A Day that Empowers Consumer Rights

Mumbai, Dec 2025 : To ensure that consumers become aware of their rights and are empowered in matters related to purchasing rights in the marketplace, December 24 is observed as National Consumer Rights Day. The theme of this year’s National Consumer Rights Day is “Efficient and Speedy Disposal through Digital Justice.” In this context, emphasis has been placed on consumer rights and online systems of functioning.

India, known as one of the largest marketplaces in the world, places great importance on the consumer movement. The consumer movement is closely connected with the economic activities of the country’s middle class, that is, buying and selling. At the same time, the middle class is an influential group in India’s politics, social structure, and economy. At present, many consumer organisations exist in India, and these organisations are seen working extensively for the middle-class society.

For the protection of consumer rights, the Consumer Protection Act was passed in the country in 1986. This law truly enabled the consumer to become the “king.” After 1991, due to the liberalised economy, new products began to emerge as essential commodities. This environment was limited mainly to urban and semi-urban areas. Subsequently, a favourable environment was created for the growth of the consumer movement.

In India, consumers have six basic rights, as defined under the Consumer Protection Act. These rights ensure safe, informed, and fair transactions in the marketplace:

1. Right to Safety – Protection against hazardous goods
2. Right to Information – The right to know complete details (price, contents, warranty)
3. Right to Choice – Availability of a variety of products and services
4. Right to Be Heard – The right to seek redressal of complaints
5. Right to Redressal – Compensation or replacement for defective goods or services
6. Right to Education – Consumer awareness and knowledge

In 2019, the law was amended. It was approved on August 9, 2019, and came into effect from July 20, 2020. This effective system introduced several new features.

E-Daakhil: Your Digital Complaint Portal
E-Daakhil is an online complaint portal launched on September 7, 2020, by the National Consumer Disputes Redressal Commission (NCDRC) of India. Its objective is to provide consumers with the opportunity to register their complaints in a paperless, fast, and transparent manner.

Procedure:
Register and verify through OTP using email or mobile number. Fill in the complaint details in the online form and upload documents (receipt, bill, etc.). Make payment of fees instantly through net banking or debit/credit card (no fee for claims up to ₹0–5 lakh). Track the complaint using the complaint ID, check status updates, and attend hearings through video conferencing.
Security: Data is encrypted and can be accessed only by authorised officials.

With the launch of the E-Daakhil portal on September 7, 2020, the entire process of filing complaints online has become paperless. Virtual hearings are conducted through video conferencing. The system works with the objectives of delivering speedy justice and resolving complaints within 90 days. Paperless procedures and quick disposal are its key features. This law empowers consumers and provides for education to increase awareness.

Key Benefits:
Complaints can be registered from anywhere. Documents can be uploaded digitally. SMS alerts are provided for quick resolution. Being paperless, all documents can be uploaded from offices, homes, or any CSC centre, ensuring transparency at every stage.

Punishment and Penalties:
The Central Consumer Protection Authority (CCPA) enforces strict penalties for violations. Misleading advertisements and wrongdoing by sellers or manufacturers attract fines and imprisonment.