Pathao Limited has topped the list of national and international e-commerce companies operating in the country in terms of consumer complaint resolution rates.
The e-commerce company has a customer complaint resolution rate of 99.25%, according to a recent report published by the Directorate of National Consumer Rights Protection (DNCRP).
Ride-sharing company Uber.com is on the second position of the ranking with a resolution rate of 97.66%.
According to the Department of Consumer Affairs, from July 1, 2017 to August 31, 2021, consumers filed a total of 19,304 complaints against 21 national and international e-commerce companies, including Uber and Foodpanda.
Of those, 12,257 complaints have been settled by the companies concerned, the overall percentage of complaint settlement is 63.49%.
During the above mentioned period, the number of customer complaints regarding the services of Pathao Limited was 267 out of which the company has settled 265 complaints.
How the ranking was built
The Directorate of National Consumer Rights Protection counted complaints filed with it against 21 e-commerce and platform companies between July 2017 and August 2021 and compared them with the number each company settled. Pathao's 99.25 per cent and Uber's 97.66 per cent sat well above the 63.49 per cent average, which was dragged down by the advance-payment e-commerce firms that were collapsing that year.
How to file a complaint yourself
Any consumer can complain to the DNCRP within 30 days of a problem, by e-mail, through the directorate's website, at its district offices, or by calling the hotline 16121. Attach the order, the payment proof and the conversation with the seller. The directorate holds a hearing with both sides; if the seller is fined, the complainant receives 25 per cent of the fine. Since 2022 the commerce ministry's Central Complaint Management System also routes e-commerce complaints to the platform and follows them up.
What happened next
Updated September 2026. Pathao went on to raise fresh funding in 2023 and expand into food delivery and payments; Uber remains the largest ride-hailing app in Dhaka. The complaint-resolution ranking has been published irregularly since, but the DNCRP's caseload against digital businesses roughly doubled after the 2021 e-commerce collapse.
