Ola - Loss because of driver no complaint redressal platform of Ola

Booked an Ola. After accepting the ride Ola driver said AC is not working. We let go of it then. After that he refused to drop a colleague of mine on the way and it took a different route which was shown on map. Throughout the journey he was extremely rude arrogant and looked intoxicated. On the Western Express Highway he almost banged into a Scooti driver. Scooti driver was literally inches away from a very serious accident. He also refused to pay for the Bandra Worli sea link. He said we he won’t pay as it is not included in the ride fee whereas all tolls within the city are accounted for in the fee. He asked my friend to get down in the middle of the highway with traffic coming and only after shouting he agreed to stop the car at the side of the road. After all this, I wanted to file a complaint on Ola, however it has the worst redressal platform with zero effectiveness. There is no way I can explain a complaint on the app and it is obvious that they don’t want to take the liability of bad experiences and hence have such redressal platform. Being such a big company they should be taking responsibility instead of slyly avoiding. The principal agent responsibility should be established here and Ola should be liable for both- actions of the driver and inability to take cognisance of the matter. If this continues such drivers will continue to behave this way which can lead to accidents, death and fraud.