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Ola has been directed by the CCPA to allow refunds via bank or coupon and issue receipts for auto rides. Over 2,000 complaints about Ola’s services were lodged in 2024, reflecting concerns over transparency.
The Central Consumer Protection Authority (CCPA) has taken significant steps to enhance consumer rights by instructing OlaCabs to revise its refund policy. Ola must now offer consumers the option to choose their preferred method of refund—either directly to their bank accounts or via coupon—during the grievance redressal process. This directive aims to give consumers more control over their refunds, addressing concerns over the company’s earlier approach, which largely focused on issuing coupon codes without offering a clear option for direct refunds.
The CCPA’s intervention comes after multiple consumer complaints highlighted Ola’s no-questions-asked refund policy, which primarily provided customers with coupon codes rather than cash refunds. This practice was flagged for violating consumer rights, as it effectively encouraged customers to book more rides, even in cases of service dissatisfaction. The new directive ensures consumers are not forced to use their refund as credit for future rides, aligning with broader consumer protection goals.
Alongside refund reforms, the CCPA has also directed Ola to issue clear invoices for all auto rides booked through its platform. Previously, Ola informed users that customer invoices for auto rides would not be provided due to changes in its service terms and conditions, a practice deemed to violate the Consumer Protection Act of 2019. By mandating that receipts be provided, the CCPA aims to improve accountability and transparency, allowing consumers to track their payments and understand service charges more clearly.
This move is part of a broader effort to enhance customer experiences and address common complaints. Between January 1 and October 9, 2024, the National Consumer Helpline (NCH) registered 2,061 complaints against Ola, with issues ranging from fare discrepancies to non-refunds and incorrect drop-off locations.
To further improve service transparency, Ola has made key changes to its app, including a clearer display of cancellation policies, driver information, and fare breakdowns. Additionally, drivers are encouraged to promote digital payments and provide a more comfortable service by maintaining air conditioning. These steps aim to address the rising consumer complaints and restore confidence in Ola’s services.
As consumers gain more flexibility in refunds and clearer billing information, Ola will need to focus on compliance and service improvements to maintain its market position, which may influence the OLA share price going forward.
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