Consumer Protection in India-2nd Session of Intergovernmental Experts on Consumer Protection Law (Download PDF)


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Following important statements were made by Minister of State for Consumer Affairs on “Report on national and regional implementation of the United Nations Guidelines for consumer protection”

Image shows the National Consumer Helpline

Image Shows the National Consumer Helpline

Image shows the National Consumer Helpline

  • Essential function of the UN Guidelines is to assist countries in building and strengthening a comprehensive consumer policy framework
  • Non-binding on countries but crucial in shaping national legislative and institutional responses to consumer issues
  • Significant number of guidelines used by India.
  • Task force for studying UNGCP identifying areas future actions

Indian System Comprises Of

  • Partnership initiatives with voluntary consumer organizations, companies, academic institutions and civil society institutions
  • Consumer education and awareness campaigns
  • Ensuring of minimum levels of safety and quality.

Consumer Protection Act, 1986, Covers All Goods and Services

  • Provides simple, speedy and inexpensive redressal to the consumers’ grievances
  • Exclusive three tier redressal machinery as an alternative to the civil court and legal remedies
  • Aggrieved consumer can approach against any defect in the goods purchased or deficiencies in services availed, including restrictive/unfair trade practices.
  • Progressive and comprehensive legislation creates exclusive three-tier quasi-judicial consumer disputes redressal machinery at the National, State and District levels.
  • 659 District Fora, 35 State Commissions and the National Commission in the country
  • Average percentage disposal of disputes in all three levels of Consumers Fora is 91.23%.

Legal Metrology Act

  • Ensures reliability and accuracy of all weights and measures used for trade or commerce or for protection of human health and safety
  • Also regulate the sale of commodities in “Pre-Packed form” through Packaged Commodities Rules, requiring mandatory declaration of information
  • The new Consumer Protection Act includes: Simpler Adjudication Process; Mediation as an Alternative Dispute Resolution Mechanism; Product Liability and a Central Consumer Protection Authority (CCPA) to deal with unfair trade practices.

Future Challenges

Emergence of global supply chains, lowering of trade barriers, rise in international trade and the rapid development of e-commerce enhance the vulnerability to new forms of unfair trade and unethical business practices like misleading advertisements, tele-marketing, multi-level marketing, direct selling and e-tailing

Real Estate (Regulation and Development) Act, 2016

  • Seeks to protect home-buyers in the real estate industry
  • Makes it mandatory for all commercial and residential real estate projects where the land is over 500 square meters, or eight apartments, to register with the Real Estate Regulatory Authority (RERA).

The National Consumer Helpline

  • Launched in 2005
  • Strengthened and Integrated Grievance Redress Mechanism (INGRAM)
  • Deals with a multitude of problems arising in their day-to-day engagement with the market, business and service providers.
  • Average call volume is around 40,000 calls a month

Consumer Awareness

Awareness programmes through social media like twitter, face book, mobile app

National Consumer Day on 24th December, and the World Consumer Rights Day on 15th March


  • Growing at CAGR of 45%
  • Expected to reach $80 billion by 2020.
  • Laws regulating e-Commerce still evolving.
  • Rural consumers are major target group for future.
  • Enabled by technology and innovations such as Digital Payments, Hyper-local Logistics, Analytics driven Customer Engagement and Digital Advertisements
  • Unified Payments Interface (UPI) enabled e-commerce delivery staff to collect money electronically for even cash on delivery transactions.
  • Bharat Interface for Money
  • Government with a Partner Company initiated a year-long campaign organising ‘Digital Literacy, Safety & Security’ workshops.

- Published/Last Modified on: August 12, 2017


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