Redressal Agencies Under The Consumer Protection Act

For the redressal of consumer grievances, the Consumer Protection Act 2019 provides for setting up of a three-tier enforcement machinery at the District, State, and the National levels.

Three levels of consumer dispute redressal:

• District Commission
• State Commission
• National Commission

Purpose:

• To entertain consumer complaints related to value of goods or services paid as consideration.
• To provide remedies in case of defect in goods, deficiency in services, unfair trade practice or product liability.

• Handles complaints where value of goods or services paid as consideration does not exceed ₹50 lakh.
• May direct parties to give consent for mediation if settlement seems possible.
• If parties consent, the matter is referred for mediation; if mediation fails, the complaint is decided by the Commission.
• In case of defect in goods, Commission may take sample, seal it and send for analysis to appropriate authority.
• In case of deficiency in services, dispute is decided on evidence and required documents.
• Appeal against its order lies to State Commission within 45 days from date of order.

• Established by State Government and ordinarily functions at State capital.
• Handles complaints where value of goods or services paid as consideration exceeds ₹50 lakh but does not exceed ₹2 crore.
• Appeal against its order lies to National Commission within 30 days of such order.

• Has jurisdiction over whole country.
• Handles complaints where value of goods or services paid as consideration exceeds ₹2 crores.
• Appeal against its order lies to Supreme Court of India within 30 days of such order.

• Remove defect in goods or deficiency in service.
• Replace defective product with new product free from defect.
• Refund price of product or charges paid for service.
• Pay reasonable compensation for loss or injury due to negligence.
• Pay punitive damages in appropriate cases.
• Discontinue unfair or restrictive trade practice and not repeat it.
• Not offer hazardous goods for sale and withdraw such goods from sale.
• Cease manufacture of hazardous goods and desist from hazardous services.
• Compensate for loss or injury under product liability and withdraw hazardous products from sale.
• If no appeal is filed, order of any Commission is deemed final.

• Act provides a three-tier enforcement machinery: District, State, and National Commissions.
• District Commission hears cases up to ₹50 lakh with appeal to State Commission within 45 days.
• State Commission hears cases above ₹50 lakh up to ₹2 crore, with an appeal to the National Commission within 30 days.
• National Commission hears cases above ₹2 crores with an appeal to the Supreme Court within 30 days.
• Commissions can order removal of defect, replacement, refund, compensation, punitive damages and control over hazardous goods or services.
• Orders become final if no appeal is filed by the parties.