OLA company will now have to return customers' money to their bank accounts, government becomes strict

New Delhi. The government has become strict on the arbitrariness of taxi service provider Ola Cabs. In fact, the Central Consumer Protection Authority (CCPA) has directed Ola Cabs to implement 'consumer centricity'. This includes offering refund options and billing for 'auto rides'.

The move was taken after the CCPA found that whenever a customer lodged a complaint on the Ola app, Ola only issued coupon codes under the no-questions-asked refund policy. The coupon code can be used for next booking. Recent CCPA directives mean customers will now be able to receive refunds in their bank accounts or in the form of coupons.

There was no option to withdraw money to bank account

The CCPA, led by Chief Commissioner Nidhi Khare, found that Ola's refund policy only provided coupon codes for future rides, without giving the consumer the option of refund to their bank account. “This practice violates consumer rights,” the CCPA said in a statement.

Order to issue bill also

Regulator CCPA said the 'no questions asked refund' policy cannot mean that the company encourages people to use the facility just to get another ride. The regulator also ordered Ola to issue bills for all 'auto rides' booked through its platform.

2,061 complaints against Ola on consumer helpline

According to the National Consumer Helpline (NCH), 2,061 complaints have been filed against Ola from January 1, 2024 to October 9, 2024. Most of these complaints were about charging fares beyond the time of booking and not refunding money to customers.