The Department of Consumer Affairs will launch three digital tools — ‘Jago Grahak Jago App,’ ‘Jagriti App,’ and ‘Jagriti Dashboard’ — on National Consumers Day, December 24, 2024. These tools aim to curb dark patterns in e-commerce, protect consumer rights, and improve transparency in online platforms.
This initiative is part of the government’s broader strategy to strengthen consumer protection in the digital marketplace. It follows the Guidelines for Prevention and Regulation of Dark Patterns (2023) issued by the Central Consumer Protection Authority (CCPA). These guidelines outline 13 dark patterns, including False Urgency, Basket Sneaking, Subscription Trap, and Confirm Shaming, among others.
Addressing Dark Patterns: Case Studies
The CCPA has actively addressed cases of unfair trade practices and deceptive design patterns in recent months.
BookMyShow Case: The platform was found adding a Re.1 contribution towards ‘BookASmile’ without consumer consent — a practice identified as ‘Basket Sneaking’. After CCPA intervention, BookMyShow modified its process, allowing customers to opt-in voluntarily for contributions.
IndiGo Airlines Case: The airline was flagged for ‘Confirm Shaming’ due to the wording on its app’s seat selection page. The phrase “No, I will take risk” was deemed coercive. Following CCPA’s directive, IndiGo revised the phrase to “No, I will not add to the trip.”
Additionally, the ‘Skip’ button on the seat selection page lacked transparency. IndiGo addressed this by including a disclaimer, clarifying that passengers could skip seat selection without consequences.
These interventions demonstrate CCPA’s proactive stance on enforcing fair trade practices in the digital domain.
AI and Student Innovation Behind the Tools
The launch of these tools is supported by extensive research conducted by students — Prince Aman and Nameet Mishra — from NCC LAB, Department of Electronics Engineering, IIT (BHU). These tools run on the Airawat AI Supercomputer under the National Supercomputing Mission for AI and Data Analytics.
- ‘Jago Grahak Jago App’: This app provides consumers with real-time alerts about potentially unsafe URLs during their online activities.
- ‘Jagriti App’: Consumers can report suspicious URLs believed to contain dark patterns directly to the CCPA. These reports are logged as formal complaints for redressal.
- ‘Jagriti Dashboard’: This system generates real-time reports on e-commerce URLs, enabling CCPA to monitor and regulate online activities effectively.
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Government’s Efforts to Educate and Empower Consumers
The Department of Consumer Affairs aims to:
- Create a transparent digital marketplace: Ensure consumers can make informed decisions without manipulation.
- Educate consumers about their rights: Raise awareness about deceptive practices like Subscription Traps and Drip Pricing.
- Encourage ethical design practices: Promote transparency among e-commerce platforms.
Additionally, the National Consumer Helpline (NCH) team has been trained to handle grievances related to dark patterns more effectively. Social media campaigns, informative videos, and digital outreach programs are being used to raise awareness.
Looking Ahead
The launch of these tools marks a significant step toward strengthening consumer protection in India’s rapidly growing digital economy. With AI-driven analysis, real-time monitoring, and increased transparency, these initiatives aim to safeguard consumers from deceptive practices.
By empowering consumers and holding businesses accountable, the Department of Consumer Affairs seeks to foster a fair and ethical e-commerce ecosystem in India.
National Consumers Day 2024 will mark not just the launch of these tools, but also a renewed commitment to consumer empowerment and digital fairness.
