Ola ordered to improve refund policies, invoicing practices

Ride-hailing service Ola has been ordered by the Central Consumer Protection Authority (CCPA) to introduce a more flexible refund process. Previously, customers could only receive refunds in the form of ride coupons & cash invoices receipt templates. The CCPA found this practice to be unfair as it could pressure customers to take another ride instead of receiving a cash refund.

Under the new guidelines, Ola customers will now have the option to choose between a direct bank refund or ride coupons. Additionally, the CCPA has addressed concerns about Ola's invoicing practices for auto rides. The company has been instructed to provide proper invoices for these rides to ensure transparency and accountability.

Other changes implemented by Ola include enhanced grievance redressal procedures, clearer cancellation policies, and a more transparent breakdown of fares. The company has also taken steps to improve communication with drivers, encouraging them to accept digital payments and maintain air conditioning during rides.

The CCPA's intervention highlights the importance of protecting consumer rights and ensuring that businesses operate fairly and transparently. By implementing these changes, Ola has taken a step towards improving the experience of its customers.