Lok Sabha Question No. 256 (STARRED), answered on 2021-12-15
Subject: Consumer Rights in Tourism Industry
Ministry: CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION
Asked by: N.K. Premachandran

## Government of India

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

## LOK  SABHA

STARRED QUESTION NO. *256 TO BE ANSWERED ON 15.12.2021

## CONSUMER RIGHTS IN TOURISM INDUSTRY

*256. SHRI N.K. PREMACHANDRAN:

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

- (a) whether the Government proposes to protect the rights of consumers in tourism industry and if so, the details of action taken in this regard;
- (b) whether the provisions of Consumer Protection Act are insufficient to protect the consumers in tourism sector and if so, the details thereof;
- (c) whether  the  existing  system  of  consumer  disputes  redressal  is  also  insufficient  to  redress  the grievances of consumers in tourism sector;
- (d) if so, the corrective action proposed to be taken to improve the system; and
- (e) whether the Government is aware that international and inter-State tourists are unable to have their grievances redressed due to the delay in the process and if so, the details of the action taken for redressal of the grievances of inter-State and international tourists?

## ANSWER

## miHkksDrk ekeys] [kk| vkSj lkoZtfud forj.k ea=h ¼Jh ih;w"k xks;y½

THE MINISTER OF CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION (SHRI PIYUSH GOYAL)

(a) to (e)  :   A Statement is laid on the Table of the House.

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## STATEMENT REFERRED IN REPLY TO PARTS (a) TO (e) OF  LOK  SABHA  STARRED QUESTION  NO.*256  FOR  15.12.2021  REGARDING  CONSUMER  RIGHTS  IN  TOURISM INDUSTRY.

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The  Consumer  Protection  Act,  2019  provides  for  establishment  of  a  three  tier  quasi-judicial mechanism - District Consumer Disputes Redressal Commissions, State Consumer Disputes Redressal Commissions  and  National  Consumer  Disputes  Redressal  Commission,  where  consumers  can  file complaints for redressal of their disputes in relation to any goods sold or delivered or agreed to be sold or delivered or any service provided or agreed to be provided, including that of tourism Industry.

As per the data available on CONFONET, as on 10.12.2021 a total of 4317 cases have been filed in  State  Consumer  Commissions  and  District  Consumer  Commissions  pertaining  to  that  of  tourism service and 2420 cases have been disposed.

In  addition  to  the  above  facilities,  National  Consumer  Helpline  has  been  set  up  by  the Government, providing toll free number 1800-11-4000 for redressal of consumer grievances at a prelitigation  stage,  relating  to  booking,  cancellation,  refund and  deficiency of services. These  grievances can also be received through SMS to 8130009809, website https://consumerhelpline.gov.in/ , NCH App and UMANG App.

Further, the Central Consumer Protection Authority (Central Authority/CCPA) which has been set up and duly empowered under the Consumer Protection Act, 2019 has taken cognizance of various challenges faced by the consumers with respect to tourism sector particularly on the issue of non-refund of  cancelled  air  tickets  and  tour  packages  due  to  COVID  19  pandemic.  CCPA,  so  far  has  issued  12 Show Cause Notices.

Further, to facilitate dispute resolution, the provision for e-filing has been introduced in the Act. Consumers, including interstate and international tourists can file their complaints online via e-Daakhil website  https://edaakhil.nic.in/  and  get  their  disputes  resolved  through  appropriate  Commissions virtually as per the provision of Consumer Protection Act, 2019

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