Consumer Protection Act, 2019: Complaints, Mediation and E-commerce

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.