As per the directive of Central Consumer Protection Authority (CCPA), consumers will now be able to choose the option in the Ola app to get a refund either directly into their bank account or through a coupon.
New Delhi. The government has become strict on the arbitrariness of taxi service provider Ola Cabs. In fact, the Central Consumer Protection Authority (CCPA) has directed Ola Cabs to implement ‘consumer centric’. This includes giving refund options and giving bills for ‘auto rides’.
This step was taken when the CCPA observed that whenever a customer files a complaint on the Ola app, Ola only issues a coupon code under the refund policy without any questions. The coupon code can be used for the next booking. The recent instructions of the CCPA mean that now customers will be able to get the refund in their bank account or in the form of a coupon.
There was no option for refund in bank account
The CCPA, led by Chief Commissioner Nidhi Khare, found that Ola’s refund policy only provided coupon codes for future rides, while the consumer was not given the option of refund in the bank account. CCPA said in a statement, “This practice violates consumer rights.”
Order to issue bill also
Regulator CCPA said that the ‘no-questions-asked refund’ policy cannot mean that the company encourages people to use this facility only to take another ride. The regulator also ordered Ola to issue bills for all ‘auto rides’ booked through its platform.
2,061 complaints against Ola in consumer helpline
According to the National Consumer Helpline (NCH), 2,061 complaints have been registered against Ola from January 1, 2024 to October 9, 2024. Most of these complaints were about higher fare than the time of booking and not refunding the money to the customers.
