The Ministry of Consumer Affairs, Food & Public Distribution on 13th June 2022, has directed major e-commerce food business operators (FBOs) to furnish the current framework as well as a proposal on improving the consumer grievance redressal mechanism within 15 days.
The National Restaurant Association of India (NRAI) raised the issue of customer information not being shared by the e-commerce FBOs with the restaurants which impacts their ability to serve the consumer needs better. Further, delivery charges are determined and levied by the latter. Further, a commission of around 20% is also charged by the online FBOs on each order.
The department of consumer affairs directed the E-commerce FBOs to transparently show consumers the breakup of all charges included in the order amount such as delivery charges, packaging charges, taxes, surge pricing etc.
Further the Platforms must also show individual consumer reviews transparently and refrain from showing only the aggregation of reviews. It was emphasized that the right of choice for a consumer should be respected and the e-commerce FBOs were advised to allow consumers the choice to share their contact information with the restaurants if the consumers want so.
