Redressal

The essentials

The Consumer Protection Act, 2019 provides a three-tier quasi-judicial machinery for the redressal of consumer complaints: the District Consumer Disputes Redressal Commission, the State Consumer Disputes Redressal Commission and the National Consumer Disputes Redressal Commission. Each handles complaints up to a certain value of goods or services, and these limits can be changed by rules, so students should check the latest figures.

Key points

• Who can file a complaint: a consumer; any registered voluntary consumer association; the Central or State Government; the Central Consumer Protection Authority; one or more consumers on behalf of many consumers having the same interest; the legal heir or representative of a deceased consumer; and, in the case of a minor, the parent or legal guardian.
• Appeals: a party not satisfied with the order of the District Commission can appeal to the State Commission within 45 days; against the State Commission's order, an appeal lies with the National Commission within 30 days; and against the National Commission's order, an appeal lies with the Supreme Court within 30 days.
• Remedies: removing the defect in goods; replacing the defective product; refunding the price paid; paying compensation for loss or injury; paying punitive damages in suitable cases; removing the deficiency in service; discontinuing an unfair trade practice; not offering hazardous goods for sale; withdrawing hazardous goods from sale; stopping the manufacture of hazardous goods; paying a sum to a consumer welfare fund; issuing corrective advertisements; and paying adequate costs to the complainant.

Exam tips

• Remember the appeal chain: District → State → National → Supreme Court.
• A corrective advertisement is used to undo the effect of a misleading advertisement.

Common mistakes

• Thinking only the individual buyer can file a complaint. Registered consumer associations and governments can too.
• Mixing up the time limits: 45 days from District to State, 30 days for the later appeals.