Abstract:
Consumer entitlement is considered one of the important aspects of authentic market equilibrium. At present, consumers are able to buy a product or a service through different sources such as online markets and stores, however, they face issues which include violation of their rights caused by unfair trading practices, inferior quality of goods, lack of details in the services provided, advertising that is not legitimate, and unlawful terms in contracts. All of this indicates the necessity to implement a strong system for consumers’ protection. The introduction of the Consumer Protection Act 2019 was due to consumers’ need for contemporary regulations that would ensure their protection from fraudulent practices. The most important features of the Act are the following: establishing Central Consumer Protection Authority (CCPA), introducing product liability, introducing mediation, improving dispute resolution systems, and banning unfair trade and misleading advertisements. The current paper aims to review the consumers’ rights stated in the Consumer Protection Act 2019 and assess how efficiently they protect the consumers. The paper will pay special attention to the role of the authority in consumers’ protection, barriers that hinder the effective implementation of the Act, and significance of raising consumers’ awareness about their rights.
Keywords: Consumer Rights, Consumer Protection Act, 2019, Consumer Protection, CCPA, Consumer Welfare, Consumer Awareness.
Introduction:
Consumer has been defined under Section 2(7) of the Consumer Protection Act of 2019 as anyone who buys goods for consideration or avails services as per the requirements mentioned. Consumer protection is very essential as people face defective products, poor services, false advertisements, etc. With the growth of electronic and digital transaction methods, the ease of shopping has increased along with the various risks and hazards like fake products, online fraud, and misleading advertisements. All these things made it clear that the Consumer Protection Act of 1986 had become outdated before the emergence of the digital market.
That is why the need for the Consumer Protection Act of 2019 arose. This Act brought in the establishment of the Central Consumer Protection Authority (CCPA), product liability provisions, and stricter measures against false advertisements along with e-commerce protection measures and mediation in case of consumer disputes.
This article will talk about the important consumer rights that are exhibited in the Consumer Protection Act of 2019 and compare them with those in the Act of 1986 and the issues that may arise in the process of protecting consumers in the present-day Indian marketplace.[1]
Consumer rights are important in the consumer protection regulations in India.
The Consumer Protection Act of 2019 improves consumer rights by giving them added legal entitlements and proper remedies. It provides consumer protection against unfair trade practices., including the emerging issues of on-line commerce. Therefore, referring to consumer rights under the Consumer Protection Act of 2019, provisions under it, and some relevant case laws or comparing with the old Consumer Protection Act of 1986, would be worthwhile.
Section 2(9): Consumer Rights Defined Under the Consumer Protection Act of 2019
According to the provisions of the Consumer Protection Act of 2019, consumers enjoy a number of consumer rights that protect their interests against unfair trade practices.
The Right to Safety: According to the Right to Safety consumer protection legislation, No consumer shall suffer from any harmful product or service which might have a negative impact on his/her life, health and property. Any consumer has a right to purchase a product which is safe and meets all the required standards concerning safety and quality. Before purchasing any product, a consumer should check the quality, date of expiry, warranty and safety marks where applicable.
Example: No medicine which is expired or any appliance which is defective can be sold to consumers.
The Right to be Informed: The Right to be Informed suggests that a consumer is entitled to get proper and accurate information about a product before he/she makes a purchase. Information includes price, quantity, quality, components, expiry date and all risks associated with products obtained. A consumer can protect themselves from misleading advertising and unfair trading practice.
Example: Food packing must contain the name of the components, date of manufacturing, expiry date, and price..
The right to choose: The right to choose gives consumers the right to choose products and services that meet their needs. Consumers should have a choice of many different products that offer variety of types and prices, instead of having to go through one specific product.
For example, a customer should be able to pick out a particular model of a mobile phone.
Right to expression: Right to expression gives consumers an opportunity to express their opinion in case of violation of their rights. As per the Consumer Protection Act, 2019 consumers can approach Consumer Commission for protecting their rights.
For instance, when e-commerce company refuses to address the issue of a consumer, he can approach Consumer Commission.
Remedy-seeking authority: The remedy-seeking authority allows consumers to obtain compensation in case of defective goods, substandard services, illegal commercial activities, etc. Depending on their requirements, consumers can ask for a refund, replacement or appropriate compensation. According to the Consumer Protection Act, 2019, Consumer Commissions will be constituted at the District, State and National levels.
