A Study of Consumer Protection System in Indian Industries

Abstract

Consumer Protection Division is mandated to implement the Consumer Protection Act, 2019 and Rules/ Regulations made under the ibid Act. It is entrusted with the framing of policy related to the protection of interests of the consumers particularly those grievances arising in the post-sale of goods and services.
It provides for the establishment of three-tier quasi-judicial consumer disputes redressal machinery at the District, State, and National levels commonly known as “Consumer Commissions” to render simple, inexpensive, and speedy justice to consumers. These redressal agencies have the jurisdiction to adjudicate the complaints received from consumers against any defect in the goods purchased or deficiencies in the services availed or any unfair/ restrictive trade practices, etc. adopted by any trader or person. Apart from the quasi-judicial mechanism, National Consumer Helpline and Zonal Consumer Helplines also address consumer grievances under the supervision of this Division.
Mainly three schemes i.e., ICGRS (Integrated Consumer Grievance Resolution System), SCC (Strengthening of Consumer Commission), and CONFONET are being implemented in the Consumer Protection Unit (CPU) Division for the protection of consumer rights in the country.  
The CPU looks after the establishment and functioning of the Central Consumer Protection Authority (CCPA) and National Consumer Disputes Redressal Commission (NCDRC), the apex consumer court. Also, the constitution of the Central Consumer Protection Council is done by Consumer Protection Division.