MAM
22% of consumer complaints in India related to e-commerce sector
NEW DELHI: With the outbreak of the Covid2019 pandemic, e-commerce quickly became one of the most preferred modes of shopping in the country. A survey conducted by LocalCircles revealed that safety, competitive prices and ease of returns ranked as the top reasons for shoppers to trust in e-tailers. However, there are also frequent instances of buyers getting the shorter end of the stick. According to information shared by the Department of Consumer Affairs (DCA), 22 per cent of all complaints received from Indian consumers are related to e-commerce platforms.
During an interaction on the occasion of World Consumer Rights Day, DCA secretary Leena Nandan has informed that on an average, 70,000 complaints are registered with the National Consumer Helpline (NCH) every month. Out of this, 22 per cent grievances are related to the online retail sector.
“However, the majority of e-commerce companies are now coming around to maintain compliance with consumer rights, and therefore, provide accordingly redressal to the consumers," said Nandan.
Other sectors which constitute a big chunk of the number of grievances include banking (8.6 per cent) and telecom (7.7 per cent). The number of convergence companies on the NCH platform has increased from 403 in 2017-18 to 647 now, with 98.5 per cent grievance redressal in April-December 2020, Nandan said.
"Our motto is to increase consumer outreach, improve consumer grievance redressal and to take proactive initiatives for consumer protection to strengthen the consumer movement in India," she added.
Nandan further stated that various consumer outreach initiatives have been taken by the department, particularly for rural consumers. These initiatives have been deployed through panchayats, common service centers, Krishi Vigyan Kendra and post offices, among others.
Informing about the eDaakhil portal of the department, the secretary said that the government of India through the NIC has launched the portal, which simplifies the process of filing complaints for the consumers.
The consumers can now file online complaints from anywhere. So far, 17 states and the National Consumer Disputes Redressal Commission (NCDRC) have adopted the eDaakhil portal. As many as 13,944 users have registered on the portal so far.
Briefing the media about the actions taken by the Central Consumer Protection Authority (CCPA), Nandan said that 172 notices have been issued since October 2020, 37 for misleading advertisements and unfair trade practices and 135 for violation of declarations under packaged commodity rules.
She said after analysing the complaints, the CCPA has requested the Insurance Regulatory and Development Authority (IRDA) for early settlement of claims, besides asking the Telecom Regulatory Authority of India (TRA) to resolve issues related to portability, network, broad-band service etc. The CCPA has also asked the RBI to adhere to the timelines of settlement of claims.
Brands
Jubilant FoodWorks faces Rs 47.5 crore GST demand, plans appeal
Tax authorities flag alleged misclassification of restaurant services
MUMBAI:Â Jubilant FoodWorks Limited has landed in a tax tussle after receiving a GST demand of Rs 47.5 crore from the office of the additional commissioner of CGST and central excise in Thane, Maharashtra.
The order, issued under the provisions of the Central Goods and Services Tax Act, 2017, relates to an alleged incorrect classification of certain services under the category of restaurant services. According to the tax authorities, this classification resulted in a short payment of goods and services tax for the period between the financial years 2019-20 and 2021-22.
The demand includes Rs 47.5 crore in GST along with an equal amount as penalty, in addition to applicable interest. The order was received by the company on March 13, 2026.
In a regulatory filing to the BSE Limited and the National Stock Exchange of India Limited, the company said it disagrees with the order and believes its arguments were not adequately considered.
The company is preparing to challenge the decision and plans to file an appeal. It added that once the redressal process is complete, the demand is likely to be dropped.
Despite the sizeable figure attached to the notice, the company said it does not expect any material impact on its financials, operations or other activities.
The disclosure was signed by Suman Hegde, EVP and chief financial officer, who confirmed that the company received the order at 19:06 IST on March 13 and has already initiated steps to contest it.
The development places the quick service restaurant major in the middle of a tax debate that could hinge on how certain restaurant-linked services are classified under GST rules. For now, the company appears ready to take the matter from the tax office to the appeals desk.
