Consumer Protection Act 2019 is a central law that protects the interests of consumers across India. It came into force on 20 July 2020 and replaced the old Consumer Protection Act, 1986. The Act makes sure consumers get safety in case of defective products, poor services and unfair trade practices, and sets up authorities for timely settlement of consumer disputes.
If any customer is unhappy with any goods or services and feels cheated, he or she can get justice under this Act. Central Consumer Protection Authority (CCPA) promotes, protects and enforces the rights of consumers. The Act also created a new digital system for filing complaints, which has made the whole process faster and easier for people.
Consumer Protection Act 2019
Consumer Protection Act 2019 is a complete law that covers all types of consumer issues, from defective products to misleading advertisements. It gives consumers the right to file complaints before District, State and National Consumer Commissions. The Act also introduced the concept of product liability, which means a manufacturer, seller or service provider can be held responsible for harm caused by a defective product.
Key Features of Consumer Protection Act 2019
The Act has several important features that make it stronger than the old law. Some of the main points are given below.
- Central Consumer Protection Authority (CCPA) has been set up to protect, promote and enforce the rights of consumers as a class. It can act on its own or on a complaint.
- Consumer Commissions can now take up cases based on the value of the goods or services, and the limits have been raised so that more cases can be heard at the district level.
- Product liability is a new provision that holds manufacturers, sellers and service providers responsible for harm caused by defective products.
- Unfair contracts, misleading advertisements and unfair trade practices are clearly defined and can be penalised.
- Mediation rules have been added so that many disputes can be settled without going to court.
How to File a Consumer Complaint Online
Consumers can now file their complaints online through the official e-Jagriti portal. This is the unified digital platform of the Department of Consumer Affairs, launched on 1 January 2025. It has brought together the older systems like CONFONET, e-Daakhil and NCDRC-CMS into one single portal, making the whole process paperless and easy to use.
STEP 1 - Go to the official e-Jagriti portal at e-jagriti.gov.in and register yourself with your mobile number and OTP.
STEP 2 - Log in to your account and select the option to file a new consumer complaint. Fill in the details of the product or service and the issue you are facing.
STEP 3 - Upload the required documents and submit the complaint. You can also track the status of your case online and attend virtual hearings if needed.
National Consumer Helpline
For issues that can be solved before going to court, consumers can call the National Consumer Helpline (NCH) on the toll-free number 1915. The helpline is available in 17 languages and works from 8 AM to 8 PM on all seven days of the week, except on national holidays. Grievances are usually resolved within 45 days.
Consumers can also register their complaints through the official website consumerhelpline.gov.in, the NCH app, WhatsApp, SMS or email. If a complaint is not resolved at this stage, the consumer can approach the appropriate Consumer Commission under the Act.
| Detail | Information |
|---|---|
| Act Name | Consumer Protection Act, 2019 |
| Enforced By | Central Government |
| Came Into Force | 20 July 2020 |
| Main Authority | Central Consumer Protection Authority (CCPA) |
| Complaint Portal | e-Jagriti (e-jagriti.gov.in) |
| Helpline Number | 1915 (toll-free) |
| Official Website | consumeraffairs.gov.in |
Consumer Protection Act 2019 PDF
Consumers who want to read the full text of the Act can download the Consumer Protection Act 2019 PDF from the official website of the National Consumer Disputes Redressal Commission. The PDF contains the complete Act as passed by Parliament.
You can download the full Act PDF at ncdrc.nic.in. For the latest rules, regulations and guidelines made under the Act, you can check the official website of the Department of Consumer Affairs.
FAQ's
What is Consumer Protection Act 2019?
Consumer Protection Act 2019 is a central law that protects the rights and interests of consumers in India. It came into force on 20 July 2020 and replaced the old Consumer Protection Act, 1986.
How can I file a consumer complaint online?
You can file a consumer complaint online through the official e-Jagriti portal at e-jagriti.gov.in. You need to register with your mobile number, log in and submit your complaint with the required details.
What is the National Consumer Helpline number?
The National Consumer Helpline number is 1915. It is toll-free and available in 17 languages from 8 AM to 8 PM on all days except national holidays.
What is the role of CCPA?
Central Consumer Protection Authority (CCPA) protects, promotes and enforces the rights of consumers. It can inquire into violations, pass orders to recall goods, stop misleading advertisements and impose penalties.