Experts Urge Mumbaikars to Refuse Sharing Mobile Numbers at Retail Stores | Representational Image
Mumbai: With a bench of Chandigarh’s State Consumer Dispute Redressal Commission (SCDRC) pulling up retail stores for collecting mobile numbers from customers under the pretext of issuing a bill, several experts from Mumbai have welcomed the verdict and have urged Mumbaikars to be alert and refuse to share their numbers during billing.
Experts say that not only do retail stores spam inboxes with endless advertisement messages and calls, but there is also a risk of contact numbers falling into the wrong hands. Hence, it is high time that consumers refuse to provide their personal details to retailers.
The Chandigarh State Consumer Commission was hearing a complaint filed by a consumer against a store that forced him to provide his phone number to generate a bill. The complainant had purchased a pair of footwear from A&S Luxury Fashion House, a shop in an upscale mall in the city, on April 29 last year. The store insisted on taking his mobile number under the pretext of issuing a bill.
In its order, the State Commission directed the shop management to immediately delete the complainant’s personal information from their electronic database and to stop engaging in unfair business practices. The shop management was also ordered not to obtain mobile numbers or personal details from customers without their explicit consent. Additionally, the panel imposed a consolidated compensation of ₹2,500 on the respondent.
The commission had held: “By forcing the complainant to share his personal details without his express consent, the opposite parties indulged in ‘dark patterns’ practices in addition to unfair contract and unfair trade practices.”
Viren Shah, president of the Federation of Retail Traders Welfare Association (FRTWA), told FPJ that any store that takes a customer’s number without their permission is breaching their privacy.
“If a shopkeeper wants to use a customer’s contact details to send advertisements or promotions, they must first obtain the customer’s approval, confirming that they have no objection to receiving such messages. However, they should avoid calling people randomly at odd hours for their own benefit,” said Shah.
Speaking about stores providing e-bills to customers, Shah added, “If a customer insists on a paper bill, the store has no right to force them to accept an e-bill. A paper bill is mandatory.”
Consumer activist Kamlakar Shenoy welcomed the judgment, stating, “Whenever we, as customers, visit a shop, our privacy is important. Once we pay for a product, the store should not be concerned about who we are or our personal details. We do not want to establish contact with retail stores. It should be as simple as: you take the money, and you give the bill. You cannot force me to opt for an e-bill. If a retailer insists on asking for your phone number, they are encroaching on your privacy. There is a high risk of phone numbers being misused, which could land customers in trouble. Consumer courts should penalize these stores with hefty fines for bothering customers with unnecessary calls and messages. Many people are engaged in serious work or dealing with important situations where such advertising calls act as a nuisance and cause major disturbances.”
He further emphasized that consumers must stand up against these corporate giants and ensure they do not risk their personal details in the hands of retail stores.
Similar views were expressed by Adv Anand Patwardhan, former president of the Consumer Bar Association. “This is a much-needed and welcome verdict. When I visit a store, it is not mandatory that I must own a mobile phone. I could still be using a landline. It is none of the retail store’s business to obtain my phone number to generate a bill. Retailers collect mobile numbers solely to enhance their marketing, but this comes at the cost of consumer safety. Personal data is left vulnerable, making it easy for scammers to access and misuse contact numbers to defraud customers. The situation now calls for ‘Consumer Beware.’ Customers need to be aware of their rights and ensure that their mobile numbers—one of the most private pieces of information—are not shared with unknown individuals or stores.”
