New Delhi:

The Central Consumer Protection Authority (CCPA) has directed ride-hailing platform Ola to implement consumer-friendly changes, including offering refund options and providing receipts for auto rides, the regulator said on Sunday.

The CCPA, led by Chief Commissioner Nidhi Khare, observed that Ola’s no-questions-asked refund policy only provided coupon codes for future rides, without giving consumers a choice for bank account refunds.

“This (practice) violates consumer rights,” the CCPA said in a statement. “The no-question-asked refund policy cannot mean that the company incentivises people to simply use this facility for taking another ride.” The regulator also mandated Ola to issue bills or invoices for all auto rides booked through its platform, citing the absence of such documentation as an “unfair trade practice” under the Consumer Protection Act, 2019.

Following the CCPA’s intervention, Ola has implemented several changes, including displaying contact details of grievance and nodal officers on its website, clearly mentioning cancellation policies and fees at the time of booking, adding more options for ride cancellation reasons, and publicizing fare component breakdowns.

The other changes implemented were showing addresses of both pickup and drop locations to drivers and revised payment cycles for drivers for swift payment.

The CCPA reported 2,061 complaints against Ola from January to October 2024, with top issues including overcharging, refund delays and driver-related problems.

“Through its regulatory intervention, the CCPA has been steadfast in ensuring that Ola adheres to the legal framework established to secure the rights of consumers,” the regulator stated.

The move comes as the CCPA increases scrutiny of digital platforms to protect consumer interests in the rapidly growing e-commerce and ride-hailing sectors.

(Except for the headline, this story has not been edited by NDTV staff and is published from a syndicated feed.)

New Delhi:

RPG Group Chairman Harsh Goenka on Tuesday took a dig at Ola CEO Bhavish Aggarwal over his recent spat with comedian Kunal Kamra. Taking to his official X account, Mr Goenka said he uses his Ola if he has to travel from one ‘kamra’ (room) to another.

“If I have to travel close distances, I mean from one ‘kamra’ to another, I use my Ola,” he wrote, tagging Mr Aggarwal and a picture of him sitting on an Ola electric vehicle.
  

If I have to travel close distances, I mean from one ‘kamra’ to another, I use my Ola @bhashpic.twitter.com/wujahVCzR1

— Harsh Goenka (@hvgoenka) October 8, 2024

His ‘kamra’ mention was an apparent reference to the surname of the comedian, who last week was engaged in a heated argument with Mr Aggarwal over the situation of Ola service centres.

The argument began when Mr Kamra took to his official X account and posted an image showing a large number of EV scooters being parked at an Ola service centre.

“Do Indian consumers have a voice?  Do they deserve this? Two-wheelers are many daily wage workers’ lifeline… Anyone who has an issue with Ola Electric leave your story below tagging all…,” he wrote.

In another post, he responded to a user who said that Ola has a “pathetic service”.

“Worse is the leader has no reply,” Mr Kamra said.

His post, however, irked Bhavish Aggarwal, who said that it was a “paid tweet” and asked Mr Kamra to “come and help” them out.

“Since you care so much Kunal Kamra, come and help us out! I’ll even pay more than you earned for this paid tweet or from your failed comedy career. Or else sit quiet and let us focus on fixing the issues for the real customers. We’re expanding the service network fast and backlogs will be cleared soon,” the Ola boss wrote on X.

Since you care so much @kunalkamra88, come and help us out! I’ll even pay more than you earned for this paid tweet or from your failed comedy career.

Or else sit quiet and let us focus on fixing the issues for the real customers. We’re expanding service network fast and backlogs… https://t.co/ZQ4nmqjx5q

— Bhavish Aggarwal (@bhash) October 6, 2024

Mr Kamra then responded to Mr Aggarwal’s post.

“Paid tweet, failed comedy career, and sit quietly. Indian businessman at their humble best… If you can prove I am paid for the tweet this or anything else I must’ve said against private companies, I’ll delete all social media and sit quietly forever,” he said.

