Now, most e-commerce firms quickly resolve consumer woes: Data

NEW DELHI: As more and more people opt for purchases online and complaints against services also see a steady increase, these e-commerce firms too are responding faster to complaints. According to latest government data, in 77% cases, e-commerce companies responded to complaints and most of them resolved grievances of their customers when grievances were referred to them.

Data on consumer complaints received by National Consumer Helpline show 17% of grievances are against e-commerce companies followed by 12% against telecom firms, consumer affairs minister Ram Vilas Paswan said.

The response of e-commerce companies has seen to have improved significantly in the past few months. Reviewing the working of the helpline, Paswan directed officials to commend companies that are quick to respond and resolve complaints.

It may be recalled that Prime Minister Narendra Modi had directed the consumer affairs ministry to focus on resolving the complaints relating to e-commerce companies, following which the government had roped in the companies for quick resolution of grievances. “We have all the major e-commerce firms in our convergence platform, which have more than 90% share of this sector. We are working to bring the rest on board so that people’s grievances are addressed quickly ,” said Suresh Mishra of Indian Institute of Public Administration, which runs the helpline.

Incidentally , more than three-fourths of the complaints are registered through the toll-free number.Mishra said in July, the helpline received maximum number of complaints following the GST roll out.”Out of 44,000 complaints received, about 4,000 complaints were from traders and consumers primarily relating to maximum retail price,” Paswan said.

At present, nearly 50% complaints come from Uttar Pradesh, Maharashtra, Delhi, Rajasthan and Bihar since the national helpline registers grievances in English and Hindi. The consumer affairs ministry will start six more helplines in six different regions by October end and people will have more options to lodge their complaints in local languages.

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