https://indianmasterminds.com

ADVERTISEMENT
ADVERTISEMENT

Union Secretary of Consumer Affairs Holds Meeting with Stakeholders on Combating Fake Online Reviews

The credibility of shopping platforms is severely compromised by the prevalence of fake reviews, leading consumers to make misguided purchasing decisions
Indian Masterminds Stories

The Department of Consumer Affairs hosted a stakeholder consultation on safeguarding consumer interests from fraudulent online reviews. The meeting was chaired by Mrs. Nidhi Khare, Secretary of the Department of Consumer Affairs.

There has been a significant increase in consumer complaints related to e-commerce, as reported by the National Consumer Helpline (NCH). Complaints have surged from 95,270 in 2018, accounting for 22% of all grievances, to 444,034 in 2023, which now represent 43% of the total.

In the realm of e-commerce, consumers rely heavily on online reviews for insights, since they cannot physically examine products. These reviews, which act as social proof, play a crucial role in building confidence among potential buyers about the products or services they consider purchasing.

However, the credibility of shopping platforms is severely compromised by the prevalence of fake reviews, leading consumers to make misguided purchasing decisions.

In response to these challenges, the Department introduced the Indian Standard (IS) 19000:2022 in November 2022, titled ‘Online Consumer Reviews — Principles and Requirements for their Collection, Moderation, and Publication.’ This standard emphasizes principles such as integrity, accuracy, privacy, security, transparency, accessibility, and responsiveness.

According to the standard, specific duties are assigned to both the author and the administrator of reviews. It requires organizations to verify the identity of review authors through designated methods and to develop a written code of practice. This code, which must be communicated to and accessible by all management and staff, outlines the procedures for adhering to and upholding the document and its 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 important to protect consumer interest while shopping online, and requires to be closely monitored. The Draft Quality Control Order will be placed for public consultation for submitting comments within a prescribed time frame.

Representatives from major online platforms (such as Google, Meta, Amazon, Flipkart etc.), industry bodies, voluntary consumer associations including MGP and noted consumer activist Pushpa Girimji and law chairs and law firms were present during the meeting. A presentation by the Department of Consumer Affairs, emphasizing on growth in online shopping over the recent times and the rising number of consumer grievances registered in the e-commerce sector on the National Consumer Helpline (NCH) was also made during the meeting.


Indian Masterminds Stories
ADVERTISEMENT
ADVERTISEMENT
Related Stories
ADVERTISEMENT
ADVERTISEMENT
NEWS
MOU_Signed_ECIL_DVC_implementation_of_Technological_Solutions
ECIL and DVC Sign MoU to Strengthen Security Infrastructure and Digital Solutions in Power Sector
rbi__launches_new_digital_payment_gff_2025
RBI Unveils Digital Payment Innovations for Joint Accounts, Wearable Transactions at Global Fintech Fest 2025
DMRC MD Vikas Kumar honoured by Army Chief
Delhi Metro MD Vikas Kumar Receives Special Appreciation from Indian Army Chief for Exceptional Support
amneet-p-kumar-y-puran-kumar
Who Is IAS Officer Amneet P. Kumar? Wife of Senior Haryana IPS Officer Y. Puran Kumar Who Died by Suicide
Y-Puran-Kumar
IPS Suicide Scandal: New Twist as Conflicting Dates, Missing Laptop, and MLA Interference Emerges in ADGP Y Puran Kumar Case
IGL Award
Indraprastha Gas Limited Wins 4 PNGRB Excellence Awards 2025 for Best City Gas Distribution in Delhi
LBSNAA NAKSHA
National Workshop at LBSNAA Trains District Magistrates and Collectors to Modernize Urban Land Governance with NAKSHA
Rail-Based Bulk Cement transport
CONCOR Launches India’s First Rail-Based Bulk Cement Transport, Pioneering Sustainable Logistics and Green Freight Solutions
ADVERTISEMENT
ADVERTISEMENT
Videos
IDES Saquib Alam
UPSC Strategy & Mindset Tips from IDES Officer Saquib Alam | Video Interview 
Dr G K Goswami IPS
Everything you ever wanted to know about e-murder, e-dacoity and data safety
IFS Ravikant Meena UPSC IFS
Ravikant Meena on IFS Preparation, Optionals, and Life in Forest Service
ADVERTISEMENT
UPSC Stories
Jitendra Baghel MPPSC
7 Years, 4 Interviews, Now Dy.SP: How Jitendra Baghel Cracked MPPSC Through Relentless Struggle
Jitendra Baghel’s inspiring journey from a humble farming background to MPPSC Dy.SP showcases relentless...
IDES Saquib Alam
UPSC Strategy & Mindset Tips from IDES Officer Saquib Alam | Video Interview 
Discover how IDES officer Saquib Alam left his corporate job at Mahindra, overcame six UPSC attempts,...
Utkarsh Ujjwal IAS
IAS Utkarsh Ujjwal Shares Key Advice for UPSC Aspirants: Work Ethic, Failure, and Focus
Read the inspiring journey of IAS Utkarsh Ujjwal, 2023 batch, Gujarat cadre. From IIT Guwahati to clearing...
Social Media
World Rhino Day India
On World Rhino Day, IFS Officer Parveen Kaswan Shares Rare Insights - India Now Hosts 80% of the World’s One-Horned Rhinos
September 22 Marks Global Call for Rhino Conservation; India Holds 80% of World’s Greater One-Horned...
Parag Madhukar Dhakate
Relentless Rains Wreak Havoc in Dehradun: IFS officer PM Dhakate Warns Citizens Amid Flash Floods
Cloudbursts in Dehradun triggered flash floods. IFS officer Dr. PM Dhakate warned citizens to stay indoors...
Forest Guard Tiger Encounter
Tigers Clash in the Wild as Forest Guards Capture Rare Footage , Retired IFS Mohan Pargaien Posts Viral Video
Retired IFS officer Mohan Pargaien shares viral video of three tigers brawling in Ramnagar, as forest...
ADVERTISEMENT
ADVERTISEMENT
ADVERTISEMENT
Latest
MOU_Signed_ECIL_DVC_implementation_of_Technological_Solutions
ECIL and DVC Sign MoU to Strengthen Security Infrastructure and Digital Solutions in Power Sector
rbi__launches_new_digital_payment_gff_2025
RBI Unveils Digital Payment Innovations for Joint Accounts, Wearable Transactions at Global Fintech Fest 2025
ADVERTISEMENT
ADVERTISEMENT
ADVERTISEMENT
ADVERTISEMENT
ADVERTISEMENT
ADVERTISEMENT
ADVERTISEMENT
Videos
IDES Saquib Alam
Dr G K Goswami IPS
IFS Ravikant Meena UPSC IFS
ADVERTISEMENT
ADVERTISEMENT