The Central Consumer Protection Authority (CCPA) has asked ride-hailing platform Ola to allow customers to choose their preferred method of refund during the complaint resolution process, either directly into their bank account or through coupons. The CCPA has asked to implement consumer-friendly changes, including offering refund options and providing receipts for auto rides.

Ola has been directed to provide bills, receipts or invoices to customers for all auto rides booked through its platform, thereby promoting greater accountability and transparency in its services. Customers say that the company still gives coupons to complaining customers, which can be used only during the next ride. The company

does not give the option of refund in bank account The CCPA, led by Chief Commissioner Nidhi Khare, found that Ola's no-questions-asked refund policy only provides coupon codes for future rides, and does not give consumers the option of refund in bank account. After the intervention of the CCPA, Ola has implemented several changes, including displaying the contact details of complaint and nodal officers on its website, clearly mentioning cancellation policies and fees at the time of booking, adding more options for reasons for ride cancellation and making the details of the fare component public. Apart from this, other changes implemented included showing the address of both pickup and drop locations to drivers and changing the payment cycle of drivers for instant payment. 2,061 complaints received The CCPA registered 2,061 complaints against Ola from January to October 2024, including overcharging, delayed refunds and driver-related problems. The regulator said, "Through its regulatory intervention, the CCPA has been steadfast in ensuring that Ola follows the established legal framework to protect consumer rights." The move comes at a time when the CCPA is increasing scrutiny of digital platforms to protect consumer interests in the fast-growing e-commerce and ride-hailing sector.