Cases of consumer harassment by e-commerce companies rise in State

STAFF REPORTER

GUWAHATI: The number of cases of online harassment of consumers by e-commerce companies went up significantly in the State in the fiscal years 2020-2021 and 2021-2022.

According to sources, the number of complaints received from Assam by the National Consumer Helpline was 693 in 2017-2018. This went up to 765 in 2018-2019 and further to 893 in 2019-2020.

However, the number of complaints regarding online harassment of consumers by e-commerce companies shot up to 2,340 in 2020-2021. The number increased further to 2,445 in the fiscal year 2021-2022.

The sources said that the data was obtained as per provisions of the Consumer Protection (E-commerce) Rules, 2020, which have been notified under the provisions of the Consumer Protection Act, 2019. The Act is aimed at protecting consumers from unfair trade practices in e-commerce. They require all e-commerce entities to establish a consumer grievance redressal mechanism, appoint a grievance officer for consumer grievance redressal and display the name, contact details and designation of such officers on their platform. The grievance officer is required to acknowledge the receipt of any consumer complaint within 48 hours and to redress the complaint within one month from the date of receipt of the complaint.

The sources added that in a bid to protect consumers' interests, the Union Ministry of Home Affairs has set up the National Cyber Crime Reporting Portal www.cybercrime.gov.in. The Home Ministry has also taken steps for spreading awareness about cybercrimes, issuance of alerts/advisories, capacity building/training of law enforcement personnel/prosecutors/judicial officers, improving cyber forensic facilities etc.

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