NEW DELHI: The Central Consumer Protection Authority (CCPA) has ordered an investigation into complaints related to “deficiency” in Ola Electric’s service and products after it found that a large share of consumer complaints remained unresolved despite the company claiming to have addressed 99% of the grievances.
CCPA is also looking into consumer complaints against other EV firms, sources said.
“We have ordered a detailed investigation into complaints of deficiencies in services and products by Ola Electric. We want to ensure that the companies concerned must address consumer grievances properly and expeditiously,” consumer affairs secretary and CCPA chief commissioner Nidhi Khare said.
On Nov 6, the authority asked the director general of Bureau of Indian Standards (BIS) to investigate the matter and submit the report in 15 days.
The fresh order was issued after Ola Electric gave a detailed reply to the earlier notice by CCPA. The National Consumer Helpline (NCH) had received these complaints between Sept 1, 2023 and Aug 31, 2024. The company on Oct 21 had claimed that 99.1% grievances were addressed to consumers’ satisfaction.
However, when NCH call agents contacted a random sample of consumers, they found that around 79.2% consumers were not satisfied with company’s action.
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