Consumer Commissions mandated by the law to render simple, inexpensive and speedy adjudication of consumer complaints

Under the Consumer Protection Act, 2019, consumers can file  complaints against any defect in goods purchased or deficiencies in any services availed including any unfair/restrictive trade practices adopted, through specialized quasi-judicial agencies, commonly known as ‘Consumer Commissions’, that have been established at the District level (District Commission), State level (State Commission) and National level (National Commission). These Consumer Commissions have been mandated by the law to render simple, inexpensive and speedy adjudication of consumer complaints.

Details of consumer complaints filed in the consumer commissions across the country during the last three years 2018, 2019 and 2020 are given below-

CASES FILED IN DISTRICT COMMISSION FOR THE YEAR 2018-20

CASES FILED IN STATE COMMISSION FOR THE YEAR 2018-20

CASES FILED IN NATIONAL COMMISSION FOR THE YEAR 2018-20

In addition to the legislative measures, a National Consumer Helpline (NCH) has been set up, which serves as a pre-litigation alternate dispute resolution mechanism, with toll free number 1800-11- 4000 or short code 14404 to handle the consumer grievances. Further, to cater to the needs of consumers of different regions, six Zonal Consumer Helplines have been set up each at Ahmedabad, Bengaluru, Kolkata, Jaipur, Guwahati & Patna to attend to consumer grievances in regional languages.

The Consumer Protection Act, 2019, which has come in to force with effect from the 20^th July, 2020, provides for a number of measures for simplification of the adjudication process in the Consumer Commissions such as filing of complaints electronically and filing complaint in a Consumer Commission that has jurisdiction over the place of residence/work of the consumer, review of their own orders by the Consumer Commissions in the case of error apparent on the face of records, provision of videoconferencing for hearing, deemed admissibility of complaints if not admitted within the prescribed time limit of 21 days etc. To facilitate early disposal of consumer complaints, court annexed mediation has also been provided in the Act.

This information was given in a written reply by the Union Minister of State for Consumer Affairs, Food and Public Distribution, Shri Danve Raosaheb Dadarao in Lok Sabha today.