Lok Sabha Question No. 917 (UNSTARRED), answered on 2016-11-21
Subject: Complaints against e-Commerce Companies
Ministry: COMMERCE AND INDUSTRY
Asked by: S. RAJENDRAN, VINOD KUMAR BOIANAPALLI, PR. SENTHILNATHAN, BOORA NARSAIAH GOUD

## GOVERNMENT OF INDIA MINISTRY OF COMMERCE & INDUSTRY DEPARTMENT OF INDUSTRIAL POLICY & PROMOTION

## LOK SABHA

UNSTARRED QUESTION NO. 917. TO BE ANSWERED ON MONDAY, THE 21 ST  NOVEMBER,  2016.

## COMPLAINTS AGAINST E-COMMERCE COMPANIES

## 917.   SHRI S. RAJENDRAN:

SHRI B. VINOD KUMAR:

SHRI PR. SENTHIL NATHAN:

DR. BOORA NARSAIAH GOUD:

Will the Minister of COMMERCE AND INDUSTRY be pleased to state:

## वाणिज्य  एवं उद्योग मंत्री

- (a) whether  the Government  has  received  any  complaints against the ecommerce companies for selling inferior quality goods/services and violations of Foreign Direct Investment (FDI) norms in the country during each of the last three years and the current year, if so, the details thereof;
- (b) whether  the  Government  has  initiated  a  probe  into  the  operation  of  ecommerce companies in the wake of such complaints, if so, the details thereof including the action taken against such companies, company-wise;
- (c) the total value of products sold by the top ten e-commerce companies during the said period, company-wise; and
- (d) the  corrective  steps  taken  by  the  Government  to  protect  the  consumers against any cheating by the e-commerce companies?

## ANSWER

## वाणिज्य एवं उद्योग राज्य मंत्री (स्वतंत्र प्रभार)(श्रीमती निममला सीतारमि) THE MINISTER OF STATE (INDEPENDENT CHARGE) OF THE MINISTRY OF COMMERCE & INDUSTRY (SHRIMATI NIRMALA SITHARAMAN)

- (a) & (b): No data regarding complaints received against e-commerce companies is centrally maintained. However, the details of complaints relating to ecommerce received in the National  Consumer Helpline  (NCH)  during each of the last three years and the current year is as under:

| Year                      |   Total Complaints |
|---------------------------|--------------------|
| April, 2013-March, 2014   |               4792 |
| April, 2014-March, 2015   |              13812 |
| April, 2015-March, 2016   |              23955 |
| April, 2016-October, 2016 |              19666 |

Such  complaints  are  forwarded  to  companies  which  have  partnered with NCH for consumer grievance redressal. In case, any complaint is not  resolved,  consumers  may  file  the  cases  with  the  Police  or  in  a Court of law of jurisdiction or a Consumer Forum of jurisdiction.

Further,  Enforcement  Directorate  conducts  investigation  under  the Foreign Exchange  Management  Act,  1999  (FEMA)  in cases of contravention  of  FDI  policy  by  various  entities  as  and  when  any credible information is received in this regard. Based on the outcome of the  investigation,  appropriate  action  under  the  provision  of  FEMA  is taken in such cases.

- (c): No such data is centrally maintained by the Government.
- (d): Consumer  Protection  Bill  (No.  226  of  2015)  introduced  in  the  Lok Sabha on 10.08.2015 covers e-commerce transactions and inter alia seeks to establish a Central Consumer  Protection Authority for protection of the interests of the consumers.

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