrive in two separate notices, including:
- Evidence of a legally authorized investigation committee (section 3 of the Act)
- Evidence of display and dissemination of the official code of conduct (Section 11)
- Detailed internal protocols for handling harassment complaints
- All passenger safety systems, such as driver control, route monitoring, in-app safety tools and staff training mechanisms
- A complete record of all harassment-related complaints from the past three years.
Read: Ride-touting companies see exclusive SOPs
A FOSPAH spokesman said Express Pakinomist that ride-hailing companies “bear an increased responsibility to ensure safe, dignified and respectful travel environments, especially for women who rely on these services on a daily basis”.
Reacting to the announcement, Yango’s spokesman said Express Pakinomist that the company maintains a “zero tolerance policy” when it comes to customer safety.
He insisted that the application has 24/7 customer support and internal security teams follow strict protocols to investigate such complaints. “[It] is normal [within] a matter of hours when we receive first information.”
The company then “permanently” bans the driver and vehicle to prevent them from working on the platform again, the spokesman said, adding that passengers are also being advised on how to pursue legal action.
Read more: Promises of drive hit the breaks
Yango also requires drivers to complete a verification process, which involves proof of driver’s license, vehicle documentation and personal information. Regular “selfie verification” checks are also carried out, the spokesperson added.
InDrive representatives shared similar policies when contacted by them Express Pakinomist for comment. They maintained that they “suspended” the accused driver’s account while they investigate the matter. If the driver is found guilty, the driver is removed from the platform entirely.
InDrive further ensures that every trip is tracked via GPS, and the app automatically detects unusual driving patterns or diversions from designated routes. In addition, passengers can share live travel details with up to five trusted contacts in the app, the spokesperson said.
Both ride-haiing companies maintained that they provide immediate emergency assistance around the clock.
