Shillong, Oct 1: The East Jaintia Hills Deputy Commissioner has warned all courier agencies, logistics providers, e-commerce firms and their delivery personnel against demanding extra money from consumers at the time of delivery and directed strict compliance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.
The warning comes after complaints that delivery staff were collecting additional amounts even when delivery charges were already paid or orders had free delivery. In some cases, consumers were allegedly asked to pay directly to delivery boys without any receipt.
The DC has made it clear that no extra amount shall be collected unless it is authorised by the company and clearly disclosed at the time of ordering, as mandated under the Act and Rules.
Any legitimate charge must be supported by a proper receipt through the company’s authorised system.
Delivery personnel have been warned not to compel, pressure, intimidate or harass consumers for payment not part of the order value. Agencies have been directed to sensitise their staff on the provisions of the Act and Rules and ensure no unauthorised collection in the name of the company.
Consumers must not face delay, withholding or cancellation of delivery for refusing to pay illegal charges or for complaining. Agencies have been asked to verify complaints internally and take corrective action where unauthorised collection is found.
Consumers have been advised to keep order details, payment proof and delivery messages as evidence and report such demands to the company and consumer grievance authority.
