Consumer Dispute, Defect, Deficiency, Unfair Trade Practices

Consumer Dispute

Consumer dispute arises when there is a disagreement or conflict between a consumer and a seller, manufacturer, or service provider regarding the quality, price, quantity, or standard of goods or services. Under the Consumer Protection Act, 2019, a consumer dispute is formally recognized when a consumer complaint is filed before a Consumer Disputes Redressal Commission and is not resolved satisfactorily by the opposite party.

The Act ensures that consumers are provided with speedy, simple, and effective redressal of their grievances. It also establishes a legal structure for resolving disputes efficiently at the district, state, and national levels.

According to Section 2(6) of the Consumer Protection Act, 2019, a consumer dispute means a dispute where the person against whom a complaint has been made denies or disputes the allegations contained in the complaint.

This definition implies that a consumer dispute begins when:

• A consumer files a valid complaint, and
• The opposite party disagrees or refutes the allegations.

Examples of Consumer Disputes

• A consumer buys a refrigerator which stops working within a week. The seller refuses to repair or replace it.
• A customer books a flight online but is denied boarding despite a confirmed ticket.
• An insurance company refuses to settle a claim citing hidden clauses.
• A student pays fees for a coaching institute, but the promised classes are not delivered.

Causes of Consumer Disputes:

• Defective Goods

One of the primary causes of consumer disputes is the purchase of defective or substandard goods. These may include products that are damaged, unsafe, or do not perform as promised. When sellers or manufacturers refuse to replace, repair, or refund such goods, consumers are left dissatisfied. This leads them to seek legal remedies through consumer forums. The absence of product guarantees and post-sale service often intensifies the problem, resulting in formal complaints and legal conflicts.

• Deficiency in Services

When a service provider fails to deliver promised services with adequate care, skill, or quality, it results in a deficiency. This includes delayed responses, poor customer support, incomplete service delivery, or negligence in sectors like banking, insurance, healthcare, or transport. Consumers expect reliable service after payment, and when expectations are not met, they initiate disputes. Service deficiencies account for a significant percentage of consumer complaints registered before dispute redressal commissions.

• Unfair Trade Practices

Unfair trade practices include false advertising, deceptive pricing, misleading product descriptions, and fraudulent schemes. For instance, a company may advertise exaggerated benefits or hide important terms in fine print. These practices mislead consumers into making purchases based on inaccurate information. When the truth is discovered post-purchase, consumers feel cheated and approach legal forums to seek compensation or cancellation, thus leading to disputes. These issues undermine trust in market ethics and transparency.

• Overcharging and Price Disputes

Charging prices above the MRP (Maximum Retail Price), including hidden costs, or imposing unauthorized charges leads to frequent consumer disputes. Sellers may also exploit demand by raising prices unfairly during shortages or festivals. Additionally, in digital transactions, final prices may be higher than the price displayed due to added service or handling charges. Such price-related discrepancies prompt consumers to lodge complaints and demand fair pricing practices through legal channels.

• Non-Delivery or Delay in Delivery

Consumers often face disputes when purchased goods or services are not delivered within the agreed timeframe or are not delivered at all. This issue is especially common in e-commerce and logistics services. Delays in delivering critical goods like medicines, electronics, or groceries cause inconvenience and loss. When sellers fail to justify or compensate for the delay, or remain unresponsive, consumers seek legal intervention to enforce delivery or obtain refunds.

• Lack of After-Sales Service

After-sales service is essential for products like electronics, automobiles, and appliances. When service centers fail to provide promised maintenance, repair, or warranty support, it creates dissatisfaction. Consumers often feel helpless when companies ignore complaints or delay resolution. This negligence in honoring warranties or providing poor support leads to a loss of faith and forces consumers to file complaints. Poor after-sales service remains a recurring cause of consumer grievances.

Procedure to File a Consumer Dispute:

• Filing a Complaint

The first step is to file a written complaint by the consumer or their authorized representative. The complaint must clearly mention the details of the goods or services, the defect or deficiency, and the relief sought. It should be filed at the appropriate Consumer Disputes Redressal Forum—District, State, or National—based on the value and nature of the dispute.

• Payment of Fees

Upon filing the complaint, the consumer must pay the prescribed fee according to the value of the claim. The fee varies for District, State, and National Commissions and is often nominal. Fee payment is essential for the complaint to be registered and proceed further. Sometimes, fee exemptions or reductions are available for certain categories of complainants, such as senior citizens or economically weaker sections.

• Serving Notice to Opposite Party

Once the complaint is accepted, the forum issues a notice to the opposite party (seller, manufacturer, or service provider). The notice informs them about the complaint and requests a written reply within a specified time, usually 30 days. The opposite party is expected to respond with their version, defenses, or any settlement proposal to address the consumer’s grievance.

