What makes us think that they didn't check on him? It would be harsh of Uber to suspend/terminate a driver from one complaint, and what kind of check could they have done to detect that he would attack passengers in this way in the future?
In any case, I think it's important to consider how this would play out in a pre-Uber world. If someone took a taxi ride and got attacked by the driver prior to Uber, there was very little evidence pointing to that driver. Passengers would need to remember their identification details or number plate after an event that tends to leave people quite mentally shaken. Not a good outcome; I think there's a good chance they would still be searching for the driver if this hadn't been facilitated by Uber.
If you are a company touting yourself as the 'safer' alternative to traditional taxis, you should take such complaints very seriously. A background check on the driver would have shown his previous convictions. They claim to do background checks [1], but in reality they skip it [2], atleast that's what happened in Delhi.
They are providing a false sense of security to the passengers.
It would be harsh of Uber to suspend/terminate a driver from one complaint,
Umm, depends on the nature of the complaint, don't it?
If you ran a restaurant, say, and you received a complaint about one of the male waiters "constantly staring" at a female customer in a way that she found sufficiently disturbing to write you an email about afterwards[1] -- at the very least you'd investigate. And if the investigation ended up sustaining the claims the customer was making, of course you'd fire the waiter on the spot. And there's be nothing in the least bit "harsh" about it.
But what's damning for Uber, of course, not only did they not investigate; they failed to meaningfully acknowledge her request. And this isn't a matter of poor training among their customer service reps; those poor folks are diligently acting on the priorities they've been given. And those priorities, of course, come from the top.
Also: back in the "pre-Uber" world, not only would the drivers at least have to go through a (meaningful) background check, but in many cities they'd have to risk losing their permits, which generally are worth something on the order of a driver's pension (or several years worth of pay in any case). In fact even being able to get a loan to buy one of these permits is a kind of a test for basic personal stability.
But in the brave, new Uber world? All you need is a phone.
In any case, I think it's important to consider how this would play out in a pre-Uber world. If someone took a taxi ride and got attacked by the driver prior to Uber, there was very little evidence pointing to that driver. Passengers would need to remember their identification details or number plate after an event that tends to leave people quite mentally shaken. Not a good outcome; I think there's a good chance they would still be searching for the driver if this hadn't been facilitated by Uber.