Accountability of Online Cab and its driver throughout the journey
Judgment dated of Kurnool District Consumer Forum in consumer complaint no.12 of 2026 of Ullaji Chennamma Vs. Ola Head Office (Bengaluru)
Ola and Online Platforms facilitating booking of cabs between independent third party drivers and customers are also accountable for the mis-conduct of the drivers and deficiency in service.
Intermediary or facilitator providing online platform cab booking for the customers are also responsible for the misconduct of the drivers who are said to be independent third party.
Merely describing itself as an online platform does not absolve the intermediary from its liability for the consumers since they avail services through its online application. The consumer who has agreed to pay fare for the ride is a consumer under the Consumer Protection Act.
Once the service is booked and commenced through the online platform operated by the intermediary / facilitator, the latter owed a duty of care and responsibility to ensure reasonable safety, reliability and accountability in the service given through its associated drivers, even if they are independent third party.
Judgment dated of Kurnool District Consumer Forum in consumer complaint no.12 of 2026 of Ullaji Chennamma Vs. Ola Head Office (Bengaluru)
Once the service is booked and commenced through the online platform operated by the intermediary / facilitator, the latter owed a duty of care and responsibility to ensure reasonable safety, reliability and accountability in the service given through its associated drivers, even if they are independent third party.
