Fiscal Nepal
First Business News Portal in English from Nepal
KATHMANDU: Digital ride-sharing service provider Pathao Nepal has expanded its customer support infrastructure by operating a 24/7 call center alongside a walk-in support service, underscoring its focus on user safety, service quality, and rapid issue resolution.
According to the company, the round-the-clock call center enables riders and drivers to receive immediate assistance for any problems encountered while using the platform. These include road accidents, disputes between riders and drivers, behavioral complaints, lost items, payment-related issues, and other emergency situations. Pathao said the call center functions as the first response mechanism, particularly during critical incidents requiring urgent intervention.
The company stated that complaints and emergency alerts received through the call center are escalated, when necessary, to specialized teams such as the Quick Response Team (QRT) or the Complaint Resolution Team (CRT). This escalation system is designed to ensure swift and effective handling of cases, minimizing delays and improving accountability.
In addition to remote assistance, Pathao has also been operating a walk-in support center for users who require direct, in-person help. The walk-in service is available Sunday through Friday from 10:00 am to 6:00 pm, offering face-to-face consultation for both drivers and customers.
Pathao said the walk-in support center addresses more complex and documentation-based issues, including driver account problems, document updates, training and onboarding support, safety guidance, payment disputes, and other service-related complications. The company noted that the facility allows users to present physical evidence, seek personalized advice, and navigate the resolution process more efficiently.
The service is expected to be particularly beneficial for new drivers, who often face challenges during registration, verification, or document updates, as well as for users dealing with complicated cases that cannot be resolved through digital channels alone.
Pathao maintains that the combined operation of a 24/7 call center and walk-in support has strengthened the platform’s safety framework, transparency, and service reliability. The company reiterated its commitment to addressing user concerns at any time without delay or negligence, positioning customer support as a core pillar of its ride-sharing operations in Nepal.
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