THE CONSUMER PROTECTION ACT, 1986 & RULES, 1987
CONTENTS
Page
Introduction 1
Sections
CHAPTER I
PRELIMINARY
1. Short title, extent, commencement and application. 3
2. Definitions 3
3. Act not in derogation of any other law. 9
CHAPTER II
CONSUMER PROTECTION COUNCILS
4. The Central Consumer Protection Council 9
5. Procedure for meetings of the Central Council 10
6. Objects of the Central Council 10
7. The State Consumer Protection Councils 10
8. Objects of the State Council
9. 8A The District Consumer Protection Council
10. 8B Objects of the District Council
CHAPTER III
CONSUMER DISPUTES REDRESSAL AGENCIES
11. Establishment of Consumer Disputes Redressal Agencies . 11
12. Composition of the District Forum 11
13. Jurisdiction of the District Forum 12
14. Manner in which complaint shall be made 13
15. Procedure on receipt of complaint 13
16. Finding of the District Forum 15
15. Appeal 17
16. Composition of the State Commission 17
17. Jurisdiction of the State Commission 18
18. Procedure applicable to State Commissions, 18
18A Vacancy in the office of the President 18
19. Appeals 18
20. Composition of the National Commission 19
21. Jurisdiction of the National Commissio!1 19
22. Power of and procedure applicable to the National Commission 20
23. Appeal 20
24 Finality of orders 20
24A. Limitation Period 20
24B. Administrative control 21
25. Enforcement of orders by the Forum, the State Commission or the National Commission 21
Contents
Sections . Page
26. Dismissal of frivolous or vexatious complaints 21
27. Penalties 22
CHAPTER IV
MISCELLANEOUS
28. Protection of action taken in good faith 22
29. Power to remove difficulties 22
29A. Vacancies or defects in appointment not to invalidate orders. 22
30. Power to make rules 22
31. Laying of rules 23
THE CONSUMER PROTECTION RULES, 1987
1. Short title, extent and commencement 24
2. Definitions 24
2A. State Governments to recognise a laboratory as an appropriate
laboratory 24
3. The Constitution of the Central Consumer Protection Council and
the Working Groups 24
4. Procedure of the Central Council 25
5. Place of the National Commission 26
6. Working days and office hours of the National Commission 26
7. Seal and emblem 26
8. Sitting of the National Commission 26
9. Staff of the National Commission 26
10. Additional powers of the National Commission, State Commission
and District Forum 26
11. Salaries, honorarium and other allowances of the President and
Members.of the National Commission 27
12. Terms and conditions of service of the President and members of
the National Commission 27
13. Removal of President or members from office in certain circumstances. 28
14. Procedure to be followed by the National Commission 28
15. Procedure for hearing the appeal 29
15A. Sitting of the National Commission and signing of orders 30
THE CONSUMER PROTECTION ACT, 1986
INTRODUCTION
The industrial revolution and the development in the international trade and commerce
has led to the vast expansion of business and trade, as a result of which a variety of consumer
goods have appeared in the market to cater to the needs of the consumers and a host of services
have been made available to the consumers like insurance, transport, electricity, housing,
entertainment, finance and banking. A well organised sector of manufacturers and traders with
better knowledge of markets has come into existence, thereby affecting the relationship between
the traders and the consumers making the principle of consumer sovereignty almost inapplicable.
The advertisements of goods and services in television, newspapers and magazines influence the
demand for the same by the consumers though there may be manufacturing defects or
imperfections or short comings in the quality, quantity and the purity of the goods or there may
be deficiency in the services rendered. In addition, the production of the same item by many
firms has led the consumers, who have little time to make a selection, to think before they can
purchase the best. For the welfare of the public, the glut of adulterated and sub-standard articles
in the market have to be checked. Inspite of various provisions providing protection to the
consumer and providing for stringent action against adulterated and sub-standard articles in the
different enactments like Code of Civil Procedure, 1908, the Indian Contract Act, 1872, the Sale
of Goods Act, 1930, the Indian Penal Code, 1860, the Standards of Weights and Measures Act,
1976 and the Motor Vehicles Act, 1988, very little could be achieved in the field of Consumer
Protection. Though the Monopolies and Restrictive Trade Practices Act, 1969 arid the Prevention
of Food Adulteration Act, 1954 have provided relief to the consumers yet it became necessary to
protect the consumers from the exploitation and to save them from adulterated and sub-standard
goods and services and to safe guard the interests of the consumers. In order to provide for better
protection of the interests of the consumer the Consumer Protection Bill, .1986 was introduced in
the Lok Sabha on 5th December, 1986.
STATEMENT OF OBJECTS AND REASONS
The Consumer Protection Bill, 1986 seeks to provide for better protection of the interests of
consumers and for the purpose, to make provision for the establishment of Consumer councils
and other authorities for the settlement of consumer disputes and for matter connected therewith.
2. It seeks, inter alia, to promote and protect the rights of consumers such as-
(a) the right to be protected against marketing of goods which are hazardous to life and
property;
(b) the right to be informed about the quality, quantity, potency, purity, standard and
price of goods to protect the consumer against unfair trade practices;
(c) the right to be assured, wherever possible, access to an authority of goods at
competitive prices;
(d) the right to be heard and to be assured that consumers interests will receive due
consideration at appropriate forums;
(e) the right to seek redressal against unfair trade practices or unscrupulous exploitation
of consumers; and
1
(f) right to consumer education.
3. These objects are sought to be promoted and protected by the Consumer Protection Council to
be established at the Central and State level.
4. To provide speedy and simple redressal to consumer disputes, a quasi-judicial machinery is
sought to be setup at the district, State and Central levels. These quasi-judicial bodies will
observe the principles of natural justice and have been empowered to give relief of a specific
nature and to award, wherever appropriate, compensation to consumers. Penalties for noncompliance
of the orders given by the quasi-judicial bodies have also been provided.
5. The Bill seeks to achieve the above objects.
ACT 68 OF 1986
The Consumer Protection Bill, 1986 was passed by both the Houses of Parliament and it
received the assent of the President on 24th December, 1986. It came on the Statutes Book as the
Consumer Protection Act, 1986 (68 of 1986).
LIST OF AMENDING ACTS
1. The Consumer Protection (Amendment) Act, 1991 (34 of 1991).
2. The Consumer Protection (Amendment) Act, 1993 (50 of 1993).
3. The Consumer Protection (Amendment) Act, 2002 (62 of 2002).
THE CONSUMER PROTECTION ACT, 1986
(68 of 1986)
[24th December, 198"6)
An Act to provide for better protection of the interests of consumers and for that purpose
to make provision for the establishment of consumer councils and other authorities for the
settlement of consumers' disputes and for matters connected therewith.
