The Consumer Protection Act, originally enacted in 1986 to safeguard consumer rights, was significantly amended in 2019. Despite these reforms, consumer awareness in India remains low. The 2019 Act established the Central Consumer Protection Authority (CCPA) along with State and District Consumer Commissions to regulate unfair trade practices, misleading advertisements, and other violations. It also introduced provisions for quicker and more effective redressal through specialised consumer forums.
However, the government’s lack of adequate administrative resources raises serious concerns about the effective implementation of the law. No substantial, research-based reforms have yet been introduced to strengthen the consumer protection framework.
Consumer rights are as vital as the fundamental rights of citizens. Under the Act, manufacturers, service providers, and sellers can be held liable for damages caused by defective goods or deficient services. The law provides for a three-tier quasi-judicial mechanism—District, State, and National Commissions—for dispute resolution through simplified procedures.
The Act empowers regulatory authorities to promote, protect, and enforce consumer rights. These powers include conducting investigations, ordering product recalls, and imposing penalties for misleading advertisements. Importantly, the 2019 Act explicitly includes e-commerce platforms and prescribes fair trade practices for online sellers.
Why Consumer Protection Act 2019 Still Struggles Despite Legal Reforms
The law guarantees six fundamental consumer rights:
Right to Safe Products
Right to Full and Clear Information
Right to Choice
Right to Hearing
Right to Redressal
Right to Consumer Education
Consumer protection includes safeguards against hazardous goods and services. It mandates transparency regarding product quality, quantity, purity, and pricing. Consumers must have access to a variety of goods and services at competitive prices. The Act also provides mechanisms to seek compensation against unfair trade practices and makes consumer awareness promotion a statutory responsibility of the government.
From Right to Safety to Right to Redressal: What Consumers Are Guaranteed by Law
Despite these provisions, India’s consumer protection system remains complex and comparatively less effective than those in many developed countries. Several challenges hinder its efficiency.
Enforcing consumer rights in an increasingly digital marketplace poses a significant difficulty. Strong regulatory mechanisms are essential to prevent exploitation and ensure access to safe and quality goods and services.
According to a survey conducted by the National Consumer Helpline, only 30% of Indians are aware of the Consumer Protection Act, 2019. While the Act has strengthened the legal framework, major gaps persist in the efficiency and accessibility of consumer courts. A study by the Indian Institute of Public Administration found that over 40% of cases in consumer courts take more than a year to be resolved, undermining the objective of timely justice.
Administrative deficiencies, particularly at the State and District Commission levels, along with poor coordination in implementation and monitoring, further weaken the system in many states.
To ensure that consumer rights are practical and not merely theoretical, reforms are urgently needed. These may include streamlining case management systems, increasing the number of consumer courts, and providing better training to judicial officers to handle complex disputes. The legal framework must also evolve to address challenges posed by e-commerce, such as online fraud, counterfeit products, and data privacy concerns.
Justice TPS Mann vs Haryana Government: Battle Over Consumer Commission Autonomy
The situation in Haryana illustrates the structural tensions within the system.
In August 2025, the Punjab and Haryana High Court intervened in a dispute between the Haryana State Consumer Commission and the state government. The court stayed certain state government orders allegedly issued against the Commission’s decisions.
The intervention followed a petition filed by the Commission’s Chairman, former High Court judge Justice TPS Mann, who accused the government of day-to-day interference in the Commission’s functioning. Justice Mann argued that such interference paralysed operations, encouraged employees to disregard lawful instructions, and weakened the institution’s independence. Senior officials reportedly described the interference as “illegal and beyond jurisdiction.”
Justice Mann, appointed Chairman on December 29, 2018, maintained that under Section 70 of the Consumer Protection Act, he is the administrative head of the State and District Commissions.
According to the petition filed before the High Court, the Principal Secretary of the Food, Civil Supplies and Consumer Protection Department had been encroaching upon the Commission’s jurisdiction for several months. The allegations include interference in transfers, disciplinary proceedings, and administrative decisions concerning appointments and postings.
Transfers, Suspensions and Jurisdiction: Inside the Haryana Consumer Commission Dispute
Several incidents have further intensified the controversy.
In one case, a Superintendent of the State Commission allegedly misbehaved with the Chairman. His transfer to the Yamunanagar Commission on charges of misconduct was reportedly halted by the Principal Secretary, and the disciplinary inquiry was suspended.
In another instance, a member of the District Consumer Forum in Panipat was transferred to Jind, but the transfer was reversed by the Principal Secretary on the grounds that it exceeded the Commission’s authority.
A letter dated March 6, 2019, from the Chief Secretary of Haryana clarified that the state government does not have authority over the Commission’s administrative and judicial proceedings. Despite this clarification, disputes have continued.
Former Additional Sessions Judge Gulab Singh, President of the Yamunanagar District Consumer Forum, also approached the Punjab and Haryana High Court seeking a transfer to Fatehabad. The matter has since escalated through judicial proceedings, and related issues are reportedly pending before higher courts.
Can Supreme Court Intervention Rescue India’s Consumer Protection System?
The final clarity on the Commission’s composition, jurisdiction, and the extent of government control is likely to emerge from the Supreme Court’s interpretation of the Consumer Protection Act, 2019. Such judicial guidance could significantly strengthen the institutional independence and effectiveness of consumer forums.
The Haryana government must address these issues seriously to ensure that consumer rights are meaningfully protected and that redressal mechanisms function efficiently.
If implemented properly, new consumer protection policies in Haryana could mark a turning point and set an example for other states. However, without administrative autonomy, institutional coordination, and resource allocation, even the strongest legal framework risks remaining ineffective.
