Illustrative image (Photo congthuong.vn) The move follows the increasing number of consumer complaints when purchasinggoods on exchanges, e-commerce websites, and social networks.
The MoIT’s 2022 report showed that feedback and complaints in e-commerce rankedsecond out of 22 groups of goods and services classified by the Consulting CallCentre and Consumer Support System. Notably, the number of feedback andcomplaints in the e-commerce field in 2022 accounted for about 15% of the totalfeedback and complaints.
Consumer complaints are mainly related to delayed delivery, delivery ofincorrect quantity and quality; goods are damaged or broken due to storage andtransportation; e-commerce platform does not support or is slow to refundcancelled orders; shops on the floor block communication and are notresponsible for compensating orders for consumers.
Phan The Thang, head of the Consumer Protection Department under the ministry’sNational Competition Commission, said that along with development, thee-commerce environment has many potential problems and risks for consumers.Among them, the problem of counterfeit goods, goods of unknown origin andintellectual property violations is prominent.
Many groups and individuals took advantage of e-commerce to provide poorquality goods, counterfeit goods, goods with unknown origin, and goods notconsistent with the images advertised on e-commerce, social networkingplatforms and electronic information sites. In addition, the situation oftaking advantage of e-commerce, online platforms, and digital platforms,especially through social networks to defraud and appropriate assets ofconsumers is also a pressing issue in society and a "headache" forrelevant regulatory agencies, according to Thang.
A representative of the MoIT’s Department of E-Commerce and Digital Economysaid that recently there has been a situation of fraudulent appropriation ofassets through the form of recruiting sales collaborators and placing onlineorders on e-commerce platforms to receive commissions.
According to the Department of E-Commerce and Digital Economy, along with theinspection and examination activities, the Code of Responsible Business forConsumers in E-commerce issued by the National Competition Commission will helpe-commerce platforms self-assess their compliance with e-commerce laws and protectconsumer rights. From there, it will help improve the protection of consumerrights and promote sustainable and effective e-commerce business.
Furthermore, this will also help consumers evaluate and choose e-commerceplatforms, websites or suppliers of goods and services more fully and feelsecure when shopping. This contributes to building an online business culturalfoundation, thereby bringing better value to the community and society.
Thang said that protecting consumer rights in the online environmentwas becoming a hot issue for society in general and state management agencies,businesses and consumers in particular. Therefore, the National CompetitionCommission and relevant agencies will continue to review and proposeimprovements to relevant policies and regulations, following the requirementsof integration and digital transformation.
At the same time, it is also necessary to develop and completeregulations guiding the implementation of the Law on Consumer RightsProtection, focusing on regulations on protecting consumer rights in the onlineenvironment. In addition, the MoIT will organise activities to improveknowledge and skills in consumption for consumers in e-commerce such as warningand guiding consumers to prevent and avoid fraud on e-commerce in cyberspace./.
VNA
