Numerous concerns over the quality of Ola Electric’s electric scooters and services have put the company under intense scrutiny.
A second probe into the matter has been requested by the Central Consumer Protection Authority (CCPA), and the Bureau of Indian Standards (BIS) will be involved for verification.
Ola Electric Scooters in Major Trouble
10,644 complaints were filed with the National Consumer Helpline (NCH) against Ola Electric between September 2023 and August 2024.
Ola Electric received a show-cause notice from the CCPA on October 3, pointing to infringement of consumer rights, deceptive advertising, unfair commercial practices, and service shortcomings.
The warning was sent to Ola Electric, who had fifteen days to reply.
According to Ola’s October 21 statement, 99.1% of its clients were happy with the way their complaints were handled.
Through NCH call agents, the CCPA contacted a sample of 287 customers in order to perform cross-verification.
Only 130 of 287 Consumers Could Be Contacted
Only 130 of the 287 consumers could be contacted, and 103 of them (79.2%) complained about the company’s handling of their issues. As per sources, “Of 287 consumers, the NCH call agents called, 130 consumers were connected, and of which (79.2%) 103 were not satisfied with the company’s response. It was just a sample testing to verify the claims of Ola. If they are claiming 99% satisfaction, it should have also reflected in the cross-verification.”
The results of the cross-verification refuted Ola’s 99.1% satisfaction claim.
Even after concerns were purportedly answered, many consumers continued to report problems, and some cases were closed without a resolution.
The BIS has been asked by the CCPA to confirm Ola’s statements and submit a thorough report in a span of 15 days.
The investigation’s conclusions might have additional effects on Ola Electric’s standing and customer confidence.
Ola To Implement Refund Choices For Customers
The government directed the cab aggregator Ola to implement a mechanism which could help in allowing the customers to choose their preferred method of refund.
CCPA, the Central Consumer Protection Authority under the Ministry of Consumer Affairs Food and Public Distribution directed Ola to provide a bill, receipt, or invoice for each and every auto ride booked through its platform.
It appears that the Bhavish Aggarwal-led cab aggregator is to implement customer choice for refunds and provide receipts for auto rides after numerous complaints about unfair practices, as they are required by the CCPA.
With this latest move, the regulator is emphasizing on the current policies infringe on consumer rights.
