The on-demand service provider Go-Jek recently launched two new initiatives to improve the safety of its partners and users in Indonesia. The security solutions consist of a risk mitigation programme and new security features.
The measures were announced after a customer using Go-Jek’s services allegedly raped a Go-Massage therapist in Bandung earlier this month. The case is currently a police investigation.
Go-Jek’s chief of corporate affairs Nila Marita said that users’ safety and comfort are Go-Jek’s priorities: “We want everyone to continue to rely on Go-Jek’s services whenever and wherever they need, without any worries,” she said in an official statement. “As a super app, we continue to innovate. Not only in technology development but also risk mitigation efforts through educational programmes for our driver-partners.”
According to Nila, the research that led to Go-Jek’s implementation of the new security push was conducted before the alleged rape. The company realised that there was space for criminals to exploit the process of using Go-Jek’s platform, possibly inflicting harm upon partners and users. Citing its internal research, the Indonesia ride-hailing unicorn claimed that around 0.001% of the total complaints received were regarding sexual harassment.
To eliminate the possibility of sexual violence taking place—and involving its platform—Go-Jek is collaborating with Hollaback! Jakarta, a local movement against street harassment that is part of the Hollaback! global initiative. Together, Go-Jek and Hollaback! Jakarta organise provide training for the company’s drivers, increasing their awareness of sexual violence. The training material includes the identification of different types of sexual harassment, as well as prevention and how to fight back when necessary. The pilot training programme is currently implemented in several big cities, namely Jakarta, Bandung, Bali, and Palembang.
Go-Jek’s new security features are a function to share a rider’s trip and an emergency button. With these new components folded into the platform, riders can share real-time information—including drivers name, vehicles, and plate number, as well as pickup and delivery locations, travel status, and estimated travel time—with their selected contacts. And if an unpleasant situation occurs during the ride, the emergency button can be hit. Once the report is verified, Go-Jek will assign a unit to respond to the user.
For now, Go-Jek is rolling out the emergency button in its Go-Car service in the Greater Jakarta area before gradually making it available throughout Indonesia. The emergency button’s inclusion is a requirement set by Indonesia’s Ministry of Transportation in the new ride-hailing service regulation.
Go-Jek also formed a dedicated team, called the emergency unit, that will handle every report of sexual violence received by the call centre. The team will provide assistance to victims in seeking medical examinations, treatment, therapy, and legal counsel.
Editor: Brady Ng