BE it enacted by Parliament in the Thirty-seventh Year of the Republic of India as
follows:-
CHAPTER I
PRELIMINARY
1. Short title, extent, commencement and application.--( I) This Act may be called the
Consumer Protection Act, 1986.
(2) It extends to the whole of India except the State of Jammu and Kashmir.
(3) It shall come into force on such date I as the Central Government may, by
notification, appoint and different dates may be appointed for different States and for different
provisions of this Act.
(4) Save as otherwise expressly provided by the Central Government by notification, this
Act shall apply to all goods and services.
2. Definitions.--(I) In this Act, unless the context otherwise requires,-
2[(a)"appropriate laboratory" means a laboratory or organisation-
(i) recognised by the Central Government;
(ii) recognised by a State Government, subject to such guidelines as may be
prescribed by the Central Government in this behalf; or
(iii) any such laboratory or organisation established by or under any law for the time
being in force, which is maintained, financed or aided by the Central Government
or a State Government for carrying out analysis or test of any goods with a view
to determining whether such goods suffer from any defect; ]
3[(aa) "branch office" means-
(i) any establishment described as a branch by the opposite party; or
(ii) any establishment carrying on either the same or substantially the same activity as
that carried on by the head office of the establishment;]
__________________
1. The provisions of Chapters I, II and IV of this Act have come into force in the whole of India except the State of Jammu and
Kashmir on 15-4-1987: vide Notification No. S.O. 390 (E), dated 15th April, 1987, published in the Gazette of India, 1987,
Extra., Pt. II, Sec. 3 (ii). The provisions of Chapter III of this Act have come into force in the whole of India except the State of
Jammu and Kashmir on 1-7-1987: vide Notification, No. S.O. 568(E), dated 10th June, 1987, published in the Gazette of India,
1987, Extra., Pt. II, Sec. 3(ii).
2. .Subs. by Act 50 of 1993, sec. 2 (w.e.f. 18-6-1993).
3. .Ins. by Act 50 of 1993, sec. 2 (w.e.f. 18-6-1993).
3
(b) "complainant" means-
(i) a consumer; or
(ii) any voluntary consumer association registered under the Companies Act,1956 (1
of 1956) or under any other law for the time being in force; or
(iii) the Central Government or any State Government; .
1[(iv) one or more consumers, where there are numerous consumers
having the same interest;]
(v) in case of death of a consumer, his legal heir or representative ;)
who or which makes a complaint;
(c) "complaint" means any allegation in writing made by a complainant that-
2[(i) an unfair trade practice or a restrictive trade practice has been adopted by (any trader
or service provider ;]
(ii) 2[the goods bought by him or agreed to be bought by him] suffer from one or more
defects;
(iii)2[the services hired or availed of or agreed to be hired or availed of by him] suffer
from deficiency in any respect;
(iv) a trader or the service provider, as the case may be, has charged for the goods or for
the services mentioned in the complaint, a price in excess of the price-
(a) Fixed by or under any law for the time being in force;
(b) displayed on the goods or any package containing such goods;
(c) displayed on the price list exhibited by him by or under any law for the time being in
force;
(d) agreed between the parties;)
3[(V) goods which will be hazardous to life and safety when used, are being-offered for
sale to the public-
(a) in contravention of any standard relating to safety of such goods as required to be
complied with, by or under any law for the time being in force;
(b) if the trader could have known with due diligence that the goods so offered are unsafe
to the public;)
(vi) services which are hazardous or likely to be hazardous to life and safety of the
public when used, are being offered by the service provider which such person could have
known with due diligence to be injurious to life and safety;)
with a view to obtaining any relief provided by or under this Act;
.
(d) "consumer" means any person who-
(i) buys any goods for a consideration which has been paid or promised or partly
paid and partly promised, or under any system of deferred payment and includes
any user of such goods other than the person who buys such goods for
consideration paid or promised or partly paid or partly promised, or under any
system of deferred payment when such use is made with the approval of such
person, but does not include a person who obtains such goods for resale or for any
commercial purpose; or
(ii) 4[hires or avails of] any services for a consideration which has been paid or
promised or partly paid and partly promised, or under any system of deferred
payment and includes any beneficiary of such services other than the person who
4[hires or avails of] the services for consideration paid or promised, or partly paid
and partly promised, or under any system of deferred payment,
_________________
1. Ins.byAct50ofI993,sec.2(w.e.f.18-6-1993).
2. Subs. by Act 50 of 1993, sec. 2 (w.e.f. 18-6-1993).
3. Ins. by Act 50 of 1993, sec. 2 (w.e.f. 18-6-1993). ,,!
4. Subs. by Act 50 of 1993, sec. 2 (w.e.f. 18-6-1993). ~., S
when such services are availed of with the approval of the first mentioned person; (but
does not include a person who avails of such services of any commercial purpose;)
1[Explanation.-For the purposes of sub-clause (i), "commercial purpose" does not include
use by a consumer of goods bought and used by him exclusively for the purpose of earning his
livelihood, by means of self-employment;]
(e) "consumer dispute" means a dispute where the person against whom a complaint has
been made, denies or disputes the allegations contained in the complaint;
(f) "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 for the time being
in force or 2[under any contract, express or implied or] as is claimed by the trader in any
manner whatsoever in relation to any goods;
(g) "deficiency" means any fault, imperfection, shortcoming or inadequacy in the quality, nature
and manner of performance which is required to be maintained by or under any law for the
time being in force or has been undertaken to be performed by a person in pursuance of a
contract or otherwise in relation to any service;
(h) "District Forum" means a Consumer Disputes Redressal Forum established under clause (a)
of section 9;
(i) "goods" means goods as defined in the Sale of Goods Act, 1930; (3 of 1930);
(j) "manufacturer" means a person who--
(i) makes or manufactures any goods or parts thereof; or
(iii) does not make or manufacture any goods but assembles parts thereof made or
manufactured by others; or
(iv) puts or causes to be put his own mark on any goods made or manufactured by any
other manufacturer ;)
3[(jj) "member" includes the President and a member of the National Commission or a State
Commission or a District Forum, as the case may be;}
(k) "National Commission" means the National Consumer Disputes Redressal Commission
established under clause (c) of section 9;
(1) "notification" means a notification published in the Official Gazette;
(m) "person" includes,-
(i) a firm whether registered or not;
__________________
1. Ins. by Act 50 of 1993, sec. 2 (w.e.f. 18-6-1993).
2. Ins. by Act 50 of 1993, sec. 2 (w.e.f. 18-6-1993).
3. Ins. by Act 50 of 1993, sec. 2 (w.e.f. 18-6-1993).
(ii) a Hindu undivided family;
(iii) a co-operative society;
(iv) every other association of persons whether registered under the Societies
Registration Act, 1860 (21 of 1860) or not;
(n) "prescribed" means prescribed by rules made by the State Government, or as the, case may
be, by the Central Government under this Act;
1[(nn) "regulation” means the regulations made by the National Commission under this Act;)
(nnn) “restrictive trade practice” means a trade practice which tends to bring about manipulation
of price or its conditions of delivery or to affect flow of supplies in the market relating to goods
or services in such a manner as to impose on the consumers unjustified costs or restrictions and
shall include;
(a) delay beyond the period agreed to by a trader in supply of such goods or in providing the
services which has led or is likely to lead to rise in the price;
(b) any trade practice which requires a consumer to buy, hire or avail of any goods or, as the
case may be, services as condition precedent to buying, hiring or availing of other goods or
services;)
.
