Consumer protection — From Rights to remedies 

India’s journey towards consumer empowerment

An aware and informed consumer is a powerful force in society. An enlightened consumer not only protects themselves from being exploited but also drives efficiency, transparency and accountability across both manufacturing and service sectors. Recognising the power of consumer empowerment, the Indian Government has placed a strong emphasis on consumer education, consumer protection and consumer awareness.

India has been a pioneer in establishing progressive legal frameworks to uphold consumer rights. One of the most important milestones in this journey was the enactment of the Consumer Protection Act, 1986. This legislation sparked a revolution in consumer rights, setting up mechanisms that are unparalleled across the world. The Act applies to all goods and services—unless specifically exempted by the Central Government—and covers every sector, whether private, public, or cooperative.

Three Pillars of consumer protection in India

1. A strong legal framework

The cornerstone of consumer rights in India is the Consumer Protection Act. It ensures that consumers have access to justice in cases of defective goods, poor services, or unfair trade practices.

2. Product standards and quality assurance

To help consumers make informed decisions, the Government promotes clear and reliable standards for various products. These include specifications, terminologies, codes of practice, and testing methods—ensuring that products meet consistent and safe quality benchmarks.

3. Consumer awareness and education

The most critical element is making consumers aware of their rights. An educated consumer can make better choices and demand better services, pushing companies to maintain high standards.

Highlights of the Consumer Protection Act, 1986

Three-tier redressal system:

The Act established a three-level quasi-judicial structure—National Commission, State Commissions, and District Forums—popularly known as consumer courts. These forums offer a simple, speedy, and affordable mechanism for grievance redressal.

Digital integration:

To improve accessibility and transparency, the government is working on fully computerising and networking all consumer courts across the country. This includes 35 State Commissions and over 600 District Forums.

Steps to raise awareness

To make consumer protection truly effective, spreading awareness is key. Here are some major steps the Government has taken:

‘Jago Grahak Jago’ campaign:

This iconic slogan has reached millions of homes, especially in rural and remote areas, making consumers more alert and informed.

Multimedia publicity:

Awareness is spread via newspapers, TV, radio, and digital platforms on key issues like ISI marks, Hallmark certification, proper labeling, MRP, and weight/measurement standards. The campaign also addresses emerging sectors like telecom, insurance, real estate, credit cards, and healthcare.

Outreach via postal network:

With help from the Department of Post, consumer awareness messages are printed on Meghdoot Postcards and displayed in over 1.55 lakh rural post offices and 25,000 urban post offices, ensuring deep grassroots penetration.

National Consumer Helpline:

A toll-free helpline (1800-11-4000) is available from 9:30 am to 5:30 pm on all working days, offering consumers direct support and information.

International Collaboration:

In partnership with Deutsche Gesellschaft für Technische Zusammenarbeit (GTZ), India has improved the quality of its publicity material. TV ads and brochures have been developed focusing on MRP issues and unethical trade practices. A special ‘Consumer Diary’ was also released under this initiative.

Technology and transparency: The core

To make grievance redressal more accessible, the government launched the Consumer Online Resource and Empowerment (CORE) Centre on March 15, 2005. This online platform (www.core.nic.in) allows consumers to file complaints and seek guidance, making the system more transparent and reachable.

The Consumer Protection Act, 2019

The Consumer Protection Act, 2019 in India replaced the Consumer Protection Act, 1986 to address shortcomings and provide better consumer protection, particularly in the digital age. The 2019 Act expanded the definition of "consumer," addressed e-commerce, introduced product liability, and established a Central Consumer Protection Authority (CCPA).

The Central Consumer Protection Authority (CCPA)

The CCPA has been established under the Consumer Protection Act, 2019 and has come in to force w.e.f 24th July 2020 to regulate matters relating to violation of rights of consumers, unfair trade practices and false or misleading advertisements which are prejudicial to the interests of consumers as class and public at large.

POWERS OF CCPA

·         Protect, promote and enforce the rights of consumers as a class, and prevent violation of consumers rights under this Act

·         Prevent unfair trade practices and ensure that no person engages himself in unfair trade practices

·         Ensure that no false or misleading advertisement is made of any goods or services which contravenes the provisions of this Act or the rules or regulations made there under

·         Ensure that no person takes part in the publication of any advertisement which is false or misleading