government interfere in redressal of consumer complaints with e-tailers!
TRANSCRIPT
Government interfere in redressal of consumer
complaints with e-Tailers!
The Current Perception The word “interfere” normally is being perceived with a negative
connotation to it.
So one would be tempted to say that governments should not interfere in any matter of the people, and just go about setting norms for good governance.
The governments that aid in the better functioning of society without interfering with its smooth functioning, are the best models of governments.
IT Update18th May 2016
The Changing Times Diwali 2016 is already looking like a
cracker of a Diwali for the e-tailers, going by the opening bookings in some of the “Diwali sale” announcements by the top e-tailers of the country.
What’s even more heartening for them is that most of the new customers are from B and C class towns.
IT Update18th May 2016
The Changing Times With the increase in the internet and smartphone connections, this
is going to be the trend for quite some time into the future.
As per estimates, e-commerce in India has grown at a scorching pace – from 2.3 billion US$ in 2012 to 17.5 billion US$ in 2015.
IT Update18th May 2016
The Changing Times In terms of share of the total retail pie, it has managed to increase its
% share from 0.9% to 1.4 %.
If we look at Asia Pacific as a region, with 35% share of the global e-commerce market in 2015, it is becoming the leader at the global level. Within the Asia-Pacific region, with a 57% CAGR between 2012-16 India is the fastest growing market.
IT Update18th May 2016
With that being said, let’s flip to the other side of the coin now. Between the months of March, April and May of 2016, the National Consumer Helpline reports, that e-commerce was one of the sectors with maximum consumer complaints.
With such high growth in the number of transactions, this should not come as a surprise to anyone. At the same time, this is an area which cannot be left unattended to, as it is not only against consumer interest but can also be damaging for the industry in the long run.
Increase in Consumer Complaints
IT Update18th May 2016
This is also why it has attracted the attention of the government departments, and in a meeting of the e-tailers, key product manufacturers with the consumer affairs department, clear directives were outlined.
The directives impressed upon the e-commerce companies to clearly define their policies with regards to return of goods, refund mechanism, grievance redressal and also ensure an escalation matrix.
These measures are aimed at giving a voice to the consumers who have been aggrieved or defrauded in one way or another, and are a precursor to the enactment of policies that would govern the e-commerce industry.
Increase in Consumer Complaints
IT Update18th May 2016
By the looks of it, the more the e-commerce industry continues to grow, there would be a matching growth in the number of consumer complaints in absolute terms, even if lower in percentage with better efficiencies from the e-tailers.
The Future Ahead
IT Update18th May 2016
This will call for proper rules and regulations that will ensure that the interest of the consumer is safeguarded. Who better than the government, then, to guide the sector in the framing of fair and just policies and procedures which will have an inbuilt safeguard, both for the sector, as well as the consumer?
Need for Regulations
IT Update18th May 2016
Any other body could lean either way and cause discontent. The Union Minister of Food and his department have been active in this regards and have been directing officials to get going with their plan for setting up more number of lines on the consumer helpline for complaint redressal, and also look for options to take these lines regional-one each for north, south, east and west of India.
This is one time that the government is the dialling the right number for sure!
The Role of Government
InstaRemedy –At your Service Always
Zindagi Banaaye Aasaan!
To help troubled consumer at their time of need is InstaRemedy – “An e-Commerce platform facilitating consumer grievance resolutions”.
InstaRemedy aims to facilitate resolution of consumer grievances that remain unanswered, unattended thereby building up a better bond between customers and brands.
If you have any Complaints against any brand then you can contact us through• Website : www.instaremedy.com• Call : 022-39966111• Email : [email protected]
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