Lok Sabha Question No. 1119 (UNSTARRED), answered on 2023-07-26
Subject: Harassment in Online Goods and Service
Ministry: CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION
Asked by: Sudarshan Bhagat

## Government of India

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

## LOK SABHA

## UNSTARRED QUESTION NO. 1119 (OIH)

TO BE ANSWERED ON 26.07.2023

## HARASSMENT IN ONLINE GOODS AND SERVICE

1119. SHRI SUDARSHAN BHAGAT:

(OIH)

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

- (a) whether the cases of harassment of consumers regarding sale of online goods and service provision through social media are on the rise;
- (b) if so, the State-wise details during the last five years; and
- (c) if not, the steps taken by the Government to curb this?

## ANSWER

## miHkksDrk ekeys] [kk| vkSj lkoZtfud forj.k jkT; ea=h (श्री अश्विनी क ु मार चौबे)

## THE MINISTER OF STATE CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION (SHRI ASHWINI KUMAR CHOUBEY)

(a)  to  (c):  The  Consumer  Protection  (E-commerce)  Rules,  2020,  which  have  been  notified  under  the provisions  of  the  Consumer  Protection  Act,  2019,  are  aimed  at  protecting  consumers  from  unfair  trade practices  in  e-commerce.  They  require  all  e-commerce  entities  to  establish  consumer  grievance  redressal mechanism,  appoint  a  grievance  officer  for  consumer  grievance  redressal  and  display  the  name,  contact details, and designation of such officers on their platform. The grievance officer is required to acknowledge the  receipt  of  any  consumer  complaint  within  forty-eight  hours  and  to  redress  the  complaint  within  one month from the date of receipt of the complaint.

The Central Consumer Protection Authority (CCPA) has been established under the  provisions of the Consumer Protection Act, 2019 to regulate matters relating to consumer rights violations, unfair trade practices, and false or misleading advertisements that harm the public and consumer interests.

In exercise of the powers conferred by Section 18 of the Consumer Protection Act, 2019, the Central Consumer Protection Authority (CCPA) has notified Guidelines for Prevention of Misleading Advertisements  and  Endorsements  for  Misleading  Advertisements,  2022  on  9th  June  2022,  with  the objective to curb misleading advertisements and protect the consumers, who may be exploited or affected by such advertisements.

## ORIGINAL IN HINDI

The Department of Consumer Affairs takes a proactive approach in tackling the challenges presented by  the  ever-evolving  online  sector.  Recently,  the  Department  has  noticed  emergence  of  unfair  trade practices known as 'dark patterns' which involve using design and choice architecture to deceive, coerce, or influence consumers into making choices that are not in their best interest.

The Department of Consumer Affairs (DoCA) conducted an interactive consultation in Mumbai on June 13, 2023 with various stakeholders including e-commerce companies, industry associations etc.

In line with these efforts, the Department of Consumer Affairs, Government of India, has urged the e-commerce  companies,  industry  associations  to  refrain  from  indulging  in  any  design  or  pattern  in  the online  interfaces  of  their  platform  that  may  deceive  or  manipulate  consumer  choices  and  fall  into  the category of dark patterns.

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