• Hearing and Disposal

The Consumer Forum schedules hearings where both parties present evidence, witnesses, and arguments. The forum examines the case details thoroughly and may suggest settlement or mediation. After hearing both sides, the forum issues its judgment within a reasonable time. The order may include compensation, replacement, repair, refund, or other reliefs. The decision is binding but can be appealed in a higher forum.

Recent Trends in Consumer Dispute Resolution:

• Integration of Artificial Intelligence in Dispute Resolution

Artificial Intelligence (AI) is increasingly being utilized in consumer dispute resolution to enhance efficiency and accessibility. Platforms like LLMediator leverage AI to assist in online dispute resolution (ODR) by analyzing dispute conversations, selecting suitable intervention types, and generating appropriate intervention messages. This integration aims to streamline the dispute resolution process, making it more efficient and accessible for consumers, especially in high-volume, low-intensity legal disputes.

• Expansion of Online Dispute Resolution (ODR) Mechanisms

Online Dispute Resolution (ODR) is gaining traction in India as a means to resolve consumer disputes efficiently. The Indian government has been promoting ODR through initiatives like e-Lok Adalats, which have successfully resolved millions of cases remotely. Additionally, startups and enterprises are adopting ODR platforms to address consumer grievances swiftly and cost-effectively. This trend reflects a shift towards digital platforms for dispute resolution, aiming to reduce the burden on traditional courts and provide timely justice to consumers.

• Government’s Emphasis on Mediation Over Arbitration

The Indian government is shifting its focus from arbitration to mediation as the preferred method of dispute resolution in domestic public procurement contracts. New guidelines introduced in June 2024 recommend that arbitration clauses be included only in contracts with a dispute value below ₹10 crore. For higher-value disputes, the government encourages the adoption of mediation under the Mediation Act, 2023. This approach aims to reduce litigation costs and expedite dispute resolution processes, promoting a more efficient and accessible justice system.

• Enhanced Enforcement Measures by Consumer Forums

To address non-compliance with consumer court orders, the Karnataka State Consumer Disputes Redressal Commission (KSCDRC) plans to involve police in enforcing orders in exceptional cases. This initiative targets defiant parties, such as certain real estate firms, who fail to comply with judgments. Additionally, KSCDRC is investing ₹52 crore in digital tools to boost case transparency and efficiency, including a Telegram channel for notifications and YouTube for live-streaming court proceedings. These measures aim to uphold the commission’s authority and enhance public engagement

• Digital Service of Legal Notices

The Ernakulam Consumer Disputes Redressal Commission has recognized the use of digital platforms like WhatsApp for serving legal notices, especially when parties avoid traditional methods. This approach aligns with the Supreme Court’s directive to adopt more efficient and cost-effective methods over conventional ones like registered post. Section 65 of the Consumer Protection Act permits electronic delivery of notices, ensuring that parties cannot evade legal action by avoiding notice acceptance. This development enhances the efficiency of the legal process

Challenges in Consumer Dispute System:

• Delayed Justice

One of the biggest challenges is the delay in resolving consumer disputes. Cases often remain pending for years due to a backlog in consumer forums, shortage of staff, and procedural bottlenecks. These delays defeat the very purpose of quick and affordable redressal, leaving consumers frustrated and disillusioned with the system’s effectiveness.

• Lack of Awareness

A large section of consumers, especially in rural areas, are unaware of their rights and the redressal mechanisms available under the Consumer Protection Act. This lack of awareness restricts them from approaching consumer courts, even when exploited. Moreover, many do not understand the documentation or evidence needed to file a successful claim.

• Limited Infrastructure

Consumer forums often suffer from poor infrastructure, such as inadequate office space, lack of technology, and insufficient support staff. Many forums lack basic amenities like functioning websites or digital filing systems, which hampers efficiency and discourages consumers from pursuing their grievances through formal channels.

• Non-compliance of Orders

Even when consumer forums pass favorable orders, many companies or service providers ignore or delay compliance. Enforcing these orders often requires further legal proceedings, adding time and cost. This undermines the authority of the consumer forums and discourages consumers from seeking justice.

• Undertrained Personnel

Consumer redressal bodies often lack professionally trained personnel with expertise in consumer law, technology, or financial matters. Judges or members may not always be equipped to deal with complex modern disputes involving digital transactions or technical products, leading to poor quality judgments or unfair outcomes.

• High Legal Costs

Despite being designed as an affordable option, the cost of pursuing a consumer case can be high, especially when legal counsel is needed. Long durations, documentation, and multiple hearings can add financial strain on consumers, making the process inaccessible to economically weaker sections.

