The Department of Consumer Affairs has organized stakeholder consultations to protect the consumers from online fake reviews.
Department of Consumer Affairs indian standards (IS) 190:2022 – ‘Online user reviews – intends to direct the implementation of policies and requirements for their collection, moderation and publication
E-commerce-related consumer complaints in the NCH increased from 95,270 (22% of the total complaints) in 2018 to 4,44,034 in 2023 (43% of the total complaints).
The Department of Consumer Affairs held a shared consultation here today to protect the interest of consumers from online fake reviews. Secretary, Department of Consumer Affairs Smt. Nidhi Khare presided over the meeting.
The number of consumer complaints related to e-commerce registered with NCH has increased significantly. From 95,270 (22% of the total complaints) in 2018, the number of complaints increased to 4,44,034 in 2023 (43% of the total complaints).
Since e-commerce offers a virtual shopping experience where consumers cannot physically check out products, they rely heavily on reviews available on e-commerce platforms to gather understanding and experience from users who have already purchased goods or services. Online reviews provide social evidence to potential customers and give them confidence in buying a product or getting a service.
The presence of fake reviews online jeopardizes the credibility and credibility of shopping platforms and can force consumers to make wrong purchase decisions.
In November, 2022, the department launched the Indian Standards (IS) 19000:2022 ‘Online Consumer Reviews – Policies and Requirements for Their Collection, Restraint and Publication’. Integrity, accuracy, privacy, security, transparency, accessibility and accountability are the guiding principles of standards.
Standard review sets out specific responsibilities for the author and review administrator. By standards, organizations are required to identify the review author by specific prescribed procedures, and develop a written code of practice, which will communicate and make available to all management and staff, which outlines how to meet and maintain these documents and guiding principles.
The essential requirements provided under the draft Quality Control Order (QCO) include that the processes for collecting, moderating and publishing online consumer reviews shall be done in a manner ensuring that the reviews that are genuine get published.
The prohibitions under the proposed QCO include –
The organisation shall not publish consumer reviews online collected with a bias objective and prejudice.
The organisation shall not edit reviews to alter their message.
The organisation shall not prevent or discourage people from submitting negative reviews.
Organizations are required to implement an appropriate mechanism for collection, moderation and publication of online consumer reviews in compliance with the principles and requirements specified in Indian Standard IS 19000:2022.
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 imp.
Organisations need to implement an appropriate mechanism for online user review collection, moderation and publication as per the specific policies and requirements in the Indian Standard IS 190:2022.
The shareholders welcomed the discussion on moving towards the quality control order for IS 190:2022 and there was a general consensus among all stakeholders that the issue of fake reviews is important to protect the interests of consumers while shopping online and needs to be closely monitored. The draft quality control order will be put up for public consultation for submission of feedback within the stipulated time frame.
Prominent online platforms (such as Google, Meta, Amazon, Flipkart etc.), industry bodies, voluntary consumer associations including MGP and eminent consumer activist Pushpa Girimji and representatives of law writers and law bodies were present in the meeting. A presentation by the Department of Consumer Affairs, emphasizing on the growth of online SH.
