Ola Electric addresses customer complaints while facing scrutiny from the CCPA.
Ola Electric, a key player in India’s e-scooter market with a 27% share, has announced that it has successfully resolved 99.1 percent of the 10,644 customer complaints it received.
This news comes as the company faces increased scrutiny following a show-cause notice from the Central Consumer Protection Authority (CCPA), which is investigating potential violations of consumer rights.
Ola’s Response to the Complaints
In a recent regulatory filing, Ola Electric stated, “Out of 10,644 complaints we’ve received, we resolved 99.1 percent of them to the complete satisfaction of our customers.”
The company emphasizes its effective complaint resolution system, aiming to demonstrate its commitment to customer satisfaction.
Although the specific complaints leading to the CCPA’s notice remain undisclosed, Ola Electric is eager to showcase its proactive approach to addressing customer issues.
Public Spat Sparks Controversy
The situation intensified after a public exchange on Twitter between Ola Electric’s CEO, Bhavish Aggarwal, and comedian Kunal Kamra.
Kamra criticized Ola for not being transparent about plans for customer refunds and ongoing issues, leading to a fiery response from Aggarwal.
He tweeted, “If you can’t help, then shut up and let us fix the real customer issues.” This interaction has ignited discussions online about Ola’s customer service, adding further pressure on the company.
Pricing Scrutiny for Ola’s S1 X Model
Ola Electric is also under scrutiny regarding the pricing of its S1 X 2kWh scooters.
The Automotive Research Association of India (ARAI) has raised concerns about a recent price reduction ahead of Ola’s flagship sale, which could impact subsidy eligibility.
In response, Ola provided documentation, including an invoice and app screenshot, to clarify that only a Rs. 5,000 discount was applied and that no unauthorized price changes occurred.