Complaints related to e-commerce companies pertained to “unclear guidelines for quality check of the products, lack of standardisation of refund, delivery and exchange policy.
The Centre received the maximum complaints against e-commerce giants last year, prompting the Quality Council of India (QCI) to suggest that the government should “name and shame” such companies with total number of pending customer grievances.
This has been revealed in a study by QCI for the government on the nature of grievances received by the Centre — a report on which has been released by MoS for PMO Jitendra Singh. The study is aimed at analysing these grievances, identifying the root causes and suggesting systematic changes to the government to reduce complaints.
Complaints related to e-commerce companies pertained to “unclear guidelines for quality check of the products, lack of standardisation of refund, delivery and exchange policy, no regulation on pricing and discount and poor customer service”.
QCI said the root cause of such complaints was lack of a policy on e-commerce transactions and quality check of products and unclear policies of some e-commerce companies on return, exchange and delivery.
QCI suggested a drastic approach — “name and shame e-commerce companies on the basis of the total number of pending customer grievances” and integrate a real-time grievance forwarding mechanism between e-commerce companies and the government for an efficient redressal.