Consumer Rights
Consumer complaints, e-commerce, banking redress, and protection from unfair trade practices under Indian central law.
Covered in this guide:
- Right to File a Consumer Complaint
- E-Commerce Buyer Rights
- Banking Consumer Rights and the RBI Ombudsman
- Insurance Consumer Rights and the IRDAI Ombudsman
- Protection from Unfair Trade Practices and False Advertising
- Product Liability Rights
- Right to Information About Goods and Services
- Medical Negligence — Consumer Rights
If you've been sold a defective product or stuck with a service that doesn't work, the Consumer Protection Act, 2019 replaced the 1986 Act with three commissions — District (up to ₹50 lakh), State (up to ₹2 crore), and National (above) — that don't need a lawyer. The Act adds a dedicated e-commerce chapter, real product liability, and personal liability for misleading celebrity endorsements. The CCPA can recall products and fine advertisers. Online filing runs through the e-Jagriti portal. Banking complaints go to the RBI Integrated Ombudsman Scheme, 2021; insurance disputes to the Insurance Ombudsman.
Key Laws
Consumer Protection Act, 2019
Act No. 35 of 2019
Consumer rights, commissions, product liability
Consumer Protection (E-Commerce) Rules, 2020
GSR 462(E), 23 July 2020
E-commerce platform obligations
Bureau of Indian Standards Act, 2016
Act No. 11 of 2016
Product quality standards and certification
Food Safety and Standards Act, 2006
Act No. 34 of 2006
Food safety and labelling requirements
Legal Metrology Act, 2009
Act No. 1 of 2010
Weights, measures, and packaging declarations
Right to File a Consumer Complaint
The genius of India's consumer commission system is the cost. Filing fees start at ₹200. You do not need a lawyer. The Commission can summon the company. And the awards include not just refund — but c...
E-Commerce Buyer Rights
The 2020 e-commerce rules were the first time Indian regulators put real obligations on Amazon, Flipkart, Meesho and the rest. Before them, a refund was whatever the platform decided to give you. Afte...
Banking Consumer Rights and the RBI Ombudsman
If your bank has wronged you, the RBI Ombudsman is the most underused weapon in Indian consumer law. It is free. It is online. It deals only with banks, NBFCs and payment companies — meaning the bank...
Insurance Consumer Rights and the IRDAI Ombudsman
Insurance disputes are where many Indian consumers learn the hard way that the policy document matters more than the brochure. The good news: IRDAI has set tight statutory timelines for insurers, and...
Protection from Unfair Trade Practices and False Advertising
The most underused part of the CPA 2019 is the section on misleading advertisements. After decades of celebrities cheerfully endorsing whatever paid them, the new Act made them personally liable. Sudd...
Product Liability Rights
The Consumer Protection Act, 2019 introduced a formal product liability framework — manufacturers, sellers, and service providers can be held liable without requiring proof of negligence.Product liabi...
Right to Information About Goods and Services
Consumers have a legal right to accurate and complete information about the goods and services they purchase.Right to information (CPA 2019, s. 2(9)): Consumers have the right to be informed about the...
Medical Negligence — Consumer Rights
Medical services (whether at private hospitals or for-pay services at government hospitals) are covered under the Consumer Protection Act — patients are consumers.Consumer Commission jurisdiction over...