'Consumers to get major boost, deliberations on use of Whatsapp, email, for faster consumer complaints redressal to begin soon' : Minister

New Delhi: Consumer protection in India is likely to get a major boost as consumers will get a major power to report disputes. The Minister of Consumer Affairs is likely to deliberate on digital alternatives for faster redressal of consumer complaints.

Piyush Goyal, Minister of Consumer Affairs, Commerce & Industry said, "I urge all Consumer Commissions to see how digital media such as WhatsApp and e-mail can be generously used to issue notices, replies & other documents. Consumer Commissions should religiously follow the timelines as per the Consumer Protection Act, 2019 for expediting disposal of cases."

He further said that the commissions should be able to dispose of cases within 3-5 months of filing to provide speedy justice to consumers.

Speaking on the sidelines of National Workshop on ‘Effective and Speedy Consumer Disputes Redressal’, the Minister further proposed using the method of Mediation to solve consumer disputes. He believes this will not only save time and money involved in litigating the dispute, it will also help in reducing the pendency of cases.

The Government is also encouraging use of e-mediation. Till now 153 District Commissions, 11 State Commissions along with the National Commission have established mediation centres.

The Minister of Consumer Affairs also emphasized on the importance of digitisation of all documents & urged Commissions to adopt e-documentation.

He further said, "Having all documents and processes online will enable hassle free procedure for consumers. Simplification of process will lead to a more effective and affordable justice system."

As on 14th June 2022, the pendency in the National Commission was 22,608, in State Commission pendency was 1,49,608 & in District Commission it was 4,66,034. Piyush Goyal further added, "Delayed disposal and huge pendency remains a major challenge towards the redressal of Consumer Grievances. Those seeking repeated adjournments should also be dealt with. The pendency can be reduced by bunching off similar cases and disposing them together."

According to an Act in 2019, District Commission are required to send a copy of the admitted complaint within 21 days from the date of its admission to the opposite party. The respondent has to furnish its reply within 30 days which is extendable to 15 days.