The Department of Consumer Affairs has initiated an investigation into Ola Electric's claim of resolving 99% of over 10,000 customer complaints concerning its electric scooters, as reported by The New Indian Express.
According to sources cited in the report, the department is not only scrutinising Ola's claim but also intends to contact affected customers directly to confirm their satisfaction with the company's redressal process.
Ola Electric maintains that it has a robust mechanism for addressing customer concerns. In its response to the CCPA, the company asserted that 99.1% of the 10,644 complaints routed through the CCPA were resolved to customers' satisfaction.
However, this high satisfaction rate has been met with public scepticism, partly due to ongoing complaints and criticism from public figures like stand-up comedian Kunal Kamra, who has questioned Ola's after-sales service standards.
Kamra has been a vocal critic of Ola Electric, frequently highlighting customer dissatisfaction on social media. Recently, he shared a post sarcastically stating he would "accept" a role at Ola after being tagged in numerous customer complaints.
Kamra also tagged Transport Minister Nitin Gadkari in an earlier tweet, calling for government intervention and pointing out issues like long repair delays and inadequate service support.
Despite these assurances, complaints from Ola customers continue to surface on social media, and the Department of Consumer Affairs' investigation suggests that the company's claims may face further examination.