In an effort to safeguard consumer rights and raise awareness about fraudulent practices, the Department of Consumer Affairs has been actively conducting country-wide multimedia campaigns titled ‘Jago Grahak Jago.’ The initiatives employ various communication channels such as print media, television, radio, cinema theatres, websites, hoardings, and display boards to disseminate simple yet impactful messages.
Recognizing the importance of reaching people in rural and backward areas, the Department actively participates in significant fairs, festivals, and events across various states and union territories. By doing so, the campaigns target a large audience from these areas, ensuring that consumer awareness is widespread. Additionally, the Department provides Grant-in-Aid to States and UTs to support consumer awareness activities with locally relevant content.
The Department leverages social media platforms to disseminate information on consumer rights and redressal mechanisms. Professionally managed digital channels share creative content aimed at enhancing consumer awareness and protecting their rights. Introducing ‘Jagriti’ as a mascot signifies the Department's commitment to empowering consumers and educating them about their rights. This move aligns with the implementation of the Consumer Protection Act, 2019, which establishes a three-tier quasi-judicial mechanism, known as Consumer Commissions, at the District, State, and National levels.
The Central Consumer Protection Authority (CCPA), established under the Consumer Protection Act, 2019, focuses on regulating consumer rights violations, unfair trade practices, and misleading advertisements. This authority plays a crucial role in safeguarding public and consumer interests. To address consumer grievances, the National Consumer Helpline (NCH) serves as a centralized platform.
The NCH website, www.consumerhelpline.gov.in, not only creates awareness but also provides advice and facilitates the lodging of consumer grievances. The convergence model, an out-of-court dispute resolution mechanism, involves partnering with companies committed to efficient complaint resolution, ensuring timely follow-up and escalation of complaints.
The Consumer Protection Act, 2019, emphasizes the expeditious disposal of complaints, with a target of three months for cases that do not require analysis or testing of commodities and five months for those that do. In a noteworthy achievement, the Department reported that the number of consumer cases disposed of in 2022 exceeded the number of cases filed, indicating an effective resolution mechanism.
The Central Government actively supports state governments through the 'Strengthening Consumer Commissions' scheme. Financial assistance is provided for infrastructure development, including the construction of mediation cells, purchase of furniture, computers, office equipment, and library books.
Under the 'Computerization and Computer Networking of Consumer Commissions in the country (CONFONET)' scheme, the Department aims to fully computerize all Consumer Commissions. The 'edaakhil.nic.in' portal facilitates online filing of consumer complaints, offering convenience and accessibility to consumers and advocates across 35 states and union territories.