(0) "service" means service of any description which is made available to potential (users and
includes the provision of facilities in connection with banking, financing insurance, transport,
processing, supply of electrical or other energy, board or lodging or both, 2[housing
construction] entertainment, amusement or the purveying of news or other information, but does
not include the rendering of any service free of charge or under a contract of personal service;
(oo) “spurious goods & services” mean such goods and services which are claimed to be
genuine but they are actually not so;)
(p) "State Commission" means a Consumer Disputes Redressal Commission established in a
State under clause (b) of section 9;
(q) "trader" in relation to any goods means a person who sells or distributes any goods for sale
and includes the manufacturer thereof, and where such goods are sold or distributed in package
form, includes the packer thereof;
3[( r) "unfair trade practice" means a trade practice which, for the purpose of promoting the sale,
use or supply of any goods or for the provision of any service, adopts any unfair method or
unfair or deceptive practice including any of the following practices, namely;-
(1) the practice of making any statement, whether orally or in writing or by visible
representation which,-
(i) falsely represents that the goods are of a particular standard, quality, quantity, grade,
composition, style or model;
(ii) falsely represents that the services are of a particular standard, quality or grade;
(jii) falsely represents any re-built, second-hand, renovated, reconditioned or old goods as
new goods;
(iv) represents that the goods or services have sponsorship, approval, performance,
characteristics, accessories, uses or benefits which such goods or services do not have;
(v) represents that the seller or the supplier has a sponsorship or approval or affiliation
which such seller or supplier does not have;
(vi)makes a false or misleading representation concerning the need for, or the usefulness
of, any goods or services;
____________________
1. Ins. byAct50ofI993,sec. 2 (w.e.f. 18-6-1993).
2. Ins. .by Act 50 of 1993, sec. 2 (w.e.f. 18-6-1993). '..u .,
3. Subs. by Act 50 of 1993, sec. 2 (w.e.f. 18-6-1993).
(vii) gives to the public any warranty or guarantee of the performance, efficacy
or length of life of a product or of any goods that is not based on an adequate or proper test
thereof:
Provided that where a defence is raised to the effect that such warranty or guarantee is
based on adequate or proper test, the burden of proof of such defence shall lie on the person
raising such defence;
(viii) makes to the public a representation in a form that purports to be-
(i) a warranty or guarantee of a product or of any goods or services; or
(ii) a promise to replace, maintain or repair an article or any part thereof or to repeat or
continue a service until it has achieved a specified
result,
if such purported warranty or guarantee or promise is materially misleading or if there is no
reasonable prospect that such warranty, guarantee or promise will be carried out;
(ix) materially misleads the public concerning the price at which a product or like products or
goods or services, have been or 'are, ordinarily sold or provided, and, for this purpose, a
representation as to price shall be deemed to refer to the price at which the product or goods or
services has or have been sold by sellers or provided by suppliers generally. in the relevant
market unless it is clearly specified to be .the price at which the product has been sold or services
have been provided by the person by whom or on whose behalf the representation is made;
(x) gives false or misleading facts disparaging the goods, services or trade of another person.
Explanation.-For the purposes of clause (1), a statement that is-
(a) expressed on an article offered or displayed for sale, or on its wrapper or container; or
(b) expressed on anything attached to, inserted in, or accompanying, an
article offered or displayed for sale, or on anything on which the article is mounted for display or
sale; or
(c) contained in or on anything that is sold, sent, delivered, transmitted or in any other
manner whatsoever made available to a member of the public,
shall be deemed to be a statement made to the public by, and only by, the person who had
caused the statement to be so expressed, made or contained;
(2) permits the publication of any advertisement whether in any newspaper or otherwise, for the
sale or supply at a bargain price, of goods or services that are not intended to be offered for sale
or supply at the bargain price, or for a period that is, and in quantities that are, reasonable, having
regard to the nature of the market in which the business is carried on, the nature and size of
business, and the nature of the advertisement.
Explanation.-For the purpose of clause (2), "bargaining price" means-
(a) a price that is stated in any advertisement to be a bargain price, by reference
to an ordinary price or otherwise, or
(b) a price that a person who reads, hears or sees the advertisement, would reasonably
understand to be a bargain price having regard to the prices at which the product
advertised or like products are ordinarily sold;
(3) permits-
(a) the offering of gifts, prizes or other items with the intention of not providing them
as offered or creating impression that something is being given or offered free of
charge when it is fully or partly covered by the amount charged ,in the transaction
as a whole;
the conduct of any contest, lottery, game of chance or skill, for the purpose of promoting,
directly or indirectly, the sale, use or supply of any product or any business interest;
(3A) withholding from the participants of any scheme offering gifts, prices or other items free of
charge on its closure the information about final results of the scheme.
Explanation : for the purpose of this sub clause, the participants of a scheme shall be deemed to
have been informed of the final results of the scheme where such results are within a reasonable
time published, prominently in the same newspaper in which the scheme was originally
advertised;)
(4) permits the sale or supply of goods intended to be used, or are of a kind likely to be used, by
consumers, knowing or having reason to believe that the goods do not comply with the standards
prescribed by competent authority relating to performance, composition, contents, design,
constructions, finishing or packaging as are necessary to prevent or reduce the risk of injury to
the person using the goods;
(5) permits the hoarding or destruction of goods, or refuses to sell the goods or to make them
available for sale or to provide any service, if such hoarding or destruction or refusal raises or
tends to raise or is intended to raise, the cost of those or other similar goods or services.]
(6) Manufacture of spurious goods or offering such goods for sale or adopting deceptive
practices in the provision of services;)
(2) Any reference in this Act to any other Act or provision thereof which is not in force in any
area to which this Act applies shall be construed to have a reference to the corresponding Act or
provision thereof in force in such area.
