• World Consumer Rights Day, observed annually on March 15, is a pivotal event that underscores the importance of consumer rights and protection. 

• Originating in 1983, this day commemorates President John F. Kennedy’s historic address to the US Congress on March 15, 1962, where he formally recognized consumer rights. 

• The theme for 2025, ‘A Just Transition to Sustainable Lifestyles’, emphasizes the need for sustainable and healthy lifestyle choices to be accessible and affordable for all, while ensuring that consumer rights are upheld.

Consumer Protection Act, 2019

• The Consumer Protection Act, 2019, replaced the 1986 Act to address the challenges posed by globalization, technological advancements, and e-commerce. 

• This Act established a three-tier quasi-judicial system — District, State, and Central Consumer Commissions — to ensure swift and efficient redressal of consumer disputes.

• The Act mandates that complaints be resolved within three months, or five months if product testing is required.

Consumer Welfare Fund

• The Consumer Welfare Fund aims to promote consumer welfare and strengthen the consumer movement in India. 

• Funds are allocated to states and union territories (UTs) to establish or enhance Consumer Welfare (Corpus) Funds. 

• In the fiscal year 2024-25, Rs 32.68 crore was released to various states, with 24 states and 1 UT having established these funds.

Strengthening Consumer Grievance Redressal Mechanisms

1) E-Daakhil and e-Jagriti

The E-Daakhil portal, launched in September 2020, revolutionised the consumer grievance redressal process by enabling consumers to file complaints online, eliminating the need for physical presence. 

Building on this success, the government introduced e-Jagriti, which further streamlines case filing, tracking, and management, ensuring a more efficient and accessible justice system.

2) National Consumer Helpline (NCH) 2.0

The NCH has been upgraded with AI-powered speech recognition, a translation system, and a multilingual chatbot to enhance complaint handling. Available in 17 languages, the helpline allows consumers to register complaints via toll-free number 1915, WhatsApp, SMS, email, and the NCH app. The NCH has also partnered with over 1,000 companies under its convergence programme to expedite grievance resolution.

3) Jaago Grahak Jaago Portal and Mobile App

The Jaago Grahak Jaago portal and mobile app provide consumers with essential e-commerce information, alerting them to potentially unsafe URLs and empowering them to make informed decisions.

Consumer Protection in E-Commerce and Digital Transactions

1) New E-Commerce Guidelines

The Consumer Protection (E-commerce) Rules, 2020, outline the responsibilities of e-commerce entities and specify liabilities for marketplace and inventory e-commerce entities. The Central Consumer Protection Authority (CCPA) issued guidelines in November 2023 to regulate 13 specific dark patterns in e-commerce, aiming to prevent deceptive practices.

2) E-Commerce – Principles and Guidelines for Self-Governance

The Bureau of Indian Standards (BIS) drafted a standard on ‘E-Commerce – Principles and Guidelines for Self-Governance’, which aims to establish a transparent, fair, and consumer-friendly framework for online marketplaces. These standard mandates clear product disclosures, explicit consumer consent, and robust grievance redressal mechanisms, ensuring a secure and ethical e-commerce environment.

(The author is a trainer for Civil Services aspirants.)