HomeTrending NewsBIS launched the framework titled Indian Standard (IS) “Online Consumer Reviews”

BIS launched the framework titled Indian Standard (IS) “Online Consumer Reviews”

The Ministry of Consumer Affairs here today launched a framework to protect and safeguard the interests of consumers against fake and fraudulent reviews in e-commerce. Shri Rohit Kumar Singh, Secretary, Department of Consumer Affairs, along with senior officers of the Department and Bureau of Indian Standards (BIS) launched the framework titled Indian Standard (IS) 19000:2022 “Online Consumer Reviews — Principles and Requirements for their Collection. , Moderation and Publishing. These standards will apply to any online platform that publishes consumer reviews.

The standard will initially be voluntary for all e-commerce platforms to comply with. BIS will also develop a conformity assessment scheme for the standard so that conformity can be assessed. The main principles of the standard are integrity, accuracy, privacy, security, transparency, availability and responsiveness. The standard prescribes specific responsibilities for the author of the review and the administrator of the review. For the author of the review, this includes confirming acceptance of the terms, providing contact information, and for the administrator of the review, this includes securing personal data and training staff.

Once it becomes mandatory, violations of the standards by any entity may be considered an unfair business practice or a violation of consumer rights, and the consumer may file such complaints with the National Consumer Helpline, Consumer Commissions, or the CCPA. The standard sets out the organization’s responsibilities including the development of a code of practice and the necessary provisions for conditions such as availability, criteria and ensuring that content does not contain financial information, etc.

The standard further establishes methods of verifying the author of the review through an e-mail address, identification by phone call or SMS, confirmation of registration by clicking on a link, using the captcha system, etc. to check the traceability and authenticity of the author of the review.In terms of moderation, the standard provides both automatic and manual moderation and provides checks to analyze review content. Regarding publication, the standard includes considerations for the review administrator during the publication process and after the publication process. Review accuracy, default display, and rating weight are defined in the publication process.

The standard is expected to benefit all stakeholders in the e-commerce ecosystem, i.e. consumers, e-commerce platforms, sellers, etc. It will help consumers gain confidence in purchasing goods online and help them make better purchasing decisions. In the past few years, there has been a steady increase in e-commerce transactions across the country. Reviews posted online play a significant role in purchasing decisions, and consumers rely heavily on reviews posted on e-commerce platforms to see the opinions and experiences of users who have already purchased a product or service.

Since e-commerce involves virtual shopping without any opportunity to physically see or view the product, it is imperative that the reviews are genuine, authentic and trustworthy. Considering the impact of fake and misleading reviews and protecting the interests of consumers in e-commerce, the Ministry of Consumer Affairs on June 10, 2022 established a committee to establish a framework to control fake and misleading reviews in e-commerce. various stakeholders including e-commerce companies, industry associations, consumer organizations and legal chairs.

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