E-tail firms told to better grievance mechanism

E-commerce was among the sectors on which consumers have the largest amount of complaints between March and May

E-commerce and consumer durables companies should make their refund and return policy public, have a proper grievance redressal mechanism and an escalation matrix, so that consumers who have been fleeced have a proper avenue to voice their complaint.

A directive in this regard was given at a meeting between top product makers and e-commerce companies with the department of consumer affairs on Tuesday.

E-commerce was among the sectors on which consumers have the largest amount of complaints, according to the National Consumer Helpline, between March and May. Most grouses were on non-delivery of products or duplicate ones, non-refund of money and defective accessories.

The meeting is a precursor to the framing of proper guidelines for grievance redressal at e-commerce companies.

Later, Union Food  Minister Ram Vilas Paswan said the number of consumer helplines would be raised to 60 from the current 14 in the next one month. A visibly upset Paswan over the delay in setting up the extra lines also said the department will also begin a web chat facility on consumer complaints adding a dedicated mobile application for these was also being worked out.

“I had directed one-and-a-half years ago to increase the number of telephone lines. Why there has been a delay in increasing the telephone lines?” Paswan asked the officials. He said 14 lines are very less for redressal of consumer grievances in India.

Paswan also announced the constitution of a panel under the chairmanship of Minister of State C R Chaudhury  to explore the possibility of starting regional consumer helpline centres — east, west, north and south.

The minister also directed officials to explore the possibility of appending the national consumer helpline number on products such as refrigerators and air-conditioners, along side the regular helpline numbers. And, if the helpline number could shortened on the lines of dial-100, dial-108.