New Delhi: The Department of Consumer Affairs launched the framework for safeguarding and protecting consumer interest from fake and deceptive reviews in e-commerce here today. Rohit Kumar Singh, Secretary, Department of Consumer Affairs, along with senior officers of the department and Bureau of Indian Standards launched the framework titled Indian Standard 19000:2022 ‘Online Consumer Reviews — Principles and Requirements for their Collection, Moderation and Publication. The standards will be applicable to every online platform which publishes consumer reviews.
The standard will initially be voluntary for compliance by all e-commerce platforms. BIS will also develop a Conformity Assessment Scheme for the standard within 15 days to assess compliance.
The standard prescribes specific responsibilities for the review author and the review administrator. For review author, these include confirming acceptance of Terms and conditions, providing contact information and for review administrator these include safeguarding personal information and training of staff.
The standard also provides for methods for ‘Verification of Review Author’ through email address, identification by telephone call or SMS, confirming registration by clicking on a link, using captcha system etc. to check traceability and genuineness of the review author.
Taking cognizance of the impact of fake and deceptive reviews and protection of consumer interest in e-commerce, the Department of Consumer Affairs constituted a committee to develop framework on checking fake and deceptive reviews in e-commerce on 10th June, 2022. The committee included various stakeholders including e-commerce companies, industry associations, consumer organizations and law chairs.