Where to complain if a product turns out to be defective or a company cheats? Learn about 6 key consumer rights. !!!

National Consumer Day is celebrated every year on December 24th in India. This day is celebrated because on December 24th, 1986, the Consumer Protection Act, the first major law to protect consumer rights in India, was enacted. This simply means that if you purchase goods or services, you are not just a paying customer, but a consumer with rights. Even today, many people are unaware of their rights, or even if they are aware, they hesitate to file a complaint.

Let us understand in simple language the 6 major rights of Indian consumers and how and where to file a complaint regarding consumer rights.

1- Right to Safety

The Right to Safety is your first and most fundamental right. It means that you should be provided with goods or services that are safe for your health and life. For example, counterfeit medicines, expired food, substandard electronic goods that can catch fire with the slightest mistake, faulty gas cylinders, untested cosmetics, etc., all violate the Right to Safety. If a company or shopkeeper is selling goods that could harm your life or health, you can complain.

When purchasing goods, be sure to check the MRP, manufacturing date, expiration date, and ISI or FSSAI markings. You can also claim compensation if a product causes serious illness, fire, or injury.

2. Right to Information

According to the law, you can request essential information about any product or service, and the company must provide it to you clearly. This must include the product’s quality, price and all taxes, weight and quantity, ingredients (especially in food and medicines), warranty/guarantee terms, side effects, precautions, etc. If a company or shopkeeper conceals this information, provides false or misleading information, they are breaking the law. To protect this right, it is essential that you ask for a bill when making a purchase, and carefully read tags and labels. If you receive something different from what is advertised, you can file a complaint.

3- Right to Choose

You have every right to choose the goods or services of your choice. No shopkeeper or service provider can force you to buy a packaged combo, an unwanted item, or a single brand. If the shopkeeper tells you to buy only one brand or you won’t receive a bill, this is illegal.

If your mobile company offers you a service you didn’t ask for, such as an unwanted value-added service, you should flatly refuse the billing or service. If you’re being pressured or the service has been activated without your consent, you can complain to the company’s customer service and, in the long run, to the consumer forum.

4. Right to be heard

If you’ve been wronged, you have every right to speak up and be heard. This means that the company, service provider, or government agency must have a customer grievance redressal system. Your complaint cannot be ignored. You should file your complaint with the company’s customer care, helpline, email, or social media handles. If you’re not heard or are simply ignored, keep this on record and proceed to the consumer forum.

5. Right to Seek Redressal

Just being heard doesn’t end the matter. You also have the right to have your problem resolved and receive fair compensation. This compensation can take many forms, including a refund, a replacement product, free repairs, and additional compensation for mental anguish, physical harm, or financial loss. If the company or shopkeeper refuses to resolve the issue directly, you can file a case with a consumer forum. There, you can receive judicial redress.

6. Right to Consumer Education

You have the right to be informed about your rights so you can stay informed. It is the responsibility of the government, organizations, and the media to conduct awareness campaigns. Consumer education is also taught in schools and colleges. As responsible citizens, we should continue to gather information from articles, seminars, government advertisements, and websites. Also, educate your family, neighbors, and friends about consumer rights.

How to lodge a complaint?

If something wrong has happened to you like poor quality product, overcharging, cheating in the name of offer, fake goods, wrong billing, bad service etc. then you can proceed by following the methods given below.

1- Talk to the company or the shopkeeper first. Often, minor issues can be resolved here. Keep the bill you received when you purchased the item. Explain the problem clearly. What’s wrong, when you purchased it, and how much damage was incurred. Send a written complaint or email to keep everything on record.

2- Contact customer care and file an online complaint. Most companies have customer care numbers, email addresses, WhatsApp/chat support, and social media handles. Send your complaint to these numbers, attaching screenshots and photos.

3- Help is also possible through the National Consumer Helpline. The government has launched the National Consumer Helpline (NCH) for consumers. You can file a complaint here in several ways. This helpline relays your complaint to the company and assists in resolving it.

4- E-filing is also available these days. There’s no need to go to court for every matter. You can file a consumer case online from the comfort of your home. This saves both time and effort.

5- Consumer forums or commissions are also available to assist consumers. For small disputes, the District Consumer Forum can be approached. For larger disputes, or for disagreements with the District Forum, there is the State Consumer Forum. Similarly, there is the National Consumer Forum, where consumers can approach if they disagree with the State Commission’s decision.

You can file a case yourself in any consumer court. Hiring a lawyer isn’t necessary, but depending on the complexity of the case, it may be beneficial. Keep all evidence—bills, receipts, photos, chats, emails, and recordings—and submit it with your case. The forum or commission will hear both your side and the company’s side and make a decision.