The Department of Consumer Affairs plan big celebrations for National Consumer Day 2024

 

 

As part of the National Consumers Day 2024 celebrations, the Department of Consumer Affairs will launch the 'Jago Grahak Jago App,' 'Jagriti App,' and 'Jagriti Dashboard.' As part of the government's broader strategy and ongoing efforts to strengthen consumer protection in the digital era and curb unfair practices in e-commerce and online services, the Central Consumer Protection Authority notified the Guidelines for Prevention and Regulation of Dark Patterns in 2023 and specified 13 dark patterns.

 

False urgency, Basket Sneaking, Confirm shaming, forced action, Subscription trap, Interface Interference, Bait and switch, Drip Pricing, Disguised Advertisements and Nagging, Trick Wording, Saas Billing and Rogue Malwares, are the 13 dark patterns specified by the department. Central Consumer Protection Authority (CCPA) had earlier issued notices to IndiGo Airlines and BookMyShow under Consumer Protection Act, 2019 for alleged Misleading Advertisement/Unfair Trade Practices in the form of deceptive design patterns/dark patterns.

It came to the notice of the CCPA that BookMyShow had allegedly imposed an extra charge on customers after the booking of confirmed tickets. Re. 1 per ticket was automatically added as a contribution towards ‘BookASmile’ in the form of a pre-tick without the consent of the consumer. This amounted to ‘Basket Sneaking’ as defined under the clause (2) of Annexure 1 of Guidelines for Prevention and Regulation of Dark Patterns, 2023. After CCPA’s intervention  BookMyShow addressed the issue of ‘Basket Sneaking’ by giving customers an option to choose whether or not they wish to contribute towards BookASmile.

Based on the grievances lodged at National Consumer Helpline, the Central Consumer Protection Authority issued notice to InterGlobe Aviation Limited (IndiGo Airline) for alleged unfair trade practices / dark pattern pertaining to ‘Confirm Shaming’ on Indigo Airlines App and Lack of Transparent Communication on Seat Assignment.

After the CCPA intervention, IndiGo Airline has resolved the issue by changing the wording to "No, I will not add to the trip", which ensures clarity and neutrality. The wordings used earlier were  “No I will take risk”, which amounted to ‘confirm shaming’ which is a Dark Pattern. In another issue, the Airline was directed to address the issue with the "Skip" button on the "Selection of Seat" page and to undertake a comprehensive re-examination and redesign of their web check-in page. Accordingly, the airline addressed the issue of 'Preferential Seating’ by modification of their website/app by providing a disclaimer on the left side of "skip button" where it is written that "You can skip preferred seat selection and complete your booking. IndiGO will auto-assign a seat prior to your travel”.

The Department of Consumer Affairs is now also equipped with means and resources to identify dark patterns on e-commerce platforms and is soon going to empower consumers with these tools. As part of the intensive research done by students, Prince Aman and Nameet Mishra, NCC LAB, Department of Electronics Engineering, IIT(BHU), three apps have been coded, namely; 'Jago Grahak Jago App,' 'Jagriti App,' and ‘Jagriti Dashboard’.  

The 'Jagriti App,' allows users to report URLs where they suspect the presence of one or more dark patterns declared illegal. These reports are then registered as complaints to the Central Consumer Protection Authority (CCPA) for possible redressal and subsequent action. Additionally, the CCPA is being strengthened with the ‘Jagriti Dashboard’ which is used to generate real-time reports on e-commerce URLs for the presence of the aforementioned dark patterns, enhancing the capability to monitor and regulate online consumer interactions effectively. This solution will aid the CCPA in identifying dark patterns, speeding up the resolution of consumer disputes and will go a long way in curbing practices that are detrimental to consumer interests.