Govt moves to protect consumers from e-commerce frauds
23 Jun 2021
The government has proposed amendments to the Consumer Protection Act, 2020 and Rules thereby, making it mandatory for e-commerce firms to appoint a Chief Compliance Officer - a nodal contact person for 24x7 coordination with law enforcement agencies and officers to ensure compliance with their orders -and a Resident Grievance Officer for redressing the grievances of consumers on the e-commerce platform.
This would ensure effective compliance with the provisions of the Act and Rules and also strengthen the grievance redressal mechanism on e-commerce entities, the ministry of consumer affairs, food and public distribution stated in a release.
The ministry also proposed a framework for registration of every e-commerce entity with the Department for Promotion of Industry and Internal Trade (DPIIT) for allotment of registration number, which has to be displayed prominently on website as well as invoice of every order placed by the e-commerce entity. Registration of e-commerce entities would help create a database of genuine e-commerce entities and ensure that the consumers are able to verify the genuineness of an e-commerce entity before transacting through their platform, the ministry pointed out.
To protect the interests of consumers, mis-selling has been prohibited, ie, entities selling goods or services by deliberate misrepresentation of information about such goods or services.
To ensure that consumers are aware about the expiry date of the products they are buying on the e-commerce platform, all sellers on marketplace e-commerce entities and all inventory e-commerce entities have to provide `best before’ or `use before’ date to enable consumers to make an informed purchase decision.
To ensure that the domestic manufacturers and suppliers get a fair and equal treatment on the e-commerce platform it has been provided that where an e-commerce entity offers imported goods or services, it shall incorporate a filter mechanism to identify goods based on country of origin and suggest alternatives to ensure fair opportunity to domestic goods.
To ensure that consumers are not adversely affected in the event where a seller fails to deliver the goods or services due to negligent conduct by such seller in fulfilling the duties and liabilities in the manner as prescribed by the marketplace e-commerce entity, provisions of fall-back liability for every marketplace e-commerce entity have been provided.
To protect the interests of consumers and encourage free and fair competition in the market, the government is sharing a draft of the proposed amendments to the Consumer Protection (E-commerce) Rules, 2020
For the purposes of preventing unfair trade practices in e-commerce, the Central Government had notified the Consumer Protection (E-Commerce) Rules, 2020 with effect from 23 July 2020. However, since the notification of these rules, the Government has received several representations from aggrieved consumers, traders and associations complaining against widespread cheating and unfair trade practices being observed in the e-commerce ecosystem.
Prevalence of such unfortunate incidents has negatively impacted the consumer and business sentiment in the market, causing immense distress and anguish to many. It was observed that there was an evident lack of regulatory oversight in e-commerce which required some urgent action. Moreover, the rapid growth of e-commerce platforms has also brought into the purview the unfair trade practices of the marketplace e-commerce entities engaging in manipulating search result to promote certain sellers, preferential treatment to some sellers, indirectly operating the sellers on their platform, impinging the free choice of consumers, selling goods close to expiration etc.
Additionally, conventional flash sales by third party sellers are not banned on e-commerce platform. But, certain e-commerce entities are engaging in limiting consumer choice by indulging in “back to back” or “flash” sales wherein one seller selling on platform does not carry any inventory or order fulfilment capability but merely places a “flash or back to back” order with another seller controlled by platform. This prevents a level playing field and ultimately limits customer choice and increases prices.
To protect the interests of consumers, prevent their exploitation and encourage free and fair competition in the market, Government of India is sharing a draft of the proposed amendments to the Consumer Protection (E-commerce) Rules, 2020. The proposed amendments aim to bring transparency in the e-commerce platforms and further strengthen the regulatory regime to curb the prevalent unfair trade practices.
The proposed amendments are available on website of Dept of Consumer Affairs https://consumeraffairs.nic.insitesdefaultfilesfile-uploadslatestnewsComments_eCommerce_Rules2020.pdf and views/comments/suggestions on the draft rules may be sent to js-ca@nic.in within 15 days (till 6 July 2021).