Key Points
The Central Consumer Protection Authority (CCPA) has directed Ola, a leading online ride-hailing platform, to implement a mechanism allowing consumers to choose their preferred method of refund either directly to their bank account or via coupon during the grievance redressal process...
Additionally, Ola has been instructed to provide consumers with a bill or receipt or invoice for all rides booked through its platform, ensuring greater transparency and accountability in its services...
The CCPA observed that the whenever 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..
Moreover, the CCPA observed that if a consumer attempts to access invoice for rides booked on Ola, the app shows the message Customer invoice for Auto rides will not be provided due to changes in Olas auto service T&Cs..
Higher fare charged from consumer than what was shown at the time of booking the ride Non-refund of amount to the consumer Driver asking for extra cash Driver did not reach the correct location or dropped at incorrect location ..