He also tagged a clip of his standup act last year. “On my failed comedy career here’s a clip from last year when I surprised an audience… Anything else you arrogant, substandard, prick.”

On my failed comedy career here’s a clip from last year when I surprised an audience & opened for Grover…
Anything else you arrogant, substandard, prick @bhashpic.twitter.com/e7bQzVcCrT

— Kunal Kamra (@kunalkamra88) October 6, 2024

Responding to his tweet, Mr Aggarwal again asked Mr Kamra to come to an Ola service centre.

“Chot lagi? Dard hua? (Did it hurt) Aaja (come to) service centre. Bahut kaam hai (We have a lot of work). I will pay better than your flop shows pay you. Show your audience how much you truly care and whether you’re only gas,” he said.

Kunal Kamra then asked Mr Aggarwal to instead give a “total refund” to anyone who wants to return their Ola EV and who has purchased it in the last four months.

“I don’t need your money. People not being able to get to their workplace need your accountability. Show your customers that you truly care,” he wrote.

Responding to his post, the Ola CEO said they have “enough programs” for their customers if they face service delays.

We have enough programs for our customers if they face service delays. If you were a genuine one, you would have known.

Again, don’t try and back out of this. Come and do some real work rather than armchair criticism. https://t.co/HFFKgsl7d9

— Bhavish Aggarwal (@bhash) October 6, 2024

“If you were a genuine one, you would have known. Again, don’t try and back out of this. Come and do some real work rather than armchair criticism,” he added.

Ola Electric Gets Show Cause Notice

The Central Consumer Protection Authority has issued a show cause notice to Ola Electric for alleged violation of consumer rights, misleading advertisement and unfair trade practices, according to a regulatory filing by the company. The company received the show cause notice by email on October 7, 2024, it said in the filing.

The show cause notice has been issued by the “Central Consumer Protection Authority (CCPA) for alleged violation of consumer rights, misleading advertisement and unfair trade practices”, it added.

The shares of Ola Electric Mobility on Monday had plunged steeply over 8%, down 43% from its post-listing peak, as complaints about its flagship electric two-wheelers kept flooding social media. It was the third straight session the EV maker declined.

Ola Electric, which made its stock market debut about two months ago, sold 23,965 vehicles in September, recording a month-on-month decline for the second consecutive month.

Its falling month-on-month sales have seen its market share decline for five straight months to 27% in September, from over 50% in April, according to the data.

The drop in sales comes amid scores of Ola Electric’s flagship S1 series EV scooters reportedly facing issues like malfunctioning hardware and glitching software.

New Delhi:

Ola CEO Bhavish Aggarwal and comedian Kunal Kamra were today engaged in a heated spat after the latter flagged the service centre situation of the company’s electric scooters.

The argument began when Mr Kamra took to his official X account and posted an image showing a large number of EV scooters being parked at an Ola service centre.

“Do Indian consumers have a voice?  Do they deserve this? Two-wheelers are many daily wage workers’ lifeline… Anyone who has an issue with Ola Electric leave your story below tagging all…,” he wrote.

In another post, he responded to a user who said that Ola has a “pathetic service”.

“Worse is the leader has no reply,” Mr Kamra said.

His post, however, irked Bhavish Aggarwal, who said that it was a “paid tweet” and asked Mr Kamra to “come and help” them out.

“Since you care so much Kunal Kamra, come and help us out! I’ll even pay more than you earned for this paid tweet or from your failed comedy career. Or else sit quiet and let us focus on fixing the issues for the real customers. We’re expanding the service network fast and backlogs will be cleared soon,” the Ola boss wrote on X.

Since you care so much @kunalkamra88, come and help us out! I’ll even pay more than you earned for this paid tweet or from your failed comedy career.

Or else sit quiet and let us focus on fixing the issues for the real customers. We’re expanding service network fast and backlogs… https://t.co/ZQ4nmqjx5q

— Bhavish Aggarwal (@bhash) October 6, 2024

Mr Kamra then responded to Mr Aggarwal’s post.

