2494 Complaints registered against e-Commerce companies during last three years

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.  There is no proposal to bring in a separate legislation for e-commerce platforms.

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 (1XXX-XX-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:

Organization 2014-15 2015-16 2016-17 (upto Dec) Total
Bookmyoffer.com 71 449 520
Snapdeal.com 37 52 120 209
e BAY 10 30 135 175
Flipkart.com 25 40 92 157
Whaaky.com 36 35 79 150
Askmebazar.com 27 116 6 149
Shopclues.com 46 55 47 148
Amazon.in 7 15 114 136
Paytm.com 13 31 46 90
HOME SHOP18 40 15 15 70
Naaptol.com 15 10 13 38
Shop CJ Network India Pvt. Ltd 16 4 10 30
Myntra.com 9 9 2 20
Jabong.com 1 2 15 18
Other – Ecommerce 136 205 243 584
Total 418 690 1386 2494
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The received complaints were dealt with as per consumer grievance redressal procedure.

There is no proposal for setting up of National Consumer Safety Authority. However, 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.

This information was given by Shri C.R. Chaudhary, the Minister of State for Consumer Affairs, Food & Public Distribution, in written reply to a question in Lok Sabha today.


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