Consumer Protection Act 2019: Rights & Complaint Process

The Consumer Protection Act, 2019 modernizes consumer rights in India, replacing the old 1986 law. It addresses challenges like online shopping, misleading advertisements, defective products, and unfair trade practices. The Act also establishes the Central Consumer Protection Authority (CCPA) to regulate, monitor, and take action against violations.

Key Features

• Consumer Rights: Safe products, informed choice, fair treatment, grievance redressal.
• CCPA Powers: Can investigate, order recalls, impose fines, and ban misleading ads.
• E-Commerce Coverage: Online sellers and platforms are accountable.
• Product Liability: Manufacturers, sellers, or service providers are responsible for defective or harmful products.
• Accessible Complaints: Consumers can file complaints from anywhere, online or offline.
• Mediation: Encouraged for fast and friendly dispute resolution.
• Penalties: Heavy fines and imprisonment for false advertising or unsafe products.

Procedure to File a Consumer Complaint

Step 1: Identify the Forum

You can also file online through the e-Jagriti portal: https://e-jagriti.gov.in/

Step 2: Prepare Documents

• Purchase proof (bill, invoice, receipt)
• Contract or service agreement (if applicable)
• Photos or videos of defective goods or services
• Communication records (emails, messages, complaints made to seller)
• Identity proof and address proof
• Medical or expert reports (if claiming injury/damage)

Step 3: Draft Complaint

• Include your name, address, and contact
• Name and address of the opposite party (seller/manufacturer/service provider)
• Clearly describe the product/service issue
• Mention relief sought (refund, replacement, repair, compensation)
• Attach all supporting documents

Step 4: File the Complaint

• Offline: Submit at the respective District/State/National Consumer Commission
• Online: Submit through e-Jagriti Portal – register, upload complaint and documents, pay nominal fee

Step 5: Acknowledgement & Notice

• You will receive a complaint number
• Commission sends a notice to the opposite party
• Party must respond within the prescribed time frame

Step 6: Mediation / Hearing

• Commission may call both parties for mediation first
• If settlement fails, a formal hearing is conducted
• Evidence and witnesses are considered

Step 7: Order / Judgment

• Commission passes an order: refund, replacement, repair, or compensation
• Parties must comply within specified time
• Appeals can be filed to higher commissions (State → National → Supreme Court)

Step 8: Enforcement

• Orders are enforceable like a civil court decree
• If the opposite party fails to comply, legal action can be initiated

Tip for Consumers

• File early: Within 2 years of the incident
• Keep all records: Bills, chats, emails, photos
• Use mediation: Often faster and less expensive

Who Can File a Complaint?

• Individual consumers
• Legal representatives
• Consumer organizations
• Central or state government agencies
• Groups of consumers

Note: Only purchases for personal use are protected, not commercial/business purchases.

Where to File a Complaint

Online Filing: Through e-jagriti Portal

Consumer Protection Act, 2019 – FAQs

1. What is this Act about?

Protects consumers from unfair trade practices, defective goods, poor service, and misleading advertisements.

2. Who is a consumer?

A person purchasing goods/services for personal use, not resale or business purposes.

3. What are my rights under this law?

Right to safe products, informed choice, free selection, grievance redressal, and fair treatment.

4. Does this cover online shopping?

Yes. You can file complaints against e-commerce platforms and sellers.

5. Can I file a complaint from my city?

Yes, you can file where you reside or where delivery happened.

6. Can I complain about food or medicine?

Yes. Unsafe, expired, or harmful products can be reported.

7. What is the CCPA?

The Central Consumer Protection Authority investigates, fines, and regulates unfair practices and misleading ads.

8. What can I do about a misleading advertisement?

Report to CCPA; they can fine, ban, or take legal action against the advertiser.

9. What is product liability?

Manufacturers, sellers, or service providers must compensate for harm caused by defective products or services.

10. Is there a fee to file complaints?

Yes, minimal fee depending on the claim value.

11. What issues can I complain about?

Defective goods, poor service, overcharging, delayed deliveries, hidden charges, false promises, misleading ads.

12. Is there a time limit?

Yes. Complaints must be filed within 2 years of the issue.

13. Can celebrities be punished for false endorsements?

Yes. Influencers or celebrities misleading consumers via advertisements can face penalties.

14. What remedies can consumers get?

Refund, replacement, repair, or compensation for loss, injury, or mental harassment.

15. Can mediation help?

Yes. The Act encourages mediation for quick, amicable settlements.