CCPA mandated Ola to problem payments or invoices for all auto rides booked via its platform, citing the absence of such documentation as an “unfair commerce observe” underneath the Shopper Safety Act, 2019. Picture for illustration.
| Photograph Credit score: Reuters
The Central Shopper Safety Authority (CCPA) has directed ride-hailing platform Ola to implement consumer-friendly adjustments, together with providing refund choices and offering receipts for auto rides, the regulator stated on Sunday.
The CCPA, led by Chief Commissioner Nidhi Khare, noticed that Ola’s no-questions-asked refund coverage solely supplied coupon codes for future rides, with out giving shoppers a selection for checking account refunds.
“This (observe) violates shopper rights,” the CCPA stated in an announcement. “The no-question-asked refund coverage can’t imply that the corporate incentivises individuals to easily use this facility for taking one other trip.”
The regulator additionally mandated Ola to problem payments or invoices for all auto rides booked via its platform, citing the absence of such documentation as an “unfair commerce observe” underneath the Shopper Safety Act, 2019.
Following the CCPA’s intervention, Ola has carried out a number of adjustments, together with displaying contact particulars of grievance and nodal officers on its web site, clearly mentioning cancellation insurance policies and charges on the time of reserving, including extra choices for trip cancellation causes, and publicizing fare element breakdowns.
The opposite adjustments carried out had been displaying tackle of each pickup and drop places to drivers and revised fee cycles for drivers for swift fee.
The CCPA reported 2,061 complaints towards Ola from January to October 2024, with high points together with overcharging, refund delays and driver-related issues.
“By way of its regulatory intervention, the CCPA has been steadfast in making certain that Ola adheres to the authorized framework established to safe the rights of shoppers,” the regulator acknowledged.
The transfer comes because the CCPA will increase scrutiny of digital platforms to guard shopper pursuits within the quickly rising e-commerce and ride-hailing sectors.
Printed – October 13, 2024 06:52 pm IST
