New Delhi: In a significant move, the Central Consumer Protection Authority (CCPA) has directed Ola to offer consumers a choice between bank account refunds and coupons for ride cancellations. This decision comes after the CCPA found that Ola’s policy of only providing coupons violated consumer rights, a PIB press release stated.
The CCPA, headed by Chief Commissioner Nidhi Khare, observed that Ola’s “no-question-asked refund policy” did not give consumers a clear option to choose their preferred refund method. Additionally, the CCPA found that Ola’s failure to provide invoices for Auto rides booked through its platform constituted an “unfair trade practice” under the Consumer Protection Act, 2019. Following the CCPA’s intervention, Ola has implemented several consumer-centric changes to its app.
First, the company is clearly showing the cancellation policy and cancellation fee amount at the time of booking a ride. This will help riders to make informed decisions about whether or not to cancel their ride. Second, a new acceptance screen for drivers that displays both pickup and drop-off locations that will help drivers to make informed decisions about whether or not to accept a ride.
The CCPA investigated 2,061 complaints lodged against Ola between January 1st and October 9th, 2024, on the National Consumer Helpline (NCH). The top consumer complaints pertained to higher fares charged than initially displayed, non-refund of amounts, drivers demanding extra cash, and incorrect pickup or drop-off locations.