The Consumer Protection Act, 2019

The Consumer Protection Act, 2019 replaced the 1986 Act and significantly enhanced consumer rights. Key features: (i) wide definition of “consumer” now includes e-commerce buyers, (ii) Central Consumer Protection Authority (CCPA) for unfair practices and misleading ads, (iii) product liability under Chapter VI making manufacturers, sellers and service providers jointly liable, (iv) mediation as a mandatory pre-trial step, (v) higher pecuniary jurisdiction.

Forum based on value

District Commission — up to ₹50 lakh (revised threshold); State Commission Rajasthan, Jaipur — ₹50 lakh to ₹2 crore; National Commission, Delhi — above ₹2 crore. The valuation is on the goods/services + compensation claimed combined. Limitation is 2 years from cause of action under Section 69 of the CPA, 2019, extendable on sufficient cause.

Common consumer complaints

Defective electronics and appliances; deficient telecom and internet service; e-commerce non-delivery or wrong delivery (Section 84 read with E-Commerce Rules, 2020); deficient real-estate services (parallel with RERA); insurance claim repudiation; medical negligence; bank deficiency in service; airline overbooking and delay; misleading advertisement; coaching institute fraud (relevant to Kota); car/two-wheeler dealer service deficiency.

E-commerce and Kota consumers

The Consumer Protection (E-Commerce) Rules, 2020 oblige marketplaces to display: country of origin, seller details, return/refund policy, and grievance officer details. Refund timelines are statutorily fixed. Most e-commerce disputes can be filed in the buyer’s District — relief from “Termination of Service” / refund / replacement is typically granted in 6–12 months.

Reliefs you can seek

Refund of amount paid with interest; replacement of defective goods; rectification of deficient service; compensation for mental agony and harassment (typically ₹10,000–₹5,00,000 in the District Commission); punitive damages in egregious cases; costs of litigation; and product-liability damages including personal injury under Chapter VI of CPA, 2019.