This comes after Ola Electric claimed that over 99% of customer grievances were resolved. Following this claim, the Department of Consumer Affairs reached out to Ola customers.
Last month, the Central Consumer Protection Authority (CCPA) directed the Director General of the Bureau of Indian Standards (BIS) to probe consumer complaints against Ola Electric after a CCPA investigation found the company’s responses unsatisfactory.
The BIS DG was asked to examine the nature of the complaints and any deficiencies in the services offered by the Electric Vehicle (EV) Original Equipment Manufacturer (OEM), with a response due in 15 days.
Government sources have indicated that the BIS DG’s probe is taking time as it is corroborating claims made by over 10,644 Ola Electric customers. The investigation is expected to be completed within this month.
Also read: Ola Electric asked to provide more documents by CCPA over consumer complaints
In the last week of October, government sources had told CNBC TV18 that the Department of Consumer Affairs was critically examining responses filed by Ola Electric to the show-cause notice issued by the CCPA.
The consumer protection body was correlating responses from consumers with Ola Electric’s claim of 99% complaint resolution. The CCPA was also analysing customer complaints against another EV OEM and was considering sending a notice to the company.
The Department of Consumer Affairs is also analysing complaints from EV users filed with the National Consumer Helpline (NCH). Government sources added that market surveillance of customer grievances across the larger EV sector is currently at an enquiry stage. A total of 10 sectors, including the EV sector, are being examined for major complaints.
(Edited by : Sheersh Kapoor)
