CCPA Directs Ola to Offer Refund Options and Provide Auto Ride Receipts to Users

CCPA orders Ola refund options

CCPA Directs Ola to Offer: The Central Consumer Protection Authority CCPA today asked Ola cabs to give option to consumer to choose between bank account transfer or coupon when consumer seeks refund during grievance redressal process.

"CCPA 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 without providing a clear choice to the consumer to opt between a bank account refund or a coupon," it said, adding that this violated consumer rights.

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Authority observed that whenever a consumer raises a grievance on Ola app as part of its ‘no question asked’ refund policy Ola only gives a coupon code which can be used for next ride. But it does not give option to consumer to choose between bank account refund or coupon.

“It was observed that this violates consumer rights and the no-question-asked refund policy cannot mean that the company incentivises people to simply use this facility for taking another ride,” stated a release from the Ministry of Consumer Affairs.

CCPA Chief Commissioner Nidhi Khare also asked Ola to give bill or receipt or invoice for all auto rides booked on its platform to bring more transparency and accountability in its services.

Authority also observed that when a consumer tries to access invoice for auto rides booked on the platform the app does not show any customer invoice as “auto service terms and conditions have changed”.

Not giving bill or invoice or receipt for the goods sold or services rendered is an “unfair trade practice” under Consumer Protection Act, 2019, the release said.

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2,061 complaints against Ola cabs have been filed on national consumer helpline (NCH) till October 9 this year out of which most are about higher fare charged from booking time and non refund of amount to consumer.

“Through its regulatory intervention, the CCPA has been steadfast in ensuring that Ola adheres to the legal framework established to secure the rights of consumers,” the CCPA stated.

This is when Ola group of companies is under regulatory heat. Last week CCPA had issued 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 crossed 10,000 on NCH.

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