As per the media reports it has been learned from the information received from the Ministry of Consumer Affairs, Food & Public Distribution that on Wednesday the Department of Consumer Affairs held a stakeholder consultation on protection of consumer interest from online fake reviews. This meeting is chaired by Mrs. Nidhi Khare, Secretary; Department of Consumer Affairs. Representatives from major online platforms (such as Google, Meta, Amazon, Flipkart etc.), industry bodies, voluntary consumer associations including MGP and noted consumer activist Pushpa Girimji and law chairs and law firms were present during the meeting. A presentation by the Department of Consumer Affairs, emphasizing on growth in online shopping over the recent times and the rising number of consumer grievances registered in the e-commerce sector on the National Consumer Helpline (NCH) was also made during the meeting.
During the meeting, it sought to mandate the implementation of Indian Standard (IS) 19000:2022 – ‘Online Consumer Reviews — Principles and Requirements for their Collection, Moderation and Publication. Consumer complaints relating to e-commerce on NCH rose from 95,270 in 2018 (22 per cent of total grievances) to 4,44,034 in 2023 (43 per cent of total grievances).
As per the reports the discussion on moving towards a Quality Control Order for IS 19000:2022 was welcomed by stakeholders and there was a general consensus among all stakeholders that the issue of fake reviews is important to protect consumer interest while shopping online, and requires to be closely monitored. The Draft Quality Control Order will be placed for public consultation for submitting comments within a prescribed time frame.
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