Lok Sabha Question No. 736 (UNSTARRED), answered on 2026-02-04
Subject: Consumer Protection through Digital Enforcement Mechanisms
Ministry: CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION
Asked by: Smt. Kamaljeet Sehrawat, Shri Praveen Patel, Shri Jugal Kishore

## Ministry of Consumer Affairs, Food and Public Distribution

## Government of India Department of Consumer Affairs

## LOK SABHA UNSTARRED QUESTION NO.736

TO BE ANSWERED ON 04.02.2026

## CONSUMER PROTECTION THROUGH DIGITAL ENFORCEMENT MECHANISMS

736. SMT. KAMALJEET SEHRAWAT: SHRI PRAVEEN PATEL: SHRI JUGAL KISHORE:

Will the Minister of CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION be pleased to state:

- (a) the  details  of  the  technology-enabled  and  digital  initiatives  undertaken  by  the  Government  to strengthen consumer justice delivery;
- (b) the achievements recorded under these initiatives in terms of number of consumer cases disposed, virtual  hearings  conducted,  refunds  facilitated  and  grievances  resolved  under  these  initiatives particularly in Jammu and Kashmir during the last year; and
- (c) the details and the outcomes of regulatory and enforcement actions taken by the Central Consumer Protection Authority to curb unfair trade practices and enhance transparency and trust in consumer markets across the country particularly in Jammu and Kashmir?

## ANSWER

## THE MINISTER OF STATE CONSUMER AFFAIRS, FOOD AND PUBLIC DISTRIBUTION (SHRI B.L. VERMA)

(a) to (c) :  The 'e-Jagriti' portal launched by the Department of Consumer Affairs on 1 st January, 2025 aims to enhance consumer grievance redressal through a micro-service architecture, Artificial Intelligence / Machine Learning integration and modern features like faceless onboarding and role-based dashboards. It unifies  existing  applications  (OCMS,  e-Daakhil,  NCDRC  CMS,  CONFONET)  into  a  single,  scalable platform,  allowing  users  to  file  complaints  seamlessly  from  anywhere  with  multilingual  support.  The system  streamlines  grievance  redressal  processes  with  real-time  data  access,  automated  workflows  and tools for stakeholders like judges and advocates. The platform offers digital case filing, document exchange and automated SMS/email notifications. Features include a chatbot help system, voice-to-text capabilities and  accessibility  support  for  the  visually  challenged  and  elderly.  The  portal  is  designed  to  provide  a convenient, transparent and efficient means for consumers to seek redressal by enabling online complaint filing,  digital  submission  of  documents,  online  payment  of  fees  and  also  supports  virtual  courtrooms, enabling the hearing of cases remotely and ensuring faster disposal while reducing dependency on physical infrastructure.

During  2025,  1,701  consumer  cases  have  been  filed  before  the  Jammu  &  Kashmir  Consumer Disputes  Redressal  Commissions,  of  which  1,436  have  been  disposed  of.  Out  of  these  1,701  cases,  504 cases were heard through virtual hearing.

The National Consumer Helpline (NCH) administered by the Department of Consumer Affairs has emerged as a single point of access to consumers across the country for their grievance redressal at a prelitigation stage. Consumers can register their grievances from all over the country in 17 languages including Hindi, English, Kashmiri, Punjabi, Nepali, Gujarati, Marathi, Kannada, Telugu, Tamil, Malayalam, Maithili, Santhali, Bengali, Odia, Assamese and Manipuri through a toll-free number 1915. These grievances can be registered on Integrated Grievance Redressal Mechanism (INGRAM), an omni-channel IT enabled central portal,  through  various  channels-  WhatsApp  (8800001915),  SMS  (8800001915),  email  (nch-ca@gov.in), the  NCH  app,  the  web  portal  (consumerhelpline.gov.in)  and  the  Umang  app,  as  per  their  convenience. 1,185  companies,  who  have  voluntarily  partnered  with  NCH  as  part  of  the  'Convergence'  programme directly respond to these grievances according to their redressal process and revert by providing a feedback to the complainant on the portal.

The technological  transformation  of  the  NCH  has  significantly  boosted  its  call-handling  capacity. The number of calls received by NCH has grown from 62,172 calls in December 2019 to 3,59,336 calls in December  2025.  This  growth  reflects  the  rising  confidence  of  consumers  in  the  helpline.  Similarly,  the average number of complaints registered per month has surged from 37,062 in 2017 to 1,47,635 in 2025 [as on  31.12.2025].  Additionally,  grievance  registration  via  WhatsApp  has  gained  momentum,  with  the percentage  of  complaints  filed  through  the  platform  increasing  from  12%  in  December  2023  to  21%  in December 2025 demonstrating a growing preference for digital communication channels.

NCH 2.0 aims to make the grievance filing process more seamless, efficient, and inclusive. The AIpowered Speech Recognition and Translation System enables consumers to file complaints through voice input,  reducing  manual  intervention.  The  AI  enabled  Chatbot  provides  real-time  assistance,  streamlining complaint-handling  processes,  and  improving  the  overall  user  experience.  These  upgrades  ensure  that consumers from diverse linguistic backgrounds have equal access to the grievance redressal system. The National Consumer Helpline (NCH) has successfully facilitated refund of ₹46 crore to consumers between 25th  April  2025  and  31st  December  2025.  This  significant  redressal  was  achieved  across  31  sectors, effectively addressing 69,058 consumer grievances related to refund claims.