COMMENTS
(i) Persons buying goods either for re-sale or for use in large scale profit making activity will not be `consumers’
entitled to protection under the Act; Raj Kumar v. S.C. Verma, 2001 (1) CPR 437
(ii) The government servants and the staff of the Accountant General Office of the Comptroller and Auditor
General maintains the records of provident fund of government servants, issue slips of deposits of fund and on
retirement final payments are made to the subscribers. The government servants and the staff of the Accountant
General in discharging their duties does not render any service for consideration, nor hiring of any service is
involved hence, maintenance of General Provident Fund Accounts does not fall within the meaning of `service’;
Hari Vallabh Vijay v. Administration Officer, 2001 (1) CPR 529.
(iii) When the National Commission as a matter of fact, recorded the findings as to the discharge of the liability of
the carrier, the Supreme Court did not interfere on the issue; Saddler Shoes Pvt. Ltd. v. Air India, (2001) 8 SCC
390
(iv) The insurance company is not a consumer. Hence the consumer complaint by insurance company is not
maintainable; Savani Road Lines v. Sundaram Textiles Ltd., AIR 2001 SC 2630
(v) The repudiation of the claim by the Insurance Company on the ground that the driver was not holding a valid
driving license at the time of the accident could not be termed as deficiency in service or negligence on the part of
the Insurance Company within the meaning of section 2 (g) of the Act; New India Assurance Co. Ltd. v. Smt.
Pushpa YashwantGhatge, I996NCJ 195.
(vi) Medical services are covered under the definition of "service". Service includes rendering of consultation,
diagnosis and treatment, both medical and surgical; Indian Medical Association v. VP. Shantha, 1995 SCALE 273.
(vii) "Contract of personal service" has to be distinguished from a "contract for personal service". In the absence of
relationship of master and servant between the patient and the medical practitioner, the service rendered by a
medical practitioner to the patient cannot be regarded as service rendered under a contract of personal service. It is
"contract for personal services". Wherever, there is relationship like that of master and servant it is a "contract of
personal service" and is excluded from the purview of the Act; Indian Medical Association v. VP. Shantha, 1995
SCALE 273.
(viii)A licensee to run a phone is not a consumer; TechnocombineAssociatesv. Union of India, I (1994) CPJ 481:
1994 (I) CPR 298.
(ix) A lottery ticket holder is not "consumer" within the ambit of the definition of "consumer" under the Act; Jagdish
Chand v. Director, Sikkim State Lottery, 1994 (I) CPR213.
(x) Applicant who merely applies for allotment of shares is not a consumer; HG Bhatia v. ABC Computers Pvt. Ltd.,
1994 (I) CPR 316.
(xi) The beneficial consumer jurisdiction cannot be extended to lotteries and wagering transactions or consequential
rights flowing from void contracts; Jagdish Chandv. Director, Sikkim State Lotteries, 1994 (I) CPR 213. ,.
(xii) If somebody does not perform his part of the contract, it amount/! to deficiency in service; Smt. Ramala Roy v.
Rabindra Nath Sen, 1994 (I) CPR 66.
(xiii) The agreement for hypothecation does not create the ownership right, and as such no complaint can be
maintained for deficiency in service; Jayantial Keshavlal Chauhan v. The National Insurance Co. Ltd., 1994 (I) CPR
390.
(xiv) Undue delay in declaration of examination result is obviously deficiency in service; Secretary,Board of School
Education, Haryana v. Mukesh Chand, 1994 (I) CPR 269.
(xv) The student is a consumer of service of educational institute; Sushant Yuvaraj Rode v; Shri Ramdeobaba
Engineering College, 1993 (III) CPR 624.
(xvi) A person who receives medical treatment in a Government hospital is not a consumer under the Act; Consumer
Unity & Trust Society v. State of Rajasthan, (1991) I CPR 241. However, the State Commission of Orissa held that
a patient is a Consumer being the beneficiary of services in as much as the State Government is paying the
consideration amount in the form of salary to the doctors aI)d hospital staff; Smt. Sukanti Behera v. Dr. Sashi
Bhusan Rath, II (1993) CPJ 633.
3. Act not in derogation of any other law.- The provisions of this Act shall be in addition
to and not in derogation of the provisions of any other law for the time being in force;
COMMENTS
(i) The remedy provided under the Act is in addition to the provisions of any other law for the
time being in force. The provisions of this Act give the consumer an additional remedy besides those that
may be available under other existing laws; The Consumer & Citizens Forum v. Karnataka Power
Corporation, 1994 (I) CPR 130.
(ii) When a case is pending in a court in which full evidence is to be recorded the Forums
constituted under the Consumer Protection Act, 1986 should not entertain the complaint with respect to
the same cause of action; Hanuman Prasad v. The New India Assurance Co. Ltd., I (1994) CPJ I (NC).
(iii) It is nowhere laid down that whenever the examination and cross-examination is involved,
the proper forum for adjudication of the dispute is only Civil Court; S.K. Lakhotia v. National Insurance
Co. Ltd., 1994 (I) CPR 43.
(iv)It is authoritatively settled that the arbitration clause is not a bar to the entertainment of the
complaint by the Redressal Agency constituted under the Act, even if the arbitration provision has been
laid down in a statute; Ram Nath v. Improvement Trust, Bathinda, 1994 (I) CPR 357.
CHAPTER II
CONSUMER PROTECTION COUNCILS
4. The Central Consumer Protection Council. – (l) The Central Government shall, by
notification, establish with effect from such date as it may specify in such notification, a Council
to be known as the Central Consumer Protection Council (hereinafter referred to as the Central
Council).
(2) The Central Council shall consist of the following members, namely:-
(a) the Minister in charge of the 1[consumer affairs] in the Central Government, who shall
be its Chairman, and
(b) such number of other official or non-official members representing such interests as
may be prescribed.
5. Procedure for meetings of the Central Council.-( I) The Central Council shall meet as and
when necessary, but 2[at least one meeting] of the Council shall be held every year.
(2) The Central Council shall meet at such time and place as the Chairman may think fit
and shall observe such procedure in regard to the transaction of its business as may be
prescribed.
6. Objects of the Central Council.- The objects of the Central Council shall be to promote and
protect the rights of the consumers such as,-
(a) the right to be protected against the marketing of goods 3[and services] which are
hazardous to life and property;
(b) the right to be informed about the quality, quantity, potency, purity, standard and
price of goods3[ or services, as the case may be] so as to protect the consumer
against, unfair trade practices;
(c) the right to be 'assured, wherever possible, access to a variety of goods 3[and
services] at competitive prices;
(d) the right to be heard and to be assured that consumer's interests will receive due
consideration at appropriate Fora;
(e) the right to seek redressal against unfair trade practices 3[or restrictive trade
practices] or unscrupulous exploitation of consumers; and
(f) the right to consumer education.
7. The State Consumer Protection Councils.-(l) The State Government shall, by notification,
establish with effect from such date as it may specify in such notification, a Council to be known
as the Consumer Protection Council for………… (hereinafterreferred to as the State Council).
