Do you have a process for investigating repeated driver complaints?

Yes; repeated complaints take the driver off the route.

What is your process for removing a driver after a serious complaint?

The driver is taken off your route and replaced.

Do you share driver performance with companies?

Yes, in the monthly report on request.

How We Evaluate Drivers and Handle Complaints

How do you evaluate driver performance?

Short answer

On punctuality and feedback; serious or repeated complaints end it.

Shiv Shakti Tours & Travels evaluates drivers on two things: punctuality, measured from GPS reporting times, and feedback from passengers and company coordinators. Every complaint is looked into with the driver. A driver who draws repeated complaints, or one serious complaint, is taken off that company's route and replaced.

Answered by Vaibhaviba Bhavsinh Solanki, owner of Shiv Shakti Tours & Travels · Last checked 9 October 2026 · 2 min read

GPSpunctuality

Feedbackreviewed

Everycomplaint looked into

Removedafter serious or repeated

Key facts: driver evaluation

Measured: Reporting times from GPS
Heard: Feedback from passengers and coordinators
Complaints: Each one looked into with the driver
Repeated complaints: Driver taken off the route
Serious complaint: Driver taken off the route
Replacement: Another briefed driver on the route
Raising feedback: Phone, WhatsApp or email, 24/7
Reported to companies: In the monthly report on request

What is a driver judged on?

On what passengers and coordinators feel every day: turning up on time, driving safely, and behaving well.

Measure	Source
On-time reporting	GPS times against the roster
Driving	Feedback; GPS route record
Conduct and service	Feedback from passengers and coordinators
Car condition	Checks and feedback

What happens when you complain about a driver?

We take the details, speak to the driver and check the GPS record, and tell you what we found and what we are doing. A serious complaint, or the same problem again, means the driver no longer runs your route.

See how to report an issue.

How are missed pickups looked into?

A missed pickup is checked against the GPS record and the roster to find whether it was the driver, a wrong address or a late change, and the cause is fixed for that route.

See repeated delays and corrective action.

Where do these facts come from?

The driver evaluation on this page was confirmed by the owner on 9 October 2026.

Driver review on punctuality and complaints, and removal after serious or repeated complaints, confirmed by the owner on 9 October 2026.

About this answer

Written and checked by Vaibhaviba Bhavsinh Solanki, owner of Shiv Shakti Tours & Travels, a GST- and MSME-registered taxi and car rental company in business since 2018. Branch: Hansalpur Circle, Becharaji, near the SMG (Maruti Suzuki) plant, Gujarat 384210. Head office: B-50, First Floor, Jay Bhanu Society, Gate No. 2, Ghatlodiya, Ahmedabad 380061. Open 24/7 on +91 99745 30788. Rated 4.9 on Google.

To cite this answer:Shiv Shakti Tours & Travels, "How do you evaluate driver performance?", updated 9 October 2026, https://www.shivshaktitoursandtravels.in/answers/safety-and-tracking/driver-performance-and-complaints/

Talk to us

Call or WhatsApp any time. We answer in English, Gujarati and Hindi, and confirm the car and fare before you travel.

Shiv Shakti Tours & Travels, Hansalpur Circle, Near SMG (Maruti Suzuki) Plant, Becharaji, Gujarat 384210 · Ahmedabad office: B-50, First Floor, Jay Bhanu Society, Gate No. 2, Ghatlodiya, Ahmedabad 380061 · Open 24/7 · See our Terms and Cancellation & Refund Policy.