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The Central Consumer Protection Authority (CCPA) on Sunday directed ride-hailing service provider Ola cabs to provide a clear choice to consumers to opt between a bank account transfer or a coupon when they seek refund during the grievance redressal process.
The regulatory authority observed that whenever a consumer raised any grievance on the Ola app, as part of its ‘no-question-asked’ refund policy, Ola only provided a coupon code, which could be used for the next ride. However, it did not provide any clear choice to the consumer to opt between a bank account refund or a coupon.
CCPA Chief Commissioner Nidhi Khare also instructed Ola to provide consumers a bill or receipt or invoice for all auto rides booked through its platform, to ensure greater transparency and accountability in its services.
The authority further observed that if a consumer attempts to access an invoice for auto rides booked on the platform, the app does not provide any customer invoice due to a ‘change in auto service terms and conditions’.
A total of 2,061 complaints against Ola cabs have been lodged on the national consumer helpline (NCH) this year until October 9, of which the most are about higher fare charged from the booking time and non-refund of amount to consumers.
This comes amid growing regulatory heat on Ola group of companies. Last week, the CCPA had issued a show cause notice to Ola Electric mobility for alleged violation of consumer right, misleading advertisement, and unfair trade practices as consumer complaints against the listed company grew to over 10,000 on the NCH.
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