4[(2)The State Council shall consist of the following members, namely :
(a) the Minister incharge of consumer affairs in the State Government who shall be its
Chairman;
(b) such number of other official or non-official members representing such interests as
may 'be prescribed by the State Government.
(c) such number of other official or non-official members, not exceeding ten, as may be
nominated by the Central Government.)
(3) The State Council shall meet as and when necessary but not less than two meetings shall be
held every year.
_____________________
1. Subs. by Act 50 of 1993, sec. 3 (w.e.f. 18-6-1993).
2. Subs. by Act 50 of 1993, sec. 4 (w.e.f. 18-6-1993).
3. Ins. by Act 50 of 1993, sec. 5 (w.e.f. 18-6-1993).
4. Subs. by Act 50 of 1993, sec. 6 (w.e.f. 18-6-1993).
(4) The State Council shall meet at such time and place as the Chairman think fit and shall
observe such procedure in regard to the transaction of its business as may be prescribed by the
State Government.]
8. Objects of the State Council.- The objects of every State Council shall be to promote and
protect within the State the rights of the consumers laid down in clauses (a) to (f) of section 6.
8A. The District Consumer Protection Council - (1) The State Government shall establish for
every district, by notification, a council to be known as the District Consumer Protection Council
with effect from such date as it may specify in such notification.
(2) The District Consumer Protection Council (hereinafter referred to as the District Council)
shall consist of the following members, namely –
(a) the Collector of the district (by whatever name called), who shall be its Chairman;
and
(b) such number of other official and non-official members representing such interests as
may be prescribed by the State Government.
(3) The District Council shall meet as and when necessary but not less than two meetings shall
be held every year.
(4) The District Council shall meet as such time and place within the district as the Chairman
may think fit and shall observe such procedure in regard to the transaction of its business as may
be prescribed by the State Government.)
8.B. Objects of the District Council - The objects of every District Council shall be to promote
and protect within the district the rights of the consumers laid down in clauses (a) t (f) of section
6.)
CHAPTER III
CONSUMER DISPUTES REDRESSAL AGENCIES
9. Establishment of Consumer Disputes Redressal Agencies.- There shall be
established for the purposes of this Act, the following agencies, namely:-
(a) a Consumer Disputes Redressal Forum to be known as the "District Forum"
established by the State Government 1[* * *] in each district of the State by
notification:
2[Provided that the State Government may, if it deems fit, establish more than one
District Forum in a district;]
(b) a Consumer Disputes Redressal Commission to be known as the "State Commission"
established by the State Government 3[* * *] in the State by notification; and
(c) a National Consumer Disputes Redressal Commission established by the Central
Government by notification.
COMMENTS
(i) One or more consumers can file complaint; Chief General Manager, Calcutta Telephones v. International Packers
& Movers, I (1994) CPJ 132: 1994 (I) CPR 252.
(ii) When no objection was taken to the territorial jurisdiction of District Forum by filling written version, the
objection cannot be entertained in appeal raised orally; Essen Computers Ltd. v. Tagore Gracias, 1992 (II) CPR 556.
(iii) If a redressal forum has no jurisdiction, it cannot entertain the complaint on merits; Solvochen Intermediates
Pvt. Ltd. v. Boilertech Engineers Pvt. Ltd., 1992 (II) CPR 322.
10. Composition of the District Forum.-4[(I) Each District Forum shall consist of,-
(a) a person who is, or has been, or is qualified to be a District Judge, who shall be its
President;
(b) two other members, one of whom shall be a woman, who shall have the following
qualifications, namely :-
(i) be not less than thirty-five years of age,
(ii) possess a bachelor’s degree from a recognized university,
(iii) be persons of ability, integrity and standing, and have adequate problems relating
to economics, law, commerce, accountancy, industry public affairs or administration:
Provided that a person shall be disqualified for appointment as a member, if he-
(a) has been convicted and sentenced to imprisonment for an offence which, in the
opinion of the State Government, involves moral turpitude; or
(b) is an undischarged insolvent; or
(c) is of unsound mind and stands so declared by a competent court; or
(d) has been removed or dismissed from the service of the Government or a body
corporate owned or controlled by the Government; or
(e) has, in the opinion of the state Government, such financial or other interest as is
likely to affect prejudicially the discharge by him of his functions as a member; or
(f) has such other disqualifications as may be prescribed by the State Government;)
________________
1. Omitted by Act 50 of 1993, sec. 7 (w.e.f. 18-6-1993).
2. Ins. by Act 50 of 1993, sec. 7 (w.e.f. 18-6-1993).
3. Omitted by Act 50 of 1993, sec. 7 (w.e.f. 18-6-1993).
4. Subs. by Act 50 of 1993, sec. 8 (w.e.f. 18-6-1993).
I[(IA) Every appointment under sub-section (I) shall be made by the State Government on
the recommendation of a selection committee consisting of the following, namely :-
(i) the President of the State Commission - Chairman.
(ii) Secretary, Law Department of the State - Member.
(iii) Secretary, incharge of the Department - Member.]
dealing with consumer affairs in the State
Provided that where the President of the state Commission is, by reason of absence or otherwise,
unable to act as Chairman of the Selection Committee, the State Government may refer the
matter to the Chief Justice of the High Court for nominating a sitting Judge of that High Court to
act as Chairman)
(2) Every member of the District Forum shall hold office for a term of five years or up to the age
of 65 years, whichever is earlier.
Provided that a member shall be eligible for re-appointment for another term of five years
or up to the age of sixty-five years, whichever is earlier, subject to the condition that he fulfils
the qualifications and other conditions for appointment mentioned in clause (b) of sub-section (1)
and such re-appointment is also made on the basis of the recommendation of the Selection
Committee.
Provided further that a member may resign his office in writing under his hand addressed
to the State Government and on such resignation being accepted, his office shall become vacant
and may be filled by appointment of a person possessing any of the qualifications mentioned in
sub-section (1) in relation to the category of the member who is required t be appointed under the
provision of sub-section (1A) in place of the person who has resigned:
Provided also that a person appointed as the President or as a member, before the
commencement of the Consumer Protection (Amendment) Act, 2002, shall continue to hold such
office as President or member, as the case may be, till the completion of his term.
(3) The salary or honorarium and other allowances payable to, and the other terms and conditions
of service of the members of the District Forum shall be such as may be prescribed by the State
Government.
(Provided that the appointment of a member on whole-time basis shall be made by the state
Government on the recommendation of the President of the State Commission taking into
consideration such factors as may be prescribed including the work load of the District Forum).
COMMENTS
The pension received by the presidents of the District Consumer Forum in respect of their
previous services as District Judges is subject to deduction from their salary as president of the
Forum fixed under provisions of the Act; M.S. Chawla v. State of Punjab, AIR 2001 SC 1706.
