CCPA tells Ola to give refund options to customers

The Central Consumer Protection Authority (CCPA) on Sunday directed ride-hailing service provider Ola Cabs to provide a clear choice to consumers to opt between a bank account transfer or a coupon when they seek refund during the grievance redressal process.

- AKSHARA SRIVASTAVA

The regulatory authority observed that whenever a consumer raised any grievance on the Ola app, as part of its 'no-question-asked' refund policy, Ola only provided a coupon code, which could be used for the next ride. However, it did not provide any clear choice to the consumer to opt between a bank account refund or a coupon.

"It was observed that this violates consumer rights and the no-question-asked refund policy cannot mean that the company incentivises people to simply use this facility for taking another ride," stated a release from the Ministry of Consumer Affairs.