Mohali consumer panel orders Ola Electric to fix scooter or refund buyer
Bharatmorning.com – Mohali – A Mohali consumer commission has directed Ola Electric Technologies Pvt Ltd and its Phase-2 service centre to repair an electric scooter that was left at the workshop for more than two months without resolution. If the vehicle cannot be restored to roadworthy condition within the deadline, the buyer must receive a refund of the scooter’s purchase price, along with interest.
The District Consumer Disputes Redressal Commission found deficiency in service in the case brought by Munna Ali, a resident of Barmajra. The order was delivered by commission president SK Aggrawal and member Paramjeet Kaur.
Purchase and mechanical complaint
Ali bought the scooter through the Ola Electric app on July 28, 2024, for ₹85,999. In addition to the vehicle price, he paid ₹6,818 towards insurance.
The dispute began after the scooter developed what Ali described as a loud and unusual sound from its hub motor on October 1, 2025. He took the two-wheeler to Ola’s Phase-2 service centre that day. However, the service record for the issue was created on October 6.
The complaint before the commission stated that Ali continued to follow up through emails, telephone calls and visits to the service centre. Even so, the scooter stayed at the facility for over two months and was neither repaired nor handed back to him. Consumer complaint tickets were generated during this period, but the issue was not settled.
Condition of the scooter raised in complaint
Ali also told the commission that the scooter was in good condition when it was left with the service centre. He alleged that it was subsequently kept exposed to dust and weather, leading to deterioration in its paintwork and body condition.
Photographs and videos placed before the commission supported this aspect of his complaint. The case highlights that service-related grievances can extend beyond the original mechanical defect when a vehicle remains with a workshop for an extended period.
For owners, records such as service tickets, correspondence, repair estimates, dated photographs and videos can be important when a repair takes longer than expected. They help establish when the vehicle was submitted, the nature of the reported fault and the condition of the vehicle during the service period.
Company loses right to submit defence
Ola did not submit its written response within the prescribed 45-day period. As a result, the commission struck off its right to file a defence in June 2026.
The commission nevertheless gave the company and the service centre an opportunity to rectify the problem. They have been instructed to repair the scooter and make it fit for use on the road within 30 days of receiving a certified copy of the order.
The repair work must be documented through photographs and video recordings. This requirement creates a record of the work performed and of the scooter’s condition during the process.
Refund, interest and compensation
If the scooter cannot be repaired and made roadworthy within the 30-day window, Ola must return ₹85,999 to Ali. The refund will carry interest at 6% per year, calculated from December 8, 2025, when the consumer complaint was filed, until the amount is paid.
The opposite parties have also been directed to pay ₹25,000 to Ali for mental agony, harassment and litigation expenses.
The order gives the buyer a defined outcome: either a functioning scooter after documented repairs or recovery of the vehicle’s purchase amount with interest. It also underscores the consumer panel’s view that leaving a vehicle unresolved at a service centre for a prolonged period can amount to deficient service.
Electric two-wheelers depend on components such as the motor, battery system, controller and associated wiring, making timely diagnosis important when abnormal sounds or other performance concerns emerge. In this case, the complaint centred on the hub motor noise, but the panel’s directions address the wider consequences of the unresolved service experience as well.
For consumers facing similar situations, the case illustrates the value of retaining invoices, insurance payment details, service receipts and written communications. A clear timeline can be especially relevant where a repair ticket is generated after the vehicle has already been deposited at a workshop.
The company and its Phase-2 service centre must now comply with the 30-day repair direction after receiving the certified copy of the commission’s order. Failing that, the refund and compensation directions will apply as set out by the panel.
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