NEW DELHI: The Central Client Safety Authority (CCPA) has ordered an in depth investigation into complaints associated to “deficiency” in Ola Electrical’s service and merchandise after it discovered that a number of shopper complaints remained unresolved regardless of the corporate claiming to have addressed 99% of the grievances.
CCPA can be wanting into shopper complaints towards different EV companies, sources mentioned.
“We have now ordered an in depth investigation into complaints of deficiencies in companies and merchandise by Ola Electrical. CCPA desires to make sure that the businesses involved should tackle shopper grievances correctly and expeditiously. We will need to have a sturdy ecosystem for this,” shopper affairs secretary and CCPA chief commissioner Nidhi Khare mentioned when she was contacted. Sources mentioned the authority ordered the investigation on Nov 6 and the director common of Bureau of Indian Requirements (BIS) has been requested to submit the report inside 15 days.
TOI has learnt that the recent order was issued after Ola Electrical gave an in depth reply to an earlier discover on the ten,644 complaints CCPA had shared with the corporate. These had been acquired on the Nationwide Client Helpline NCH between Sept 1, 2023 to Aug 31, 2024. In its reply, the corporate on Oct 21 had knowledgeable the CCPA that 99.1% grievances had been addressed to customers’ satisfaction and that the agency was introducing new service initiatives, together with the doubling of its service community.
Nevertheless, to cross test the sooner grievances had been correctly addressed, the NCH reached out to customers who had earlier lodged complaints towards the corporate to hunt their suggestions. It discovered that grievances of many customers had been nonetheless not addressed by the corporate, however had been being proven as resolved.
“The NCH name brokers contacted a random pattern of customers who had filed complaints which had been referred to Ola Electrical. We discovered round 79.2% customers weren’t happy with the corporate’s motion. In some instances the autos had been solely cleaned and damages weren’t mounted and issues endured however complaints had been closed. In different instances, autos had been taken to service centres and these remained there, however complaints had been closed,” mentioned an official.
He added this indicated that the claims made by the corporate might not be appropriate and there was a necessity to analyze. Ola Electrical spokesperson didn’t reply to questions regardless of repeated makes an attempt.
