🛒 Consumer Rights Cell
(A Division of Central Human Rights Commission – CHRC)
The Consumer Rights Cell of CHRC is committed to safeguarding and empowering consumers across India. Our aim is to ensure that individuals are aware of their rights and can voice concerns against unfair trade practices, low-quality services, product fraud, and other violations by businesses. Whether a customer is dealing with a private company, a government service, or a digital marketplace, this cell works to provide awareness, resolution mechanisms, and legal assistance.
We educate the public on how to file complaints, raise grievances, demand product replacements or refunds, and exercise their consumer rights with confidence. Through awareness campaigns, helpdesks, and support platforms, CHRC aims to build a strong and informed consumer community.
🧾 Consumer Rights in India
When consumers enter a contract for goods or services, their rights are protected under the Consumer Protection Act. These rights include guarantees, warranties, safe transactions, and access to redressal for substandard products or services.
Key issues faced by consumers include:
- Denial of refunds or replacements for defective goods.
- Hidden charges or misleading advertisements.
- Breach of warranty/guarantee terms.
- Delay in service without justification.
- Violation of safety standards.
Consumers often aren’t aware of how or where to file a complaint. CHRC assists by:
- Educating them on their rights.
- Offering platforms to raise grievances.
- Supporting action against erring businesses.
- Connecting them to appropriate legal forums.
If unresolved, complaints can be escalated to Consumer District Forums, State Commissions, or National Commissions, depending on the compensation amount. Prosecution under the Act is also possible when supported by evidence.
✅ Right to Safety
Consumers have the right to be protected from hazardous goods and services that may harm life or property. This includes:
- Food products with harmful additives.
- Medical negligence.
- Unsafe automobiles or electronics.
- Adulterated goods or expired medicines.
We ensure that consumers are aware of product safety standards and are encouraged to report negligence by manufacturers, retailers, or service providers.
⚖️ Consumer Law & Redressal System
The Consumer Protection Act, 1986 (updated in 2019) provides a robust legal framework. It:
- Defines unfair trade practices.
- Empowers consumers to seek compensation.
- Creates judicial bodies for speedy resolution.
Three-tier redressal system:
- District Forum – Up to ₹1 crore compensation.
- State Commission – ₹1 crore to ₹10 crore.
- National Commission – Above ₹10 crore.
Consumers can approach these forums directly or with CHRC support. CHRC also offers legal awareness drives and training for understanding procedures.
📈 Awareness & Support Activities
The CHRC Consumer Rights Cell also undertakes:
- Awareness campaigns about online and offline fraud.
- Public awareness about pricing, safety standards, and product recall processes.
- Helpline support for product-related issues and delayed services.
- Special drives in rural and semi-urban areas.
- Support for drafting complaints, legal notices, and follow-ups.
We work in collaboration with legal professionals, industry experts, and consumer advocates to ensure fair treatment for every individual.
📌 Key Focus Areas
- Product/service warranty violations.
- Delay or denial of after-sales support.
- Defective products and hazardous materials.
- False/misleading advertisements.
- Unauthorized billing or hidden charges.
- E-commerce fraud and return policy abuse.
