Consumer watchdog CCPA orders Ola to offer refund choices, provide auto ride receipts

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.