Uber Says Sorry In A Letter To Its Customers, Suspends Operation In Delhi. Full Text Here

As our country is still reeling from shock after the rape perpetrated by the Uber cab driver, there seems to be a hundred related issues in the limelight. It seems that the focus is unjustly shifting from how the crime rate against women is still rising to “should Uber be banned? Will that help?”. We’ve heard a lot of sides on these issues. From ministers to journalists to enraged Uber loyalists, everyone’s got a say on this.

However, Uber, for the first time, has released a detailed letter which talks about how they wish to create a safer Delhi by revamping their safety measures. Is this a little too late? Is this just damage control? What is your say on this?

Here’s the full text of the newsletter Uber sent out to its customers earlier in the evening today.

MOVING TO A SAFER DELHI, TOGETHER

Hey Sattvik,

We are sorry and deeply saddened by what happened over the weekend in New Delhi. Our hearts go out to the victim of this horrible crime. We have been and will continue to do everything in our power to assist the authorities to help bring the perpetrator to justice. The events of this week have made us reflect on our operations in India and we are immediately undertaking a number of important actions. During this review, we will suspend operations in New Delhi. First, let us acknowledge that we must do better; and we are conducting a full audit of our verification, rider feedback and support processes. We are implementing measures to ensure that critical rider feedback is escalated immediately and immediate action is taken in every instance. We are also re-reviewing rider feedback on every driver partner across India to make sure nothing has been missed. Second, we are assessing all driver screening processes. We are evaluating additional screening options to include background checks on all our driver partners in India above and beyond what is currently required. Third, we will also bring in our global best practices where it would enhance our India safety efforts. Fourth, we will also partner closely with organisations that are championing women’s safety here in New Delhi and around the country. Safety is our top priority. We are fully committed to partnering with and are in discussions with the government, other transportation organisations and safety experts in India to implement robust solutions to ensure a safe ride. Our efforts will not end there. Uber stands shoulder to shoulder with the cities we serve, and are investing in technology advances to help make cities a safer place. Your support means a lot to us. We will come back better and stronger for the New Delhi community, ready to serve you again.

What happens to my Paytm wallet balance in the meanwhile?

Our partnership with Paytm, one of India’s leading payment solutions means that you can use your balance across the various merchants they support. If you still wish to have your balance refunded, you may reach out to them on care@paytm.com to have your balance credited to your bank account/debit/credit card.

Questions? Please reply to this email or tweet to us at @Uber_Delhi