{"id":3447,"date":"2025-03-18T11:52:09","date_gmt":"2025-03-18T06:22:09","guid":{"rendered":"https:\/\/theeducationoverview.in\/?p=3447"},"modified":"2025-03-18T11:52:09","modified_gmt":"2025-03-18T06:22:09","slug":"world-consumer-rights-day-2025","status":"publish","type":"post","link":"https:\/\/theeducationoverview.in\/?p=3447","title":{"rendered":"World Consumer Rights Day 2025"},"content":{"rendered":"
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World Consumer Rights Day 2025<\/strong><\/span><\/h2>\n


\nKey Initiatives and Developments in Consumer Protection<\/span><\/strong><\/span><\/h3>\n<\/div>\n
Posted On: 14 MAR 2025 5:19PM by PIB Delhi<\/strong><\/span><\/div>\n
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Introduction<\/strong><\/span><\/p>\n

World Consumer Rights Day, observed annually on\u00a0March 15, serves as an essential reminder of the need to\u00a0uphold consumer rights and protection. The day is an opportunity to promote the\u00a0basic rights\u00a0of all consumers and encourage those rights to be\u00a0respected\u00a0and\u00a0protected. World Consumer Rights Day was first observed in\u00a01983. This date was chosen to commemorate\u00a0President John F. Kennedy’s\u00a0address to the US Congress on March 15, 1962, where he became the\u00a0first world leader\u00a0to\u00a0formally recognize consumer rights.<\/strong><\/span><\/p>\n

The theme for\u00a0World Consumer Rights Day 2025\u00a0is,\u00a0\u2018A Just Transition to Sustainable Lifestyles.\u2019 This theme reflects the urgent need to make sustainable and healthy lifestyle choices available, accessible, and affordable for all consumers \u2013 while ensuring that these transitions uphold people\u2019s basic rights and needs. This year\u2019s campaign highlights the pathways needed to achieve sustainable lifestyles and call for stronger consumer protection and empowerment worldwide.<\/strong><\/span><\/p>\n

<\/strong><\/span><\/p>\n

The\u00a0Department of Consumer Affairs, Government of India, has introduced several new initiatives and policies to empower consumers, strengthen grievance redressal mechanisms, and ensure a transparent and fair marketplace. In 2024, major developments included improvements in\u00a0e-commerce regulations,\u00a0digital consumer protection,\u00a0product safety standards, and\u00a0sustainable consumption initiatives.<\/strong><\/span><\/p>\n

Consumer Protection Act, 2019<\/strong><\/span><\/p>\n

With a view to\u00a0modernize\u00a0the\u00a0framework governing\u00a0the consumer protection in the new era of globalization, technologies, e-commerce markets etc., the Consumer Protection Act, 1986 was repealed and\u00a0Consumer Protection Act, 2019\u00a0was enacted. The Consumer Protection Act, 2019 provides for a\u00a0three tier quasi-judicial machinery\u00a0at District, State and Central levels commonly known as \u201cConsumer Commissions\u201d for protection of the rights of consumers and to provide simple and speedy redressal of consumer disputes including those related with unfair trade practices. The Consumer Commissions are empowered to give relief of a specific nature and award, wherever appropriate, compensation to consumers.<\/strong><\/span><\/p>\n

<\/strong><\/span><\/p>\n

Further, in terms of\u00a0Section 38 (7)\u00a0of the Consumer Protection Act, 2019, every complaint shall be disposed of as expeditiously as possible and endeavour shall be made to decide the complaint within a period of\u00a0three months\u00a0from the date of receipt of notice by opposite party where the complaint does not require analysis or testing of commodities and\u00a0within five months\u00a0if it requires analysis or testing of commodities.<\/strong><\/span><\/p>\n

