Consumer Commissions in India

If a product is defective or a service is poor, consumers in India can seek redress through special bodies called consumer commissions, often called consumer courts. They are designed to be cheaper, simpler and faster than ordinary civil courts.

The law

The Consumer Protection Act, 2019, replaced the earlier 1986 Act. It strengthened consumer rights and covered new areas like e-commerce. Consumers are protected against:

• Defective goods.
• Deficient services, such as poor banking, insurance, telecom or hospital services.
• Unfair trade practices, like misleading claims.
• Overcharging and hidden fees.
• Misleading advertisements, including endorsements by celebrities, who can be penalised.

The Act also created a Central Consumer Protection Authority to act against unfair practices affecting consumers as a group.

Three levels

Complaints are heard at three levels depending on the value of the goods or services involved:

• District Commissions for smaller claims.
• State Commissions for larger claims.
• The National Commission for the largest claims and appeals.

The financial limits were revised in 2021, so that claims up to 50 lakh rupees go to District Commissions.

Filing a complaint

Consumers can file complaints themselves without a lawyer, and fees are low. Since 2020, complaints can be filed online through the e-Daakhil portal. Consumers can file where they live or work, rather than where the company is based. The law also encourages mediation to settle disputes faster.

Before going to a commission

It is usually best to first complain to the company in writing. The National Consumer Helpline, reachable by phone number 1915, can help resolve many complaints before formal action.

Accessibility

Online filing and phone helplines can help blind consumers seek redress, but portals must work with screen readers. Consumers can also seek help from consumer organisations.