Defect

According to Section 2(10) of the Consumer Protection Act, 2019, a defect means:

“Any fault, imperfection or shortcoming in the quality, quantity, potency, purity or standard which is required to be maintained by or under any law in force or under any contract, express or implied, or as is claimed by the trader in any manner whatsoever in relation to any goods or product.”

This definition highlights that a defect is not limited to physical damage. It can also refer to non-compliance with contract terms, legal standards, or representations made by the seller.

Types of Defects:

• Manufacturing Defect

This occurs during the production process. The defect may be due to poor workmanship, faulty machinery, or human error. Such defects make the product unsafe or unusable for the consumer.

• Design Defect

A design defect exists when the product’s design is inherently dangerous or ineffective. Even if manufactured perfectly, the product cannot perform as expected due to flawed design.

• Packaging Defect

If the product’s packaging is improper or misleading, leading to contamination or incorrect usage, it can be considered a defect. For example, food items not stored hygienically or with mislabeling.

• Non-conformity with Standards

If the goods do not conform to prescribed standards set by organizations like the Bureau of Indian Standards (BIS) or FSSAI, they are considered defective.

• Hidden or Latent Defect

These defects are not immediately visible or known at the time of purchase. They become apparent only after the product is used for some time.

Examples of Defect:

• A consumer buys a washing machine that stops working within a week due to poor wiring — a manufacturing defect.
• A medicine bottle with an incorrect label leading to overdose — a packaging defect.
• A car model designed with a braking system prone to failure — a design defect.
• A packet of biscuits that contains insects — a purity defect.
• An electronic product claiming 6 hours of battery life but failing after 2 hours — non-conformance with the seller’s claims.

Significance of Identifying a Defect:

• Protects Consumer Rights

Identifying a defect enables consumers to assert their legal rights under consumer protection laws. It empowers them to demand quality goods, fair treatment, and timely remedies. This process strengthens the position of consumers in the marketplace and deters sellers from indulging in unethical practices, ensuring fairness and integrity in trade.

• Ensures Product Accountability

When a defect is identified and reported, it holds manufacturers and sellers accountable for product quality. They must ensure that goods meet legal and contractual standards. This encourages businesses to implement quality control mechanisms and maintain product safety, helping to prevent defective goods from entering the market in the future.

• Promotes Market Discipline

Highlighting defects helps instill discipline in the market by discouraging negligent or fraudulent business practices. It creates pressure on producers and sellers to uphold quality, comply with regulations, and act transparently. Over time, this results in a more competitive and responsible market environment where consumer interests are better safeguarded.

• Supports Legal Recourse

The identification of a defect provides a solid foundation for filing a legal complaint or seeking compensation. It serves as essential evidence in consumer forums or courts. Without proving a defect, consumers may lose the opportunity for redressal, making this identification a vital step in pursuing justice under the Consumer Protection Act.

• Boosts Consumer Awareness

When defects are detected and discussed, it enhances consumer awareness about product quality, warranties, and standards. Educated consumers are better equipped to make informed purchasing decisions. This awareness also contributes to creating a vigilant society where buyers can detect substandard goods early and avoid exploitation or financial loss.

• Encourages Industry Improvements

Frequent identification and reporting of product defects drive companies to innovate, improve product design, and adhere to compliance norms. It fosters a culture of continuous improvement, where businesses strive to deliver superior goods, enhancing customer satisfaction and brand reputation. Ultimately, it benefits both consumers and manufacturers.

Deficiency:

Deficiency refers to any fault, imperfection, shortcoming, or inadequacy in the quality, nature, or manner of performance of a service. It arises when a service provider fails to meet the standard promised or expected under a contract. The Consumer Protection Act clearly identifies deficiency in services like banking, insurance, transport, and education as grounds for consumer disputes, entitling consumers to seek remedies such as compensation or correction.

• Deficiency in Banking Services

Deficiency in banking occurs when banks fail to deliver promised services like fund transfers, loan disbursements, cheque clearance, or ATM transactions. For example, wrongful deductions, non-issuance of statements, or delay in processing loans may qualify as deficiencies. Since banks hold a fiduciary duty to customers, any lapse is taken seriously under consumer law, enabling aggrieved individuals to file complaints in consumer forums.

• Deficiency in Banking Services

Deficiency in banking occurs when banks fail to deliver promised services like fund transfers, loan disbursements, cheque clearance, or ATM transactions. For example, wrongful deductions, non-issuance of statements, or delay in processing loans may qualify as deficiencies. Since banks hold a fiduciary duty to customers, any lapse is taken seriously under consumer law, enabling aggrieved individuals to file complaints in consumer forums.

• Deficiency in Insurance Services

Insurance service deficiency may involve delayed claims settlement, wrongful denial of claims, non-disclosure of policy terms, or misleading information about coverage. When insurers fail to uphold policy commitments, it adversely affects consumers financially and emotionally. Courts often view such actions as deficiency in service, holding insurance companies liable for compensation, especially in life, health, and motor insurance cases.

