Revamped Consumer Protection Framework: New Measures and Guidelines Introduced

This legislation was enacted to modernize consumer protection in the context of globalization, technological advances, and e-commerce.

In a written reply to the Rajya Sabha, Union Minister of State for Consumer Affairs, Food, and Public Distribution, Shri BL Verma, outlined the recent updates and initiatives under the Consumer Protection Act, 2019. This legislation was enacted to modernize consumer protection in the context of globalization, technological advances, and e-commerce.

Key Provisions of the Consumer Protection Act, 2019:

Punishment for Adulteration and Spurious Goods: Sections 90 and 91 of the Act impose penalties for the manufacture, sale, or distribution of adulterated or spurious goods. The penalties include imprisonment or fines based on the severity of the injury caused to consumers.

Redressal Mechanism: The Act introduces a three-tier quasi-judicial system for addressing consumer grievances:

National Consumer Disputes Redressal Commission (NCDRC): National level

State Consumer Disputes Redressal Commission (SCDRC): State level

District Consumer Disputes Redressal Commission (DCDRC): District level

These commissions streamline the adjudication process with provisions for e-filing, virtual hearings, and deemed admissibility of complaints if not decided within 21 days.

E-Daakhil Portal: To facilitate speedy resolution, an online filing system named e-Daakhil has been introduced in the NCDRC and Consumer Commissions across 35 States/UTs.

Video Conferencing Facilities: Recognizing the challenges posed by distance, the Act supports video conferencing in National and State-level Consumer Commissions, aligning with the digital transformation of India’s legal system.

National Consumer Helpline (NCH): The revamped NCH offers a central platform for grievance redressal at the pre-litigation stage, accessible in 17 languages through various channels including a toll-free number, WhatsApp, SMS, and an integrated portal (INGRAM).

Consumer Awareness Initiatives: Under the “Jago Grahak Jago” campaign, the Department is promoting consumer rights through media campaigns and has launched the “Jagriti” mascot. Grants are also provided to States/UTs for local-level awareness activities.

Central Consumer Protection Authority (CCPA): Established on July 24, 2020, the CCPA regulates violations of consumer rights, unfair trade practices, and misleading advertisements. The CCPA issued guidelines on June 9, 2022, to prevent misleading advertisements and ensure transparency. These guidelines cover conditions for non-misleading ads, bait advertisements, and responsibilities of manufacturers, service providers, and advertisers.

These updates reflect the government’s commitment to enhancing consumer protection and empowerment through progressive legislation and modernized processes.