Consumer rights protect individuals when purchasing goods or services and provide mechanisms for addressing genuine consumer grievances.
A well-informed consumer can make better decisions, preserve evidence and use the appropriate grievance-redressal mechanism when a problem arises.
Which Act Protects Consumer Rights?
The principal legislation is the Consumer Protection Act, 2019.
The Act was enacted on 9 August 2019. Major provisions came into force from 20 July 2020, while certain provisions came into force from 24 July 2020. The Act provides a framework for protecting consumer interests and for timely and effective settlement of consumer disputes.
Key Consumer Rights
Consumer protection includes rights relating to:
- Protection against hazardous goods and services
- Information regarding quality, quantity, purity, standard and price
- Freedom to choose goods and services
- Being heard
- Seeking redressal of genuine grievances
- Consumer awareness and education
Common Consumer Problems
Consumers may face issues such as:
- Defective products
- Deficient services
- Overcharging
- Misleading advertisements
- Unfair trade practices
- Fraudulent online transactions
- Warranty or guarantee disputes
- E-commerce-related complaints
- Failure to provide promised services
What Is the Benefit?
The consumer-protection framework provides mechanisms through which eligible consumers can seek appropriate redressal, compensation or other relief, depending on the facts and applicable law.
How Can You Use Your Consumer Rights?
Always preserve:
- Bills and invoices
- Payment receipts
- Warranty/guarantee documents
- Order details
- Agreements
- Emails and messages
- Photographs or videos
- Relevant communications
You can then approach the appropriate consumer grievance mechanism or Consumer Commission, depending on the nature of the dispute.
CRPC Assistance
CRPC may assist consumers by providing general awareness, helping them understand the nature of their grievance, organizing relevant documents and identifying the appropriate consumer grievance-redressal mechanism.
