National Consumer Day is commemorated in India annually on December 24 to highlight the significance of consumer rights, protection, and awareness. This date marks a pivotal moment in India's legal landscape, as it was on December 24, 1986, that the Consumer Protection Act, 1986 received presidential assent.
For 2025, National Consumer Day will be guided by the theme “Efficient and Speedy Disposal through Digital Justice.” This theme reflects India's increasing reliance on technology for accessible and timely consumer grievance redressal. Delays in resolving complaints may diminish consumer confidence, but digital platforms like e-Jagriti expedite this process by minimizing backlogs.
Technological advancements such as automation, online case tracking, and virtual hearings enhance efficient case management. Accessibility features, including multilingual support, voice-to-text capabilities, and AI assistance, empower senior citizens, persons with disabilities, and NRIs to file and monitor complaints from anywhere.
Transparency is ensured through SMS and email updates, while tools like the Jago Grahak Jago App and CCPA dashboards allow users to track progress and enforce accountability.
India’s consumer protection framework has transformed significantly over the years. The Consumer Protection Act, 1986 established crucial consumer rights, including:
This framework was thoroughly updated with the enactment of the Consumer Protection Act, 2019, which came into effect in July 2020. The new legislation bolstered consumer protections in a modern, digital marketplace and introduced more effective dispute resolution methods.
The Consumer Protection Act, 2019 provides a three-tier structure to resolve consumer disputes efficiently:
As of July 2025, ten states and the NCDRC achieved a case disposal rate surpassing 100%, indicating improved efficiency in handling consumer disputes.
Established in July 2020, the Central Consumer Protection Authority (CCPA) aims to protect consumer interests collectively. Its essential functions include:
The CCPA has played a crucial role in addressing challenges such as false online advertising and deceptive practices in digital commerce.
A significant highlight of National Consumer Day 2025 is the success of e-Jagriti, launched on January 1, 2025. This unified digital platform integrates previous systems like e-Daakhil, CONFONET, and NCDRC CMS. e-Jagriti allows consumers to:
With its multilingual interface, chatbot assistance, and voice-to-text features, e-Jagriti promotes inclusivity for senior citizens, persons with disabilities, and NRIs. By mid-November 2025, e-Jagriti had facilitated over 1.35 lakh case filings and disposed of more than 1.31 lakh cases.
The National Consumer Helpline (NCH) has been upgraded to AI-enabled NCH 2.0, offering support in 17 languages. Consumers can register grievances through:
In December 2024, the helpline managed over 1.55 lakh calls and now resolves more than 12 lakh complaints annually, with many resolved within 21 days.
Institutions like the Bureau of Indian Standards (BIS) and the National Test House (NTH) play a vital role in consumer protection by ensuring quality assurance and standardization. With more than 22,300 Indian Standards aligned with international norms, BIS certification and hallmarking initiatives guide consumers in making informed purchasing decisions.
Recent amendments to the Legal Metrology Rules (2025) have enhanced transparency by:
These reforms strengthen accountability and empower consumers in both physical and digital marketplaces.
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