E-commerce Sector Consumer Complaints Record 300% Spike in Last 5 years

E-commerce Sector Consumer Complaints

In the recent few years, there has been an increase in consumer complaints regarding the e-commerce industry. Over the last five years, there has been a considerable increase in complaints overall of over 300%.

The National Consumer Helpline received 59,402 complaints overall in 2017–18, according to the most recent data released by the Department of Consumer Affairs. This number rose to 1,57,574 in 2020–21 and 1,83,851 in 2021–22.

Following Uttar Pradesh at the top of the list of states with a maximum of 25,484 complaints in the e-commerce sector in 2021–2022 were Rajasthan at 15,620 and Maharashtra at 18,799, according to a close examination of the data.

Let’s Dive into the E-commerce Sector Consumer Complaints:

Data on e-commerce-related complaints were analysed, and it emerged that only five states i.e Uttar Pradesh, Maharashtra, Delhi, Rajasthan and Bihar. accounted for approximately 50% of the complaints. 

Well over past several years, the e-commerce sector has developed, established a presence in the Indian market, and gained substantial momentum. The Indian e-commerce sector is predicted to increase from $46.2 billion in 2020 to $111.40 billion by 2025 and then reach a value of $200 billion by 2026, according to a report by the Indian Brand Equity Foundation (IBEF) that was published in November 2021.

The Consumer Protection (E-commerce) Rules, 2020, which were announced in accordance with the terms of the Consumer Protection Act, 2019, are intended to address consumer-related issues and safeguard customers from unfair business practices.

They mandate that every e-commerce company create a procedure for handling customer complaints, appoint a grievance officer, and post the name, contact information, and designation of the official on their site.

Any consumer complaint must be acknowledged by the grievance officer within 48 hours of receipt, and it must be resolved within one month of that date.

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