Department of Consumer Affairs conducts Chintan Shivir on “Amendment in the Consumer Protection Act, 2019” to review the consumer redressal framework and evolve an action plan for strengthening consumer justice

Overview The Department of Consumer Affairs, Ministry of Consumer Affairs, Food & Public Distribution, Government of India, organized a Chintan Shivir on Amendment in the Consumer Protection Act, 2019 on November 7, 2025 , in New Delhi. The primary focus was to review the consumer redressal framework and develop an action plan for strengthening consumer justice. This initiative aligns with the government's commitment to improving Ease of Living and promoting Digital Governance . Key Developments Inaugural Address and Key Highlights Smt. Nidhi Khare , Secretary, Department of Consumer Affairs, emphasized the importance of adhering to the timelines set by the Consumer Protection Act, 2019 , which mandates case disposal within three months for regular cases and five months for cases requiring testing or analysis. She urged that no case should remain pending beyond six months . Technological Advancements in Consumer Protection Growing use of technology through initiatives like Direct Benefit Transfer , e-filing , and digital grievance redressal . The E-Jagriti initiative has improved digital efficiency and transparency. India's global recognition by UNCTAD for strengthening pre-litigation redressal through the National Consumer Helpline (1915) . The National Consumer Helpline resolves over 12 lakh complaints annually, many within 21 days or less, with more than 1,150 companies onboarded as partners. Use of AI-based systems for faster grievance resolution. NCDRC's Perspective Hon’ble Justice Amreshwar Pratap Sahi , President, National Consumer Disputes Redressal Commission (NCDRC) , emphasized the need for structured and regular performance audits to measure the actual impact of the law. He also highlighted the potential of technology, including AI tools like ChatGPT , to enhance efficiency, while stressing the importance of human judgment and empathy. Key Provisions of the Consumer Protection Act, 2019 Shri Bharat Khera , Additional Secretary, described the Consumer Protection Act, 2019 as a landmark step in safeguarding consumer rights and promoting fair trade practices. The Act aims to empower consumers through greater transparency, accountability, and accessibility to justice. Speedy, cost-effective, and technology-driven redressal is ensured through real-time case tracking, virtual hearings, digital submissions, and paperless proceedings. Digital Initiatives and Inclusivity Shri Anupam Mishra , Joint Secretary, Department of Consumer Affairs, highlighted initiatives such as e-JAGRITI for digital filing and virtual hearings, Artificial Intelligence (AI) and Machine Learning (ML) based tools for case management and predictive analysis, and Bhashini-enabled multilingual access . He also stressed the need to rationalize District Commissions, fill vacancies, and strengthen infrastructure. Proposed Amendments and Focus Areas Discussions focused on proposed amendments to the Consumer Protection Act, 2019 to ensure faster case disposal and reduce pendency. Key focus areas include strict timelines, digital transformation through e-JAGRITI , and the use of AI and ML for efficient drafting and case management. Sessions also stressed strengthening District Consumer Commissions, filling vacancies, and improving infrastructure. Stakeholder Participation The Chintan Shivir saw participation from representatives from State Governments, Presidents and Members of State and District Consumer Commissions, Voluntary Consumer Organisations (VCOs) such as Citizen Consumer & Civic Action Group (CAG) and Mumbai Grahak Panchayat , National Law Universities, and leading industry associations such as FICCI , CII , RAI , and ASSOCHAM . Representatives from prominent law firms also contributed. UPSC Relevance This event and the related information are relevant to GS2: Government Policies and Interventions , GS2: Statutory, regulatory and various quasi-judicial bodies , and GS3: Technology . Understanding the amendments to the Consumer Protection Act, the role of technology in consumer grievance redressal, and the functioning of consumer commissions are important for the UPSC exam. Important Facts The Consumer Protection Act, 2019 aims to provide timely and effective redressal of consumer grievances. E-filing and virtual hearings are being promoted through initiatives like e-JAGRITI . The National Consumer Helpline (1915) plays a crucial role in pre-litigation redressal. AI and ML are being used to improve case management and predictive analysis in consumer courts. Strengthening District Consumer Commissions and filling vacancies are key priorities.