Government to e-commerce firms: Show shoppers order break-up

Platforms must also show individual consumer reviews and refrain from showing only the aggregation of reviews, the department said.

Published: 14th June 2022 07:40 AM  |   Last Updated: 14th June 2022 07:40 AM   |  A+A-

Image used for representational purpose only. (File Photo)

Image used for representational purpose only. (File Photo)

By Express News Service

NEW DELHI: The Department of Consumer Affairs (MCA) on Monday directed e-commerce food business operators (FBOs) to show consumers the breakup of charges included in the order amount such as delivery and packaging charges, taxes, surge pricing etc.

Platforms must also show individual consumer reviews and refrain from showing only the aggregation of reviews, the department said. During the last 12 months, over 3,631 grievances have been registered on the National Consumer Helpline (1915) for Swiggy and 2,828 have been registered for Zomato, it informed.

DoCA during a meeting chaired by Secretary, Department of Consumer Affairs, Rohit Kumar Singh with major e-commerce food business operators has also directed major FBOs to furnish the current framework as well as a proposal on improving the consumer grievance redressal mechanism within 15 days.

The National Restaurant Association of India (NRAI) had raised the issue of customer information not being shared by the FBOs with the restaurants, which impacts their ability to serve consumer needs better. Delivery charges are determined and levied by the latter. Further, a commission of around 20% is also charged by the online FBOs on each order, according to NRAI.

“The FBOs observed prices of food items are decided by the restaurants and they have a grievance redressal mechanism in place which does have a scope for improvement considering the number and nature of grievances registered by consumers,” MCA said,



Comments

Disclaimer : We respect your thoughts and views! But we need to be judicious while moderating your comments. All the comments will be moderated by the newindianexpress.com editorial. Abstain from posting comments that are obscene, defamatory or inflammatory, and do not indulge in personal attacks. Try to avoid outside hyperlinks inside the comment. Help us delete comments that do not follow these guidelines.

The views expressed in comments published on newindianexpress.com are those of the comment writers alone. They do not represent the views or opinions of newindianexpress.com or its staff, nor do they represent the views or opinions of The New Indian Express Group, or any entity of, or affiliated with, The New Indian Express Group. newindianexpress.com reserves the right to take any or all comments down at any time.

flipboard facebook twitter whatsapp