The promise of flexibility and economic empowerment offered by India’s burgeoning gig economy is increasingly overshadowed by concerns of exploitation, algorithmic control, and a lack of basic worker protections. Recent protests, particularly those led by women gig workers, highlight a growing discontent with the conditions imposed by platforms like Urban Company, Blinkit, and Swiggy, even as the sector continues to expand rapidly.
On , the Gig & Platform Service Workers’ Union (GIPSWU), a women-led organization, staged a nationwide strike demanding an end to what they describe as “unregulated algorithmic control” and the establishment of a worker-centric legal framework. Demonstrations took place in major cities including Delhi, Jaipur, Bengaluru, and Mumbai, drawing between 250 and 300 participants, predominantly women.
The protests follow a government directive requesting quick-commerce platforms to cease offering “10-minute deliveries” following similar worker strikes. However, activists say What we have is just the beginning of a larger battle for fair treatment and sustainable working conditions. The core of the issue lies in the platforms’ rating systems and the threat of account deactivation, which workers fear can leave them without income and unable to meet basic needs.
Sunita, a beauty service provider working through the Urban Company app in Delhi, expressed her anxiety over a recent drop in her rating to 4.69 out of 5. A “first profile strike” warning on her app indicates that she must maintain a rating above 4.7 to avoid potential repercussions, including mandatory retraining at her own expense and a temporary suspension of her account. “All it requires is one customer complaint or a random ID block, and I am out without notice or savings,” a delivery worker for Zomato, Raju Kumar, told DW in a similar sentiment.
The rating system dictates access to benefits, with higher-ranked workers receiving better health insurance for their families and less frequent equipment checks. Workers report facing immense pressure to fulfill every customer demand, regardless of its reasonableness, to avoid negative ratings. Cancellation policies are also restrictive, with limitations on the number of trips that can be cancelled per month, further eroding worker autonomy.
The phrase “Gig toh unhone khatam hi kar diya hai” (They have taken the gig out of the work) encapsulates the frustration felt by many workers at Jantar Mantar, the site of the Delhi protest. They argue that the flexibility that initially attracted them to the platforms has been eroded by features like “auto-booking,” which removes their ability to decline jobs, and requirements to maintain a minimum number of working hours, even on weekends.
The fear of ID blocking looms large. Reena Das, a former Urban Company worker, had her ID blocked after making multiple cancellations due to personal circumstances. Others at the protest expressed similar fears, covering their faces to avoid identification and potential repercussions. Workers hold posters reading, “unblock our IDs, unblock our lives.”
The GIPSWU has submitted memorandums to both Urban Company management and the National Human Rights Commission (NHRC), calling for intervention to address ID blocking, restrictive cancellation rules, and the auto-booking feature. They also highlight the lack of adequate facilities for workers, particularly women, including access to restrooms while on the job.
Workers shared anecdotes of customers denying them access to restrooms, fearing that requesting such access could negatively impact their ratings. The lack of support during pregnancy was also a recurring theme, with workers reporting a lack of accommodations and the potential for ID blocking if they are unable to fulfill service requirements.
Urban Company promotes itself as a platform empowering women, showcasing success stories on social media. However, workers at the protest painted a different picture, describing the challenges of balancing work with family responsibilities and the constant pressure to maintain a high rating while facing unpredictable schedules and financial insecurity. Neha, a single mother, described having to leave her unwell child unattended while working to maintain her income.
In a press statement issued after the protest, Urban Company claimed that its partner earnings have increased, averaging ₹28,322 monthly, up from ₹26,489 in the same period last year. They also highlighted benefits such as group life and accidental insurance. However, the statement did not address the specific concerns raised by workers regarding ID blocking, restrictive policies, and lack of basic amenities.
The company acknowledges that partners spend between ₹2,662 and ₹4,701 on commute and product costs, and that their commission cut is around 28%. Workers argue that the products they are required to purchase through Urban Company are often more expensive than those available elsewhere, adding to their financial burden. Bundle booking, a feature offering discounts to customers at the expense of worker earnings, is also a source of contention.
The situation underscores a broader trend in India’s gig economy, where millions of workers are reliant on app-based platforms for their livelihoods. India’s gig workforce is projected to triple within this decade, according to NurPhoto/picture alliance. The protests represent a growing demand for greater regulation and social protection for these workers, as they navigate the challenges of a rapidly evolving labor market. The debate, as Zomato co-founder Deepinder Goyal framed it, is less about labor issues and more about visibility and discomfort with inequality, a discomfort brought into sharp focus by the direct interaction between the working and consuming classes.
