Lok Sabha Question No. 2973 (UNSTARRED), answered on 2023-12-20
Subject: Fake Reviews on e-commerce Platforms
Ministry: CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION
Asked by: Poonam (Mahajan) Vajendla Rao, Gowdar Mallikarjunappa Siddeshwara

## Government of India

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

## LOK SABHA UNSTARRED QUESTION NO. 2973

TO BE ANSWERED ON 20.12.2023

## FAKE REVIEWS ON E-COMMERCE PLATFORMS

2973.  SHRIMATI POONAM MAHAJAN: SHRI G.M. SIDDESHWAR:

## 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 Government is bringing out a standard for publishing product reviews on e-commerce platforms in the country;
- (b) if so, the details thereof;
- (c) the  number of complaints related to forgery, unfair trade practices and  misleading advertisements received from consumers using such platforms, if so, the action taken thereon;
- (d) the manner in which the Government intends to safeguard and protect consumer interest from fake and deceptive reviews on e-commerce and other social media platforms;
- (e) whether the Government is also ready to make legislation for punishment for unfair trade practice or violation of consumer rights; and
- (f) if so, the details thereof?

## 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  (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 in  the  new  era  of  globalization,  technologies,  e-commerce markets etc Consumer Protection Act, 1986 was repealed and Consumer Protection Act 2019 was enacted.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 Consumer Protection Act, 2019 provides for redressal of the grievances of consumer through specialized  three-tier  quasi-judicial  agencies,  now  commonly  known  as  'National  Consumer  Disputes Redressal  Commissions  (NCDRC)'  at  National  level,  'State  Consumer  Disputes  Redressal  Commission (SCDRC)'  at  State  level,    and  'District  Consumer  Disputes  Redressal  Commission(DCDRC)'  at  District level.

The  Act  also  provides  for,  inter-alia,  simplification  of  the  adjudication  process  in  the  Consumer Commissions; filing of a complaint by a consumer in the Consumer Commission having jurisdiction with respect to his place of work/residence irrespective of place of transaction and place of business or residence of  the  opposite  parties,  e-filing  and  e-payment,  video  conferencing  for  hearing,  deemed  admissibility  of complaints if admissibility is not decided within 21 days of filing; mediation to facilitate early disposal of cases; provision of product liability.

Provision for filing cases online through e-Daakhil has been introduced in NCDRC and Consumer Commissions of 35 States/UTs at the district and state level for speedy and hassle-free resolution of cases.

Department  of  Consumer  Affairs  has  notified  17  Rules  and  6  Regulations  under  the  Consumer Commerce Rules, Direct Selling) Rules, Mediation Rules, Search and Seizure and Compounding of offences

Protection Act, 2019 for the protection of rights and interests of consumers  which, inter-alia, includes Eby the Central Authority and Crediting of Penalty Rules etc. Government has also taken several initiatives recently for the protection of consumers from misleading and deceptive advertisements, fake reviews, and unfair trade practices.

Under  the  provisions  of  the  Consumer  Protection  Act,  2019,  the  Central  Consumer  Protection Authority (CCPA) has been established w.e.f 24.07.2020 to regulate matters relating to violation of rights of consumers, unfair trade practices and false or misleading advertisements which are prejudicial to the interests of public and consumers as a class.

The CCPA  has  notified the Guidelines for Prevention of Misleading Advertisements and Endorsements for Misleading Advertisements, 2022 on 9th June, 2022. These guidelines inter-alia provide for; (a) conditions for an advertisement to be non-misleading and valid; (b) certain stipulations in respect of bait  advertisements  and  free  claim  advertisements;  and,  (c)  duties  of  manufacturer,  service  provider, advertiser and advertising agency.

The  Central  Consumer  Protection  Authority  has  also  issued  Guidelines  for  Prevention  and Regulation of Dark Patterns, 2023 recently on 30th November, 2023 for prevention and regulation of dark patterns listing 13 specified dark patterns.

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.  The standards are voluntary and are applicable to every online platform which publishes consumer reviews. The guiding principles of the standard are integrity, accuracy, privacy, security, transparency, accessibility and responsiveness.

All the grievances received in NCH during the last three years have been disposed of.

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