Ola Electric, an Indian manufacturer of electric two-wheelers, has recently faced several controversies, primarily concerning its customer service. A significant portion of the complaints lodged with the Central Consumer Protection Authority (CCPA) against Ola Electric pertains to inadequate service quality and delays in service appointments. In response to these issues, Ola Electric is undertaking a comprehensive overhaul of its customer service application.

Bhavish Aggarwal, the CEO and Founder of Ola Electric has announced the introduction of a 'service status' feature within the Ola HyperService application. This enhancement allows customers to monitor real-time service updates for their scooters directly through the application.

Ola Electric has previously made significant efforts to enhance its service quality. The company has recently revealed its intention to expand its network in India to a total of 4,000 showrooms by December 20, up from approximately 800 existing touchpoints across the nation.

According to the company, the additional 3,200 showrooms will be equipped with service centres to effectively handle customer complaints. Furthermore, the electric vehicle manufacturer aims to train over 100,000 third-party mechanics to bolster the workforce available for addressing customer issues.

Enhanced measures to improve customer service

Reports indicate that the electric vehicle manufacturer has engaged the services of the global consulting firm Ernst & Young (EY) to aid in the enhancement of its after-sales services, the optimization of processes, and the management of spare parts and inventory over the next three months.

Ola Electric has also committed to implementing corrective actions to resolve the issues highlighted by customers. A significant measure promised by Ola is the increase in production capacity at its facility to improve delivery timelines. Additionally, the company intends to train more than one hundred thousand third-party mechanics to expand the workforce available for addressing customer complaints.

Ola Electric's expansion initiative has gained importance in light of the recent scrutiny regarding the company's after-sales and service performance. The consumer protection agency, CCPA, is currently investigating the firm for purported violations of consumer rights, misleading advertising, and unfair trade practices. Additionally, the Bureau of India Standards (BIS) is examining Ola Electric due to complaints lodged by over 10,600 customers.

Recent reports indicate that the CCPA has requested further documentation and information from Ola Electric to substantiate the company's assertion that it has addressed the majority of customer grievances. An email was dispatched to Ola Electric on December 4 to confirm the claims made in its regulatory filing dated October 22, which was submitted in response to the agency's show-cause notice.

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