The Consumer Protection (E-Commerce) Rules, 2020 is a game-changer for online shoppers in India. Introduced by the Department of Consumer Affairs, these rules aim to safeguard consumers engaging in e-transactions. Its provisions include:
E-commerce platforms must disclose seller information, return policies, and payment methods.
Platforms are responsible for ensuring accurate product descriptions and preventing the sale of counterfeit goods.
Platforms must appoint a grievance officer to address consumer complaints promptly.
Misleading advertisements and unfair pricing practices are strictly prohibited.
These provisions enhance consumer trust and accountability in the digital marketplace. The rules apply to all e-commerce platforms, ensuring a safe and secure online shopping experience for Indians.
How To File A Case Under The Consumer Protection Act (E-Commerce) Rules?
Initially, reach out to the grievance officer of the e-commerce platform. They must acknowledge your complaint within 48 hours and resolve it within one month.
If the issue remains unresolved, you can escalate the matter to the Central Consumer Protection Authority (CCPA) or approach consumer courts.
Consider using the eDaakhil portal for online filing of complaints, where you can track your case and make payments electronically.
Collect details like order number, product name, and payment receipts.
Review the platform’s return and refund policies to understand your rights.
If unresolved, contact the National Consumer Helpline at 1800114000 to register your complaint.
If the issue persists, file a formal complaint with the District or State Consumer Forum or the Central Consumer Protection Authority (CCPA).
What Are The Details To Be Included When Filing A Case Under The Consumer Protection Act (E-Commerce) Rules?
When filing a complaint to the grievance officer of an e-commerce platform, include the following details:
Your name, contact number, and email address.
Order number, product name, and purchase date.
Clearly explain the problem (e.g., defective product, wrong item received).
Summarise any prior interactions with customer support regarding the issue.
State what you want (refund, replacement, etc.).
Include relevant documents like receipts or screenshots of communications.
