Lok Sabha Question No. 3815 (UNSTARRED), answered on 2024-12-18
Subject: Complaints against e -Commerce Companies
Ministry: CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION
Asked by: Shri S Venkatesan

## Government of India

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

## LOK SABHA UNSTARRED QUESTION NO. 3815 TO BE ANSWERED ON 18.12.2024

## COMPLAINTS AGAINST E -COMMERCE COMPANIES

3815.  SHRI S VENKATESAN:

## 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 number of complaints against e-Commerce companies out of total complaints during the financial years from 2020 - 21 to 2023 - 24;
- (b) the number of complaints against e-Commerce players, company-wise; and
- (c) whether any action has been taken by the Ministry to redress the complaints of consumers and if so, the details and outcome thereof?

## ANSWER

## miHkksDrk ekeys] [kk| vkSj lkoZtfud forj.k jkT; ea=h (श्री बी.एल. वर्मा )

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

(a) & (b) : The  year  wise  details  of  the  grievances  registered  on  National  Consumer  Helpline  in  ecommerce sector are at Annexure .

- (c) : 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 Consumer Protection Act, 1986 was repealed and Consumer Protection Act, 2019 was enacted.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  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, wherever appropriate, compensation to consumers.

Further, in terms of Section 38 (7) of the Consumer Protection Act, 2019, every complaint shall be disposed of as expeditiously as possible and endeavour shall be made to decide the complaint within a period of three months from the date of receipt of notice by opposite party where the complaint does not require analysis or testing of commodities and within five months if it requires analysis or testing of commodities.

To serve the interest of speedy justice to the end consumers, Consumer Protection Act, 2019 states that  no  adjournment  shall  ordinarily  be  granted  by  the  consumer  commissions  unless  sufficient  cause  is shown and the reasons for grant of adjournment have been recorded in writing by the Commission.

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 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, SMS , mail , NCH  app,  web  portal,  Umang  app  as  per  their  convenience.    1004  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's email id for redressal.

******

## ANNEXURE REFERRED TO IN REPLY TO PARTS (a) & (b) OF LOK SABHA UNSTARRED QUESTION NO. 3815 FOR 18.12.2024 REGARDING COMPLAINTS AGAINST E -COMMERCE COMPANIES

| Financial Year   | Total no. of consumer grievances registered   | No. of grievances registered in e- commerce sector   |
|------------------|-----------------------------------------------|------------------------------------------------------|
| 2020 - 21        | 6,74,820                                      | 2,05,393                                             |
| 2021 - 22        | 7,44,625                                      | 2,40,866                                             |
| 2022 - 23        | 10,05,985                                     | 4,00,509                                             |
| 2023 - 24        | 12,35,710                                     | 4,45,960                                             |
| Total            | 36,61,140                                     | 12,92,728                                            |

## Financial Year 2020-21

| S. No.   | Company        | No. of grievances registered   |
|----------|----------------|--------------------------------|
| 1        | Flipkart.com   | 54,337                         |
| 2        | Amazon.in      | 20,712                         |
| 3        | Myntra         | 8,620                          |
| 4        | MakeMyTrip.com | 5,313                          |
| 5        | Goibibo.com    | 4,591                          |
| 6        | Paytmmall      | 2,472                          |
| 7        | Zoomcar        | 2,136                          |
| 8        | TataCliq       | 1,766                          |
| 9        | Paytm.com      | 1,751                          |
| 10       | Yatra.com      | 1,732                          |
| 11       | Swiggy         | 1,709                          |
| 12       | Medlife        | 1,467                          |
| 13       | Zomato         | 1,389                          |
| 14       | Nestaway       | 1,366                          |
| 15       | Shopclues.com  | 1,307                          |
| 16       | Happy Easy Go  | 1,199                          |
| 17       | Snapdeal.com   | 1,059                          |
| 18       | EaseMyTrip.com | 1,052                          |
| 19       | Ola Cabs       | 1,026                          |
| 20       | Cleartrip.com  | 1,009                          |
| 21       | Others         | 89,380                         |
| Total    | Total          | 2,05,393                       |

