Ola Penalized Rs.15K by Consumer Court as AC didn't work in its Cab, Read Judgment

Ola, the cab aggregator app has recently been fined ₹15,000/- by the District Consumer Disputes Redressal Commission at Bangalore for deficiency in services. 

One customer has complained that air-conditioning in the cab he hired was not working.

The Bench noted that it is the duty of Ola to provide all services to the customers as per promise made by them and that Customers shouldn't be made to suffer agony of any kind.

The complainant with his business partners had hired an Ola cab for eight hours 80kms., as per details published on Ola website and mobile application like air conditioner, extra leg room, top quality cab/fleet and driver etc., with service agreement from Ola cabs mobile application, but air conditioner was not working for entire eight hours.

He stated that is no mechanism to complaint to Ola on ongoing trip and if the trip is stopped in between due to any issue or inconvenience the total amount will be charged to the customer.

The complainant approached the Ola customer service regarding cab rental issues on the same day regarding service issues and refund for the same, but the company denied the complaint and refund.

He even contacted Ola cabs support and senior management and after multiple round of discussion with customer support requesting his immediate intervention, the complainant has also explained the ola cabs that AC was included in the service over telephonic discussion with customer service and even after ola cabs on written mail that whether AC was included in the service as per the rate and initial rental agreement but failed to get any answer for the same

The complainant has done multiple escalations to Ola cabs and Management on Twitter/email etc., and issued notice. Eventually, Ola accepted the deficiency in the service after investigation and issued a voucher of Rs.100/- only without any discussion with the complainant.

The complainant registered the complaint on Government of India Ministry of Consumer Affairs, Good and public distribution department of consumer affairs, National Consumer Helpline for deficiency in service and refund but OP denied any refund and accepted AC was included in the service.

It was the contention of the complainant that the non compliance to the standard of the service promised and communicated by OP on the one time agreement amounts to deficiency in service. 

Ola has inflected enormous amount of mental agony and financial loss to the complainant during his business time, he further submitted.

The Commission after due assessment ruled in favour of the complaint.

". It is the duty of the OP to provide all services to the customers as per promise made by them. They have made the customer complainant to suffer inconvenience and mental agony during his trip without providing the service of AC for the entire trip period of 08 hours. Therefore, the OP have committed deficiency of service and also unfair trade practice on their part. Hence, the complainant is entitled for the relief," the Order reads.

Read Order @LatestLaws.com: