Theseus Shambare
“SHUTTLING between places within a city has never been this convenient and affordable. The advent of app-based transport services has been a game-changer for many. Kana usati wakwira taxi kusada hako (If you have not used a taxi as yet, it is by choice).”
This remark, made by a Harare-based entrepreneur, reflects the appreciation for ride-hailing services that have seemingly brought relief to some public transport users who prefer privacy and convenience.
A few years ago, using a convenient, reliable and efficient private vehicle for public transport, commonly known as a taxi, was considered a luxury for the affluent.
Hiring a taxi, even for short distances of less than 10 kilometres (km), was prohibitively expensive.
For example, in Harare, a trip from the Central Business District (CBD) to Newlands Shopping Centre, a distance of less than 4km, would typically cost at least US$7 during the day and even more at night.
However, the situation has changed dramatically. One can now hire an app-based taxi for the same route for as little as US$4.
Public transport users are currently enjoying the convenient and affordable services offered by two main ride-hailing service providers: inDrive and Bolt.
A recent survey by the Passengers Association of Zimbabwe (PAZ) suggests that ride-hailing services now account for 30 percent of urban commutes in Harare, demonstrating their rapid expansion.
Ride-hailing is a service that allows users to request a driver and car to take them to their chosen destination. This is typically done using a specific service provider’s app installed on a smartphone.
“I have a car, but lately, I find it more advantageous to use these app-based taxis. They are not only cheap but also reliable,” said Tonderai Muchenje, who runs a spares shop along Kaguvi Street.
“In my case, I am now saving on parking fees and fuel, as I often leave my car at home and use them (app-based taxis) for deliveries at work.”
Tinashe Bobo, who is in the stationery business, added: “It used to cost me a huge sum of my daily earnings just to get to the market and back.
“A trip that would have been US$8 or more with a regular taxi now costs me just US$2. That is a saving of about 75 percent. I can now reinvest that money into my business.”
Traditional taxi operators have seemingly been displaced by the rise of ride-hailing services.
How it works
A ride-hailing service offers convenience by using a mobile app to connect passengers with nearby registered drivers.
These drivers use their personal vehicles to transport clients to their desired destinations. Users request a ride through the app, which then matches them with the closest available driver based on their location.
The user suggests a fare, which the drivers either accept or decline. Both drivers and passengers can rate each other after the trip to maintain service quality.
Without doubt, app-based transport services are rapidly transforming the country’s commuting landscape, primarily for the better, although there are some perceived downsides.
Mai Nokutenda, a single mother who works in the CBD, shared her experience: “My daughter is in Grade Two in Waterfalls. I often leave my workplace around lunchtime to collect her and take her home before returning to work.
“However, the school run sometimes clashes with my work. In such situations, I occasionally use these app services.”
She acknowledged that this was sometimes a risky proposition.
Even couples have an interesting story to tell.
The new service has made it convenient for them to meet with their partners without incurring significant costs.
“Sometimes you are already in town and want to invite your partner over for lunch or a drink. It is much faster if he or she gets a ride from where they are, which is not a problem with these app-based transport options,” notes one user.
This quiet revolution is bridging the gap between access and affordability.
Conflict
However, this convenience has come at a cost for traditional taxi drivers and public service vehicle operators.
Registered taxi operators are struggling and many attribute this to the lack of a unified association to represent them.
“We are suffering because we do not have a voice. We are grouped under commuter omnibus (kombi) associations, yet we have completely different challenges and expectations for the public transport industry,” said one driver with over a decade of experience working in the city.
Jerold Mandimutsira, a Dunhill Taxis operator, added: “Ride-hailing apps are taking over, and we cannot compete with operators who function outside a regulated framework. For instance, we need operating licences, white vehicle registration plates and incur other related costs, which they easily evade by using private vehicle plates (yellow).”
Taxi operators believe the absence of collective bargaining power leaves them vulnerable. They cannot negotiate fair fares or access affordable insurance, unlike their counterparts in established associations.
They argue that a strong association could address common grievances, such as the need for a legal framework to create a level playing field.
“Right now, we are operating in isolation. Each operator deals with the situation alone, which yields no results,” noted Taylor Mhango of Shumba Taxis.
The Zimbabwe Union of Drivers and Commuters (ZUDCO) has raised concerns about what it perceives as an uneven playing field created by the rise of ride-hailing services.
While acknowledging a slight impact on members’ operations, ZUDCO president Fradreck Maguramhinga emphasised the disparity in regulatory burdens, citing specific costs faced by registered commuter omnibus operators.
