E. Responsibilities of Direct Selling Member Entity or Direct seller for a member Entity towards Consumers
- That Direct Sellers and Direct Selling member Entity shall
take appropriate steps to ensure the protection of all private information provided by a consumer.
- That Direct Sellers and Direct Selling member Entity shall be guided by the provision of the Consumer Protection Act 1986/ Consumer Protection Act 2019 and its Rules and
Regulation.
- That All complaints received over phone, email, website, post and walk-in should have a complaint number for tracing and tracking the complaint and record time taken for redressal.
- That Every Direct Selling member entity shall constitute a Grievance Redressal Committee (GRC) whose composition, nature of responsibilities shall include but not limited to:
• The Grievance Redressal Committee shall consist of
at least three officers of the Direct Selling entity.
• The Grievance Redressal Committee shall address complaints and inform complainants of any action taken.
• Complaints may be made by any member of the general public against a Direct Seller of the entity, an employee or any other officer of the entity.
• All such grievances will be resolved directly by the Direct Selling member Entity.
- That Member entities shall establish, publicize and implement complaint handling procedures to ensure prompt resolution of all complaints.
- That in the event any consumer shall complain that the independent salesperson offering for sale the products or services of a member entity has engaged in any improper course of conduct pertaining to the sales presentation of its goods or services, the member entity shall promptly investigate the complaint and shall take such steps as it may find appropriate and necessary under the circumstances to cause the redress of any wrongs that its investigation discloses to have been committed.
- The direct selling member entity shall provide information
to the consumer upon purchase which shall contain:-
• the name of the purchaser and seller
• the delivery date of goods or services
• procedures for returning the goods; and
• warranty of the goods and exchange / replacement of goods in case of defect.
Provided that no Direct Seller shall, in pursuance of a
sale, make any claim that is not consistent with claims authorized by the Direct Selling member Entity.
- That Any person who sells or offers for sale, including on
an e-commerce platform / marketplace, any product or service of a Direct Selling member Entity must have prior written consent from the respective Direct Selling member Entity in order to undertake or solicit such sale or offer.
- That the Direct selling member entity and Direct seller shall clearly discloses to consumer/Direct seller to purchase that the products are seasonal, discontinued, or special promotion products and are not subject to the repurchase obligation.
