Yango, InDrive grilled over passenger safety complaints

Federal Ombudsperson demands proof of safety, anti-harassment protocols, compliance with workplace harassment law

Yango Pakistan and InDrive Pakistan, two of the largest ride-hailing service companies operating in the country, have been directed to prove compliance with Workplace Act 2010 after multiple sexual harassment complaints were filed against their drivers. 

Complainants before the Federal Ombudsperson Secretariat for Protection Against Harassment detailed unwanted sexual advances, verbal harrassment, inappropriate conduct and frequent diversions from designated routes. 

The Ombudsperson has sought proof of compliance with the Protection Against Harassment of Women at the Workplace Act 2010 from Yango Pakistan and InDrive in two separate notices, including: 

• Evidence of a legally mandated Inquiry Committee (Section 3 of the Act)
• Proof of display and dissemination of the official Code of Conduct (Section 11)
• Detailed internal protocols for addressing harassment complaints
• All passenger-safety systems, such as driver vetting, route monitoring, in-app safety tools, and staff training mechanisms
• A complete record of all harassment-related complaints from the past three years.

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A FOSPAH spokesperson told The Express Tribune that ride-hailing companies “carry an elevated responsibility to ensure safe, dignified, and respectful travel environments, particularly for women who rely on these services daily”.

Responding to the notice, Yango's spokesperson told The Express Tribune that the company maintains a "zero-tolerance policy" when it comes to customer safety. 

He insisted that the application features 24/7 customer care and internal safety teams follow strict protocols to investigate such complaints. "[It] is usually [within] a matter of hours that we receive initial information." 

The company then "permanently" bans the driver and the vehicle to prevent them from working on the platform again, said the spokesperson, adding that passengers are also guided on how they can pursue legal action. 

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Moreover, Yango requires drivers to complete a verification process, which entails proof of driver's license, vehicle documentation and personal details. Regular "selfie-verification" checks are also conducted, added the spokesperson. 

InDrive representatives shared similar policies when approached by The Express Tribune for comment. They maintained they "suspend" the accused driver's account while they investigate the matter. If found guilty, the driver is removed from the platform altogether. 

InDrive further ensures that each ride is tracked through GPS and the app automatically detects unusual ride patterns or diversions from designated routes. Besides, passengers can share live trip details with up to five trusted contacts in the app, said the spokesperson. 

Both the ride-hailing companies maintained they provide immediate emergency support around the clock.