11. Jurisdiction of the District Forum.--( I) Subject to the other provisions of this Act, the
District Forum shall have jurisdiction to entertain complaints where the value of the goods or
services and the compensation, if any, claimed 2[ does not exceed rupees twenty lakhs].
(2) A complaint shall be instituted in a District Forum within the local limits of whose
jurisdiction,-
(a) the opposite party or each of the opposite parties, where there are more than one, at
the time of the institution of the complaint, actually and voluntarily resides or
2[carries on business or has a branch office or] personally works for gain, or
(b) any of the opposite parties, where there are more than one, at the time of the
institution of the complaint, actually and voluntarily resides, or 2[carries on business
or has a branch office], or personally works for gain, provided that in such case either
the permission of the District Forum is given, or the opposite parties who do not
reside, or 2[ carry on business or have a branch office], or personally work for gain,
as the case may be, acquiesce in such institution; or
(c) the cause of action, wholly or in part, arises.
COMMENTS
(i) Objection & regarding territorial jurisdiction should be taken at the earliest opportunity or the
same deemed to have been waived; Kurukshetra University v. Vinay Prakash Verma, II (1993) CPJ647.
(ii) A petition of complaint can be filed against corporation carrying on business within the
territory of District Forum or Commission even though its sole or principal office is situated outside state
limits; Consumer Education and Research Society v. Canara Bank, (1991t I CPR 405.
1. Ins. by Act 50 of 1993, sec. 8 (w.e.f. 18-6-1993).
2. Subs. by Act 50 of 1993, sec. 9 (w.e.f. 18-6-1993).
1[12. Manner in which complaint shall be made.- (1) A complaint in relation to any goods sold
or delivered or agreed to be sold or delivered or any service provided or agreed to be provided
may be filed with a District Forum by-
(a) the consumer to whom such goods are sold or delivered or agreed to be sold or
delivered or such service provided or agreed to be provided;
(b) any recognised consumer association whether the consumer to whom the goods sold
or delivered or agreed to be sold or delivered or service provided or agreed to be
provided is a member of such association or not;
(c) one or more consumers, where there are numerous consumers having the same
interest, with the permission of the District Forum, on behalf of, or for the benefit of,
all consumers so interested; or
(d) the Central or the State Government, as the case may be, either in its individual
capacity or as a representative of interests of the consumers in general.
(2) Every complaint filed under sub-section (1) shall be accompanied with such amount of fee
and payable in such manner as may be prescribed.
(3) On receipt of a complaint made under sub-section (1), the District Forum may, by order,
allow the complaint to be proceeded with or rejected:
Provided that a complaint shall not be rejected under this sub-section unless an opportunity
of being heard has been given to the complainant:
Provided further that the admissibility of the complaint shall ordinarily be decided within
twenty-one days from the date on which the complaint was received.
(4) Where a complaint is allowed to be proceeded with under sub-section (3), the District
Forum may proceed with the complaint in the manner provided under this Act:
Provided that where a complaint has been admitted by the District Forum, it shall not be
transferred to any other court or tribunal or any authority set up by or under any other law
for the time being in force.
Explanation.-For the purpose of this section, "recognised consumer association" means any
voluntary consumer association registered under the Companies Act, 1956 (1 of 1956) or any
other law for the time being in force.]
13. Procedure on receipt of complaint.-(1) The District Forum shall, on admission of a
complaint, if it relates to any goods,-
(a) refer a copy of the complaint to the opposite party mentioned in the complaint directing him
to give his version of the case within a period of thirty days or such extended period not
exceeding fifteen days as may be granted by the District Forum;
(b) where the opposite party on receipt of a complaint referred to him under clause (a) denies or
disputes the allegations contained in the complaint, or omits or fails to take any action to
represent his case within the time given by the District Forum, the District Forum shall
proceed to settle the consumer dispute in the manner specified in clauses (c) to (g);
(c) where the complaint alleges a defect in the goods which cannot be determined without proper
analysis or test of the goods, the District Forum shall obtain a sample of the goods from the
complainant, seal it and authenticate it in the manner prescribed and refer the sample so
sealed to the appropriate laboratory along with a direction that such laboratory make an
analysis or test, whichever may be necessary, with a view to finding out whether such goods
suffer from any defect alleged in the complaint or from any other defect and to report its
findings thereon to the District Forum within a period of forty-five days of the receipt of the
reference or within such extended period as may be granted by the District Forum;
(d) before any sample of the goods is referred to any appropriate laboratory under clause (c), the
District Forum may require the complainant to deposit to the credit
______________________
1. Subs. by Act 50 of 1993, sec. 10 (w.e.f. 18-6-1993)..
of the Forum such fees as may be specified, for payment to the appropriate laboratory for
carrying out the necessary analysis or test in relation to the goods in question;
(e) the District Forum shall remit the amount deposited to its credit under clause (d) to the
appropriate laboratory to enable it to carry out the analysis or test mentioned in clause (c) and
on receipt of the report from the appropriate laboratory, the District Forum shall forward a
copy of the report along with such remarks as the District Forum may feel appropriate to the
opposite party;
(f) if any of the parties disputes the correctness of the findings of the appropriate laboratory, or
disputes the correctness of the methods of analysis or test adopted by the appropriate
laboratory, the District Forum shall require the opposite party or the complainant to submit in
writing his objections in regard to the report made by the appropriate laboratory;
(g) the District Forum shall thereafter give a reasonable opportunity to the complainant as well as
the opposite party of being heard as to the correctness or otherwise of the report made by the
appropriate laboratory and also as to the objection made in relation thereto under clause (f)
and issue an appropriate order under section 14.
(2) the District Forum shall, if the complaint received by it under section 12 relates to
goods in respect of which the procedure specified in sub~section (1) cannot be followed, or if the
complaint relates to any services,-
(a) refer a copy of such complaint to the opposite party directing him to give his version
of the case within a period of thirty days or such extended period not exceeding
fifteen days as may be granted by the District Forum;
(b) where the opposite party, on receipt of a copy of the complaint, referred to him under
clause (a) denies or disputes the allegations contained in the complaint, or omits or
fails to take any action to represent his case within the time given by the District
Forum, the District Forum shall proceed to settle the consumer dispute,-
(j) on the basis of evidence brought to its notice by the complainant and the
opposite party, where the opposite party denies or disputes the allegations
contained in the complaint, or
(ii) (ex-parte on the basis of evidence) brought to its notice by the
complainant where the opposite party omits or fails to take any action to
represent his case within the time given by the Forum.
(c) where the complainant fails to appear on the date of hearing before the District
Forum, the District Forum may either dismiss the complaint for default or decide it on
merits.)
(3) No proceedings complying with the procedure laid down in sub-sections (1) and (2) shall be
called in question in any court on the ground that the principles of natural justice have not been
complied with.
