Consumers upset due to working style of e-commerce companies, complaints piled up on helpline
E-commerce: Of the total complaints received on the National Consumer Helpline during January-August, 2022, 48 per cent were against e-commerce companies. Significantly, this figure was only eight percent in 2019. “There are a large number of complaints against e-commerce companies,” consumer affairs secretary Rohit Kumar Singh told reporters here. The e-commerce sector accounted for 48 per cent of the total complaints registered on the national consumer helpline. “This shows that e-commerce companies are not treating consumers well,” he said.
Instructions for creating a separate complaint system
Singh said that the department has held several rounds of discussions with e-commerce companies and asked them to put in place a standardized grievance redressal system. Central Consumer Protection Authority (CCPA) chief commissioner Nidhi Khare said the e-commerce sector accounted for eight per cent of the total complaints in 2019. In such a situation, complaints have increased six times in the last three years, Khare said.
Need to strengthen grievance redressal mechanism: Goyal
Union Commerce and Industry Minister Piyush Goyal has recently said that ONDC should strengthen the grievance redressal mechanism to build the confidence of the consumers. The Union Minister said this during a meeting to review the progress of Open Network for Digital Commerce (ONDC). ONDC launched a pilot phase in five cities in April with an aim to democratize the country’s booming e-commerce sector, help small retailers and reduce the dominance of online retail giants. Goyal said, “ONDC must ensure redressal of complaints and build consumer confidence through robust mechanisms for returns, refunds and cancellations.” To work actively with traders and industry associations. It is noteworthy that the offices of the Insurance Ombudsman located across the country have resolved a total of 40,527 complaints related to the problems of the policy holders during 2021-22. Earlier, in the last financial year 2020-21, 30,596 complaints were disposed of by the Insurance Ombudsman Offices.
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