Lok Sabha Question No. 697 (UNSTARRED), answered on 2017-02-07
Subject: Regulating e-Commerce Firms
Ministry: CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION
Asked by: KINJARAPU RAM MOHAN NAIDU, B.V. NAYAK

## Government of India Ministry of Consumer Affairs, Food and Public Distribution Department of Consumer Affairs

## LOK SABHA UNSTARRED QUESTION NO. 697

TO BE ANSWERED ON 07.02.2017

## REGULATING E-COMMERCE FIRMS

## 697. SHRI RAM MOHAN NAIDU KINJARAPU: SHRI B.V. NAIK:

## Will the Minister of CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION miHkksDrk ekeys] [kk| vkSj lkoZtfud forj.k ea=h be pleased to state:

- (a) the  steps  taken  by  the  Government  since  the  inception  of  e-commerce  platforms  for consumer protection from such platforms;
- (b) whether the Government is planning to bring in a separate legislation for such platforms in the near future, if so, the details thereof and if not, the reasons therefor;
- (c) the steps a consumer has to take to file complaints against e-commerce platforms/companies and the details of existing legal provisions in this regard;
- (d) whether  the  procedure  for  filing  consumer  complaints  are  different  for  regular  retail consumers and consumers of e-commerce and online products and if so, the details thereof;
- (e) whether  the  Government  has  received  complaints  against  direct  selling/  e-commerce companies regarding fraud, selling goods at very low prices, quality and privacy issues etc. and if so, the details of  such complaints, e-commerce company/ site-wise, during the last two years and the current year along with the steps taken to regulate e-commerce business in the country; and
- (f) the  present  status  of  the  proposal  regarding  setting  up  of  National  Consumer  Safety Authority?

## ANSWER

## miHkksDrk ekeys] [kk| vkSj lkoZtfud forj.k jkT; ea=h ¼Jh lh- vkj- pkS/kjh½

## THE MINISTER OF STATE CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION (SHRI C. R. CHAUDHARY)

- (a)  : The Consumer Protection Act, 1986 has been enacted to better protect the interests of the consumers. The provisions of the Consumer Protection Act, 1986, covers all goods and services and all  modes  of  transaction  including  e-commerce.  A  consumer    can  file  a  complaint  relating  to  ecommerce transactions in the appropriate Consumer Forum established under the provisions of the Consumer Protection Act.
- (b)  :  There is no proposal to bring in a separate legislation for e-commerce platforms.
- (c)  : Under the provisions of the Consumer Protection Act, 1986 a consumer can file a complaint in  the  appropriate  Consumer  Forum.  However,  before  approaching  a  Consumer  Forum  there  is mechanism for alternate dispute resolution through the National Consumer Helpline (1800-11-4000 and short code 14404) at New Delhi and  Online Consumer Mediation Centre  in the National Law School India University Bengaluru.
- (d) : No, Madam.
- (e) : The details of complaints received in the National Consumer Helpline against direct selling /e-commerce companies during 2014-15, 20115-16 and 2016-17 ( upo to December, 2016 ) are as under:

| Organization                   |   2014-15 |   2015-16 |   2016-17 (upto Dec) |   Total |
|--------------------------------|-----------|-----------|----------------------|---------|
| Bookmyoffer.com                |         0 |        71 |                  449 |     520 |
| Snapdeal.com                   |        37 |        52 |                  120 |     209 |
| e BAY                          |        10 |        30 |                  135 |     175 |
| Flipkart.com                   |        25 |        40 |                   92 |     157 |
| Whaaky.com                     |        36 |        35 |                   79 |     150 |
| Askmebazar.com                 |        27 |       116 |                    6 |     149 |
| Shopclues.com                  |        46 |        55 |                   47 |     148 |
| Amazon.in                      |         7 |        15 |                  114 |     136 |
| Paytm.com                      |        13 |        31 |                   46 |      90 |
| HOME SHOP18                    |        40 |        15 |                   15 |      70 |
| Naaptol.com                    |        15 |        10 |                   13 |      38 |
| Shop CJ Network India Pvt. Ltd |        16 |         4 |                   10 |      30 |
| Myntra.com                     |         9 |         9 |                    2 |      20 |
| Jabong.com                     |         1 |         2 |                   15 |      18 |
| Other - Ecommerce              |       136 |       205 |                  243 |     584 |
| Total                          |       418 |       690 |                 1386 |    2494 |

The received complaints were dealt with as per consumer grievance redressal procedure.

- (f): There is no proposal for setting up of National Consumer Safety Authority . However, the Consumer Protection Bill, 2015, already introduced in Parliament, seeks to provide for establiahment  of  a  Central  Consumer  Protection  Authority  to  look  into,  inter  alia,      unfair  trade practices.

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