New Delhi, Dec 23 — India will observe National Consumer Day on December 24 with a renewed focus on technology-driven and time-bound consumer grievance redressal, as the Department of Consumer Affairs highlights major gains under the theme “Efficient and Speedy Disposal through Digital Justice.”
The day marks the anniversary of the Consumer Protection Act, 1986, which laid the foundation for consumer rights in the country. Officials said the 2025 observance reflects India’s transition towards a digital, accessible and inclusive consumer justice ecosystem, anchored by platforms such as e-Jagriti and the upgraded National Consumer Helpline 2.0.
Faster Disposal Under Consumer Protection Act, 2019
The Consumer Protection Act, 2019, which replaced the 1986 law, has strengthened safeguards against unfair trade practices and streamlined dispute resolution through a three-tier adjudicatory system—District, State and National Consumer Commissions.
In July 2025, ten states and the National Consumer Disputes Redressal Commission (NCDRC) recorded disposal rates exceeding 100 per cent, indicating that more cases were resolved than newly filed during the period.
e-Jagriti Platform Transforms Consumer Redressal
Launched on January 1, 2025, the e-Jagriti platform integrates earlier systems such as e-Daakhil, OCMS and CONFONET into a single digital interface. The platform enables online filing, virtual hearings, real-time case tracking and digital payments.
As of mid-November 2025, e-Jagriti has facilitated the filing of over 1.35 lakh cases and the disposal of 1.31 lakh cases, supported by more than 2.81 lakh registered users, including NRIs. The system supports multilingual access, voice-to-text features and assistive tools for senior citizens and persons with disabilities.
Officials cited a recent case from West Tripura, where a consumer secured relief worth over ₹1.67 lakh within five months for a long-pending refrigerator defect dispute, as an example of faster digital justice delivery.
AI-Enabled National Consumer Helpline 2.0
The National Consumer Helpline (NCH) has been upgraded to AI-enabled NCH 2.0, offering multilingual chatbot assistance and faster pre-litigation grievance resolution. The helpline now resolves over 12 lakh complaints annually, with refunds worth ₹27.61 crore facilitated between April and October 2025.
Consumer outreach has expanded sharply, with monthly calls rising from 12,553 in 2015 to over 1.55 lakh in December 2024, and digital channels now accounting for nearly 65 per cent of grievance registrations.
Crackdown on Dark Patterns and Misleading Practices
Through the Jago Grahak Jago portal and mobile apps, the government is deploying AI tools hosted on the Airawat supercomputer to detect deceptive online practices, commonly referred to as dark patterns. The Central Consumer Protection Authority (CCPA) has issued guidelines to curb practices such as drip pricing, disguised advertisements and false urgency.
Strengthening Quality and Standards
The Bureau of Indian Standards (BIS) continues to play a central role in quality assurance, with over 22,300 Indian Standards currently in force. Mandatory certification has expanded to 773 products under Quality Control Orders.
Meanwhile, the National Test House (NTH) has reported strong growth, with testing volumes rising by over 60 per cent in 2024–25 and revenues nearing ₹44.45 crore, supported by increasing digitisation of laboratory services.
Legal Metrology Reforms
Recent amendments to Legal Metrology Rules (2025) have strengthened labelling norms, expanded approved testing centres, enhanced country-of-origin disclosures for e-commerce platforms, and tightened pricing transparency, officials said.
Consumer Welfare Fund Support
During FY 2024–25, the Centre released ₹38.68 crore to States and UTs under the Consumer Welfare Fund, supporting awareness programmes and consumer protection initiatives.
Officials said National Consumer Day 2025 underscores India’s commitment to a transparent, fair and consumer-centric marketplace, where digital tools are enabling faster justice, stronger accountability and informed consumer choices.
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