Complaints, Safety Reporting, and Redress in Online Ride-Hailing Platforms in Kenya.
Beyond online security guidelines and statements to actionable redress for those aggrieved.
- A recent incident involving the kidnapping of two ladies by drivers on a ride-hailing platform highlighted the importance of prioritizing user safety and implementing efficient reporting systems.
- Social media and collective actions have emerged as powerful forces in addressing safety concerns within the digital economy. Users have organized hashtags on social media and formed collective efforts to amplify their concerns and seek greater accountability from platforms.
The safety concerns prevalent within ride-hailing apps have come under intense scrutiny in recent times, particularly following a distressing incident involving drivers on a popular ride-hailing platform. The incident involved the unfortunate kidnapping of two ladies by drivers operating on a ride-hailing platform. This incident served as a catalyst, prompting a significant response from users who took to social media to share their encounters and express their deep concerns regarding safety when using ride-hailing platforms. Comments on social media highlighted the frustrating, disheartening, and inefficient pathways that users have experienced while attempting to address their lodged complaints within online apps. It was great witnessing the impact of collective action on social media, particularly on Twitter and Instagram, although I believe it should not have reached this point. Diverse individuals uniting to construct, reconsider, and impose responsibility on technology have been steadily increasing, and it’s great to see that!
This and similar other incidents shed light on the immediate necessity for robust safety measures and efficient reporting systems to be in place within platforms, ensuring that user well-being and safety remain a top priority. Underscoring the importance of analyzing how complaints and appeals are made on digital platforms, the role of consumer and worker collectives in amplifying issues, and the role of policies and regulations in the digital economy to protect and advocate for the rights of all users.
At Spur Collective, our objective is not only to showcase such collaborations but also to establish interactive spaces for participation, provide toolkits and guidelines, and encourage others to share their approaches and insights to developing tools that enable positive digital experiences. Through this, we can gain valuable insights into the challenges and potential solutions surrounding Kenya’s digital economy, both for gig workers and customers.
Two-way street — Both drivers and riders seek redress.
In a comprehensive analysis conducted by the International Labour Organization (ILO) on worker protests in digital labor platforms, health, and safety is a common grievance, particularly in ride-hailing services. When examining digital platforms and security issues more closely, a prominent concern that arises is the heightened security risks. The Platform Livelihoods project and other related literature highlight the risks associated with location-based service offerings. Since these platforms facilitate physical meetings between workers and clients, ensuring the safety and well-being of both parties becomes a pressing issue. For example, in the case of ride-hailing, the nature of the job often requires drivers to pick up and drop off passengers in various locations, making them vulnerable to a range of offline challenges such as harassment, theft, or even violence. While ride-hailing companies have implemented robust safety measures and protocols, including conducting thorough background checks on drivers, establishing clear guidelines for passenger behavior, and providing channels for effective communication and incident reporting, there are still complexities involved in technology-mediated measures. Responses to emergencies may be delayed or come too late. By prioritizing the physical safety of drivers and passengers alike, the ride-hailing sector can strive to create an environment that fosters trust, confidence, and mutual respect.
Platform safety guidelines offer varied measures and regional adaptation.
“Every day, our technology puts millions of people together in cars in cities around the world. Helping keep people safe is a huge responsibility and one we do not take lightly.” — Dara Khosrowshahi, Uber.CEO”
“Peace of mind every time you ride. These innovative features ensure our riders always feel safe and comfortable while riding with Bolt. Products and features vary by country. Some features listed here may not be available in your app.” — Bolt. Website
By browsing through their safety pages, it becomes evident that platforms acknowledge the need to prioritize user safety for both the riders and their driver partners. These safety measures encompass a range of strategies. One significant measure is user verification, which ensures the authenticity of the profiles of both drives and clients. Most platforms have also incorporated emergency features, such as SOS buttons, that promise to provide immediate assistance when needed. Additional precautions include the introduction of impromptu and verification selfies and PINs to let one know they are on the right ride. Platforms also emphasize the significance of driver and rider ratings that seek to foster mutual respect and accountability. For teens, parental approvals are encouraged and are available in some regions to protect young users, acknowledging the specific safety concerns that might arise in such scenarios. Additionally, platforms caution clients against using vehicles that do not match the details provided on the platform, as such discrepancies can pose risks. Other common measures are the encouragement to share trip details with loved ones and having the trip history in record for future reference. These measures allow users to make informed decisions.
Beyond these provided guidelines, drivers and clients use their judgments to make decisions about rides.
For instance, in Kenya, a point of contention emerges with the option for riders to cancel rides, as some drivers decline rides in specific localities due to perceived crime rates or a lack of business, leading to disagreements between riders and drivers and raising the concerns on who gets to cancel? Is the onus on the client or the driver? Who’s profile gets a strike after this? Currently, balancing the cancellation rights and account restrictions remains a challenge.
When the reporting process lacks user-friendly tools and poses challenges.
The reporting process plays a crucial role in ensuring user safety on digital platforms. While platforms often claim to offer user-friendly reporting tools to address safety concerns, challenges can arise, leading to frustration and a loss of trust in their commitment to resolving issues. Users need to understand how the reporting process works and what happens when reports are submitted to the relevant authorities. However, users have stated encountering delays or unanswered reports, leaving them feeling unheard and their concerns unaddressed. For example, relying solely on email correspondence with a distant company can be a significant source of concern for many.
