CONSUMER PROTECTION
FORUMS

“Permanent
Consumer Redressal Bodies in India”

1. Context 

The Supreme Court of India urged
the Centre to establish permanent consumer dispute redressal
bodies.
Emphasis: Consumer rights are constitutionally protected and
require stability, expertise, and continuity in adjudication.
Current scenario: Temporary appointments, vacant posts, poor infrastructure
→ delays, pendency, and inefficiency.

2. Need for Permanent Consumer Dispute Resolution Bodies
Judicial Endorsement of Permanency:
Temporary appointments in forums hinder continuity and
professionalism.
Recommendation: Permanent bodies with full-time presiding officers,
possibly sitting judges.
Systemic Pendency and Delays:
Over 5.5 lakh cases pending across forums
(NCDRC, 2023).
Staffing gaps and poor digital infrastructure exacerbate delays.
Digital & Cross-Border Disputes:
E-commerce projected to reach USD 200 billion by
2026.
Quick commerce to grow to USD 9.9 billion by 2029.
Rise in complaints: online fraud, data privacy, service deficiencies.

Current forums often lack technical expertise to tackle such disputes.

3. Constitutional & Legal Foundations

Constitutional Backing
Consumer protection is rooted in Directive
Principles of State Policy (DPSP), Part IV:
Article 37: DPSPs are guiding principles for
lawmaking.
Article 47: State to improve living standards, public health, and prohibit
harmful substances.
Legislative Framework
Consumer Protection Act (CPA), 1986
Protected consumers at national, state, and district
levels.
Introduced 6 key rights: Safety, Information, Choice, Hearing, Redressal,
Consumer Education.
Limitations: No provisions for online transactions, product liability, unfair
contracts, or ADR.
Consumer Protection Act (CPA), 2019
Modernized law: Covers all merchandise, enterprise
transactions, e-commerce, and product liability.
Introduced mediation cells, Central Consumer Protection Authority (CCPA).
Other Acts
BIS Act, 2016: Ensures product safety, allows
recalls.

Legal Metrology Act, 2009: Accuracy in commercial weights and measures.

Other Initiatives

DoCA Guidelines on Dark Patterns (2023): Curbs
deceptive online tactics.
Jago Grahak Jago Campaign: Awareness and consumer education.
E-Jagriti & E-Dakhil Portals: AI-enabled grievance filing and virtual
hearings.
National Consumer Helpline (1915): Toll-free, multilingual support.

 

4. Consumer Rights under CPA, 1986

Right	Meaning
Right to Safety	Protection against hazardous goods/services
Right to be Informed	Accurate product information; avoid misleading sales
Right to Choose	Access to quality goods at fair prices
Right to be Heard	Consumer interests considered in forums
Right to Seek Redressal	File complaints and get resolution
Right to Consumer Education	Lifelong education on rights and responsibilities

5. Challenges in Consumer Protection

Challenge	Suggested Measures
Low awareness of rights	Awareness campaigns, school curricula integration
Complex complaint filing	Simplify procedures, reduce paperwork
Inconsistent enforcement	Train judicial officers, capacity building under Mission Karmayogi
Rural consumers underserved	ODR integration, grievance cells in panchayats
Limited resources	Increase funding, hire staff, permanent independent body
Overburdened courts	Promote ADR, strengthen arbitration, reduce litigation costs

6. Significance of Supreme Court’s Recommendation

Permanent adjudicatory bodies → continuity,
expertise, accountability.
Addresses digital-era disputes (e-commerce, fintech, cross-border
issues).
Reduces delays and pendency, ensures timely justice.
Strengthens consumer empowerment and trust in the justice system.

7. Conclusion

Constitutionally-backed consumer rights
require efficient enforcement mechanisms.
Permanent, well-resourced, and expert-led consumer dispute bodies are key
to realizing the objectives of the CPA.
Complemented by awareness campaigns, digital platforms, and ADR
mechanisms, this ensures real consumer empowerment.