Thousands of complaints against Olay and Uber 

Thousands of complaints against Olay and Uber 

INTERVENTION CONSUMER PROTECTION AUTHORITY

INTERVENTION CONSUMER PROTECTION AUTHORITY

The Central Consumer Protection Authority (CCPA) has issued notices to Ola and Uber

two online taxi service platforms, alleging violation of consumer rights and unfair trade practices. According to data from the National Consumer Helpline (NCH), between April 1, 2021 

and May 1, 2022, there were 2482 complaints registered against Olay and 770 against Uber.

In a meeting with Ola, Uber, Rapido, Meru Cabs and Jugnoo last week, the authority recommended compliance with the Consumer Protection Act 2019 and e-commerce rules.

In addition, the CCPA suggested that consumers participate in the National Consumer Helpline to ensure better grievance redressal.

Major issues raised in notices

1) Disadvantages of service delivery - customer failure to respond properly, driver refusing to accept payments online, exorbitant fares on low-cost routes, unprofessional behavior of drivers, and Apple refusing to turn on the driver's AC after offering the customer AC facility.

2) Inadequate customer grievance redressal mechanism: Lack of details of customer care number and grievance redressal officer to be mentioned on the platform.

3) Lack of information about the criteria or method followed by the company to charge different rates for the same route from two persons.

4) Include rates for add-on services through pre-ticked boxes, without obtaining explicit approval prior to each trip to include add-on services

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