New Delhi – The Central Consumer Protection Authority (CCPA) is scrutinizing Ola Electric's assertion that it has addressed 99.1% of the 10,644 complaints related to its after-sales service. Despite the company’s claims, the Department of Consumer Affairs is rigorously analyzing the responses from the electric vehicle (EV) manufacturer, which is overseen by CEO Bhavish Aggarwal. This investigation aims to correlate each customer complaint with Ola Electric's reports to determine their validity. Sources indicate that the CCPA is meticulously reviewing individual complaints to ascertain the accuracy of Ola Electric's statements.
The regulatory body’s findings will play a crucial role in assessing whether the company has genuinely resolved the issues raised by consumers. In addition to Ola Electric, another EV manufacturer may soon receive a notice from the CCPA regarding pending complaints, according to reports. The examination will also extend to complaints lodged with the National Consumer Helpline (NCH). In the wake of mounting complaints, Ola Electric's stock has taken a significant hit, trading at approximately Rs 78 per share nearly 50% lower than its peak value of Rs 157.40.
Earlier this month, the company faced scrutiny from the CCPA after the NCH received over 10,000 complaints over the past year related to inadequate after-sales service. Should the CCPA find Ola Electric's responses unsatisfactory, the firm may face legal repercussions, including the potential loss of subsidies offered under the Prime Minister's Electric DRIVE Revolution in Innovative Vehicle Enhancement (PM E-DRIVE) scheme. Consumer frustration is palpable on social media, with numerous users voicing their grievances. One user tweeted, “@OlaElectric @bhash, please respond to my email... I need to get a minimum 10 years’ warranty for the batteries as it’s one of the expensive components in the scooter.”
Another user lamented the forced delivery of a scooter, stating, “Very much disappointing, 99 per cent forcibly delivered and closed the complaint.” Adding to the concerns, a distressed customer shared their experience of an S1 Pro e-scooter failing in the middle of the night, stating, “Dear @OlaElectric @ola_supports, S1 pro has got completely dead even with 27 percent of charging... we are stuck in the middle of the night.” As the CCPA's investigation unfolds, the future of Ola Electric's claims and its standing in the burgeoning EV market hangs in the balance.