Consumer Welfare Fund<\/strong><\/span><\/p>\n

The overall objective of the Consumer Welfare Fund is to provide\u00a0financial assistance\u00a0to promote and protect the welfare of consumers and strengthen the consumer movement in the country. Under the Rules, funds are given to the states\/UTs as seed money as one time grant on\u00a075:25 basis\u00a0(90:10 in the case of Special Category states\/UTs) to create a\u00a0Consumer Welfare (Corpus) Fund. The states\/UTs are required to carry out activities to provide coverage to projects for consumer welfare of local relevance out of the interests generated in the Corpus Fund every year.<\/strong><\/span><\/p>\n

During the\u00a0FY 2024-25,\u00a0\u20b932.68 crore\u00a0have been released to various states for the establishment\/enhancement of their respective State Consumer Welfare (Corpus) Fund as Central Govt. share. As such, out of 28 States and 8 UTs,\u00a024 States\u00a0and\u00a01 UT\u00a0have established the Consumer Welfare (Corpus) Funds.<\/strong><\/span><\/p>\n

Strengthening Consumer Grievance Redressal Mechanisms<\/strong><\/span><\/p>\n

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  1. Expansion of E-Daakhil for Online Consumer Complaints<\/strong><\/span><\/li>\n<\/ol>\n

    Going through restrictions on consumers due to COVID-19, the E-Daakhil portal was introduced as\u00a0inexpensive, speedy\u00a0and\u00a0hassle-free mechanism\u00a0for filing consumer complaints. E-Daakhil is an innovative online platform designed to streamline the\u00a0consumer grievance redressal process, providing an efficient and convenient way for consumers to approach the relevant consumer forum, dispensing the need to travel and be physically present to file their grievances. Since its inception, E-Daakhil has been a game-changer in promoting consumer rights and ensuring timely justice.<\/strong><\/span><\/p>\n

    The portal offers an intuitive and easy-to-navigate interface, allowing consumers to file complaints with minimal effort. From filing complaints to tracking their status, E-Daakhil ensures a paperless and transparent process with respect to filing of cases.<\/strong><\/span><\/p>\n

    <\/strong><\/span><\/p>\n

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    The E-Daakhil portal was first launched on\u00a07th<\/sup>\u00a0September 2020\u00a0by the\u00a0National Consumer Dispute Redressal Commission.\u00a0In furtherance to the launching of E-Daakhil across the country, the government has also launched\u00a0e-Jagriti,\u00a0which will\u00a0further streamline case filing, tracking, and management, ensuring a hassle-free experience for consumers and other stakeholders. It will also facilitate\u00a0seamless communication between all parties, allowing for faster resolution of disputes. By automating and digitizing the process, e-Jagriti will reduce delays, minimize paperwork, and ensure timely disposal of cases, ultimately contributing to a more effective and accessible justice system for consumers.<\/strong><\/span><\/p>\n

      \n
    1. Enhancements to the National Consumer Helpline (NCH)<\/strong><\/span><\/li>\n<\/ol>\n

      The NCH has emerged as a central point of access for consumers seeking to address their grievances. It has played an essential role in enabling consumers to register complaints and seek resolutions in an efficient and effective manner. To further enhance the consumer grievance redressal process, the National Consumer Helpline (NCH) has rolled out the\u00a0NCH 2.0 initiative, which incorporates advanced technologies to streamline complaint handling. This includes the introduction of\u00a0AI-powered Speech Recognition, a Translation System, and a Multilingual Chatbot. The NCH was upgraded with AI-powered assistance and extended multilingual support to help consumers lodge grievances effectively. Additionally, the helpline was further integrated with various regulatory bodies such as the\u00a0Food Safety and Standards Authority of India (FSSAI)\u00a0and the\u00a0Bureau of Indian Standards (BIS)\u00a0for swift resolution of consumer issues.<\/strong><\/span><\/p>\n

      The number of calls received by NCH have grown more than tenfold, from 12,553 in December 2015 to\u00a01,55,138\u00a0in\u00a0December 2024. The Department has revamped the\u00a0National Consumer Helpline (NCH), making it a central platform for grievance redressal at the pre-litigation stage. Available in\u00a017 languages, including Hindi, English, and regional languages, the helpline allows consumers to register complaints via the\u00a0toll-free number 1915. Complaints can also be filed through the\u00a0Integrated Grievance Redressal Mechanism (INGRAM)\u00a0portal, which provides multiple channels such as WhatsApp, SMS, email, the NCH app, web portal, and the\u00a0Umang app\u00a0for ease of access.<\/strong><\/span><\/p>\n

