In the contemporary world, the relationship between large corporations and the common man has grown increasingly asymmetric. While firms are traditionally seen as profit-maximising entities operating within competitive markets, the reality today is far more complex. Particularly in economies dominated by multinationals, corporations with revenues comparable to those of national governments have amassed disproportionate power, influence, and resources.
This consolidation of power has resulted in a stark imbalance between the corporate elite and ordinary citizens, whose voices often go unheard and grievances remain unaddressed.
This power asymmetry manifests in several critical areas: the political influence of big businesses, the impact of corporate practices on everyday life, and the financial might of corporations that allows them to shape markets, policies, and media narratives in ways that perpetuate their dominance. The result is a system where ordinary citizens are relegated to the margins, while corporations operate with impunity, leaving little room for equitable dialogue or genuine public accountability.
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Profits over promises: How companies exploit customers
Many companies seem more focused on maximising profits than delivering customer satisfaction, often causing significant pain and frustration. Ride-hailing giants like Ola and Uber, for instance, implement surge pricing and allow frequent driver cancellations, leaving customers stranded. However, Ola’s issues extend beyond its ride-hailing services and into its electric scooter segment, which has been plagued with customer complaints. According to a Mint report, the company reportedly receives nearly 80,000 complaints every month, with spikes of 6,000-7,000 complaints on some days. This has overwhelmed its service centres, caused long delays, and left both staff and customers frustrated. Subscribers to Ola Care Plus, a paid plan promising home pick-up and drop-off service appointments, report extreme difficulties in booking slots, with repair wait times stretching to 30-45 days.
Frustrated customers have taken to social media platforms like X to voice their grievances. Akhilesh Dhabarde, a Nagpur resident, shared how his scooter remained at the service centre for three months due to a faulty stand sensor. He also reported recurring issues, such as battery failure, reduced range, and wheel jamming, highlighting the product’s lack of durability compared to petrol scooters. In New Delhi, Neeraj Gupta faced similar woes, with his scooter immobilised for over a month and a half due to a locked handle and other issues. Gupta’s complaints were ignored until he escalated them to the National Consumer Forum.
In rural Bengaluru, Nisha C Shekar, a lecturer, endured six months of service-related struggles, prompting her to post a viral photo of her scooter with a placard reading, “Never buy an Ola scooter.” Her issue was only addressed after she filed a consumer forum complaint. She has since demanded a refund, citing a complete loss of trust in the product. In a dramatic instance in September, a frustrated Ola customer set fire to a dealership in Karnataka, highlighting the growing dissatisfaction among consumers. (Such actions are neither endorsed nor justified.)
Examples of such asymmetry in service and accountability are rampant across industries. Telecom providers impose hidden charges and offer poor customer support, while e-commerce platforms face criticism for delayed deliveries and low-quality products. In banking, institutions often burden customers with hidden fees and complex policies. Insurance companies are no exception, routinely rejecting claims for vague reasons. They charge hefty premiums, promising peace of mind during emergencies, but when customers attempt to claim benefits, they face frustration as firms deny or reduce payouts, citing restrictive clauses buried in the fine print.
Atul from Pune shared his ordeal with me, saying, “I am a victim of the same corrupt system. A few years ago, my CIBIL score was impacted due to my father’s health issues. My father, an ex-staff member of Indian Bank, was denied a loan despite his service. To date, those records affect my credit score. As you rightly said, there is no transparency in how scores are calculated or updated, and different credit rating agencies show varying scores. I strongly believe the government should manage such confidential data for millions of Indians.” Similarly, Dr Chava Raj Kumar from Telangana recounted, “I closed my loan with Kotak Bank in August 2023 and received the NOC letter. Yet, my CIBIL report still shows it as an active account. If this is the situation for a doctor like me, what about the common man?”
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A cycle of frustration: Inefficient grievance mechanisms
Consumer protection in India is primarily governed by the Consumer Protection Act, 2019, which outlines key rights for consumers, including safety, information, and avenues for redressal in cases of unfair trade practices. The Act establishes a three-tier system of Consumer Disputes Redressal Forums at the district, state, and national levels, alongside the Central Consumer Protection Authority (CCPA) to tackle issues such as misleading advertisements and unsafe products.
However, despite these provisions, the institutions like the ombudsman and consumer courts that exist to address public grievances remain largely inaccessible to the common man. Many consumers are unaware of how to navigate these systems, the procedures involved, or where to file complaints. Even those who manage to submit a petition often find themselves caught in a frustrating bureaucratic cycle, where cases are transferred from one office to another with little progress.
The administrative and bureaucratic barriers citizens face further exacerbate this imbalance. For instance, in India, obtaining a Patta, or land ownership certificate, can take generations due to bureaucratic hurdles and pervasive corruption that delay rightful ownership.
Capture of political power, erosion of public accountability
Addressing the power asymmetry between corporations and consumers requires systemic reforms and a shift towards empathy-driven governance. Governments must strengthen regulatory frameworks, ensuring accessible grievance redressal systems and robust enforcement of consumer rights. Establishing public grievance offices in every district can provide consumers with a direct, efficient avenue to resolve disputes and seek justice. Corporations, in turn, should embrace ethical practices, prioritising transparency, quality, and accountability over profits. Advocacy groups and digital platforms can amplify consumer voices, promoting collective action and awareness. Empowering individuals through financial and legal literacy will equip them to navigate complex systems with confidence.
Above all, fostering a culture of empathy—where policies and practices are designed with a deep understanding of consumer struggles—can bridge this divide. As MK Gandhi aptly said, “A customer is the most important visitor on our premises; he is not dependent on us—we are dependent on him.” Only by walking a mile in the consumer’s shoes can we create a future where progress and fairness go hand in hand.
Disclosure: Ola founder Bhavish Aggarwal is among the investors of ThePrint. Please click here for details on investors.
Karti P Chidambaram is a Member of Parliament for Sivaganga, and a Member of the All India Congress Committee. He is also the Vice President of the Tamil Nadu Tennis Association. His X handle is @KartiPC. Views are personal.
(Edited by Prashant)