Commerce Ministry, NITI Aayog Working On Draft For ONDC's Third Party Online Dispute Redressal

The Ministry of Commerce and NITI Aayog are working on a draft for online dispute redressal mechanism for the government's Online Network for Digital Commerce, according to two government officials, who did not want to be named as the matter is not public yet.

The draft should be ready for feedback by September-end, said one of the officials.

"NITI Aayog had written to Ministry of Commerce on hiring third party firms for dispute redressal," the official said. "The proposal also mentions creating an online platform for handling customer complaints."

The ODR platform will be part of a three-step process.

"In case of a discrepancy, the consumer can raise a complaint in the ONDC platform," said the same official. "If the dispute is not settled, they can then move on to register their complaint on the ODR platform. The third step is approaching a consumer court."

Emailed queries to Ministry of Commerce remained unanswered.

ONDC is an initiative aimed at promoting open networks for all aspects of exchange of goods and services over digital or electronic networks, according to a statement by Ministry of Commerce released last month.

A total of seven companies—one buyer side app, five seller side apps, and one logistics service provider app—have adopted its protocols and have built ONDC compatible apps.

This open network, currently in its pilot phase, has been launched in grocery, food and beverages segments in Bengaluru, New Delhi, Bhopal, Shillong and Coimbatore.

ONDC will also introduce new features in its return policy.

"Every item that will be listed will have three categories—full returns, limited returns, and no returns," said the second government official. "This will automatically bring down complaints, given the seller would have already provided information on return policy on each item."

At the meeting of the ONDC advisory council in New Delhi, last month, it was decided that along with Nabard, programme will be made to bring agriculture sector to ONDC

Last month, the ONDC Advisory Council at a meeting chaired by Commerce Minister Piyush Goyal decided they will work on a program along with Nabard to bring agriculture sector to ONDC.