E-commerce consumer protection
Topic: Consumer Rights and Consumer Protection · NCERT: Class 10, Ch 5 "Consumer Rights"
Meaning
E-commerce consumer protection means that consumer law covers goods and services bought over the internet. Since the Consumer Protection Act 2019, an online buyer has the same rights as a buyer in a shop. The Consumer Protection (E-Commerce) Rules 2020 add specific duties:
- Marketplace platforms (which host other sellers) and inventory platforms (which sell their own stock) have separate duties.
- Every platform must appoint a grievance officer, who must acknowledge a complaint within 48 hours.
- Platforms must show the country of origin and the seller's details.
- Price manipulation and fake reviews are banned.
- A platform cannot charge a cancellation fee unless the seller also bears similar charges.
A complaint can also be filed online and heard by video conference.
Example
A buyer orders a phone from a marketplace app and receives a defective one. They can complain to the platform's grievance officer, who must acknowledge the complaint within 48 hours. If that fails, they can e-file a case with the consumer commission from home.