Consumer rights protection in India is governed primarily by the Consumer Protection Act, 2019, which replaced the earlier Consumer Protection Act of 1986. This law aims to safeguard the rights of consumers and ensure fair trade practices by sellers, manufacturers, and service providers.
Under the Consumer Protection Act, 2019, consumers have the following six key rights:
- Right to Safety
Protection against the marketing of goods and services which are hazardous to life and property. - Right to be Informed
Consumers must be provided with complete information about the product or service (price, ingredients, date of manufacture, quantity, etc.). - Right to Choose
Access to a variety of goods and services at competitive prices. - Right to be Heard
Consumers’ interests must receive due consideration at appropriate forums. - Right to Redressal
Consumers can seek redress against unfair trade practices or exploitation. - Right to Consumer Education
Awareness about rights, responsibilities, and remedies available to consumers.
Consumer Protection Act, 2019 – Key Features
- Establishment of Central Consumer Protection Authority (CCPA)
- Investigates unfair trade practices.
- Orders recalls, refunds, or discontinuation of misleading ads.
- Imposes penalties on advertisers/endorsers.
- E-Filing of Complaints
- Consumers can file complaints online at https://edaakhil.nic.in/ from anywhere.
- Product Liability
- Manufacturers, sellers, and service providers are liable for any harm caused by defective products or poor services.
- Unfair Trade Practices Covered
- False advertising
- Misleading pricing
- Fake product claims
- Deficiency in services
- Consumer Disputes Redressal Commissions (CDRCs)
- District Commission: For claims up to ₹50 lakh
- State Commission: ₹50 lakh to ₹2 crore
- National Commission: Above ₹2 crore
- Try resolving with the seller/service provider first.
- If unresolved:
- Visit https://edaakhil.nic.in/
- Choose the appropriate forum based on claim value
- Submit complaint and supporting documents
- Alternatively, complain via:
- National Consumer Helpline (NCH): 1800-11-4000 or 1915
- Mobile App: “Consumer App” (available on Google Play and App Store)
Example Cases
- Defective product: A phone that stops working within a week despite warranty.
- False advertisement: A cosmetic that claims to be “100% herbal” but contains chemicals.
- Overcharging: Being forced to pay more than MRP.
