New rules against abusive sales by direct marketing companies


Once the new rule is applied, businesses will need to provide consumers with information related to the return, refund, exchange, warranty, delivery and shipping, payment methods, and settlement mechanism. grievances in order to make informed decisions. All products of the direct selling entity will also need to comply with declarations to be made under the Legal Metrology Act 2009.

The rule is that each direct selling entity establishes an adequate grievance mechanism and displays the current and updated name, contact details – including phone number, email address and designation of that agent on its website – and the details of its website should also be highlighted. printed on the product information sheet or brochure. The grievance officer must acknowledge receipt of any consumer complaint within 48 working hours of receipt of such complaint and normally remedy it within one month from the date of receipt of the complaint. If the grievance process takes longer than a month, the officer should advise the complainant of the reasons for the delay and the action taken regarding the complaint.

It should also provide correct and complete information at the pre-purchase stage to enable buyers to make informed purchasing decisions.


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