Platforms need to prioritize the development of user-friendly tools that enhance the reporting experience and encourage users to come forward with their concerns, thereby fostering a safer online environment. Another aspect to consider is striking a balance between automation and human involvement in resolving issues. While automation can streamline the reporting process, it should not entirely replace human moderation. Combining automated systems with human assessment allows for a comprehensive evaluation of reports, consideration of contextual factors, and personalized responses to user concerns.
Addressing issues such as long hold times on customer service calls is also crucial. Prompt and effective communication with users is vital in building trust and ensuring that reported complaints receive appropriate attention. By identifying the challenges in the reporting process and advocating for user-friendly tools, platforms can improve the reporting experience and enhance platform accountability. Research and design efforts should focus on creating efficient, transparent, and responsive reporting systems that cater to user needs, ultimately fostering a safer and more reliable online environment.
Public statements, performative PR efforts, and a call for genuine action.
Even with guidelines and statements, there is room for better practices and enhanced user experiences. Platforms need to prioritize substantial actions that address user concerns and enhance safety — moving beyond reactive and performative gestures and prioritizing genuine action to enhance user safety. It is not enough for platforms to rely solely on public relations efforts; they need to demonstrate tangible steps and proactive measures to address reported complaints. Transparency is crucial in this process, with platforms expected to provide comprehensive reports on the actions taken in response to user concerns. Users need to see real progress being made, both within the platform itself and through other external channels.
From the recent complaints, it was not just about the messages being sent but also the actions being undertaken by platforms. Users question what is happening behind closed doors and whether the platforms truly address their concerns. Providing transparent updates on the steps taken to address complaints and improve user safety is essential. By examining the performances of platforms and the extent to which their actions align with their messaging, we can shed light on what is working and what is not.
The power of collectives in amplifying concerns and seeking accountability
Collectives have emerged as powerful forces in addressing safety concerns within the gig economy. From announcing walk-offs by platform workers to #deleteX campaigns by consumers, users have organized collective actions to amplify their concerns and pressure platforms to take action. These collective efforts, including social media campaigns and publishing open letters through union groups, have the potential to drive meaningful change by raising awareness of systemic issues and demanding greater accountability from platforms.
It is essential to understand the dynamics of these collectives and how they are created. While collectives provide a stronger voice and visibility to the issues at hand, what is needed to keep the complaint going and seek accountability? The fair work pledge initiative is one great example of how we can come together to seek accountability in digital labor. Balancing advocacy and collaboration becomes crucial in this process. While collective actions can generate momentum, it is equally important to foster collaboration with platforms, users, and policymakers to achieve long-term solutions. We can identify strategies that strike the right balance between advocating for change and collaborating with relevant stakeholders.
A call for urgency in policy and regulatory adaptation in a rapidly evolving digital landscape.
Policy and regulation play a crucial role in creating a safe and accountable digital landscape. In the rapidly evolving digital economy, policymakers and regulators need to adapt swiftly to keep pace with the changing dynamics of the sector. It is the ‘change sector,’ with significant and frequent transformation, necessitating policy catch-up with digital advancements.
Collaborative approaches involving stakeholders and experts are necessary to ensure effective policy adaptation. Policymakers need to actively involve platform operators, users, workers, and other relevant stakeholders to gather insights and perspectives that inform the development of robust policies. By incorporating the expertise and experiences of those involved in the digital economy, policymakers can create regulations that are practical, balanced, and responsive to the needs of all stakeholders.
While it is essential to protect user rights and ensure their safety, it is equally important to foster innovation and enable responsible growth within the sector. Policymakers need to develop frameworks supporting user protection while allowing platforms to innovate and adapt to changing market demands. In this rapidly evolving landscape, the role of future strategists becomes pivotal in guiding policy development. These strategists can analyze the trends, technologies, and emerging practices within the gig economy to foresee the potential impacts and challenges that policymakers may face. By having foresight and considering the long-term implications, strategists can provide valuable insights that shape effective and forward-thinking policies.
The way forward and research questions to explore.
Worker organizing, collective consumer actions, and policy interventions play a crucial role in shaping digitization, specifically in addressing such security issues that involve socio-technical aspects. In the transport industry, security concerns extend beyond economic factors and encompass issues such as carjacking, kidnapping, sexual assault, murder, and theft. The Uber safety report serves as a notable case highlighting both progress made and areas that would require further attention. Some research questions to explore in ensuring safety in digital platforms include:
- Exploring how we can enhance transparency in the actions taken by platforms in response to reported complaints. Digital platforms need to prioritize the development of user-friendly reporting tools and transparent procedures to build trust among their users.
- Looking at how we can leverage the power of collective action to amplify concerns and drive meaningful change on online platforms. Within the digital economy, it is essential to investigate ways in which individuals and communities can come together to raise their concerns and advocate for change on digital platforms.
- Exploring how we can encourage collaboration between platforms, users, and policymakers to shape policies that promote user safety and platform accountability. By fostering collaboration between platforms, users, and policymakers, we can create an environment where all stakeholders work together to develop and implement policies that prioritize the safety of users and hold platforms accountable for their actions.
In an ever-changing digital sector, the need for effective collaboration and policy adaptation is particularly urgent. One notable observation is that collectives possess the potential to effectuate change within digital platforms. Their ability to mobilize, collaborate, and leverage their collective agency is a powerful force for advocating transformation. This phenomenon resonates with the findings from platform livelihoods research, where workers harness their community networks as resilient support systems. By recognizing and nurturing the role of communities, we can foster an environment that empowers individuals, amplifies their voices, and drives positive change within digital platforms.
