world consumer rights day
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World Consumer Rights Day 2025

Context:

  • On March 15th, World Consumer Rights Day was celebrated, an annual observance that serves as an important reminder of the ongoing need to uphold and protect consumer rights.
  • Theme: ‘A Just Transition to Sustainable Lifestyles.’

History

  • It was first observed in 1983.
  • This date marks President John F. Kennedy’s March 15, 1962, address to the US Congress, where he became the first world leader to formally recognize consumer rights.

Key Initiatives in Consumer Rights Protection

  • The Department of Consumer Affairs, Government of India, launched initiatives to empower consumers, enhance grievance redressal, and ensure a fair marketplace.
  • In 2024, Key developments included updates to e-commerce regulations, digital consumer protection, product safety standards, and sustainable consumption initiatives.
  • Consumer Protection Act, 2019
    • The Consumer Protection Act, of 1986 was replaced with the Consumer Protection Act, of 2019.
    • It establishes a three-tier quasi-judicial system at the District, State, and Central levels, known as “Consumer Commissions.”
    • Under Section 38(7) of the Consumer Protection Act, 2019, complaints must be resolved promptly, ideally within three months if no analysis or testing is required, and within five months if testing is needed.
  • Consumer Welfare Fund
  • It aims to support consumer welfare and strengthen the consumer movement.
  • States/UTs receive a one-time seed grant (75:25 basis, or 90:10 for Special Category states/UTs) to establish a Consumer Welfare Fund.
  • In FY 2024-25, ₹32.68 crore have been  released to states for this purpose. As such, out of 28 States and 8 UTs, 24 States and 1 UT have established the Consumer Welfare (Corpus) Funds.
  • Strengthening Consumer Grievance Redressal Mechanisms
    • Expansion of E-Daakhil for Online Consumer Complaints: Launched on 7th September 2020 by the National Consumer Dispute Redressal Commission, the e-Daakhil portal provides an inexpensive, speedy, and hassle-free way to file consumer complaints.
    • e-Jagriti: It will streamline case filing, tracking, and management, reducing delays and paperwork through automation, ensuring faster dispute resolution, and enhancing the accessibility and effectiveness of the justice system for consumers and stakeholders.
  • Enhancements to the National Consumer Helpline (NCH)
    • The NCH is a central platform for efficient consumer grievance redressal, with the NCH 2.0 initiative enhancing complaint management through AI-powered Speech Recognition, a Translation System, and a Multilingual Chatbot.
    • Integrated with regulatory bodies like the Food Safety and Standards Authority of India (FSSAI) and Bureau of Indian Standards (BIS), it ensures faster resolutions.
    • Complaints can be registered via toll-free number 1915 or through the INGRAM portal (Integrated Grievance Redressal Mechanism), which offers multiple channels including WhatsApp, SMS, email, the NCH app, web portal, and the Umang app for easy access.
  • Jaago Grahak Jaago Portal and Mobile App
    • The Department of Consumer Affairs offers e-commerce safety alerts through the JaagoGrahak Jaago portal and mobile app, helping consumers identify unsafe URLs and empowering them with resources to make informed decisions and assert their rights.

Consumer Protection in E-Commerce and Digital Transactions

  • New E-Commerce Guidelines
    • The Department of Consumer Affairs notified the Consumer Protection (E-commerce) Rules, 2020, under the Consumer Protection Act, 2019, outlining the responsibilities and liabilities of e-commerce entities, including grievance redressal provisions.
    • Additionally, the Central Consumer Protection Authority (CCPA) issued the “Guidelines for Prevention and Regulation of Dark Patterns, 2023,” addressing 13 specific dark pattern practices in e-commerce to protect consumers from misleading tactics.
  • E-Commerce – Principles and Guidelines for Self-Governance Draft Standard by BIS
    • The draft Indian standard on “E-Commerce – Principles and Guidelines for Self-Governance” by BIS, aims to create a transparent, fair, and consumer-friendly framework for online marketplaces.
    • It covers three key phases—pre-transaction, contract formation, and post-transaction— to ensure ethical e-commerce operations.
    • It prevents deceptive pricing, hidden charges, and forced bundling, ensures secure payments and clear refund policies, and includes anti-counterfeiting measures, requiring platforms to address fake product complaints promptly.
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