Consumer Law Protection Act: Rights, Complaint Procedure & Recent Changes

Consumer Law Protection Act is a law that protects us. We are all consumers. It was created to ensure the rights of consumers. We also deserve fair services. If there are any defects, we can complain. Know your rights and get justice.

Consumer Law Protection Act: History and Importance

1986 Act

Why was it brought?
This act was created in 1986 with the aim of ensuring that consumers (customers) get justice when they buy any goods or services, if there are defects in them.
How does it help?
This act creates a legal framework (eye environment) for consumers to officially report their grievances.

2019 Amendment

Why was it updated?
Many things have changed over time – online shopping, digital transactions (payments), and online markets have become widespread. In these, the 1986 Act alone was not enough to protect consumers, so in 2019, new features were added and amended.

New features

E-commerce companies should also come under the law.
Protection for consumer problems encountered online.
Opportunity to resolve conflicts through mediation (conciliation through a third party) instead of going face to face.

Main purpose

It emphasizes the fact that “the customer is always right”.

That is, the basic purpose of the law is that consumers should not suffer from disappointment, mistake, fraud, etc.

Main features of the law

Inclusion of e-commerce

Now products purchased online are also protected under this law.

Example: If you buy a product on platforms like Flipkart, Amazon, Myntra and it is defective, your rights will be protected as usual.

A three-tiered redressal system has been set up

These bodies are about where cases should be filed:

District Consumer Forum –
Rs. For cases less than Rs. 1 crore.
State Consumer Commission –
Cases above Rs. 1 crore and below Rs. 10 crore.
National Consumer Commission –
If more than Rs. 10 crore.

This is a system of dividing cases based on the amount of relief and resolving them.

Severe punishment for product defects

If there are serious defects in a product,
the manufacturer can be fined from Rs. 10 lakh to Rs. 1 crore. This will make the manufacturers act responsibly.

Mediation centers (Conflict Resolution Centers)

A new system that allows cases to be resolved quickly through mediation instead of dragging on for a long time. This helps save time and costs.

Complaint Procedure: Step-by-step Guide

1.Right to Safety

If electrical appliances are sold without ISI mark, it can cause risks like explosion, electric shock etc.

For this, the consumer can file a complaint and take legal action.

2.Right to be Informed

Consumers have the right to know the important information about the product they are buying.
(contents of the product, instructions for use, expiration date, etc.). If the expiration date is hidden on the medicine bottle,
that is illegal. Consumers can file a complaint.

3.Right to Choose

Consumers have the right to decide for themselves which product to buy. If they say they do not want to buy a product,
the shopkeeper cannot force them to “buy this one”.

4.Right to Seek Compensation

If damage or inconvenience occurs due to a faulty product/service, the consumer can seek compensation for it. A person bought a new car. But if it has a technical defect,
the seller must repair it at his own expense.

How to file a complaint: Step-by-step guide

Online complaint (e-Daakhil Portal)

You can file your complaint from the comfort of your home.

Website: https://e-jagriti.gov.in/
First: You need to create an account on it.
Then: You need to upload the details of your complaint, supporting documents (receipt, complaint letter, photos, etc.) and compensation claim.
Fee: Rs. 100 fee for filing a complaint with the District Forum.

Offline (in-person) complaint

Required documents:

Receipt for the purchased goods/services.
Complaint letter – write complete details in it.
Evidence – photos or videos can be attached if there are any.

Place of filing a complaint:

You can file a complaint in person at your nearest District Consumer Forum.

Procedure for filing a case

The case will be heard within 21 days (from the date of filing the complaint). The verdict will be given within 3 months.

Recent Important Cases

Amazon vs Consumer (2023)

A consumer purchased a product online. But the wrong product was sent. Due to this, the consumer was subjected to stress and distress. The Consumer Forum ordered Amazon to pay a compensation of Rs. 5 lakh. Since Amazon violated consumer rights, the forum did justice and awarded compensation to the consumer.

Swiggy vs Medical Service (2022)

A consumer who received medical services through Swiggy was given wrong treatment. Due to which his physical and mental health were affected. The Consumer Forum ordered a compensation of Rs. 20 lakh. Since there was a major mistake in the medical service, a huge compensation was awarded to protect the consumer.

Frequently Asked Questions (FAQ)

Is there a time limit to file a complaint?

Yes. The complaint should be filed within 2 years from the date of purchase of the product/service.

How much is the case fee?

District Forum: Rs. 100
State Commission: Rs. 200
National Commission: Rs. 400.

Can I file a complaint for goods purchased online?

Yes ! E-commerce has been included under the 2019 Act.

Conclusion

The Consumer Law Protection Act 2019 is a powerful law designed to meet the needs of the digital age. Know your rights and use the e-Daakhil or e-jagriti portal to file a complaint.

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