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Call for Inputs: feedback on the Indian Standard on Online Consumer Reviews
Call for Inputs: feedback on the Indian Standard on Online Consumer Reviews

May 30, 2024

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Background

In November 2022, the Department of Consumer Affairs, Ministry of Consumer Affairs, Food and Public Distribution (DoCA) launched a framework for safeguarding and protecting consumer interest from fake and deceptive reviews in e-commerce. This was along with the publication byBureau of Indian Standards (BIS) of the Indian standard based on the voluntary International Standard Organisation (ISO) standard 20488:2018, titled ‘Online Consumer Reviews — Principles and Requirements for their Collection, Moderation and Publication’ (the Standard). 

Meeting with DoCA and BIS

On May 15, 2024,  the Secretary, DoCA held a stakeholder consultation on protection of consumer interest from online fake reviews. The meeting discussed a draft Quality Control Order that seeks to mandate compliance with the Standard and prohibit organisations from (1) publishing online consumer reviews collected with a bias objective and prejudice, (2) editing reviews to alter their message, amd (3) preventing/discouraging consumers from submitting reviews. 

In the meeting, nasscom echoed DoCA's objective to curb manipulative and fake online consumer reviews, and highlighted concerns with the Standard becoming mandatory on account of it being too prescriptive. We suggested that changes should be considered to the Standard with the perspective of making it implementable with the least impact to the industry's ease of doing business. This was based on our submission to DoCA on the same topic in November 2022.  

Next Steps

We are seeking industry's feedback on the concerns with the Standard and what is needed to address the issue of fake and manipulated online reviews. If you are interested in enagaing with us on this topic, kindly write to policy@nasscom.in.


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Garima Prakash
Manager, Public Policy and Government Affairs

Reach out to me for all things policy about e-commerce, international trade, export controls, start-ups and fintech

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