The Consumer Protection Act, 2019 replaced the 1986 Act and modernised consumer law for an economy where most complaints now involve online purchases, app based services and celebrity endorsed products. It gives a consumer a cheap forum to claim a refund, replacement or compensation for defective goods, deficient services, overcharging or unfair trade practices.
The single most useful change for an ordinary person is jurisdiction. Under the old Act you generally had to sue where the seller was located. Now you can file where you reside or work, and you can file electronically, which removes the practical barrier of travelling to another city to fight over a few thousand rupees. Pecuniary limits were also reset and are based on the value paid rather than the compensation claimed.
The Act creates the Central Consumer Protection Authority, a regulator that can act on its own motion rather than waiting for individual complaints. It can investigate, order recalls and refunds, stop unfair trade practices and act against misleading advertisements, including by barring an endorser for up to one year and up to three years for repeat conduct.
Chapter VI introduces product liability, so a manufacturer, seller or service provider can be held liable for harm caused by a defective product or deficient service without the consumer having to prove negligence in the old way. E commerce platforms are expressly brought within the law, and mediation is available as a formal, faster alternative to a full contested hearing.