Lok Sabha Question No. 4442 (UNSTARRED), answered on 2025-08-20
Subject: Misleading Reviews and Ratings on e-Commerce Platforms
Ministry: CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION
Asked by: Shri Pushpendra Saroj

## Government of India

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

## LOK SABHA UNSTARRED QUESTION NO. 4442

TO BE ANSWERED ON 20.08.2025

## MISLEADING REVIEWS AND RATINGS ON E-COMMERCE PLATFORMS

## 4442.  SHRI PUSHPENDRA SAROJ:

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

- (a) whether  the  Government  has  taken  note  of  the  increasing  trend  of  fake  or  misleading  product reviews and ratings on e-commerce platforms particularly those operating in Uttar Pradesh, if so, the details thereof;
- (b) the steps taken by the Government to regulate or verify online reviews to protect consumer interest and ensure transparency;
- (c) whether  the  Government  has  engaged  with  e-commerce  companies  or  issued  specific  advisory guidelines to address this issue and if so, the details thereof;
- (d) the details of the number of consumer complaints received on this matter since 2022, platform-wise;
- (e) whether the Government is considering setting up a centralized review-verification mechanism or penalty framework for platforms promoting misleading content; and
- (f) if so, the details thereof?

## ANSWER

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

(a)  to  (f)    :  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 Consumer Protection Act, 1986 was repealed and Consumer Protection Act, 2019 was enacted.

The Bureau of Indian Standards (BIS) has notified framework on 'Online Consumer Reviews  Principles and  Requirements  for  their Collection, Moderation  and  Publication'  on  23.11.2022  for safeguarding and protecting consumer interest from fake and deceptive reviews in e-commerce. It lays down the process which demonstrates the commitment of consumer review sites that they value their customers and provide reviews that can be trusted. The standard is voluntary and is applicable to every online platform which publishes consumer reviews. The guiding principles of the standard are integrity, accuracy, privacy, security, transparency, accessibility and responsiveness.

"Unfair trade practice" [Section 2(47) of the Consumer Protection Act, 2019] encompasses deceptive methods  such  as  misrepresenting  product  standards,  falsely  advertising  old  goods  as  new,  claiming unverified sponsorship or benefits, offering misleading warranties, misrepresenting prices, or disparaging competitors' goods  or services. These  provisions ensure accountability, transparency and fairness, safeguarding consumer interests in a dynamic marketplace.

Section 2(28) of the Consumer Protection Act, 2019 defines 'misleading advertisement' in relation to any product or service, as an advertisement, which- (i) falsely describes such product or service; or (ii) gives  a  false  guarantee  to,  or  is  likely  to  mislead  the  consumers  as  to  the  nature,  substance,  quantity  or quality of such product or service; or (iii) conveys an express or implied representation which, if made by the  manufacturer  or  seller  or  service  provider  thereof,  would  constitute  an  unfair  trade  practice;  or  (iv) deliberately conceals important information.

The Department of Consumer Affairs has notified the Consumer Protection (E-commerce) Rules, 2020 under the provisions of the Consumer Protection Act, 2019 to safeguard consumers from unfair trade practices  in  e-commerce.  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 customer grievance redressal.

Further,  National  Consumer  Helpline  (NCH)  has  registered  a  total  number  of  1137  grievances pertaining to Fake Reviews from different States/UTs since 2022. Out of these grievances, 136 have been registered from the State of Uttar Pradesh.

The Central Consumer Protection Authority, 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.

A 'Safety Pledge' has been finalized, in consultation with all the stakeholders, which is a voluntary public  commitment  of  e-Commerce  platforms  to  ensure  the  safety  of  goods  sold  online  and  respect  the consumer rights. Aligned with global best practices, this initiative strengthens consumer protection in the ecommerce.  So  far,  13  major  e-Commerce  companies  including  Reliance  Retail  group,  Tata  sons  group, Zomato, Ola, Swiggy etc. have signed the Safety Pledge for ensuring consumer safety.

In  exercise  of  the  powers  conferred  by  section  18  of  the  Consumer  Protection  Act,  2019  (35  of 2019),  the  Central  Consumer  Protection  Authority  has  prepared  'Draft  Guidelines  for  Prevention, Regulation and Remediation of Fake Online Consumer Reviews, 2024' and circulated to the stakeholders for  their  comments/inputs.  The  Department  has  also  hold  a  meeting  with  the  ecommerce  companies regarding adoption of Standard on Fake Reviews.

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