For example, if a buyer discovers that his newly purchased laptop has got some issues, he will be entitled to a refund, replacement or appropriate compensation.
Right to Consumer Education: The Right to Consumer Education enables consumers to learn about their rights and responsibilities in respect of the purchases they make. An informed consumer will be aware of possible frauds and make wise purchasing decisions. Public awareness programs, educational campaigns and government programs are the main sources of educating consumers about their rights..
Example: A consumer who knows their rights is more likely to report misleading advertisements or unfair business practices. [2]
These six consumer rights form the foundation of consumer protection in India. They not only protect consumers from exploitation but also promote transparency, fairness, and accountability in the market. The Consumer Protection Act, 2019 has strengthened these rights by providing better legal remedies and addressing modern challenges such as e-commerce and misleading advertisement.
Important Provision of the Consumer Protection Act, 2019
With regard to consumer protection, the Consumer Protection Act of 2019 has introduced a number of changes and ensured effective satisfaction of the current market requirements. A prominent change that has been introduced is the establishment of the Central Consumer Protection Authority (CCPA). The CCPA works in such a way as to ensure consumer protection against unfair practices, advertisements based on false and misleading statements, and dealing in defective products and services. The CCPA is empowered to conduct investigations, order the withdrawal of harmful products from the market, as well as impose penalties on the manufacturers, advertisers, and sellers.
Product Liability
The establishment of product liability can be attributed to the Consumer Protection Act, 2019 that was enacted with a vision of supporting consumer protection initiatives in India. The invent of this principle enables manufacturers/sellers/service providers to be held liable for the damage done to the consumers because of defective products or substandard services. If a product is found to be unsafe and responsible for any injury, harm or damage caused to the consumer, then it gives the consumer the right to claim compensation from the party at fault. For instance, if a defective electronic product harms the consumer in any manner, then the manufacturer of such defective goods may be held liable. With this law in place, businesses have become more aware and responsible about quality and started producing high-quality products and offering high-quality services.
Consumer Protection in E-commerce
With the coming of e-commerce, the Consumer Protection Act, 2019 makes special provisions to address the online transactions. All e-commerce players are required to provide proper and accurate information about the products they are selling. Furthermore, they are obliged to maintain transparency. In addition, they need to follow a proper framework for the redressal of consumer.
Safeguards Against Deceptive Marketing
The Act imposes stringent penalties in relation to misleading advertisements that may provide consumers with misinformation while influencing their purchasing choices improperly. Therefore, any advertisement containing false statements pertaining to a product’s or service’s quality, merits or advantages may lead to a legal action being taken against the responsible entity. The Act gives the power to the Central Consumer Protection Authority (CCPA) to investigate such misleading advertisements and to bring liable manufacturers, advertisers and endorsers to justice for misleading advertising messages. This way, the consumers may be protected against dishonest marketing activities.
Enhancement of Consumer Disputes Solving System
Consumer Protection Act, 2019 has enhanced Consumer Disputes Redressal Commissions functioning at District, State and National levels. These commissions help consumers solve their problems simply and cheaply and speedy considering the issues of defective products, insufficient services rendered, cheating in the process of purchase and other consumer-related issues. The Act has also played important role in introducing measures like e-filing and higher jurisdiction limits that allowed consumers receiving justice.[3]
Case Law:
Rutu Mihir Panchal v. Union of India & Others (2025 INSC 593)
Judgment: The Supreme Court upheld the validity of the provisions of the Consumer Protection Act, 2019. The Court held that Parliament has the power to decide the jurisdiction of Consumer Commissions. It explained that deciding jurisdiction on the basis of the value of the goods or services provides a clear and uniform system and helps in the quick disposal of consumer cases. The Court also emphasized that Consumer Commissions and the Central Consumer Protection Authority (CCPA) must work effectively to protect consumer rights.
Analysis: This judgment is important because it strengthens the Consumer Protection Act, 2019. It makes the consumer dispute system more clear and helps consumers get justice more easily. The decision also supports the main objective of the Act, which is to protect consumer rights and ensure a fair and effective redressal system.[4]
Indian Medical Association & Anr. v. Union of India & Ors. (2024 INSC 406)
Judgment:
The Supreme Court held that consumers have the right to get true and correct information before buying any product or service. The Court directed the Government, the Central Consumer Protection Authority (CCPA), manufacturers, advertisers, and endorsers to follow the Consumer Protection Act, 2019 properly. It also said that strict action should be taken against misleading advertisements.
