CCPA: CCPA directs Ola to provide customers refund options

The Central Consumer Protection Authority (CCPA) has directed ride-hailing platform Ola to implement a mechanism allowing consumers to choose their preferred method of refund — either directly to their bank account or via coupon, the consumer affairs ministry said in a statement on Sunday.

“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.

Further, the statement said the CCPA observed that if a consumer attempted to access the invoice for autorickshaw rides booked on Ola, the app showed the message, “Customer invoice for Auto rides will not be provided due to changes in Ola’s auto service T&Cs.”

“It was observed that not issuing bill or invoice or receipt for the goods sold or services rendered constitutes an ‘unfair trade practice’ under the Consumer Protection Act, 2019,” it said, adding that Ola has been directed to provide consumers with a bill or receipt or invoice for all autorickshaw rides booked through its platform.

The statement noted that between January 1 and October 9 this year, the National Consumer Helpline received a total of 2,061 complaints against Ola — a bulk of which were on account of the higher fare charged from consumers than what was shown at the time of booking the ride; non-refund of the amount to the consumer; driver asking for extra cash; and driver not reaching the correct location or dropped at incorrect location.

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