The Central Consumer Protection Authority (CCPA) has directed Ola, the ride-hailing service, to make some important changes to benefit its customers. Ola must now offer refund choices and provide receipts for auto rides, according to the announcement made by the regulator on Sunday.
Previously, Ola’s refund policy only gave customers coupon codes for future rides, without an option for a direct refund to their bank account. The CCPA, led by Chief Commissioner Nidhi Khare, stated that this practice was unfair to consumers and violated their rights.
The CCPA has also asked Ola to start giving bills or receipts for all auto rides. The lack of such receipts was deemed an unfair business practice under the Consumer Protection Act of 2019.
After the CCPA’s involvement, Ola made several improvements. The company now displays the contact details of customer support officers, clearly shows cancellation policies and fees when booking, offers more reasons to cancel rides, and breaks down the fare details for customers. Drivers will now also see both pickup and drop-off addresses, and the payment process for drivers has been sped up.
Between January and October 2024, the CCPA received over 2,000 complaints about Ola, mostly related to overcharging, delayed refunds, and driver issues.
The CCPA’s action is part of a broader effort to ensure that companies like Ola follow the rules designed to protect consumers, especially as the digital services sector continues to grow rapidly.
