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E-com companies continue to be on radar of consumer affairs department
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IANS | 20 Jun, 2022
Almost 38-40 per cent complaints to the National Consumer Helpline
(1519) were against the e-commerce companies last month, a top
government official said on Monday.
"A powerful person
in Delhi called me and said, I had ordered two chairs from Amazon and
only one has been delivered. I have been complaining for three days but
nobody is giving me a hearing," Rohit Kumar Singh, Secretary, Ministry
of Consumer Affairs, told a gathering to discuss such issues here.
Even
when it is only about 8-9 per cent of India's total trade, e-commerce
companies are gaining prominence every passing day, he said, however,
"Last month, almost 38-40 per cent complaints on the National Consumer
Helpline (1519) were against the e-commerce companies."
E-commerce
is a faceless transaction as against the traditional business in which
goods were purchased from the neighbourhood shops and such things as
ordering two and getting delivery of only one chair would never happen
with the traditional shopkeepers, he pointed out.
Stating that
all commerce is being consolidated into chosen few big players. For
example, e-commerce has two-three big names, taxi aggregators have
two-three, food & beverage operators sector has two big players and
if we look at telecom operators, there are just 3-4 big players, the
Secretary said adding, "as this consolidation happens, these entities
become more and more powerful and the power balance with the consumer is
into limbo. It becomes imperative (for us) to stand strong with the
consumer and the Consumer Disputes Redressal Commissions - national,
states and district levels - should ensure that the consumer does not
lose his right."
Earlier, the Consumer Affairs Department had
already issued notices to Ola/Uber taxi services and also to several
restaurants in connection with service charges.
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