Consumer Affairs Ministry to frame norms for e-Commerce

Customer dissatisfaction has probably prevailed from the time man invented the concept of ‘buying and selling’. But it is only with the advent of highly public social media websites and the growing population of the nitpicky customers, has it been seen this seriously. So seriously that the government had to get involved.

With the increase in the complaints it receives from customers, the Consumer Affairs Ministry has now proposed to frame a set of guidelines in order to protect the consumers’ best interests in online shopping.

Commerce and Industry Minister, Nirmala Sitharaman stated in a written reply to the Lok Sabha that it has been receiving a lot of complaints from customers who purchase products, online. The list of complaints is segregated into varieties such as non-delivery, delayed delivery, fake products, defective products and violation in warranty and guarantee of products.

“The Ministry of Consumer Affairs is proposing to frame guidelines for protection of consumers’ interest in online shopping,” she said.

While replying to another question on WTO (World Trade Organization), Ms. Sitharaman stated that India might find it difficult to address a protocol on the Trade Facilitation Agreement (TFA) without ”an assurance and visible outcomes” in order to find a permanent solution on its public food stock holding issue.

Moving on, the Ministry of Consumer Affairs has already setup a National Consumer Helpline portal wherein users can lodge a complaint online with the National Consumer Helpline portal of Ministry of Consumer Affairs, Food and Public Distribution. Users need to register themselves with the portal to file or lodge their complaints online. One can also check the status of already filed complaints. Guidelines and tips are provided for consumers’ awareness.

With new guidelines to be setup, consumers will now feel at ease considering the support they’d receive from the Ministry of Consumer Affairs. Online e-tailers will probably leave no stone unturned in order to maintain the decorum of customer satisfaction. What needs to be seen is how soon will this guideline be setup.

What’s more intriguing is how these guidelines will help consumers and how satisfied they will be once this norm comes into effect. Until proven otherwise, let’s assume good times are here again.