- Experts brainstormed on consumer rights, digital fraud and grievance redressal
As much as the digital market has made shopping and payments easier, it has also created new challenges for consumers such as fraud, data privacy and quick resolution of complaints. In this era, information on consumer rights and safe digital transactions have become not just a matter of awareness, but a prerequisite for consumer empowerment. In this changing scenario, the Madhya Pradesh State Consumer Disputes Redressal Commission held a comprehensive brainstorming session with experts on digital consumer rights, online fraud and effective grievance redressal in Bhopal on Monday.
The theme of the workshop organized at Kushabhau Thackeray International Auditorium was “Empowering the Digital Consumer: Rights, Redressal and Safe Transactions”. In this workshop, organized with the participation of Madhya Pradesh State Niti Aayog, judicial officers, administrative officers, advocates and cyber experts shared their thoughts on the emerging challenges faced by consumers in the digital market and their solutions.
- The picture of fraud is changing with the changing market
The workshop was inaugurated in the presence of Madhya Pradesh State Consumer Commission Chairperson Justice Smt. Sunita Yadav. On this occasion, the member of the commission Dr. Monika Malik, Registrar Mr. Shriman Shukla, Commissioner of Food, Civil Supplies and Consumer Protection Department Mr. Dinesh Jain and President of Consumer Bar Mr. Mohan Chowkse were present.
Mrs. Sunita Yadav said that mobile phones and e-commerce platforms have now become a part of people’s daily life. Digital media has made market access and transactions easier, but the methods of fraud and deception are also changing at the same pace. He said that the complaint redressal system should be made simple and accessible so that the consumer does not have to go through complex procedures to register a complaint. Along with strong laws, there is a need for conscious citizens who understand their rights and exercise caution in digital transactions. He also emphasized the need to involve law students and youth in consumer awareness dialogue. He said that citizen awareness has an equally important role to play in creating a safe and fair digital environment.
- With the digital facility came new responsibilities
Shri Sriman Shukla, Registrar of the Commission said that while technology and the rapidly changing nature of business have enhanced convenience for consumers, the nature of complaints related to e-commerce fraud, theft and misuse of personal information, online financial fraud and digital transactions is also changing. He said that monitoring, mediation and redressal of grievances should be made more effective through digital means.
- Digital system reaching 5.17 crore consumers
Commissioner of Food, Civil Supplies and Consumer Protection Department Mr. Dinesh Jain said that the department is directly connected to a large number of consumers and farmers through public distribution system and minimum support value based procurement. He said that about 5.17 crore consumers are connected to the public distribution system. He outlined the changes in transparency, accountability, timely payment and grievance redressal through digital systems.
- Concerns range from data security to fake reviews
Commission member Dr. Monika Malik said that with the rapid expansion of the digital market, the consumer protection system also needs to be continuously developed. He cited issues like delayed delivery, fake online reviews, deceptive entities, misuse of consumer data and privacy of personal information as major challenges.
- Discuss practical measures to prevent cyber fraud
In various sessions of the workshop, experts discussed topics like Consumer Protection Act, 2019, Consumer Rights in E-Commerce, Unfair Trade Practices, Product Liability, Digital Payment Fraud, Cyber Crime and Online Grievance Redressal. Superintendent of Police, Cyber State Cell Shri Pranay Nagvanshi gave a special address on the current situation and changing patterns of cyber crime.
Advocate Shri Yashvardhan Singh Raghuvanshi gave a presentation on “10 Things Every Consumer Should Know” and explained the important aspects related to consumer rights in a simple manner.
- Beyond convenience, there is a need for a reliable digital marketplace
The gist of the experts’ discussion in the workshop was that the objective of digital transformation should not only be to make transactions easier, but also to make the market more transparent, accountable and trustworthy for consumers. This requires availability of digital records, transparent information on complaint status, timely resolution and secure digital payment system along with alternative arrangements in case of network or authentication issues. Ms. Purnima Sharma, Administrative Officer, Madhya Pradesh State Niti Aayog expressed thanks.