According to the concerned authority, the government will create a beta version of an app and website to handle client complaints against various e-commerce sites.
One of the officials said that the government’s project Access to information program (a2i) created a digital system called Central Complaint Management System (CCMP) which will be operated by the Directorate of National Consumer Rights Protection (DNCRP). The Registrar of Joint Stock Companies and Firms and the e-Commerce Association of Bangladesh (e-CAB) will be part of the digital system to resolve client concerns. Issues that cannot be resolved quickly by the e-commerce platforms involved will be automatically forwarded to the concerned government regulatory authorities under this scheme.
Every e-commerce site will be featured with a client’s complaint link, and clients can easily click on it and write about his/her issues on it. But the fact is that customers can only register their complaints against listed e-commerce sites only. Apart from that, customers will also be able to check each company’s settlement rate and be better informed before purchasing if they have access to the appropriate data.
A beta demonstration of the software was recently held by Ekshop, the a2i, and the ICT Division’s integrated rural e-commerce platform. Shahabuddin Shipon, the e-CAB vice president, attended the demonstration of the app. In the exhibition, he stated that there is a plan to test the application for a few months. If the test is successful, the app and website will be fully functional. He also added, “Once a customer makes a complaint; the CCMP will send a notification to the company concerned. Both the company and the customer will get notifications about updates on the complaint. The company will be given seven to ten days to resolve it.”
Additionally, he stated that the platform would confirm this with the client if the business asserts that the issue has been taken care of. Once the client approves, the platform will mark the issue as resolved.