“Paid tweet, failed comedy career, and sit quietly. Indian businessman at their humble best… If you can prove I am paid for the tweet this or anything else I must’ve said against private companies, I’ll delete all social media and sit quietly forever,” he said.

He also tagged a clip of his standup act last year. “On my failed comedy career here’s a clip from last year when I surprised an audience… Anything else you arrogant, substandard, prick.”

On my failed comedy career here’s a clip from last year when I surprised an audience & opened for Grover…
Anything else you arrogant, substandard, prick @bhashpic.twitter.com/e7bQzVcCrT

— Kunal Kamra (@kunalkamra88) October 6, 2024

Responding to his tweet, Mr Aggarwal again asked Mr Kamra to come to an Ola service centre.

“Chot lagi? Dard hua? (Did it hurt) Aaja (come to) service centre. Bahut kaam hai (We have a lot of work). I will pay better than your flop shows pay you. Show your audience how much you truly care and whether you’re only gas,” he said.

Kunal Kamra then asked Mr Aggarwal to instead give a “total refund” to anyone who wants to return their Ola EV and who has purchased it in the last four months.

“I don’t need your money. People not being able to get to their workplace need your accountability. Show your customers that you truly care,” he wrote.

Responding to his post, the Ola CEO said they have “enough programs” for their customers if they face service delays.

We have enough programs for our customers if they face service delays. If you were a genuine one, you would have known.

Again, don’t try and back out of this. Come and do some real work rather than armchair criticism. https://t.co/HFFKgsl7d9

— Bhavish Aggarwal (@bhash) October 6, 2024

“If you were a genuine one, you would have known. Again, don’t try and back out of this. Come and do some real work rather than armchair criticism,” he added.

Ola Electric’s Dominance Fading?

Ola Electric logged its lowest monthly sales this year in September, government data showed, as it saw its dominance fading due to servicing network challenges.

Ola Electric, which made its stock market debut about two months ago, sold 23,965 vehicles in September, recording a month-on-month decline for the second consecutive month.

Its falling month-on-month sales have seen its market share decline for five straight months to 27% in September, from over 50% in April, according to the data.

The drop in sales comes amid scores of Ola Electric’s flagship S1 series EV scooters reportedly facing issues like malfunctioning hardware and glitching software.

Bengaluru:

The Karnataka High Court on Monday directed ANI Technologies, the parent company of OLA Cabs, to compensate a woman with Rs five lakh after she allegedly faced sexual harassment by one of their drivers during a trip in 2019.

Justice M G S Kamal, presiding over a single-judge bench, also instructed OLA’s Internal Complaints Committee (ICC) to initiate a proper inquiry in line with the Sexual Harassment of Women at Workplace (Prevention, Prohibition, and Redressal) Act, 2013 (POSH Act).

The inquiry is to be concluded within 90 days, and a report must be submitted to the District Officer.

Additionally, ANI Technologies has been ordered to pay Rs 50,000 to cover the petitioner’s litigation expenses.

The Court emphasised that all parties must comply with Section 16 of the POSH Act, ensuring confidentiality of the identities involved. The Court had reserved its order on August 20.

The petitioner, who was subjected to the harassment, had initially approached OLA with her complaint, but the company’s ICC, following advice from external legal counsel, declined to investigate, claiming it lacked jurisdiction.

The woman then sought relief from the High Court, requesting a directive for OLA to examine her complaint and for the Ministry of Women and Child Development to ensure the company adheres to POSH guidelines. She also urged the state to implement protective regulations for women and children using taxi services.

The Court has further directed the Karnataka State Road Safety Authority to expedite its proceedings regarding the notice issued to ANI Technologies, with a deadline of 90 days for completion. The state government has been ordered to pay a penalty of Rs one lakh for failing to respond adequately to the petition.

During the proceedings, the petitioner’s counsel argued that OLA functions as a transport company, not merely a platform, and should bear responsibility for its drivers’ actions. The counsel for OLA, however, contended that the drivers are independent contractors, and not employees, and the company should not be held liable under labour laws. 

(Except for the headline, this story has not been edited by NDTV staff and is published from a syndicated feed.)