The Central Consumer Protection Authority (CCPA) has initiated a detailed inquiry into complaints related to deficiencies in service and products by Ola Electric after the National Consumer Helpline (NCH) received 10,644 customer complaints against the electric vehicle manufacturer between September 2023 and August 2024.
The CCPA has requested that the director general (DG) of the Bureau of Indian Standards (BIS) investigate the matter. An official order to this effect was issued on 6 November. The BIS DG is required to present its report by 21 November.
Officials have reported that the primary categories of complaints received over the past year include inadequate maintenance, misleading assurances, and postponed delivery of reserved electric vehicles and refunds.
The CCPA had previously sent a notice to the company. In its reply dated 21 October, the company indicated that it had addressed 99 percent of the complaints. However, when the NCH reached out to the impacted consumers to collect their feedback it found that many issues had still not been resolved by the company.
The NCH call agents attempted to reach out to 287 consumers and successfully engaged in conversation with 130 of them. Among these, 103 consumers, representing 79.2 percent, expressed dissatisfaction with Ola Electric’s response.
