Lok Sabha Question No. 2909 (UNSTARRED), answered on 2021-12-15
Subject: Consumer Rights
Ministry: CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION
Asked by: Jayant Sinha

## Government of India

## Ministry of Consumer Affairs, Food and Public Distribution Department of Consumer Affairs

## LOK SABHA UNSTARRED QUESTION NO. 2909

TO BE ANSWERED ON 15.12.2021

## CONSUMER RIGHTS

2909.   SHRI JAYANT SINHA:

Will the Minister of CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION miHkksDrk ekeys] [kk| vkSj lkoZtfud forj.k ea=h be pleased to state:

- (a) the details of the steps taken by the Ministry to protect consumer rights across online platforms;
- (b) the  disposal  rate  of  cases  under  the  Consumer  Protection  Act,  State-wise,  including  cases concerning consumer rights on e-platforms; and
- (c) the steps taken by the Ministry to further protect the rights and interests of consumers?

## ANSWER

## miHkksDrk ekeys] [kk| vkSj lkoZtfud forj.k jkT; ea=h (श्री अश्विनी क ु मार चौबे)

## THE MINISTER OF STATE CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION (SHRI ASHWINI KUMAR CHOUBEY)

(a) to (c) : The Consumer Protection Act, 2019 provides for establishment of a three tier quasi-judicial mechanism - District Consumer Disputes Redressal Commissions (DCDRCs), State Consumer Disputes Redressal Commissions (SCDRCs) and National Consumer Disputes Redressal Commission (NCDRC), where  Consumers  can  file  complaints  for  redressal  including  those  pertaining  to  transactions  on  ecommerce platforms.  The statement of disposal rate of cases under the Consumer Protection Act, statewise is given in the Annexure .

Under  the  provisions  for  prevention  of  unfair  trade  practices  in  e-commerce  of  this  Act,  the Government has notified Consumer Protection (e-commerce) Rules, 2020 to safeguard the interests of consumers. The Government has also set up Central Consumer Protection Authority to inquire into unfair trade practices that affect the rights of consumers as a class.

The  National  Consumer  Helpline  (NCH)  receives  grievances  of  consumers  through  telephone, web portal, letters SMS, emails etc.  and through the Mobile App. These grievances are taken up with the concerned entities for resolution. In order to facilitate all consumers in filing cases online, the provision for e-daakhil has also been introduced in the Act.

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## ANNEXURE STATEMENT REFERRED IN REPLY TO PARTS (a) TO (c) OF LOK SABHA UNSTARRED QUESTION NO.2909 FOR 15.12.2021 REGARDING CONSUMER RIGHTS.

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| Sl. No.   | Name of State       |   %of Disposal SCDRCs | %of Disposal DCDRCs   |
|-----------|---------------------|-----------------------|-----------------------|
|           | National Commission |                 84.06 |                       |
| 1         | Andhra Pradesh      |                 97.38 | 96.36                 |
| 2         | A &NIslands         |                 93.23 | 94.42                 |
| 3         | Arunachal Pradesh   |                 98.41 | 97.29                 |
| 4         | Assam               |                 84.79 | 91.21                 |
| 5         | Bihar               |                 90.05 | 84.80                 |
| 6         | Chandigarh          |                 94.21 | 96.51                 |
| 7         | Chhattisgarh        |                 97.62 | 84.79                 |
| 8         | Daman &Diu and DNH  |                 80    | 97.25                 |
| 9         | Delhi               |                 85.26 | 93.08                 |
| 10        | Goa                 |                 94.15 | 97.03                 |
| 11        | Gujarat             |                 91.96 | 87.43                 |
| 12        | Haryana             |                 92.27 | 92.55                 |
| 13        | Himachal Pradesh    |                 95.36 | 96.20                 |
| 14        | Jammu &Kashmir      |                 83.53 | 90.68                 |
| 15        | Jharkhand           |                 86.01 | 89.98                 |
| 16        | Karnataka           |                 84.68 | 95.20                 |
| 17        | Kerala              |                 91.24 | 93.38                 |
| 18        | Lakshadweep         |                 89.47 | 100.00                |
| 19        | Madhya Pradesh      |                 81.83 | 86.64                 |
| 20        | Maharashtra         |                 80.07 | 90.21                 |
| 21        | Manipur             |                 96.47 | 95.61                 |
| 22        | Meghalaya           |                 95    | 92.04                 |
| 23        | Mizoram             |                 91.67 | 98.39                 |
| 24        | Nagaland            |                 54.9  | 14.15                 |
| 25        | Odisha              |                 78.2  | 90.18                 |
| 26        | Puducherry          |                 94.52 | 90.79                 |
| 27        | Punjab              |                 98.78 | 92.92                 |
| 28        | Rajasthan           |                 95.07 | 89.97                 |
| 29        | Sikkim              |                 95.29 | 94.30                 |
| 30        | Tamil Nadu          |                 87.88 | 90.52                 |
| 31        | Telangana           |                 40.51 | 94.64                 |
| 32        | Tripura             |                 99.69 | 94.54                 |
| 33        | Uttar Pradesh       |                 73.38 | 86.04                 |
| 34        | Uttarakhand         |                 79.63 | 93.31                 |
| 35        | West Bengal         |                 86.98 | 88.41                 |