• Deficiency in Medical Services

In medical services, deficiency arises when healthcare providers fail to follow due care, skill, or ethical standards, resulting in harm or injury to the patient. Misdiagnosis, surgical errors, or lack of post-treatment support can be cited as deficiencies. Courts assess medical negligence based on standard professional practices, and compensation is awarded to affected patients under consumer protection laws.

• Deficiency in Educational Services

Educational institutions can also be liable for deficiency in service if they fail to provide promised courses, infrastructure, or certifications. Charging fees without conducting proper classes, failing to conduct exams, or issuing invalid degrees are common issues. Students can file consumer complaints when expectations based on a contract or prospectus are unmet by the institution.

• Deficiency in Transport Services

Deficiency in transport services includes delayed or canceled bookings, mishandling of goods, poor customer service, or failure to follow routes. Transport companies, airlines, railways, or courier services are expected to meet specific standards. A breach of those, such as a bus not showing up or damaged luggage, can be challenged under the Consumer Protection Act.

• Deficiency in Telecom Services

Telecommunication services, like mobile networks and internet providers, may be liable for poor connectivity, hidden charges, or failure to activate promised plans. When services are erratic or misrepresented, and grievances are ignored, customers may file for redressal under consumer forums. Telecom Regulatory Authority of India (TRAI) guidelines also support claims for service lapses.

• Deficiency in Housing and Real Estate Services

Deficiency in housing services includes delay in possession, poor construction quality, deviation from approved layouts, or refusal to refund booking amounts. Builders are contractually obliged to fulfill commitments made in brochures or agreements. Any failure to deliver the promised amenities or possession timeline allows buyers to seek remedy through consumer courts.

• Deficiency in Legal Services

Lawyers and legal firms can be liable for deficiency in service if they fail to represent clients diligently, miss court hearings, or provide incorrect legal advice. While legal services are sensitive in nature, blatant neglect or misconduct may be seen as service deficiency. Clients have a right to claim compensation for damages resulting from professional lapses.

• Deficiency in Hospitality Services

Hotels, restaurants, and resorts may be held accountable for poor services, unhygienic conditions, overcharging, or non-fulfillment of bookings. For instance, providing substandard food or failing to provide a reserved room constitutes a deficiency. Customers can approach consumer forums for redressal, demanding refunds or compensation for inconvenience or breach of contract.

• Deficiency in E-commerce Services

Online platforms face frequent complaints regarding delivery delays, defective products, poor customer support, and return policy violations. As digital transactions grow, so do instances of service lapses. E-commerce platforms are considered service providers and must adhere to consumer protection norms. Non-compliance with stated policies may amount to deficiency in service.

Unfair Trade Practices:

Unfair Trade Practices refer to dishonest or deceptive practices used by businesses to gain an unfair advantage over consumers or competitors. These practices include misrepresentation, false advertising, hoarding, cheating, or any activity that misleads or exploits the consumer. The concept is legally recognized under the Consumer Protection Act, 2019 in India, which defines unfair trade practices in Section 2(47) as any trade practice that adopts deceptive methods to promote the sale, use, or supply of any goods or services.

The objective of identifying and restricting unfair trade practices is to ensure that consumers are not misled or defrauded and that businesses engage in ethical and transparent dealings. Some common examples include selling fake or counterfeit products, providing false guarantees, misleading advertisements, and offering fake discounts. These practices can cause significant financial and emotional harm to consumers.

Unfair trade practices not only affect individual consumers but also disrupt healthy market competition. Honest businesses suffer as they cannot compete with the deceptive practices of others. Therefore, laws against unfair trade are crucial for maintaining consumer trust and a fair business environment.

Consumers who are victims of unfair trade practices can file complaints with consumer courts, which may award compensation, penalties, or direct the business to stop such practices. Thus, preventing unfair trade is essential for consumer protection and market integrity.

Key Forms of Unfair Trade Practices:

• Misleading Advertisements

Advertising goods or services with false claims about quality, performance, or benefits, such as promoting a beauty product as having “permanent results” when it does not.

• False Representation

Claiming a product is of a certain standard, grade, or quality when it is not, or saying that a second-hand item is brand new.

• Bargain Price Misleading

Offering goods at a bargain price without having the actual intent to sell them at that price, or having insufficient stock.

• Hoarding and Destruction

Hoarding or destroying goods with an intent to raise prices unfairly or create artificial scarcity.

• Disparaging Other Goods/Services

Making false or misleading statements about the goods or services of another business to undermine competition.

• Prize Schemes and Contests

Offering contests or lottery-like schemes with the intention to promote sales without intending to genuinely deliver the promised prizes.