New Delhi. Cab service providing company Ola Cabs will now have to give customers the right to choose between bank account or coupon in the refund process.
The Central Consumer Protection Authority (CCPA) issued this order to the company on Sunday (October 13). Currently, when a customer complains for a refund on the Ola app, the company gives him the refund in the form of a coupon, which he can use only for the next ride on the Ola app.
Highlights of the order
The Consumer Ministry has clarified that not giving the option for refund is a violation of consumer rights. Due to this the company is forcing the customers to take the next ride. CCPA Chief Commissioner Nidhi Khare has directed Ola to provide bills, receipts or invoices to customers for all auto rides booked on its platform.
The regulator also pointed out that if a customer wants to get an invoice for an auto ride booked on the platform, the app refuses to do so citing “change in auto service rules”.
Number of complaints increased
Till October 9 this year, 2,061 complaints were lodged against Ola on the National Consumer Helpline (NCH), most of which were related to fares exceeding the time of booking and non-refund of the amount to customers.
Last week, CCPA had also issued a show cause notice to Ola Electric Mobility for alleged violation of consumer rights, misleading advertising and unfair trade practices. More than 10,000 complaints have been filed against the listed company on NCH.
Tags: auto news
FIRST PUBLISHED: October 20, 2024, 12:19 IST