CCPA Orders Probe into Alleged Deficiencies of Ola Electric's Scooters Amid Rising Complaints
New Delhi: In a significant move to address mounting concerns over consumer welfare, the Central Consumer Protection Authority (CCPA) has initiated a detailed probe into alleged "deficiencies" in Ola Electric's services and products, particularly its scooters. The regulator has also asked the Bureau of Indian Standards (BIS) to verify the company's claims regarding its resolution of customer grievances.
The CCPA, which is India's top consumer rights regulator, directed the BIS director general to submit a report within 15 days after initiating a formal inquiry on November 6. This move comes amid a surge of complaints filed against Ola Electric by customers, totaling 10,644 since September 2023 to August 2024.
Ola Electric had recently claimed that 99.1% of its customers reported satisfaction with the company's complaint resolution process. However, the CCPA has found significant discrepancies between this claim and the feedback from consumers, who pointed out that issues persisted even after complaints were addressed.
According to sources within the Consumer Affairs Ministry, only 79.2% of the sample of consumers who were contacted by the National Consumer Helpline (NCH) reported being satisfied with Ola Electric's response. Moreover, many customers stated that their issues were closed prematurely without satisfactory resolution.
The probe was triggered in response to Ola Electric's earlier response to regulatory notices over unresolved customer grievances. The CCPA has directed a formal inquiry into these allegations of "deficiencies," and its report is expected to shed more light on the issues plaguing the company's products and services.
As the investigation unfolds, concerns are being raised about consumer welfare and safety, particularly with regards to Ola Electric's scooters. The regulator's decision marks another significant escalation in the ongoing saga involving the company and regulatory agencies, highlighting the need for a prompt resolution of these pressing issues.