Delhi, 14 June (H.S.): The Department of Consumer Affairs, Government of India, hosted a Regional Workshop on “Consumer Protection in the Southern States/UTs” on 13th June in Chennai to enhance consumer grievance redressal mechanisms and institutional efficiency. Keynote speaker Nidhi Khare highlighted the need for adaptive legal and digital frameworks in the digital age. She emphasized initiatives like the Right to Repair Portal, e-Jagriti, and enhancements to the National Consumer Helpline as efficient, cost-effective methods for addressing consumer complaints pre-litigation. She acknowledged regulatory actions from the CCPA to combat dark patterns, fake reviews, and misleading advertisements, praising the Southern States’ performance in case disposal rates. Khare called for continuous innovation and equitable access to grievance redressal, particularly through mediation and virtual hearings.

In 2025, the National Consumer Helpline recorded 5.41 lakh complaints, with 23% originating from Southern States, indicative of strong regional involvement. From 28.54 lakh national cases, only 5.62 lakh remain pending, with Southern States responsible for just 13.34%. Notably, Karnataka and Kerala Commissions disposed of more cases than filed, and several District Commissions reported over 100% disposal rates for three consecutive years. Over 11,900 cases were adjudicated via Virtual Courts. The introduction of e-Jagriti, an AI-integrated platform, was noted for its inclusion of essential systems like e-Daakhil and Confonet, along with features such as chatbot registration, multilingual access, and support for legal professionals and differently-abled individuals.

Justice Amreshwar Pratap Sahi, President of the NCDRC, spoke on the evolving nature of the Consumer Protection Act, stressing a shift from traditional courts to consumer commissions. He advised District Commissions to embrace digitalization for greater efficiency and accessibility in dispute resolution. He emphasized building digital infrastructure and leveraging technology, alongside proactive collaboration with administrative bodies, to ensure the prompt enforcement of Commission orders and timely consumer justice.

The workshop encompassed four thematic technical sessions and two parallel sessions, chaired by Justice Amreshwar Pratap Sahi and co-chaired by Nidhi Khare, concentrating on enhancing consumer grievance redressal across critical sectors. Key discussions included digital innovation via e-Jagriti, grievance mechanisms in real estate and insurance, and addressing medical negligence, with contributions from judicial leaders, state officials, and legal experts. The parallel sessions emphasized aligning Legal Metrology enforcement with the Jan Vishwas Act, 2023, alongside the National Test House's role in product quality assurance through independent testing, aimed at bolstering consumer protection and industry accountability in the Southern region.

The Department has implemented focused measures for continual monitoring of consumer cases nationwide, organizing one-day regional workshops and state-specific meetings throughout India. These interactions have been essential for addressing case pendency issues and identifying actionable strategies to ensure quicker and more effective redressal.

Bharat Khera, Additional Secretary, Department of Consumer Affairs, Government of India, underscored India's longstanding principles in ethical trade and the transformative effects of the Consumer Protection Act, 2019. Thiru Satyabrata Sahoo, Principal Secretary of Tamil Nadu’s Cooperation, Food & Consumer Protection Department, highlighted the necessity for capacity building and training to bolster consumer protection institutions and affirmed the vital role of policymakers in delivering justice.

The workshop concluded with a commitment from participating states and stakeholders to collaborate in strengthening consumer protection mechanisms across their jurisdictions. The Department of Consumer Affairs aims to maintain cooperation with states and stakeholders to ensure effective implementation of consumer protection laws and initiatives benefiting consumers across the Southern States/UTs and throughout the country. Attendees included officials from the Ministry, Members of State Commissions, District Commission Presidents, Members of District Commissions, and representatives from Voluntary Consumer Organizations in the Southern region.

---------------

Hindusthan Samachar / Jun Sarkar