Online Dispute Resolution (ODR): How It Works in India
Online dispute resolution runs mediation, conciliation or arbitration remotely. How ODR works in India, where it is used, and how it differs in person.
Consumer Protection Act, 2019: Complaints and Mediation
The Consumer Protection Act, 2019 explained: consumer commissions, the Central Consumer Protection Authority, product liability and consumer mediation.
- Instrument
- Consumer Protection Act, 2019
- Jurisdiction
- India
The Consumer Protection Act, 2019 replaced the 1986 Act and expanded consumer law to cover modern product liability, misleading advertisements, unfair contracts and e-commerce. It created the Central Consumer Protection Authority and retained a three-tier adjudicatory system.
Who is a consumer?
The statutory definition generally covers a person who buys goods or hires services for consideration, including approved users and beneficiaries. Purchases for resale or commercial purpose are generally excluded, subject to the self-employment livelihood exception. Eligibility should not be assumed merely because someone purchased something.
Pecuniary and territorial jurisdiction
The original Act permits the Central Government to prescribe different pecuniary limits. Under the current 2021 rules, the relevant measure is the value of goods or services paid as consideration: up to ₹50 lakh for District Commissions, above ₹50 lakh and up to ₹2 crore for State Commissions, and above ₹2 crore for the National Commission. These limits can change by rule and should be verified when filing.
Territorial jurisdiction has separate statutory rules, including the place of business or residence of parties and, in appropriate cases, where the complainant resides or works for gain.
Online filing
The official system now uses e-Jagriti for online filing and case information. Older references to e-Daakhil should be updated because government platforms and workflows have migrated.
Mediation
Under Section 37, the Commission may identify elements of settlement and invite the parties to consent in writing. It cannot compel mediation. The Consumer Protection (Mediation) Rules exclude specified categories, including matters involving serious medical negligence, serious injury or death, non-compoundable or serious offences, fraud, forgery, impersonation and matters affecting numerous non-parties or public interest.
Where settlement is reached, the mediator submits the agreement and report. Under Sections 80–81, the Commission records a full or partial settlement by order and continues with any unresolved issues. A consumer settlement under this statutory route therefore derives binding effect from the Commission's order, not merely from a private handshake.
Wider remedies
The Act also supports product-liability claims, regulatory action by the CCPA and measures against unfair trade practices and misleading advertisements. A consumer may also have remedies under another statute, contract, regulator or sectoral ombudsman. The correct forum depends on the cause of action and relief sought.
For practical routes to a refund or replacement, see consumer and e-commerce disputes.
Key provisions in plain language
- Section 2 (Definitions)
- Defines consumer, complaint, defect, deficiency, unfair contract, unfair trade practice, product liability and e-commerce-related expressions.
- Section 10 (CCPA)
- Provides for the Central Consumer Protection Authority to address violations of consumer rights, unfair trade practices and false or misleading advertisements.
- Sections 28–58 (Commissions)
- Establish the District, State and National Commissions. Pecuniary thresholds are subject to the current rules and are based on consideration paid.
- Section 37 (Referral to mediation)
- Allows referral only after the parties give written consent and subject to prescribed exclusions.
- Sections 74–81 (Consumer mediation)
- Establish mediation cells, mediator panels and procedure, and require the Commission to pass an order recording a full or partial settlement.
- Sections 82–87 (Product liability)
- Create product-liability claims against manufacturers, service providers and sellers subject to the statutory conditions and exceptions.
Common questions
Can a Commission refer a complaint to mediation?
Yes. If the Commission sees elements of a possible settlement, it may invite written consent. A referral follows only when the parties agree in writing, and prescribed categories cannot be referred.
Source: Consumer Protection Act, 2019, Section 37
Where are consumer cases filed online?
The current official online filing and case-management platform is e-Jagriti. Portal names and procedures can change, so users should follow the current Commission and Department of Consumer Affairs links rather than an old e-Daakhil reference.
How is pecuniary jurisdiction determined?
The Act uses the value of goods or services paid as consideration, not the compensation claimed. The monetary limits are prescribed by rules and may change; under the current 2021 jurisdiction rules, District Commissions cover up to ₹50 lakh, State Commissions above ₹50 lakh and up to ₹2 crore, and the National Commission above ₹2 crore.
Source: Consumer Protection Act, 2019, Sections 34, 47 and 58; 2021 Jurisdiction Rules
Is a mediated settlement binding?
The mediator sends the settlement report to the Commission, and the Commission passes an order recording the settlement. No appeal lies from the specified order passed pursuant to the mediated settlement.
Source: Consumer Protection Act, 2019, Sections 80–81 and the applicable appeal provisions
Can every consumer case be mediated?
No. Referral is consensual and prescribed categories are excluded, including specified serious injury, medical-negligence, compounding-offence, fraud, forgery and public-interest matters under the mediation rules.
Discuss your situation
Request a preliminary discussion or case assessment to assess your situation. Share only a short, non-confidential summary; sending an enquiry does not create a lawyer-client relationship or confirm acceptance of a matter.
General information only — not legal advice.
Sources
- Consumer Protection Act, 2019Dated
- Consumer Protection (Mediation) Rules, 2020Checked
- Consumer Protection (Jurisdiction of District Commission, State Commission and National Commission) Rules, 2021Checked
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