During the last year, 12,662 complaints were registered in Jammu and Kashmir on NCH, of which 12,022 were disposed of.

Under  the  provisions  of  the  Consumer  Protection  Act,  2019,  the  Central  Consumer  Protection Authority (CCPA) is empowered to intervene for preventing consumer detriment arising from unfair trade practices  through  issuance  of  guidelines  and  class  action(s),  including      the      enforcement      of  recalls, refunds and return of products. It has the mandate to prevent and regulate false or misleading advertisements which are prejudicial to the public interest.

The CCPA  has  notified the Guidelines for Prevention of Misleading Advertisements and Endorsements for Misleading Advertisements, 2022 on 9 th June, 2022. These guidelines inter-alia provide for; (a) conditions for an advertisement to be non-misleading and valid; (b) certain stipulations in respect of bait  advertisements  and  free  claim  advertisements;  and,  (c)  duties  of  manufacturer,  service  provider, advertiser and advertising agency.

Central Consumer Protection Authority, in exercise of the powers conferred by Section 18 of the Consumer Protection Act, 2019, issued 'Guidelines for Prevention and Regulation of Dark Patterns, 2023' on 30th November, 2023, listing 13 specified dark patterns identified in e-Commerce sector. These dark patterns  include  false  urgency,  Basket  Sneaking,  Confirm  shaming,  forced  action,  Subscription  trap, Interface Interference, Bait and switch, Drip Pricing, Disguised Advertisements, Nagging, Trick Wording, Saas Billing and Rogue Malwares.

An 'Advisory in terms of Consumer Protection Act, 2019 on Self-Audit by E-Commerce Platforms for  detecting  the  Dark  Patterns  on  their  platforms  to  create  a  fair,  ethical  and  consumer  centric  digital ecosystem'  was  issued  by  Central  Consumer  Protection  Authority  on  5th  June,  2025.    All  E-Commerce platforms have been advised to conduct self-audits to identify dark patterns, within three months of the issue of the advisory and give self-declarations that their platform is not indulging in any dark patterns. 27 leading e-commerce platforms have voluntarily submitted their self-declaration letters confirming compliance with the Guidelines for Prevention and Regulation of Dark Patterns, 2023.

Section 19 (2) of the Consumer Protection Act, 2019 provides that if the Central Authority, upon determining that a particular matter falls within the jurisdiction of a Regulator established under any other law for the time being in force, may refer the matter to the respective Regulator, accompanied by its report. The CCPA's role is to complement sector regulators in a way that it avoids duplication, overlap or potential conflict.  As  such,  the  matters  relating  to  other  Ministries/Regulators/Authorities  are  forwarded  to  the concerned by the Central Authority for appropriate action in the matter, as per their mandate and extant rules.

## Guidelines issued by CCPA

- (i) Guidelines for Prevention of Misleading Advertisements and Endorsements  for Misleading Advertisements, 2022 were issued on 09 th June, 2022
- (ii) Guidelines that hotels and restaurants shall not levy service charge issued on 4 th July, 2022.
- (iii) Guidelines on Prevention of Dark Pattern 2023 were issued on 30 th  November, 2023
- (iv) Guidelines for the Prevention and Regulation of Greenwashing, 2024 were issued 15 th October, 2024
- (v) Guidelines  for  Prevention  and  Regulation  of  Misleading  Advertisement  in  Coaching  Sector  2024 were issued 13 th  November, 2024
- (vi) Guidelines  for  the  Prevention  and  Regulation  of  Illegal  Listing  and  Sale  of  Radio  Equipment including Walkie Talkies on E-Commerce Platforms, 2025 were issued on 27.05.2025.

## Advisories Issued by CCPA

- (i) CCPA  Advisory  in  terms  of  Consumer  Protection  Act,  2019  on  Self-Audit  by  E-Commerce Platforms for detecting the Dark Patterns on their platforms to create a fair, ethical, and consumercentric digital ecosystem dated 05.06.2025.
- (ii) Advisory in terms of Consumer Protection Act, 2019, on risk to life & safety of consumers through sale of car seat belt alarm stopper.
- (iii) Advisory  in  terms  of  Consumer  Protection  Act,  2019  concerning  sale  of  Ayurvedic,  Siddha  and Unani Drugs containing ingredients listed in Schedule (E) (1) of the Drug and Cosmetic Rules, 1945 on e-commerce platforms.
- (iv) Advisory  in  terms  of  Consumer  Protection  Act  2019  concerning  illegal  facilitation  and  sale  of wireless jammers on e-commerce platforms
- (v) Advisory  in  terms  of  Consumer  Protection  (E-commerce)  Rules,  2020  for  displaying  information provided by sellers to marketplace e-commerce platforms
- (vi) Advisory in terms of Consumer Protection, 2019 for resorting to misleading advertisements.

*****