Consumer Rights in India
- Legal Amenity
- Dec 20, 2025
- 4 min read
Introduction
In today’s fast-moving digital and consumer-driven economy, consumers in India frequently purchase goods and services both online and offline. From e-commerce platforms and banking services to healthcare, real estate, and education, consumers often face issues such as defective products, misleading advertisements, overcharging, deficiency in services, and unfair trade practices.
To safeguard the interests of consumers, Indian law provides a strong legal framework through consumer rights in India, primarily governed by the Consumer Protection Act, 2019. This legislation empowers consumers with enforceable rights and establishes dedicated consumer dispute redressal mechanisms.
This blog provides a comprehensive and updated guide on consumer rights in India, including their legal basis, types of complaints, remedies, and the step-by-step complaint-filing process—designed to help consumers and businesses understand the law clearly.
What Are Consumer Rights in India?
Consumer rights are legal protections granted to individuals who purchase goods or avail services for personal use. These rights ensure fair treatment, transparency, safety, and access to justice when consumers are exploited or wronged by sellers or service providers.
In India, consumer rights are recognized and enforced under the Consumer Protection Act, 2019, which replaced the earlier 1986 Act and introduced modern provisions for e-commerce, digital transactions, and product liability.
Who Is a Consumer Under Indian Law?
According to Section 2(7) of the Consumer Protection Act, 2019, a consumer is a person who:
Buys goods for consideration (paid, promised, or partly paid)
Hires or avails services for consideration
A consumer does not include a person who purchases goods for resale or commercial purposes, except when goods are used for self-employment to earn a livelihood.
Six Fundamental Consumer Rights in India
1. Right to Safety
Consumers have the right to be protected against goods and services that are hazardous to life and property. This applies especially to food products, medicines, electrical appliances, automobiles, and medical services.
2. Right to Information
Every consumer has the right to accurate and complete information about the quality, quantity, price, ingredients, expiry date, and risks associated with goods and services. Misleading advertisements violate this right.
3. Right to Choice
Consumers must have access to a variety of goods and services at competitive prices. Forced selling, monopolistic practices, and unfair tie-in arrangements are prohibited.
4. Right to Be Heard
Consumers have the right to voice their complaints and be assured that their grievances will receive due consideration at appropriate consumer forums.
5. Right to Seek Redressal
Consumers can seek compensation, replacement, repair, refund, or discontinuation of unfair practices through consumer courts for defective goods or deficient services.
6. Right to Consumer Education
Consumers have the right to acquire knowledge and skills to be informed buyers and protect themselves against unfair trade practices.
Consumer Protection Act, 2019: Key Highlights
The Consumer Protection Act, 2019 introduced several consumer-friendly reforms, including:
E-commerce regulation and marketplace accountability
Product liability for manufacturers, sellers, and service providers
Central Consumer Protection Authority (CCPA) to curb misleading advertisements
Online filing of consumer complaints
Mediation mechanism for speedy dispute resolution
Common Types of Consumer Complaints in India
Consumers can approach consumer courts for issues such as:
Defective or substandard products
Deficiency in services (banking, insurance, telecom, healthcare)
Overcharging or hidden charges
False or misleading advertisements
Unfair trade practices
Delay in delivery or non-delivery
E-commerce frauds
Consumer Courts in India: Redressal Forums
India has a three-tier consumer dispute redressal system:
1. District Consumer Disputes Redressal Commission
Claims up to ₹1 crore
2. State Consumer Disputes Redressal Commission
Claims above ₹1 crore and up to ₹10 crore
3. National Consumer Disputes Redressal Commission (NCDRC)
Claims above ₹10 crore
Jurisdiction depends on the value of goods/services paid as consideration.
How to File a Consumer Complaint in India (Step-by-Step)
Step 1: Collect Evidence
Preserve bills, invoices, warranty cards, emails, screenshots, and communication records.
Step 2: Send a Legal Notice (Optional but Recommended)
Issue a written notice to the seller or service provider describing the grievance and seeking resolution.
Step 3: File a Complaint Online or Offline
Online: File through the National Consumer Helpline portal
Offline: Submit a written complaint before the appropriate consumer commission
Step 4: Pay Prescribed Fees
Nominal court fees apply based on claim value.
Step 5: Attend Hearings
Consumer courts follow summary procedures and aim for speedy disposal.
Reliefs Available to Consumers
Consumer courts may grant:
Refund of the price paid
Replacement or repair of goods
Compensation for loss or mental agony
Discontinuation of unfair practices
Withdrawal of misleading advertisements
Punitive damages in appropriate cases
Consumer Responsibilities in India
Along with rights, consumers should:
Be aware of product details and terms
Insist on bills and receipts
Use products as per instructions
Avoid frivolous complaints
Report unfair practices promptly
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