Since the simplification of our daily lives, the use of digital technology in the flow of government and private services has become widespread. In Nepal, work is being done in a variety of ways to make economic transactions, education, health care, and government service facilities more technologically friendly and accessible. However, as the number of digital subscribers grows, the extent to which consumer grievances and rights have been addressed has become a topic of global discussion. ‘Fair Digital Finance’ is the theme of World Consumer Rights Day 2022.
Consumer Rights Day is also commemorated in Nepal through a variety of events. A special program for digital consumers has been organized by the Nepal Telecommunication Authority. Stakeholders stressed the importance of improving digital consumer literacy during an interactive program on ‘Fair Digital Consumer Rights for Digital Transformation.’ Dr. Baikuntha Aryal, Secretary, Ministry of Communications and Information Technology, acknowledged that the government’s work in this area was insufficient and could not be updated in a timely manner. Aryal believes that by establishing the National Payment Outlet, more emphasis should be placed on making digital payment more convenient and effective.
It is necessary to pay attention to the regulation by updating laws and regulations in order to ensure the rights of digital consumers, as well as the use and development of technology. Aryal put a lot of emphasis on it. “The government and the private sector should collaborate on literacy,” Aryal said, acknowledging that the government cannot be aggressive on the issue. NTA has brought various programs to address the issue of digital consumer rights, formulate necessary policies, and advance the literacy campaign by organizing a special interaction program. Purushottam Khanal, Chairman of the Telecommunications Authority, said that national and international bodies should collaborate to ensure the security of digital finance. “Quality telecommunications services are one of the backbones of digital finance,” he said.
NTA has mobilized the Telecommunication Development Fund to provide telecommunication services in rural areas in the same way that they are provided in cities,” Khanal said. Sugat Ratna Kansakar, the former Managing Director of Nepal Telecom, presented a special working paper on “Digital Services and Consumer Rights in Nepal.” According to Kansakar, the Nepalese constitution contains 44 consumer rights, and the Consumer Protection Act of 2075 contains nine rights issues. Despite the efforts of the Telecommunication Authority, rural areas lack connectivity and digital access, making digital finance and e-commerce ineffective, according to Kansakar.
The government and stakeholders should pay attention to data security and data protection because they are important consumer rights issues right now, according to Kansakar. At the event, a panel discussion titled “Fair Digital Consumer Rights for Digital Transformation” was also held. During the panel discussion, the speaker stated that service providers should ensure that consumers have fair rights by improving consumer literacy and changing necessary policies and laws. Alok Subedi, the founder of MeroAdda, stated during the panel discussion that there is a quality and consumer protection gap in Nepal. He also stated that the current laws are outdated.
According to Subedi, the Telecommunication Authority and the Ministry of Communications should rename themselves and focus on providing technology-friendly services. Aanchal Kumar, the Managing Director of Daraz Nepal, spoke at the event and stated that Daraz has prioritized consumer data security. According to her, the drawers have reduced the problem of one order being delivered to 1%. “Now is not the time for rights and development; we must flee,” Kumar said. Likewise, ISPAN Chairman Sudhir Parajuli stated that efforts should be made to improve customer literacy.
“Regulatory bodies, NGOs, INGOs, and consumer rights organizations work better for literacy than service providers,” he said. He also stated that there is now an unhealthy competition among internet service providers in terms of speed. Similarly, NRB’s Executive Director of Payments Department, Guru Prasad Poudel, stated that the NRB has worked on consumer literacy. He stated that a portion of the profits made by banks and financial institutions could be used to fund literacy initiatives. NRB has made significant progress in digital payments, according to Poudel, and is working to improve and expand its international payment services. NTA Director Arjun Ghimire stated during the panel discussion that NTA has been working on the development and expansion of telecommunication services, as well as accessibility and accessibility. He also stated that the NTA has not fallen behind in consumer protection and is working on a fair way to expand access to rural areas and establish digital rights for all.
Sangita Pahadi, Nepal Telecom’s Deputy Managing Director, stated that the company is working on increasing customer awareness through various means. He believes that even service providers should be aware of their customers’ rights. Ganesh Shah, the former Minister of Science and Technology, and Prem Kumar Shrestha, the Director General of Commerce, Supplies, and Consumer Protection, spoke on the program as guests. Over a hundred people attended the event, including representatives from the Nepal Academy of Science and Technology (NAST), Huawei, and Nepal Clearing House Ltd (NCHL).
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