The bill, which is now being examined by the relevant standing committee, comes when digital technology is transforming consumer habits in Rwanda. While online shopping offers convenience and speed, it also exposes consumers to increased risks of fraud and abuse. « E-commerce takes place without direct interaction between buyer and seller. This can lead to faulty products or non-delivery of orders, » explained Prudence Sebahizi, Minister of Commerce and Industry, to the New Times media.
To counter these abuses, the bill introduces mechanisms. The regulatory authority will be able to identify online sellers involved in problematic transactions, enabling aggrieved consumers to lodge complaints and obtain redress.
Obligations for online sellers
The legislation lays down a number of obligations for e-traders. From now on, they will have to prominently display essential information such as the company’s registration number and location, physical address and full contact details, and after-sales service and complaints officer contact details.
Sellers are also required to inform customers about the right of withdrawal, warranties produced, additional charges and delivery times. In particular, they must acknowledge complaints within 72 hours and provide a solution or response within 15 days. To reinforce transparency, the law prohibits the publication of false reviews or misleading evaluations. Proof of purchase must be automatically sent to consumers as soon as the order is finalized.
Extended consumer rights
Consumers benefit from enhanced protection, with several new and clarified rights. These include access to contractual terms and conditions prior to any transaction ; the possibility of rectifying errors prior to purchase confirmation, and the right to a refund ; repair or replacement in the event of a non-conforming, defective or undelivered product. Another key measure : buyers can now withdraw from a distance contract within seven days of receiving the goods. If payment has been made, reimbursement must be made within 15 days of cancellation.
A step towards a more secure digital market
For the Ministry of Trade and Industry, incorporating these provisions into competition law is crucial. « Without regulation, consumers are vulnerable in this fast growing digital world » said Minister Sebahizi.
This bill also aims to support a competitive digital ecosystem where rule-abiding businesses are not penalized by unfair practices. In a world where online transactions are becoming the norm, Rwanda intends to prove that innovation can go hand in hand with protection.
