Lok Sabha Question No. 4161 (UNSTARRED), answered on 2025-03-26
Subject: Grievance Redressal Mechanism Sales on e-Commerce Platforms
Ministry: CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION
Asked by: Shri M K Raghavan

## Government of India

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

## LOK SABHA UNSTARRED QUESTION NO. 4161

TO BE ANSWERED ON 26.03.2025

## GRIEVANCE REDRESSAL MECHANISM SALES ON E-COMMERCE PLATFORMS

## 4161.  SHRI M K RAGHAVAN:

Will the Minister of CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION be pleased to state:

- (a) whether the Government has any plan to introduce a Unique Grievance redressal mechanism for issues related to sales on e-commerce platforms; and
- (b) if so, the details thereof?

## ANSWER

## THE MINISTER OF STATE CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION (SHRI B.L.VERMA)

(a)  &  (b)  :  Department  of  Consumer  Affairs  is  continuously  working  for  consumer  protection  and empowerment  of  consumers  by  enactment  of  progressive  legislations.  With  a  view  to  modernize  the framework  governing  the  consumer  protection  in  the  new  era  of  globalization,  technologies,  e-commerce markets etc. Consumer Protection Act, 1986 was repealed and Consumer Protection Act, 2019 was enacted.

Salient features of the new Consumer Protection Act, 2019 are establishment of a Central Consumer Protection Authority(CCPA); simplification of the adjudication process in the Consumer Commissions such as  enhancing  pecuniary  jurisdiction  of  the  Consumer  Commissions,  online  filing  of  complaint  from  the Consumer Commission having jurisdiction over the place of work/residence of the consumer irrespective of the place of transaction, videoconferencing for hearing, deemed admissibility of complaints if admissibility is not decided within 21 days of filing; provision of product liability; penal provisions for manufacture/sale of adulterated products/spurious goods; provision for making rules for prevention of unfair trade practice in ecommerce and direct selling.

The Consumer Protection Act, 2019 provides for a three tier quasi-judicial machinery at District, State and Central levels commonly known as 'Consumer Commissions' for protection of the rights of consumers and to provide simple and speedy redressal of consumer disputes including those related with unfair trade practices.  The  Consumer  Commissions  are  empowered  to  give  relief  of  a  specific  nature  and  award compensation to consumers, wherever appropriate.

The National Consumer Helpline (NCH) administered by the Department of Consumer Affairs has emerged as a single point of access to consumers across the country for their grievance redressal at a prelitigation stage. Consumers can register their grievances from all over the country in 17 languages including Hindi, English, Kashmiri, Punjabi, Nepali, Gujarati, Marathi, Kannada, Telugu, Tamil, Malayalam, Maithili, Santhali, Bengali, Odia, Assamese and Manipuri through a toll-free number 1915. These grievances can be registered  on  Integrated  Grievance  Redressal  Mechanism  (INGRAM),  an  omni-channel  IT  enabled  central portal, through various channels- WhatsApp (8800001915), SMS (8800001915), email (nch-ca@gov.in), the NCH app, the  web  portal  (consumerhelpline.gov.in)  and  the  Umang  app,  as  per  their  convenience.    1049 companies,  who  have  voluntarily  partnered  with  NCH,  as  part  of  the  'Convergence'  programme  directly respond to these  grievances  according to their redressal process and  revert by providing  a  feedback to  the complainant  on  the  portal.  Complaints  against  those  companies,  who  have  not  partnered  with  National Consumer Helpline, are forwarded to the company for redressal.

To safeguard the interests of consumers from unfair trade practices in e-commerce, the Department of Consumer Affairs has notified the Consumer Protection (E-commerce) Rules, 2020 under the provisions of the Consumer Protection Act, 2019. These rules, inter-alia, outline the responsibilities of e-commerce entities and  specify  the  liabilities  of  marketplace  and  inventory  e-commerce  entities,  including  provisions  for consumer grievance redressal.

Under  the  provisions  of  the  Consumer  Protection  Act,  2019,  the  Central  Consumer  Protection Authority (CCPA), an executive agency, came into existence on  24.07.2020. It is designed to intervene, to prevent consumer detriment arising from unfair trade practices and to initiate class action(s), including the enforcement of recalls, refunds and return of products. Its core mandate is to prevent and regulate false or misleading  advertisements  which  are  prejudicial  to  the  public  interest.  In  case  of  false  or  misleading advertisement,  as  per  Section  21(2)  of  the  Consumer  Protection  Act,  2019,  CCPA  may  impose  fines  on manufacturer or endorser upto Rs. 10 lakhs or Rs 50 lakhs in case of repeated violations.

The CCPA, in exercise of the powers conferred by Section 18 of the Consumer Protection Act, 2019, has issued 'Guidelines for Prevention and Regulation of Dark Patterns, 2023' on 30th November, 2023 for prevention and regulation of dark patterns listing 13 specified dark patterns identified in e-Commerce sector. These dark patterns include false urgency,  Basket Sneaking, Confirm shaming, forced action, Subscription trap,  Interface  Interference,  Bait  and  switch,  Drip  Pricing,  Disguised  Advertisements,  Nagging,  Trick Wording, Saas Billing and Rogue Malwares.

Bureau  of  Indian  Standards  (BIS)  introduced  the  framework  on  'Online  Consumer  Reviews  Principles and Requirements for their Collection, Moderation, and Publication' on 23rd November 2022. This framework safeguards consumer interests by addressing fake and deceptive reviews in e-commerce. While the standards are voluntary, they apply to all online platforms that publish consumer reviews and are guided by principles such as integrity, accuracy, privacy, security, transparency, accessibility, and responsiveness.

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