As a middle-class Indian consumer, you probably interact with the marketplace daily—whether it’s buying groceries, shopping online, or subscribing to services. But what happens when things go wrong? A defective product, a misleading ad, or a service provider refusing to refund your money—these are not just frustrations; they’re violations of your rights as a consumer.
Thanks to the Consumer Protection Act, 2019, you have the power to hold companies accountable. Here’s a deeper dive into the 10 things you must know to protect yourself.
1. You Have a Right to Quality Goods and Services
Every consumer has the right to goods and services that are safe, durable, and fit for their intended use. If the quality falls short—whether it’s an electronic item that stops working in a week or a car with manufacturing defects—you’re entitled to a remedy.
What you can do:
- First, contact the seller or service provider. Most will offer replacements or repairs.
- If the response is unsatisfactory, file a complaint with the appropriate forum.
- For big-ticket items, check warranties and use them to your advantage.
2. Misleading Advertisements Are a Crime
Ever bought a product because of a flashy ad only to realize it doesn’t deliver? Misleading advertisements are illegal under the law, and both companies and endorsers can be held liable. This includes exaggerated claims about health benefits, weight loss, or performance of a product.
Example: A fitness drink that claims to “boost energy instantly” but has no scientific backing can be challenged.
What you can do:
- File a complaint with the Central Consumer Protection Authority (CCPA).
- You can also approach advertising self-regulatory bodies like ASCI (Advertising Standards Council of India) for action.
3. Your Rights Extend to Online Shopping
The rise of e-commerce has made shopping convenient, but it’s also created new challenges. What if the product you receive is defective, a fake, or completely different from what you ordered? The law ensures that online platforms are equally accountable.
What you can do:
- Start by reaching out to the platform’s customer service.
- If unresolved, file a complaint with the e-commerce platform under the E-commerce Rules, 2020.
- Know your right to refunds or replacements, which must be honored if the product is defective or doesn’t match its description.
Pro tip: Always check the seller’s rating and reviews before purchasing.
4. No Harassment Over Refunds and Returns
Have you ever been told, “Sorry, no returns,” for a defective item? That’s illegal. A seller cannot refuse a refund or replacement if the product is damaged, defective, or not as described.
Key points to remember:
- For services like event tickets, travel, or subscriptions, refunds must follow clear policies.
- Refund delays can also be challenged in consumer forums.
What you can do:
- Insist on your rights by quoting the Consumer Protection Act, 2019.
- Document all conversations with the seller or service provider as evidence.
5. Filing a Complaint is Easier Than Ever
Gone are the days when you needed to hire a lawyer to fight consumer disputes. The government has simplified the process with online tools like e-Daakhil and the National Consumer Helpline (NCH).
Steps to file a complaint:
- Gather evidence—receipts, emails, photographs, or videos.
- Lodge your grievance with the company’s customer service.
- File your complaint on e-Daakhil if the issue isn’t resolved.
Why it’s effective: Online platforms are faster and cheaper than physical court visits, making justice accessible to all.
6. Compensation for Harassment or Loss
Have you faced undue stress because of a botched service or prolonged delays? The law allows you to claim compensation for emotional and financial loss.
Example: If an airline cancels your flight at the last minute and fails to provide alternatives, you can claim reimbursement for your expenses and inconvenience.
What you can do:
- File for compensation under the “deficiency in service” provision.
- Keep evidence of additional expenses caused by the delay or disruption.
7. Packaged Goods? Look for These Details
Packaged products sold in India must display critical information like:
- Maximum Retail Price (MRP)
- Expiry date and manufacturing date
- Weight or volume
- Manufacturer’s contact details
If any of this is missing or inaccurate, it’s a violation of the Legal Metrology Act.
What you can do:
- Report the product to the authorities.
- Request a replacement or refund from the seller.
Pro tip: Always insist on a bill to protect your rights.
8. Beware of Fake Reviews and Online Scams
Fake reviews and fraudulent sellers are rampant in online marketplaces. While platforms are trying to weed out these issues, as a consumer, you must stay vigilant.
What you can do:
- Cross-check reviews on multiple platforms.
- Avoid deals that sound “too good to be true.”
- Use secure payment methods to avoid fraud.
Pro tip: Platforms like Amazon and Flipkart are legally required to disclose seller details if a dispute arises.
9. Unfair Terms in Contracts Can Be Challenged
Contracts often include clauses that are heavily skewed in favor of service providers. For example, gyms imposing exorbitant cancellation fees or broadband providers with hidden charges. These are considered unfair trade practices.
What you can do:
- Refuse to sign agreements that seem unfair.
- Challenge one-sided clauses under consumer law.
- File a complaint if such terms cause financial or emotional harm.
10. Your Rights Are Backed by Strong Institutions
India’s consumer grievance redressal system is robust and tiered for accessibility:
- District Consumer Disputes Redressal Forum: Claims under ₹1 crore.
- State Consumer Commission: Claims between ₹1 crore and ₹10 crore.
- National Consumer Disputes Redressal Commission: Claims above ₹10 crore.
These courts ensure justice for consumers across all economic levels.
What you can do:
- Approach the appropriate forum based on your claim amount.
- Seek free legal aid if needed.
Take Control of Your Rights
Every time you assert your consumer rights, you’re not just protecting yourself—you’re making the marketplace fairer for everyone. Knowledge is your most powerful tool.
Have a consumer grievance? Visit ikshalegal.in for personalized assistance. Let’s work together to make your consumer journey stress-free and empowering!
What’s your experience with consumer rights? Share your story or questions with us.