Analysis:
This case is important because it protects consumer rights. It makes sure that companies do not mislead consumers by giving false advertisements. The judgment also strengthens the Right to be Informed because consumers should receive correct information before buying any product. This decision helps to make the market more fair, honest, and transparent.[5]
Comparative Analysis of the Consumer Protection Act, 1986 and the Consumer Protection Act, 2019:
The Consumer Protection Act, 2019 replaced the Consumer Protection Act, 1986 to provide better protection to consumers in the modern market. The 1986 Act was an important law because it introduced consumer rights in India and established the Consumer Dispute Redressal Commissions. However, it mainly focused on the traditional market and was not suitable for today's digital economy. As online shopping and new business practices increased, a stronger law became necessary.
The Consumer Protection Act, 2019 protects consumers in both traditional and digital markets, including e-commerce. One of the biggest changes is the establishment of the Central Consumer Protection Authority (CCPA). The 1986 Act did not have such an authority. The CCPA can investigate unfair trade practices, recall unsafe products, stop misleading advertisements, and impose penalties on manufacturers, sellers, advertisers, and endorsers. This gives better protection to consumer rights.
Another important improvement is the introduction of product liability. The 1986 Act did not contain a separate provision for this. Under the 2019 Act, manufacturers, sellers, and service providers can be held responsible if a defective product or poor service causes harm to a consumer. The new Act also provides legal protection to consumers who purchase goods and services through online platforms.
The Consumer Dispute Redressal Commissions have also been strengthened under the 2019 Act. It revised the pecuniary jurisdiction and introduced mediation, which helps consumers resolve disputes in a faster and less expensive way. The Act also contains stronger provisions against misleading advertisements, making businesses more responsible for false claims.
Overall, the Consumer Protection Act, 2019 provides stronger protection to consumer rights than the Consumer Protection Act, 1986. It addresses the challenges of the digital age and ensures better safety, transparency, accountability, and access to justice for consumers in India.[6]
Conclusion:
Consumer protection plays an important role in ensuring fairness between consumers and businesses. This study shows that the Consumer Protection Act, 2019 has introduced important changes to protect consumer rights in India. Provisions like CCPA, product liability, e-commerce protection, and action against misleading advertisements have made consumer protection stronger. The comparison with the Consumer Protection Act, 1986 shows that the 2019 Act has a wider scope and is more suitable according to present needs. However, challenges like lack of consumer awareness, delay in cases, and proper implementation still exist.Therefore, effective enforcement of the law and awareness among consumers are necessary to achieve the objective of consumer welfare. Overall, the Consumer Protection Act, 2019 is an important step towards protecting consumer rights and providing better remedies to consumers.
Reference
[1] Consumer Rights in India.” Legistify, Legistify. Accessed 30 July 2026.
[2] The Consumer Protection Act, 2019. Act No. 35 of 2019, Government of India, 9 Aug. 2019. India Code.. Accessed 30 July 2026.
[3] The Consumer Protection Act, 2019. Act No. 35 of 2019, Government of India, 9 Aug. 2019. India Code.. Accessed 30 July 2026.
[4] Rutu Mihir Panchal v. Union of India & Others. 2025 INSC 593. Supreme Court of India, 29 Apr. 2025. https://api.sci.gov.in/supremecourt/2020/25636/25636_2020_11_1501_61287_Judgement_29-Apr-2025.pdf. Accessed 31 July 2026.
[5] Indian Medical Association & Anr. v. Union of India & Ors. Writ Petition (Civil) No. 645 of 2022, 2024 INSC 406, Supreme Court of India, 7 May 2024. Supreme Court of India. Judgment PDF. Accessed 1 Aug. 2026.
[6] “Comparative Analysis of Consumer Protection Act, 1986 & Consumer Protection Act, 2019.” International Journal for Legal Research and Analysis, vol. 2, no. 7, 2022, pp. 1–10, https://www.ijlra.com/public/uploads/Shaikh%20Karishma%20Hamid.pdf. Accessed 31 July 2026.