Where Does Consumer Protection Stand Today?

For decades, Indian consumers often felt like they were walking a tightrope without a safety net. Products sometimes failed, services fell short, and redressal mechanisms were either non-existent or painstakingly slow. Then came a landmark legislation that fundamentally shifted the balance of power, empowering millions and laying the groundwork for a more accountable marketplace: The Consumer Protection Act of 1986 (COPRA 1986).

While it has since been replaced by the Consumer Protection Act of 2019, it’s crucial to understand the revolutionary impact of its predecessor. COPRA 1986 wasn’t just a law; it was a movement.

What made COPRA 1986 So Revolutionary?

Before 1986, consumer grievances were often scattered across various laws, making it difficult for an average person to seek justice. COPRA changed all that by:

• Defining “Consumer” Broadly: The Act gave a clear and expansive definition of who a “consumer” was, including not just those who bought goods for personal use but also those who availed services. This cast a wide net, protecting almost everyone engaging in economic transactions.
• Establishing “Consumer Rights”: For the first time, specific rights of consumers were codified. These included:
  • Right to Safety: Protection against hazardous goods and services.
  • Right to be Informed: Access to information about the quality, quantity, potency, purity, standard, and price of goods or services.
  • Right to Choose: Assurance of access to a variety of goods and services at competitive prices.
  • Right to be Heard: That consumer interests would receive due consideration at appropriate forums.
  • Right to Seek Redressal: Access to forums for grievance mechanisms.
  • Right to Consumer Education: The right to acquire knowledge and skills to be an informed consumer.
• Creating a Three-Tier Grievance Redressal System: This was perhaps the most significant structural change. COPRA 1986 established quasi-judicial bodies at three levels:
  • District Forum: For claims up to a certain monetary limit.
  • State Commission: For claims exceeding the District Forum’s limit and appeals from District Forums.
  • National Commission: For claims exceeding the State Commission’s limit and appeals from State Commissions. This system was designed to be simple, inexpensive, and quick, offering an alternative to the often-intimidating and slow traditional courts. Consumers could file complaints without needing a lawyer, making justice accessible.
• Holding Service Providers Accountable: Beyond just goods, the Act brought a wide range of services under its ambit, including banking, insurance, transport, housing, medical services, and electricity. This was a massive step towards ensuring quality and accountability in sectors that deeply impacted daily lives.

The Lasting Legacy
COPRA 1986 instilled a sense of confidence in consumers and a degree of caution in manufacturers and service providers. It fostered a culture where “customer is king” became more than just a slogan – it became a legal imperative. It encouraged the growth of consumer awareness organizations and empowered individuals to stand up against unfair trade practices, defective products, and deficient services.

While the Consumer Protection Act of 2019 has introduced more modern provisions like e-commerce regulation, product liability, and mediation cells, it stands on the strong foundations laid by the 1986 Act. The spirit of consumer empowerment, accessibility to justice, and clear articulation of consumer rights – all were pioneering achievements of COPRA 1986.

It was a true game-changer, transforming the Indian marketplace and ensuring that the voice of the consumer could no longer be ignored.