(a) whether many people are opting for online service these days due to COVID-19 and if so, the details thereof;
(b) whether any provisions have been made regarding the complaints and assistance relating to such online services;
(c) if so, the issues that have been incorporated under these provisions; and
(d) the time limit fixed for its monitoring and disposal?
THE MINISTER OF STATE
CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION
(SHRI ASHWINI KUMAR CHOUBEY)
(a) to (d) : The Consumer Protection (e-Commerce) Rules, 2020 have been notified under the Consumer Protection Act, 2019, for prevention of unfair trade practices in e-commerce. As per the said rules, every e-commerce entity shall establish an adequate grievance redressal mechanism, appoint a grievance officer for consumer grievance redressal, and shall display the name, contact details, and designation of such officer on its platform. Every e-commerce entity shall ensure that the grievance officer acknowledges the receipt of any consumer complaint within forty-eight hours and redresses the complaint within one month from the date of receipt of the complaint.
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