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The Central Consumer Protection Authority (CCPA) has taken a major step to protect the interests of consumers who shop online and use digital services. The authority has imposed a fine of approximately ₹20 lakh on nine digital platforms, including Zepto, BookMyShow, IndiGo, and Physics Wallah, for employing “dark patterns.”

The government informed the Rajya Sabha that these companies used designs and techniques that unknowingly led consumers to make additional payments or opt-out services.

What are dark patterns?

Dark patterns are designs or interfaces that mislead consumers into making decisions contrary to their wishes. These include tactics such as hidden charges, pre-subscribed services, misleading messages, and unwanted subscriptions.

Largest fine on Zepto

The CCPA imposed a fine of ₹7 lakh on Zepto. The investigation found that the company initially displayed lower prices to customers, but then added handling charges and membership fees at the time of payment. Additionally, memberships were automatically added to the cart, which was considered ‘basket sneaking’.

Action was also taken against BookMyShow

BookMyShow took action against a pre-selected donation of ₹1 for BookASmile during ticket booking. The CCPA also considered this to be ‘basket sneaking’ and directed the company to remove this system.

IndiGo had to change the message

The message “No, I will take the risk” displayed on the airline IndiGo’s app for not availing additional services was considered to be creating psychological pressure on consumers. After the CCPA’s intervention, it was changed to “No, I will not add to the trip.”

Physics Wallah also fined

Physics Wallah was fined ₹5 lakh. The investigation found that the company had a pre-selected donation of ₹10 for the PW Foundation. Additionally, users were being asked for personal information before accessing free courses, which the regulator also considered objectionable.

Action taken against these companies

The CCPA also imposed fines ranging from ₹1 lakh to ₹3 lakh on FirstCry, PharmEasy, McAfee, SpiceJet, and Anuj Jindal in various cases. These cases included complaints of hidden charges, misleading countdown timers, forced subscriptions, and confusing renewal options.

Action under the 2023 Guidelines

The Indian government has prohibited 13 such types of deceptive designs under the Dark Patterns Prevention and Regulation Guidelines, 2023. These include techniques such as drip pricing, basket sneaking, confirmation shaming, subscription traps, false urgency, and trick questions.

The government states that these rules aim to protect consumer rights on digital platforms and make online transactions more transparent.