“We are registered and pay a heavy load of costs to maintain compliance,” Maguramhinga said.
“These costs are substantial: the council letter is US$143 annually, passenger insurance is US$180 and the speed governor is US$100 or more.”
He also mentioned inspection fees at the Vehicle Inspection Department (VID), costs for vehicle repairs to meet inspection standards, route authority fees, rank disks and rank fees — costs that do not affect the new app-based taxi operators.
This, he notes, is the reason their service appears “abnormally” expensive.
“These costs are significant and have a bearing on our overall operations and fares,” he added.
He further contrasted this with the perceived lack of regulation for ride-hailing services.
“An app-based taxi does not have to pay for anything, including to the Government. This is very unfair competition, which must not be allowed.”
Tendai Munofa, a long-time traditional taxi driver, added: “We have many obligations to meet, including licences, permits and other requirements, which make it impossible for us to compete with our new app-based colleagues.”
Safety concerns, passenger insurance coverage and the roadworthiness of ride-hailing vehicles have been another area of concern.
Some argue that a lack of driver background checks and proper vehicle identification makes it easy for criminals to operate under the guise of ride-hailing services.
Legal battles
Uber has faced numerous legal battles worldwide with traditional taxi operators, as many associations and companies challenge its operations.
They cite issues such as licensing and regulation, unfair competition due to lower prices and safety concerns regarding background checks and vehicle standards as grey areas requiring attention.
Notable battles include those in New York City, London, Paris and South Africa. These conflicts have led to regulatory changes, court rulings and settlements, and continue to evolve as the ride-hailing industry grows and regulatory frameworks adapt.
App-based transport services in Zambia and South Africa are regulated through a combination of government policies, laws and industry standards.
In Zambia, the government has implemented regulations to ensure the safety and security of passengers using these services.
Drivers are required to undergo background checks and vehicle inspections to ensure they meet minimum safety standards.
In South Africa, the department of transport has established regulations for app-based transport services, including requirements for driver licensing, vehicle registration and insurance.
Additionally, operators are obliged to comply with the country’s Consumer Protection Act, which safeguards passengers’ rights.
Both countries also have industry associations that promote self-regulation and best practices among app-based transport operators. For example, the South African National Taxi Council has developed a code of conduct for taxi operators, including those using app-based platforms.
Overall, while regulatory frameworks may vary between Zambia and South Africa, both countries recognise the importance of balancing innovation with safety and security concerns in the app-based transport sector.
The Ministry of Transport and Infrastructural Development is working on addressing the situation in the country.
“Currently, the law does not explicitly address app-based transport services. We are working on a new Bill that will define licensing requirements, insurance obligations and operational standards for these platforms,” said an official from the ministry.
“We are looking at models from countries like South Africa, where they have implemented tiered licensing for ride-hailing services, and Zambia, which has focused on integrating these services into existing public transport systems.”
This regulatory ambiguity extends to accountability.
Because the apps are controlled by companies based outside Zimbabwe, legal recourse in case of disputes or accidents can be problematic.
“I lost my phone in one of these cars last month,” recounted Egifa Moyo.
“Trying to get it back was a nightmare. There is no clear process for lodging complaints and the customer service channels are often unresponsive.”
However, the apps track the journey and there is a record of every trip, which provides some level of security.
Unfortunate
In November last year, an app-based taxi driver identified as Artwell Nyamayaro was murdered in Harare’s city centre, reportedly after having been called by “customers”.
In an official statement following the gruesome act, the ride-hailing company clarified the circumstances surrounding the incident.
“We are deeply saddened by the passing of Artwell Nyamayaro due to a tragic incident earlier this past week. We extend our heartfelt condolences to his family and loved ones during this difficult time,” the statement read.
The company emphasised that the incident did not occur during a ride booked through its app.
“We wish to clarify that the incident occurred outside the use of our app. Our app is equipped with features that securely capture and store passenger and driver information, enabling us to assist authorities in ensuring justice is served when required,” the statement further read.
“We strongly encourage all users — both passengers and drivers — to prioritise safety by only engaging in rides facilitated through our app.
‘‘This is crucial in preventing such tragedies and ensuring the protection of all parties involved.”
But these issues are not unique to ride-hailing apps — harassment and safety concerns plague all forms of public transport, including commuter omnibuses and mishikashika (illegal taxis).
It is hoped the sector will be properly regulated and that other public transport service providers will embrace new innovations for the benefit of the commuting public.
