Consumer Forum focuses on practical consumer issues, recent trends in consumer disputes, and how the law is being applied on the ground. This section is meant to empower readers to act, not just complain.
Consumer Law Is No Longer Seller-Friendly
Indian consumer law has evolved decisively in favour of consumers. Courts and consumer commissions have repeatedly clarified that businesses cannot escape liability through fine print, procedural delays or technical excuses.
The Consumer Protection Act is being interpreted with a clear objective: fairness over formality.
Defective Goods: Liability Does Not End With Sale
Manufacturers and sellers are responsible for ensuring that goods sold are free from defects and match the promises made at the time of sale. Merely redirecting a consumer to a service centre does not absolve liability.
Consumer commissions have held that if a defect existed during the warranty period, the seller cannot deny relief on technical grounds such as delayed reporting or internal policies.
What consumers should do:
- Preserve invoices, warranty cards and communication records
- Report defects promptly in writing
- Escalate if service commitments are ignored
Deficiency in Services: Accountability Is Expanding
Service providers across sectors, including real estate, education, healthcare services (non-clinical aspects), travel and digital platforms, are facing increased scrutiny.
Delay, negligence, misleading assurances and failure to deliver promised services are all treated as deficiencies under consumer law.
What consumers should know:
- Oral promises can be enforceable if supported by evidence
- Delay without justification can attract compensation
- Service providers must honour timelines and commitments
Online Purchases and Digital Platforms
With the rise of e-commerce, consumer disputes have shifted online. Platforms are now expected to take greater responsibility for seller conduct, grievance redressal and transparency.
Consumer forums have emphasised that digital platforms cannot wash their hands of responsibility where they control transactions, payments or logistics.
What consumers should do:
- Use in-app grievance mechanisms first
- Document screenshots and transaction details
- Escalate unresolved issues to consumer forums
Real Estate Complaints Continue to Dominate Consumer Cases
Delay in possession, deviation from promised specifications and lack of clear communication remain the most common real estate grievances.
Consumer commissions have held that buyers cannot be forced to wait indefinitely and are entitled to refunds or compensation where commitments are breached.
What homebuyers should know:
- Delay beyond reasonable time is actionable
- Force majeure cannot be used casually
- Remedies exist alongside other regulatory mechanisms
Misleading Advertisements Under the Scanner
Regulators and consumer forums are increasingly acting against misleading advertisements, exaggerated claims and hidden conditions.
Endorsements, discounts and performance claims must reflect reality. Businesses are expected to substantiate their marketing claims.
What consumers should know:
- Advertisements form part of the contract
- Misleading claims can attract penalties
- Complaints can be filed against both advertisers and endorsers
Filing a Consumer Complaint Is Simpler Than Ever
The consumer grievance process has become more accessible with online filing mechanisms. Consumers can approach forums without legal representation and seek relief based on documents and facts.
Basic reliefs available include:
- Refund or replacement
- Compensation for loss or harassment
- Direction to correct deficiencies