Ola Electric has reported that it has successfully resolved 99.1% of the 10,644 complaints received from customers, showcasing the effectiveness of its robust consumer grievance redressal system.
Key Highlights
The company, a major player in India’s e-scooter market with a 27% market share, emphasized its commitment to addressing complaints related to its vehicles.
In a regulatory filing, Ola Electric stated that the Consumer Complaints Council of India (CCPA) received the complaints, and the company’s internal mechanism ensured that 99.1% of the grievances were completely resolved to the satisfaction of the customers.
Earlier this month, the Central Consumer Protection Authority (CCPA) sent a show-cause notice to Ola Electric, citing alleged violations of consumer rights, misleading advertisements, and unfair trade practices. The notice covers a range of consumer concerns, although specific allegations have not been made public.
The CCPA’s notice is regarded as a formal step to uphold consumer protection in response to increasing complaints.
Ola has garnered attention due to a public altercation between its CEO, Bhavish Aggarwal, and comedian Kunal Kamra, which has sparked renewed debates about the company’s service standards. Kamra had tweeted, “Ola Electric hasn’t disclosed any plan to issue refunds or put an end date to current customer complaints. We don’t even know if there is a plan.”
Aggarwal had earlier slammed Kamra saying, “If you can’t help, then shut up and let us fix the real customer issues.”
Ola Electric recently addressed concerns raised by the Automotive Research Association of India regarding the pricing of its S1 X 2 kilowatt-hour (kWh) scooters. The notice questioned the pricing strategy, specifically highlighting discounts on the S1 X 2kWh model and the potential impact on subsidy eligibility. Ola Electric responded by providing evidence that it had not altered prices during its flagship BOSS sale, including an invoice dated October 6 showing a INR 5,000 discount to customers, and a screenshot from its app confirming that the scooter’s price remained unchanged.
It’s impressive to see Ola Electric’s commitment to resolving customer complaints and addressing regulatory concerns. Their proactive approach and high-resolution rate demonstrate a strong consumer grievance redressal system. The ARAI’s recent response to pricing concerns also shows their dedication to transparency and compliance.ELCTRIK Speaks
