New Delhi. Taxi company Ola Cabs must now give customers the right to choose between bank account and coupon in the refund process.

The Central Consumer Protection Authority (CCPA) issued this order to the company on Sunday (October 13). Currently, if a customer complains about a refund through the Ola app, the company will give them the refund in the form of a voucher which they can only use for their next ride through the Ola app.

Order highlights
The Ministry of Consumer Affairs has clarified that not providing refund facility is a violation of consumer rights. For this reason, the company forces customers to take the next trip. CCPA Chief Commissioner Nidhi Khare has directed Ola to provide customers with invoices, receipts or invoices for all car rides booked on its platform.

The regulator also pointed out that when a customer wants to receive an invoice for a car trip booked on the platform, the app refuses to do so citing “change in car service rules”.

The number of complaints has increased
As of October 9 this year, 2,061 complaints were lodged against Ola on the National Consumer Helpline (NCH), most of which were related to tariffs exceeding the time of booking and non-refund of amount to customers.

Last week, the CCPA had also issued a notice to Ola Electric Mobility for alleged violation of consumer rights, false advertising and unfair trade practices. More than 10,000 complaints have been filed against the listed company on NCH.

Tags: car news