(3A) Every complaint shall be heard as expeditiously as possible and endeavour shall be made
to decide the complaint within a period of three months from the date of receipt of notice by
opposite party where the complaint does not require analysis or testing of commodities and
within five months if it requires analysis or testing of commodities.
Provided that no adjournment shall be ordinarily granted by the District Forum unless
sufficient cause is shown and the reasons for grant of adjournment have been recorded in writing
by the Forum:
Provided further that the District Forum shall make such orders as to the costs occasioned
by the adjournment as may be provided in the regulations made under this Act.
Provided also that in the event of a complaint being disposed of after the period so
specified this District Forum shall record in writing, the reasons for the same at the time of
disposing of the said complaint.
(3B) Where during the pendency of any proceeding before the District Forum, it appears to it
necessary, it may pass such interim order as is just and proper in the facts and circumstances of
the case).
(4) For the purposes of this section, the District Forum shall have the same powers as are vested
in a civil court under Code of Civil Procedure, 1908 while trying a suit in respect of the
following matters, namely:-
(i) the summoning and enforcing the attendance of any defendant or witness and
examining the witness on oath,
(ii) the discovery and production of any document or other material object producible
as evidence,
(iii) the reception of evidence on affidavits,
(iv) the requisitioning of the report Qf the concerned analysis or test from the
appropriate laboratory or from any other relevant source.
(v) issuing of any commission for the examination of any witness, and
(vi) any other matter which may be prescribed.
(5) Every proceeding before the District Forum shall be deemed to be a judicial
proceeding within the meaning of sections 193 and 228 of the Indian Penal Code (45 of 1860),
and the district Forum shall be deemed to be a civil court for the purposes of section'" 195, and
Chapter XXVI of the Code of Criminal Procedure, 1973 (2 of 1974).
1[(6) Where the complainant is a consumer referred to in sub-clause (iv) of clause (b) of
sub-section (1) of section 2, the provisions of rule 8 of order I of the First Schedule to the Code
of Civil Procedure, 1908 (5 of1908) shall apply subject to the modification that every reference
therein to a suit or decree shall be construed as a reference to a complaint or the order of the
District Forum thereon.]
(7) In the event of death of a complainant who is a consumer or of the opposite party against
whom the complaint has been filed, the provisions of Order XXII of the First Scheduled to the
Code of Civil Procedure, 1908 (5 of 1908) shall apply subject to the modification that every
reference therein to the plaintiff and the defendant shall be construed as reference to a
complainant or the opposite party, as case may be.)
COMMENTS
(i) When the case is not a simple case of deficiency in service and involves determination of
complex questions of facts and law, which cannot be satisfactorily determined by the redressal agency .in
the time frame provided under the Rules, it would be better for the complainant to seek redressal of his
grievances in a Civil Court, if so advised; Harbans & Co. v. State Bank of India; II (1994) CPJ 476: 1994
(1) CPR 381.
(ii) If "fraud" is alleged, it is desirable that the complainant should be directed to Civil Court as
investigation about such fraud is required to be done; Jayantilal Keshavlal Chauhan v. The National
Insurance Co. Ltd., 1994 (I) CPR 396.
(iii) A consumer knocking at the door of the redressal agencies under the Act for relief in a
consumer dispute must do so with clean hands; Sagli Ram v. General Manager, United India Insurance
Co. Ltd., II (1994) CPJ 444: 1994 (I) CPR 434.
14. Finding of the District Forum.-{l) If, after the proceeding conducted under section 13, the
District Forum is satisfied that the goods complained against suffer from any of the defects
specified in the complaint or that any of the allegations contained in the complaint about the
services are proved, it shall issue an order to the opposite party directing him to 2[do] one or
more of the following things, namely:- .
(a) to remove the defect pointed but by the appropriate laboratory from the goods in
question;
(b) to replace the goods with new goods of similar description which shall be free from
any defect;
(c) to return to the complainant the price, or, as the case may be, the charges paid by the
complainant;
(d) to pay such amount as may be awarded by it as compensation to the consumer for any
loss or injury suffered by the consumer due to the negligence of the opposite party;
(Provided that the District Forum shall have the power to grant punitive damages in
such circumstances as it deems fit: )
______________________
I. Ins. by Act 50 of 1993, sec. 11 (w.e.f.18-6-1993).
2. Sub. by Act 50 of 1993, sec. 12 (w.e.f: 18-6-1993). -
1[(e) to remove the defects in goods or deficiencies in the services in question;
(f) to discontinue the unfair trade practice or the restrictive trade practice or not to repeat
them;
(g) not to offer the hazardous goods for sale;
(h) to withdraw the hazardous goods from being offered for sale;
(ha) to cease manufacture of hazardous goods and to desist from offering services
which are hazardous in nature;
(hb) to pay such sum as may be determined by it, if it is of the opinion that loss or injury
has been suffered by a large number of consumers who are not identifiable conveniently:
Provided that the minimum amount of sum so payable shall not be less than five
per cent of the value of such defective goods sold or services provided, as the case may be, to
such consumers:
Provided further that the amount so obtained shall be credited in favour of such
person and utilized in such manner as may be prescribed;
(hc) to issue corrective advertisement to neutralize the effect of misleading
advertisement at the cost of the opposite party responsible for issuing such misleading
advertisement;)
(i) to provide for adequate costs to parties.]
2[(2) Every proceeding referred to in sub-section (1) shall be conducted by the President of the
District Forum and at least one member thereof sitting together:
Provided that where a member, for any reason, is unable to conduct a proceeding, till it is
completed, the President and the other member shall continue the proceeding from the stage at
which it was last heard by the previous member.)
(2A) Every order made by the District Forum under sub-section (l)shall be signed by its
President and the member or members who conducted the proceeding:
Provided that where the proceeding is conducted by the President and one member and
they differ on any point or points, they shall state the point or points on which they differ and
refer the same to the other member for hearing on such point or points and the opinion of the
majority shall be the order of the District Forum.]
(3) Subject to the foregoing provisions, the procedure relating to the conduct of the
meetings of the District Forum, its sittings and other matters shall be such as may be prescribed
by the State Government.
COMMENTS
(i) Compensation is to be given for loss or injury suffered by a consumer, due to negligence of the opposite party;
S.K. Lakhotia v. National Insurance Co. Ltd., 1994 (I) CPR 43.
(ii) The party to be awarded compensation has not only to show deficiency in service but also the negligence of the
other party and without the finding of negligence there cannot be any award; Director, Himachal Institute of
Engineering & Technology v --Ani1_KumarGupta, 1994 (I) CPR 182.
(iii) If a consumer sustained any loss or damage actually, he is entitled to compensation; Padmana Dash v.
