them, it may be more important to encourage other options that are available such as the Metro, the sub­urban train services or even the special airport buses that are available for travellers. These modes are already more accessible and affordable, however, probably not entirely user-friendly. The new guidelines also allow both drivers and riders to cancel the rides with a penalty of 10 per cent(up to a maximum of INR 100) per trip. While this has good intentions, in reality it has led to a fall in the consumer experience because rides are cancelled by drivers based on where they(the drivers) want to go. This may lead to geographical exclusion of areas and thereby the people in those areas, affecting their access to these services. It is important to review these conditions after some time of observation. 5.9 Digital literacy The guidelines say that smart mobility apps should be available in English, Hindi and a regional language. This will solve the problem for people literate in any one of these three languages. Digital literacy is increasing and this will allow consumers to be more comfortable booking the rides, paying for them online, and making complaints online, if necessary. Based on the learnings from various studies on digital literacy and human-tech-interface, it is recommended that smart mobility apps do not have too much information displayed on a single screen, and specifically mention if cash payments are allowed. In some cases, commuters have reported that some drivers insist on cash payments, but this should actually be the choice of the rider and not the driver, and this is where digitalliteracy and understanding of the app are important. The use of colour codes and pictograms are also encouraged for the benefit of commuters who are less or not literate. l less or not literate. literacy and 5.10 Gaps in the guidelines The consumer redressal system is still unregulated and that is also a stress-point for consumers with many complaining that there is almost no consumer grievance redressal system in place. Although the guidelines released in 2020 are a highly wli elcome move in this space, there are still increased reports of rash driving, drivers complaining of lower returns, drivers not switching on air conditioners and not showing elderly or gender sensitivity. The guidelines have fixed 80 per cent of the fare as the driver's share and 20 per cent goes to the aggregator. In spite of this, drivers are not very happy with their financial returns, eventually impacting rider experience. This begs the question if something is still missing. A detailed study into this aspect will be necessary to make sure that some loopholes have not gone overlooked. Smart mobility in India from an equity perspective 19