      <\/strong><\/span><\/p>\n

      NCH has also partnered with\u00a0over 1000 companies\u00a0under its\u00a0Convergence Programme\u00a0to expedite grievance resolution. These companies span major sectors, including e-commerce, travel and tourism, private education, FMCG, consumer durables, electronic products, retail outlets, automobiles, DTH & cable services, and banking. Complaints related to these convergence companies are\u00a0directly transferred\u00a0to them for online resolution.<\/strong><\/span><\/p>\n

        \n
      1. Jaago Grahak Jaago Portal and Mobile App<\/strong><\/span><\/li>\n<\/ol>\n

        The\u00a0Department of Consumer Affairs\u00a0provides\u00a0essential e-commerce\u00a0information\u00a0about all URLs during a consumer\u2019s online activities, alerting them if any URL may be unsafe and requires caution, through the\u00a0Jaago Grahak Jaago online portal\u00a0and the recently launched\u00a0mobile application. These portals are dedicated to\u00a0empowering consumers\u00a0by providing them with the information, resources and support they need to make informed decisions and assert their rights in the marketplace.<\/strong><\/span><\/p>\n

        \"\"<\/strong><\/span><\/p>\n

        Consumer Protection in E-Commerce and Digital Transactions<\/strong><\/span><\/p>\n

          \n
        1. New E-Commerce Guidelines<\/strong><\/span><\/li>\n<\/ol>\n

          To safeguard consumers from unfair trade practices in e-commerce, the Department of Consumer Affairs has also notified the\u00a0Consumer Protection (E-commerce) Rules, 2020\u00a0under the provisions of the Consumer Protection Act, 2019. These rules, inter-alia, outline the responsibilities of e-commerce entities and specify the liabilities of marketplace and inventory e-commerce entities, including provisions for customer grievance redressal.<\/strong><\/span><\/p>\n

          \"\"<\/strong><\/span><\/p>\n

          The\u00a0Central Consumer Protection Authority (CCPA)\u00a0issued the\u00a0\u201cGuidelines for Prevention and Regulation of Dark Patterns, 2023\u201d\u00a0on 30th November, 2023. These guidelines address and regulate\u00a013 specific dark patterns\u00a0identified in the ecommerce sector, aiming to prevent deceptive practices that mislead consumers.\u00a0<\/strong><\/span><\/p>\n

            \n
          1. E-Commerce \u2013 Principles and Guidelines for Self-Governance Draft Standard by BIS<\/strong><\/span><\/li>\n<\/ol>\n

            The\u00a0draft Indian standard on “E-Commerce \u2013 Principles and Guidelines for Self-Governance”\u00a0by the Bureau of Indian Standards (BIS) aims to establish a transparent, fair, and consumer-friendly framework for online marketplaces. It outlines principles across three key phases\u2014pre-transaction, contract formation, and post-transaction\u2014to ensure ethical e-commerce operations. The document mandates\u00a0clear product disclosures, including pricing breakdowns, seller details, country of origin, return policies, and data privacy measures. It enforces explicit consumer consent for transactions, prohibits misleading advertisements, and strengthens grievance redressal mechanisms under the\u00a0Consumer Protection Act, 2019. Additionally, it introduces strict measures against counterfeit products, unfair trade practices, and preferential treatment of sellers, ensuring a level playing field for all stakeholders.<\/strong><\/span><\/p>\n

