Resolved 99.1% of complaints received from customers: Ola Electric

Ola Electric announced today that it has resolved 99.1% of the 10,644 complaints received from customers, asserting that it has a robust system in place to address consumer grievances. The electric scooter maker currently holds a 27% market share in India's e-scooter market.

"We wish to reiterate that Ola Electric has a robust mechanism to address complaints raised with respect to our vehicles. In fact, we wish to emphasise that out of 10,644 complaints that we received from the CCPA, 99.1% of the complaints were resolved to the complete satisfaction of the customer as per Ola Electric's robust redressal mechanism," the Bengaluru-based firm said in a regulatory filing on Monday.

Earlier this month, the Central Consumer Protection Authority (CCPA) issued a show-cause notice to Ola Electric for alleged violations of consumer rights, misleading advertisements, and unfair trade practices. The notice addresses various consumer concerns, though specific allegations have not been disclosed.

The CCPA's notice is seen as a formal measure to ensure consumer protection amid mounting complaints.

Ola has also been in the spotlight following a public dispute between its CEO, Bhavish Aggarwal, and comedian Kunal Kamra, which reignited discussions about the company’s service quality. Kamra had tweeted, "Ola Electric hasn’t disclosed any plan to issue refunds or put an end date to current customer complaints. We don’t even know if there is a plan."

Aggarwal had earlier slammed Kamra saying, "If you can’t help, then shut up and let us fix the real customer issues."

In a separate development, the company also responded to a notice from the Automotive Research Association of India recently, which questioned the pricing strategy of its S1 X 2 kilowatt-hour (kWh) scooters ahead of its flagship sale. The notice flagged discounts on the S1 X 2kWh model, claiming the company did not inform the agency of a price reduction, which could impact the subsidy eligibility for this model.

Ola Electric clarified that it had not altered prices during its flagship BOSS sale and provided an invoice dated October 6 showing a INR 5,000 discount to customers. It also submitted a screenshot from its app, confirming that the scooter's price remained unchanged.

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