Financial Year 2021-22

| S. No.   | Company                          | No. of grievances registered   |
|----------|----------------------------------|--------------------------------|
| 1        | Flipkart.com                     | 65,662                         |
| 2        | Amazon.in                        | 30,376                         |
| 3        | Myntra                           | 7,392                          |
| 4        | Meesho.com                       | 5,684                          |
| 5        | Travolook                        | 4,669                          |
| 6        | Swiggy                           | 3,279                          |
| 7        | MakeMyTrip.com                   | 2,944                          |
| 8        | Zomato                           | 2,563                          |
| 9        | Goibibo.com                      | 2,462                          |
| 10       | Ola Cabs                         | 2,346                          |
| 11       | Paytm.com                        | 2,072                          |
| 12       | AJIO                             | 2,058                          |
| 13       | TataCliq                         | 1,855                          |
| 14       | Paytmmall                        | 1,655                          |
| 15       | VLE Bazaar                       | 1,612                          |
| 16       | Dhani Loans and Services Limited | 1,517                          |
| 17       | Happy Easy Go                    | 1,439                          |
| 18       | Snapdeal.com                     | 1,381                          |
| 19       | Shopclues.com                    | 1,368                          |
| 20       | Jio Mart                         | 1,214                          |
| 21       | Others - Company                 | 97,318                         |
| Total    | Total                            | 2,40,866                       |

## Financial Year 2022-23

| S. No.   | Company                          | No. of grievances registered   |
|----------|----------------------------------|--------------------------------|
| 1        | Flipkart.com                     | 1,53,682                       |
| 2        | Amazon.in                        | 45,524                         |
| 3        | Meesho.com                       | 22,217                         |
| 4        | Myntra                           | 12,076                         |
| 5        | Jio Mart                         | 8,117                          |
| 6        | Swiggy                           | 7,451                          |
| 7        | AJIO                             | 7,450                          |
| 8        | Zomato                           | 4,277                          |
| 9        | Urban Ladder                     | 3,481                          |
| 10       | MakeMyTrip.com                   | 3,470                          |
| 11       | Ola Cabs                         | 3,378                          |
| 12       | Travolook                        | 2,897                          |
| 13       | Goibibo.com                      | 2,589                          |
| 14       | Paytm.com                        | 2,320                          |
| 15       | Dhani Loans and Services Limited | 2,276                          |
| 16       | TataCliq                         | 1,897                          |
| 17       | Happy Easy Go                    | 1,851                          |
| 18       | VLE Bazaar                       | 1,779                          |
| 19       | Snapdeal.com                     | 1,542                          |
| 20       | Mobikwik.com                     | 1,375                          |
| 21       | Others - Company                 | 1,10,860                       |
| Total    | Total                            | 4,00,509                       |

Financial Year 2023-24

| S. No.   | Company                 | No. of grievances registered   |
|----------|-------------------------|--------------------------------|
| 1        | Flipkart.com            | 1,60,857                       |
| 2        | Amazon.in               | 58,875                         |
| 3        | Meesho.com              | 20,593                         |
| 4        | Myntra                  | 21,842                         |
| 5        | Swiggy                  | 9,527                          |
| 6        | Jio Mart                | 8,853                          |
| 7        | AJIO                    | 7,690                          |
| 8        | Zomato                  | 6,983                          |
| 9        | Ola Cabs                | 4,455                          |
| 10       | MakeMyTrip.com          | 4,145                          |
| 11       | Paytm.com               | 3,974                          |
| 12       | Goibibo.com             | 2,825                          |
| 13       | TataCliq                | 2,291                          |
| 14       | Uber                    | 2,121                          |
| 15       | VLE Bazaar              | 2,003                          |
| 16       | Naaptol.com             | 1,780                          |
| 17       | Reliance Retail Limited | 1,358                          |
| 18       | Nykaa                   | 1,309                          |
| 19       | Blinkit (Grofers.com)   | 1,244                          |
| 20       | Snapdeal.com            | 1,155                          |
| 21       | Others - Company        | 1,22,080                       |
| Total    | Total                   | 4,45,960                       |

*****