            By prioritizing\u00a0consumer rights and fair business practices, the standard seeks to\u00a0empower buyers with greater transparency and security in online transactions. It prevents deceptive pricing, hidden charges, and forced bundling of services while ensuring\u00a0secure payment processes\u00a0and clear refund policies. The document also includes\u00a0anti-counterfeiting measures, requiring platforms to swiftly address complaints regarding fake products. Additionally, it mandates that e-commerce platforms\u00a0protect consumer data, obtain explicit consent for marketing communications, and provide accessible mechanisms for dispute resolution. If implemented, this framework will enhance consumer trust in e-commerce, promote ethical business conduct, and create a more accountable digital marketplace in India.<\/strong><\/span><\/p>\n

            As India observes World Consumer Rights Day 2025, the focus remains on ensuring a safer, more transparent, and consumer-friendly economy.<\/strong><\/span><\/p>\n

            References<\/strong><\/span><\/p>\n

            https:\/\/pib.gov.in\/PressReleasePage.aspx?PRID=2088051<\/a><\/strong><\/span><\/p>\n

            https:\/\/pib.gov.in\/PressReleasePage.aspx?PRID=2100545<\/a><\/strong><\/span><\/p>\n

            https:\/\/pib.gov.in\/PressReleseDetailm.aspx?PRID=2077618<\/a><\/strong><\/span><\/p>\n

            https:\/\/pib.gov.in\/PressNoteDetails.aspx?NoteId=151874<\/a><\/strong><\/span><\/p>\n

            https:\/\/www.consumersinternational.org\/what-we-do\/world-consumer-rights-day\/a-just-transition-to-sustainable-lifestyles-2025\/<\/a><\/strong><\/span><\/p>\n

            https:\/\/www.facebook.com\/MyGovIndia\/posts\/consumer-protection-act-2019-comes-into-force-which-empowers-and-protects-the-ri\/3162267540554080\/<\/a><\/strong><\/span><\/p>\n

            https:\/\/pib.gov.in\/PressReleaseIframePage.aspx?PRID=2076557<\/a><\/strong><\/span><\/p>\n

            https:\/\/pib.gov.in\/PressReleaseIframePage.aspx?PRID=2077857<\/a><\/strong><\/span><\/p>\n

            https:\/\/e-jagriti.gov.in\/<\/a><\/strong><\/span><\/p>\n

            https:\/\/sansad.in\/getFile\/loksabhaquestions\/annex\/183\/AU3702_dFKDBW.pdf?source=pqals<\/a><\/strong><\/span><\/p>\n

            https:\/\/www.services.bis.gov.in\/tmp\/WCSSD41126940_16012025_1.pdf<\/a><\/strong><\/span><\/p>\n

            https:\/\/pib.gov.in\/PressReleasePage.aspx?PRID=2057940<\/a><\/strong><\/span><\/p>\n

            https:\/\/x.com\/jagograhakjago<\/a><\/strong><\/span><\/p>\n

            Kindly find the pdf file.<\/a><\/strong><\/span><\/p>\n

            ***<\/strong><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

            World Consumer Rights Day 2025 Key Initiatives and Developments in Consumer Protection Posted On: 14 MAR 2025 5:19PM by PIB Delhi Introduction World Consumer Rights Day, observed annually on\u00a0March 15, serves as an essential reminder of the need to\u00a0uphold consumer rights and protection. The day is an opportunity to promote the\u00a0basic rights\u00a0of all consumers and …<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-3447","post","type-post","status-publish","format-standard","hentry","category-education-news"],"_links":{"self":[{"href":"https:\/\/theeducationoverview.in\/index.php?rest_route=\/wp\/v2\/posts\/3447","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/theeducationoverview.in\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/theeducationoverview.in\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/theeducationoverview.in\/index.php?rest_route=\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/theeducationoverview.in\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=3447"}],"version-history":[{"count":1,"href":"https:\/\/theeducationoverview.in\/index.php?rest_route=\/wp\/v2\/posts\/3447\/revisions"}],"predecessor-version":[{"id":3449,"href":"https:\/\/theeducationoverview.in\/index.php?rest_route=\/wp\/v2\/posts\/3447\/revisions\/3449"}],"wp:attachment":[{"href":"https:\/\/theeducationoverview.in\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=3447"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/theeducationoverview.in\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=3447"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/theeducationoverview.in\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=3447"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}