Mansi Tekam
26th December 2021: According to the data provided by the Ministry of Consumer Affairs, Food, and Public Distribution, more than five lakhs of complaints were made against e-commerce companies in the National Consumer Helpline (NCH) between April 2019 and November 2021. The highest number of complaints have come from Maharashtra, followed by Uttar Pradesh. The lowest number is in Nagaland. Ashwini Kuma Choubey, Minister of State for Consumer Affairs, provided this data in a written reply to a question in the Upper House of Parliament.
He quoted the relevant provision in his reply, “Rule 5(3)(e) of the Consumer Protection (E-Commerce) Rules, 2020 states that every marketplace e-commerce entity is required to provide in a clear and accessible manner, displayed prominently to its users at an appropriate place on its platform, all information provided to it by sellers under Sub-rule (5) of Rule 6 including name and contact numbers, and designation of the grievance officer for consumer grievance redressal or for reporting any other matter”. He also issued an advisory to industry associations, requesting them to publicly advertise these provisions and ask members to ensure their compliance. It guaranteed customers’ access to a good redressal process when purchasing products or services through e-commerce platforms.
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