The Consumer Protection Bill 2019 which was passed on 30th July 2019 seeks to replace the Consumer Protection Act of 1986. The new bill is drafted in taking mind the challenges faced by the consumer and the requirements of today's consumers. The Consumer Protection Bill 2019 has added a lot of features for the consumers so that their complaints must be heard and acted upon. In addition to that, the introduction of 5 New Consumer rights has made this bill historic and has equipped it to address all the demands of the consumers.
Encouraging consumers to file more and more consumer complaints the Ministry of Consumer Affairs, Food, and Public Distribution will introduce the process of e-filing of consumer complaints. People will be able to file their consumer complaints digitally after paying the requisite fee.
This right gives consumers the power to make a complaint against the manufacturer or seller of the product. The consumers can complain against the defective product or the product which does not provide value to them. This right also takes the e-commerce companies under its umbrella. The consumers can now make a consumer complaint against an e-commerce operator.
Perhaps one of the most revolutionary points where consumers have the provision to get their hearing with the help of video conferencing. The government with its vision of "Digital India" has emphasized the role of technology to further empower the consumer forum.
In order to increase transparency in working of consumer forum and consumer courts the bill has obliged the forum to hear each and every complaint and has provided it the time of 21 days in order to accept or reject the complaint. If the forum rejects a complaint then it has to state the reason as to why the complaint was rejected.
The most important right the Consumer Protection Bill has given the consumers is their protection of them as a class. If someone has to report any unfair trade practices or misleading advertisements. The complainant has two options either to forward the complaint in writing or the Central Consumer Protection Authority. (CCPA).