Consumer Law Questions and Answers in India

The Consumer Protection Act, 2019 governs consumer disputes in India and created a three-tier structure of District, State and National Commissions, with jurisdiction determined by the value of the goods or services paid for.

Questions here typically concern defective products and refused replacements, deficiency in service by banks, insurers, airlines, hospitals and builders, misleading advertising, e-commerce disputes, and how to actually file — what the fee is, what documents are required, and how long it takes.

A complaint must ordinarily be filed within two years of the cause of action, though a commission may condone delay for sufficient reason. The papers needed are usually straightforward: proof of purchase, the correspondence showing the defect or deficiency and the seller's response, and a computation of what you are claiming, including any compensation for the inconvenience caused.

Filing fees are modest and scale with the value claimed, and the 2019 Act permits electronic filing, so a complaint no longer requires travel to the commission for every step. Mediation is offered as a route to settle without a full hearing, and many service-deficiency matters resolve there.

The Act also created the Central Consumer Protection Authority, which can act against misleading advertisements and unfair trade practices on its own motion, and it made e-commerce platforms expressly answerable for the transactions they facilitate — including endorsement liability for celebrities who promote a misleading claim.

The 2019 Act allows filing where the complainant resides, permits e-filing, and covers e-commerce transactions expressly. Many consumer complaints can be pursued without an advocate, though the drafting of the complaint materially affects the outcome.