The Consumer Protection Act, 2019 gives every consumer six statutory rights -- to safety, to be informed, to choose, to be heard, to seek redressal, and to consumer education -- enforceable through a three-tier Commission system (District, State, National) or, for large-scale violations, through the Central Consumer Protection Authority, which can order recalls, refunds, and penalties on its own initiative.
The six consumer rights under Section 2(9)
The Consumer Protection Act, 2019 (CPA 2019), which replaced the 1986 Act, defines “consumer” in
Section 2(7) and sets out six rights in Section 2(9): the right to safety (protection against goods and
services hazardous to life and property), the right to be informed (about quality, quantity, and price), the
right to choose (access to a variety of goods/services at competitive prices), the right to be heard, the
right to seek redressal against unfair or restrictive trade practices, and the right to consumer education.
These rights underpin every remedy available under the Act.
Who can be held liable, and for what
A complaint can address a “deficiency” in service (Section 2(11)), a “defect” in goods
(Section 2(10)), or an “unfair trade practice” (Section 2(47)) -- a broad category covering false
representations, misleading advertisements, and deceptive pricing. Remedies a Commission can order include
replacement, refund with interest, compensation for loss or injury, removal of the defect or deficiency, and
discontinuation of the unfair practice, and in appropriate cases a Commission can also award costs against a
party found to have filed a frivolous or vexatious complaint, or against an opposite party whose conduct is
found particularly egregious.
The Central Consumer Protection Authority (CCPA)
Sections 10-27 create the CCPA, a regulator with suo motu power (it can act without waiting for an
individual complaint) to investigate violations, order product recalls, direct refunds, and penalize
misleading advertisements -- up to ₹10 lakh for a first violation and ₹50 lakh for repeat violations,
with the endorser of a misleading ad also potentially liable. This gives consumers a regulatory route in
addition to filing an individual case before a Commission, and is particularly useful for NRIs who encounter
a widespread deceptive practice affecting many consumers rather than a single personal transaction, since a
CCPA complaint does not require the same individual proof-of-loss showing that an ordinary Commission
complaint does.
Do I need a lawyer to file a consumer complaint in India?
No -- the Consumer Protection Act deliberately allows a consumer to file and argue a complaint in person
before a District, State, or National Commission without a lawyer, and complaints can now also be filed
online through the e-Jagriti portal (the unified platform that absorbed the earlier e-Daakhil portal from
1 January 2025).
What is the difference between a defect and a deficiency?
A “defect” (Section 2(10)) refers to a fault, imperfection, or shortcoming in the quality,
quantity, or standard of goods. A “deficiency” (Section 2(11)) is the equivalent concept for
services -- any fault or inadequacy in the manner or quality of performance required by law or contract.
Can an NRI file a consumer complaint in India for a purchase made while abroad?
It depends on where the goods/services were purchased or availed and where the opposite party carries on
business -- an NRI who bought from an India-based seller, or from an e-commerce entity covered by the CPA
2019's E-Commerce Rules (which extend to overseas sellers serving Indian consumers), can generally file
before the Commission with jurisdiction over that transaction.
