The Department of Consumer Affairs informed Parliament that the Central Consumer Protection Authority (CCPA) has sent notices to Ola and Uber due to concerns about inadequate grievance redressal and deficiency in service.
What Happened? The National Consumer Helpline received 18,890 complaints against Ola and Uber from January 1, 2017, to March 31, 2023, according to a report by CNBC-TV18.
The ministry said that the notices alleged primary issues, including deficiency in service, inadequate consumer grievance redressal mechanism, unreasonable levy of cancellation charges, and inclusion of charges for add-on services through pre-ticked boxes without explicit consent before each ride.
The regulatory authority issued a similar notice to Ola and Uber last year as well. They had identified unfair practices such as unreasonable cancellation charges and the inclusion of charges for add-on services through pre-ticked boxes without explicit consent for each ride.
The companies were advised to partner with the national consumer helpline for effective grievance redressal and to ensure compliance with norms.
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There was also a case where Ola’s MD had to compensate a passenger for a non-functional AC. Additionally, last year, many Ola and Uber drivers refused to turn on the air conditioning due to high fuel prices.
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