SDG 16: Peace, Justice, and Strong Institutions | SDG 17: Partnerships for the Goals
Ministry of Consumer Affairs, Food & Public Distribution | Department of Consumer Affairs | Central Consumer Protection Authority (CCPA)
National Consumer Day is observed annually in India on 24 December to mark the day the Consumer Protection Act, 1986, received Presidential assent. The 2025 observance is guided by the theme “Efficient and Speedy Disposal through Digital Justice,” reflecting a strategic shift toward a technology-driven, accessible grievance redressal ecosystem.
Key advancements and reforms highlighted in 2025:
Digital Transformation: The e-Jagriti platform, launched on 1 January 2025, has revolutionized consumer justice by integrating multiple legacy systems into a single interface. As of mid-November 2025, it has facilitated over 1.35 lakh case filings and the disposal of 1.31 lakh cases.
Enhanced Accessibility: The platform supports multilingual interfaces, chatbot assistance, and virtual hearings, making it user-friendly for all, including senior citizens and the differently-abled.
Efficiency Gains: In July 2025, ten states and the National Consumer Disputes Redressal Commission (NCDRC) recorded a disposal rate exceeding 100%, resolving more cases than were newly filed.
Strengthened Oversight: The Central Consumer Protection Authority (CCPA), established under the 2019 Act, actively regulates unfair trade practices, including the identification and curbing of “dark patterns” like drip pricing and false urgency in the digital marketplace.
What are “Dark Patterns” in the digital marketplace? These are deceptive design tactics used by platforms to mislead or pressure consumers into making unintended choices. Examples include drip pricing (adding hidden costs at the final step) and creating false urgency to force a purchase. The CCPA has issued guidelines to specifically curb these practices, ensuring greater fairness and transparency for online shoppers.
Policy Relevance
The focus on “Digital Justice” is central to improving Ease of Living and building trust in India’s rapidly expanding digital economy. By modernizing the three-tier adjudicatory structure—comprising District, State, and National commissions—and introducing AI-enabled tools like National Consumer Helpline (NCH) 2.0, the government aims to provide timely, equitable solutions for all citizens. This shift ensures that consumer rights are not just legal provisions but functional realities in a contemporary marketplace.
Relevant Question for Policy Stakeholders: How can the Department of Consumer Affairs ensure that the efficiency gains of e-Jagriti are sustained while also addressing the digital divide to protect consumers in remote rural areas with limited internet access?
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