Consumer Complaints Registered Against e-Commerce Companies

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The Consumer Protection Act, 1986 has been enacted to better protect the interests of the consumers.

The provisions of the Consumer Protection Act, 1986, covers all goods and services and all modes of transaction including e-commerce.

A consumer  can file a complaint relating to e-commerce transactions in the appropriate Consumer Forum established under the provisions of the Consumer Protection Act.

Under the provisions of the Consumer Protection Act, 1986 a consumer can file a complaint in the appropriate Consumer Forum. However, before approaching a Consumer Forum there is mechanism for alternate dispute resolution through the National Consumer Helpline (1800-11-4000 and short code 14404) at New Delhi and  Online Consumer Mediation Centre  in the National Law School India University Bengaluru.

The details of complaints received in the National Consumer Helpline against direct selling /e-commerce companies during 2014-15, 2015-16 and 2016-17 (up to December, 2016 ) are as under:

e-Commerce Company Total 520 209
e BAY 175 157 150 149 148 136 90
HOME SHOP18 70 38
Shop CJ Network India Pvt. Ltd 30 20 18
Other – Ecommerce 584
Total 2494

The received complaints were dealt with as per consumer grievance redressal procedure.

The Consumer Protection Bill, 2015, already introduced in Parliament, seeks to provide for establishment of a Central Consumer Protection Authority to look into, inter alia,   unfair trade practices.

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