World Consumer Rights Day 2025

Key Initiatives and Developments in Consumer Protection

1. Introduction

• Date: Observed annually on March 15.
• Purpose: To promote and protect consumer rights globally.
• Historical Context: First observed in 1983, commemorating President John F. Kennedy's 1962 address recognising consumer rights.

2. Theme for 2025

• Theme: “A Just Transition to Sustainable Lifestyles.”
• Focus: Emphasises the need for sustainable and healthy lifestyle choices that are accessible and affordable, while upholding consumer rights.

3. Key Initiatives by the Department of Consumer Affairs, India

 Consumer Protection Act, 2019:

• •  Replaced the Consumer Protection Act, 1986.
  • Establishes a three-tier quasi-judicial system (District, State, Central Consumer Commissions) for consumer dispute redressal.
  • Aims for speedy resolution of complaints (3 months for non-testing cases, 5 months for testing cases).

 Consumer Welfare Fund:

• •  Provides financial assistance to promote consumer welfare.
  • ₹32.68 crore released in FY 2024-25 to establish State Consumer Welfare Funds in 24 States and 1 UT.

4. Strengthening Grievance Redressal Mechanisms

 E-Daakhil Portal:

• •  Launched to facilitate online filing of consumer complaints.
  • Streamlines the grievance redressal process, making it paperless and efficient.

 National Consumer Helpline (NCH):

• • Upgraded to NCH 2.0 with AI-powered features for better complaint handling.
  • Available in 17 languages, allowing consumers to register complaints via multiple channels (toll-free number, WhatsApp, SMS, etc.).
  • Partnered with over 1000 companies for expedited grievance resolution.

 Jaago Grahak Jaago Portal and App:

• • Provides information on e-commerce safety and alerts consumers about unsafe URLs.

5. Consumer Protection in E-Commerce

 E-Commerce Guidelines:

• • Consumer Protection (E-commerce) Rules, 2020, outline responsibilities of e-commerce entities and grievance redressal mechanisms.

 Guidelines for Prevention and Regulation of Dark Patterns, 2023:

• • Issued by the Central Consumer Protection Authority (CCPA) to prevent deceptive practices in e-commerce.

 BIS Draft Standard on E-Commerce:

• •  Establishes principles for ethical online marketplaces, ensuring transparency, fair practices, and consumer rights protection.

6. Conclusion

• •  As India observes World Consumer Rights Day 2025, the focus is on creating a safer, more transparent, and consumer-friendly economy through robust consumer protection measures and initiatives.

Source – PIB