Government sets new standards to tackle fake reviews, safeguard e-commerce credibility
This follows a surge in consumer complaints on the National Consumer Helpline (NCH) about e-commerce platforms.
The Indian government is taking decisive action to combat fake reviews on e-commerce platforms, responding to a rising number of complaints from online shoppers about deceptive product ratings and reviews.
Consumer Affairs Secretary Nidhi Khare emphasized the importance of addressing this issue, stating, “Fake reviews online can trick people into making bad purchases. This hurts both the customer and the reputation of e-commerce platforms.”
Combatting Fake Reviews: India Introduces New Standards for E-commerce Platforms
To tackle this problem, the government will enforce a new Indian Standard code (IS 19000:2022), which outlines specific guidelines for reviewers and e-com platforms. Key points include:
Identifying Reviewers: E-commerce platforms must verify the identities of reviewers to ensure that ratings reflect genuine customer experiences.
Platform Responsibilities: E-commerce companies are required to develop clear policies regarding reviews, making these policies easily accessible to both consumers and staff.
Focus on Authenticity: The new standard emphasizes the importance of publishing authentic reviews. Platforms must establish processes to identify and remove fake reviews.
India’s e-commerce sector is projected to reach $299 billion by 2029, highlighting the need for robust consumer protection measures. Fake reviews can undermine consumer trust and lead to poor purchasing decisions.
Fake reviews are a global issue in online markets. Companies like Amazon have acknowledged the problem and use automated and manual methods to detect and remove fake reviews. Despite these efforts, the practice remains widespread, influencing consumer choices.
The Indian Consumer Affairs Ministry has identified the hotel, travel, food, and beverage industries as particularly vulnerable to fake reviews. These sectors heavily rely on online reviews to attract customers, making the verification of review authenticity crucial.
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