New Delhi: People would now be able to file complaint against e-commerce companies on Twitter. This was indicated by commerce and industry minister Nirmala Sitharaman.
She said on Wednesday that a grievance redressal mechanism is being set up.
Sitharaman said on the lines of the ‘twitter seva’ of this ministry, “there is now going to be grievance redressal akin to the (hashtag) ‘#mociseva’ which will have the consumer affairs people on board”.
The minister said people can raise their issues on this and the ministry’s team along with the officials of the consumer affairs would respond to those complaints.
The DIPP would train the staff of the consumer affairs on handling such grievances. E-commerce would also nominate a officer who would respond to such grievances.
She added the grievance redressal will temporarily be part of ‘#mociseva’ and after that the consumer affairs officials will go back and start operating themselves.
“The consumer affairs ministry should actually be attending to such grievances coming on the issue of e-commerce because its a commercial transaction between a consumer and a company,” she said.
Earlier this month, telecom minister Manoj Sinha had also launched Twitter seva for redressal of grievances of the citizens in the telecom and postal sectors.
People having any complaints can tweet to twitter handle of the minister @manojsinhabjp.
Complaints received against any telecom operator and Department of Post (DOP) on the Twitter handle is communicated to the concerned telecom operator and DOP immediately for quick resolution and better service.
Meanwhile about complaint by retailers that e-commerce companies operating on marketplace model, were still offering discounts against FDI rules, Sitharaman said that a meeting was convened by DIPP secretary Ramesh Abhishek.
“Some companies responded that they are not giving those discounts. We are still a marketplace model, the companies (vendors) whose products are coming on their (platform) are giving that and it is not violative of the policy,” she said.
In March, the government had allowed 100 per cent FDI through automatic route in the marketplace format of e-commerce retailing. The guidelines stated that such entities will not directly or indirectly influence the sale price of goods and services and shall maintain level playing field.
