Understanding Consumer Forums and the Consumer Protection Act - A Guide for Everyday Shoppers
- Kamal Kumar Mishra
- Jun 21
- 5 min read
Written by : Kamal Kumar Mishra , B.B.A LL.B ,First Year , SYMBIOSIS LAW SCHOOL, NOIDA
A consumer is someone who buys goods or takes services for personal use, not for resale or business purposes. If you buy a mobile phone, groceries, or even a bus/train ticket, you are a consumer. Thus, consumers have the right to obtain good quality products and services. If something is faulty or not as promised, they can complain under the law of Consumer Protection that is consumer protection Act to obtain justice.
Need for Consumer Protection - A Look Back at 1986
Back in the 1980s, consumers in India had no proper way to fight against fraud and unfair business practices. For instance- Ramesh, a law professor in 1985, bought a television from a reputed shop. The TV stopped working within a week, and when he returned to the shop, the seller refused to repair or replace it. Now, he had no place to go as there was no system of law to protect him. Thousands of other consumers like him had the same problems: defective products, false advertisements, and inferior services.
Many businesses dealt with expired or fake products, and customers suffered a loss without such support. The primary issue was that advertisements made false claims, and people could not refute them. Many customers paid for services that were never delivered appropriately.
In these circumstances, the government enacted the Consumer Protection Act in 1986 to prevent fraud and deceptive business practices among buyers. Under this law, consumers like Ramesh were able to file complaints and receive redressal. It established Consumer Forums where people's issues could be brought up before it, and compensation was obtained. Since then, the law has been updated to match the challenges of today, including fraudulent online shopping and misleading digital advertisements.
Deficiency in Service
Deficiency in service means the service provider hasn't done a good job at all. Such deficiency may appear in late delivery, careless behavior, or poor service quality.
Example:
• If your internet provider continues to disconnect even after complaints, that is a deficiency in service.
• If the bank incorrectly takes money from your account and fails to correct it, it amounts to a deficiency in service.
• If a restaurant provides stale food that makes you fall sick, then that also becomes a service deficiency.
The Consumer Protection Act
The Consumer Protection Act, 2019 is a law that helps consumers get justice when they face problems with goods and services. This Act replaced the older Consumer Protection Act, 1986, making the complaint process easier and faster. It also introduced stricter rules for misleading advertisements and unfair trade practices.
Many people face problems with products and services but do not know they have legal rights. The Consumer Protection Act, 2019 and Consumer Forums help people fight against fraud, poor-quality products, and unfair business practices. This article explains these concepts in simple terms so that everyone can understand how to protect their rights.
Key Rights of Consumers Under the Act
The law gives consumers six critical rights:
1. Right to Safety – Protection from harmful or dangerous products.
2. Right to Information – Sellers must provide full details about a product before purchase.
3. Right to Choose – Consumers can choose from different brands and products.
4. Right to be Heard – Complaints must be taken seriously by sellers and authorities.
5. Right to Redressal – Consumers can ask for a refund, replacement, or compensation if something goes wrong.
6. Right to Consumer Education – People should be informed about their rights and how to use them.
The Consumer Forum
A Consumer Forum is where consumers can complain if they have been cheated. These forums exist at different levels:
1. District Consumer Forum – Handles complaints up to ₹50 lakh.
Ramesh, the law professor, purchased a television worth ₹70,000 from a reputed store. Within a few weeks, the TV developed technical issues, and despite multiple complaints, the seller refused to repair or replace it. Since the value of the disputed amount is less than ₹50 lakh, Ramesh can file a consumer complaint before the District Consumer Disputes Redressal Commission (District Forum) under the Consumer Protection Act, 2019 to seek compensation or a replacement.
State Consumer Forum – Handles cases between ₹50 lakh and ₹2 crore.
Ravi, a middle-class salaried employee, took a home loan of ₹75 lakh from a reputed bank. After making timely EMI payments for two years, he discovered that the bank was charging hidden fees and interest rates not disclosed in the agreement. Despite multiple complaints, the bank refused to correct the charges. Since the claim amount is between ₹50 lakh and ₹2 crore, Ravi can approach the State Consumer Disputes Redressal Commission to seek resolution and refund the excess charges.
National Consumer Forum – Deals with cases above ₹2 crore.
A private airline company purchased aircraft parts worth ₹5 crore from an international supplier. After installation, the airline discovered major defects, making the aircraft unsafe for operations. The supplier refused to provide replacements or refunds. Since the claim amount exceeds ₹2 crore, the airline can file a case before the National Consumer Disputes Redressal Commission (NCDRC) to seek damages for losses and breach of contract.
Consumer Protection in E-Commerce
With the rise of online shopping, many consumers face issues such as receiving defective products, late deliveries, hidden charges, and misleading advertisements. The Consumer Protection Act, 2019, has introduced special rules to protect online buyers. E-commerce platforms must provide precise product details, ensure transparency in pricing, and address customer complaints.
For example, Priya ordered a branded smartphone from an online store, but it was a duplicate product when she received the package. When the seller refused to replace it, she filed a complaint on the National Consumer Helpline (1915) and got her money refunded. Similarly, Amit booked a holiday package online, but the hotel provided was completely different from what was promised. After filing a complaint, he received compensation for the inconvenience.
Now, consumers can also challenge misleading advertisements and false reviews. Influencers and online sellers promoting fake claims can be held accountable under the law. If an online seller refuses to resolve an issue, consumers can file complaints at https://consumerhelpline.gov.in/ or approach the consumer forums for justice. These protections make online shopping safer and ensure digital buyers get the same rights as traditional shoppers.
Steps to File a Complaint
Filing a consumer complaint is easy and does not require a lawyer. Here's what you need to do:
1. Try to resolve the issue with the seller or service provider first.
2. Send a written complaint if the issue is not resolved.
3. File a complaint online on the National Consumer Helpline (https://consumerhelpline.gov.in/) or at the appropriate consumer forum.
4. Or Give a call on 1915.
5. Attach proof such as receipts, bills, warranty cards, and messages.
6. Wait for the decision, as the forum will investigate and take action.
Are Consumer Forums Useful? Most people don't complain for fear that it would be a complicated process. Consumer forums are designed to help ordinary people. They would help you to do the following:
• Have your money back, replacement, or compensation.
• Curb businesses from cheating other people.
• Promote fair and honest business practices.
Be an Aware and Responsible Consumer
The Consumer Protection Act, 2019, and Consumer Forums assist buyers in curbing fraud and poor service. Every consumer should know their rights and take action when they feel cheated. The more complaints against businesses by consumers, the more pressure on businesses to follow fair practices.
If you ever find yourself in a fix related to a product or service, please file a complaint. That is the first step towards an honest marketplace!
Jago Grahak Jago
Reference
1. Consumer Protection Act, 2019
2. Consumer Protection (E-Commerce) Rules, 2020
3. National Consumer Disputes Redressal Commission (NCDRC)
4. Consumer Helpline Portal (Online Complaints)
5. Ministry of Consumer Affairs – Acts & Rules
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