Divisional Rly. Manager, S.E. Rly., 1994 (I) CPR 77.
(iv) The Fora have no jurisdiction to pass interim order. The complaint was filed to restrain a public issue. It was
also held that unsuccessful applicants, :who have not been allotted any shares can not prefer a complaint under the
Act; Morgan Stanley v. Kartlk Das, II (1994) CPJ 7 (SC).
_
(v) Delay in delivery after booking of a car is no deficiency; Mis. Maruti Udyog Ltd, v. Mrs. Bhuvana Viswaiiathan,
II (1993) CPJ 172 (NC).
(vi) Redressal forums have no jurisdiction in matters involving outright sale of immovable property at an auction;
Allied (Garments) Exports Industries Pvt, Ltd. v. D.D.A., II (1992) CPJ 505 (NC).
(vii) Consumer Forums have no jurisdiction to pass interim orders; District Manager, Telephones v. Mis. Munilal
Erij Mohan, 1(1993) CPJ 41 (NC).
______________________________
1. Ins.byAct50of1993,sec.12(w.e.f.18-6-19~3).
2. Subs. by Act 34 of 1991, Sec. 2 (w.e.f. 15-6-1991).
15. Appeal.-Any person aggrieved by an order made by the District Forum may prefer an appeal
against such order to the State Commission within a period of thirty days from the date of the
order, in such form and manner as may be prescribed:
Provided that the State commission may entertain an appeal after the expiry of the said
period of thirty days If it is satisfied that there was sufficient cause for not filing it within that
period.
(Provided further that no appeal by a person, who is required to pay any amount in terms
of an order of the District Forum, shall be entertained by the State Commission unless the
appellant has deposited in the prescribed manner fifty per cent of that amount of twenty-five
thousand rupees, whichever is less.)
COMMENTS
(i) Providing cross objections at appellate stage cannot be made applicable to the
proceedings under the Act, hence cross objections are not maintainable as these were not filed
before the District Forum; Arvinder Singh Chawla v. Kullbhushan, 2001 (1) CPR 387.
(ii) the words “sufficient cause”, though deserves to receive a liberal interpretation, yet, a
just and equitable balance has to be maintained between the right secured by the respondent as a
result of expiry of the prescribed period of limitation and the injustice of depriving the appellant
of a adjudication of his grievances on the merit of his appeal for causes beyond his reasonable
control, which means the cause in bona fide and beyond the control of the appellant. Though, no
hard and fast line can be drawn as to what affords `sufficient causes’ in a given case, yet, again
as per settled law, any cause which prevents a person from approaching the court within the time
is `sufficient cause’. In doing so, it is the test of a reasonable man in normal circumstances
which has to be applied; Pradeep Kumar v. Assistant Finance Officer, Delhi Vidhut Board, 2001
(1) CPR 9.
(iii) The appellate fora constituted under the Act should not dismiss the appeal merely on the
ground of default of appearance of the appellant but the merits of the case should be considered on the
basis of the material available before them and thereafter pass appropriate order in the appeal; General
Manager. Telecom v. Jyantilal Hemchand Gandhi, 1993 (III) CPR 155.
(iv) Ordinarily, the appellate Court does not interfere with the compensation awarded unless it is
too inadequate or too excessive; Namlada v. Suresh Chandra Mittal, 1993 (I) AIR 631.
16. Composition of the State Commission.-{ 1) Each State Commission shall consist of-
(a) a person who is or has been a Judge of a High Court, appointed by the State
Government, who shall be its President:
1[Provided that no appointment under this clause shall be made except after
consultation with the Chief Justice of the High Court;]
(b) not less than two, and not more than such number of members, as may be prescribed,
and one of who shall be a woman, who shall have the following qualifications,
namely:-
(i) be not less than thirty-five years of age;
(ii) possess a bachelor’s degree from a recognized university; and
(iii) be persons of ability, integrity and standing, and have adequate knowledge and
experience of at least ten years in dealing with problems relating to economics, law,
commerce, accountancy, industry, public affairs or administration:
Provided that not more than fifty per cent of the members shall be from amongst
persons having a judicial background.
Explanation : For the purposes of this clause, the expression “persons having a
judicial background” shall mean persons having knowledge and experience for at
least a period of ten years as a presiding officer at the district level court or any
tribunal at equivalent level:
Provided further that a person shall be disqualified for appointment as a member,
if he –
(a) has been convicted and sentenced to imprisonment for an offence which, in
the opinion of the State Government, involves moral turpitude; or
(b) is an undischarged insolvent; or
(c) is of unsound mind and stands so declared by a competent court; or
(d) has been removed or dismissed from the service of the Government or a
body corporate owned or controlled by the Government; or
(e) has, in the opinion of the State Government, such financial or other interest,
as is likely to affect prejudicially the discharge by him of his functions as a
member; or
(f) has such other disqualifications as may be prescribed by the State
Government.)
(1A) Every appointment under Sub-section (1) shall be made by the State Government
on the recommendation of a Selection Committee consisting of the following members,
namely:-
(i) President of the State Commission -Chairman.
(ii) Secretary of the Law Department of the State -Member.
(iii) Secretary, incharge of Department
dealing with consumer affairs in the State -Member.]
Provided that where the President of the State Commission is, by reason of absence or
otherwise, unable to act as Chairman of the Selection Committee, the State Government may
refer the matter to the Chief Justice of the High Court for nominating a sitting Judge of that High
Court to act as Chairman.
(1B) (i) The jurisdiction, powers and authority of the State Commission may be
exercised by Benches thereof.
(ii) A Bench may be constituted by the President with one or more members as the
President may deem fit.
(iii) If the members of a Bench differ in opinion on any point, the points shall be decided
according to the opinion of the majority, if there is a majority, but if the members are equally
divided, they shall state the point or points on which they differ, and make a reference to the
President who shall either hear the point or points himself or refer the case for hearing on such
point or points by one or more or the other members and such point or points shall be decided
according to the opinion of the majority of the members who have heard the case, including
those who first heard it.)
(2) The salary or honorarium and other allowances payable to, and the other terms and
conditions of service 2[* * *] of, the members of the State Commission shall be such as may be
prescribed by the State Government.
(Provided that the appointment of a member on whole-time basis shall be made by the
State Government on the recommendation of the President of the State Commission taking into
consideration such factors as may be prescribed including the work load of the State
Commission.)
3[(3) Every member of the State Commission shall hold office for a term of five years or
up to the age of sixty-seven years, whichever is earlier:
Provided that a member shall be eligible for re-appointment for another term of five years
or up to the age of sixty-seven years, whichever is earlier, subject to the condition that he fulfils
the qualifications and other conditions for appointment mentioned in Clause (b) of Sub-Section
(1) and such re-appointment is made on the basis of the recommendation of the Selection
Committee:
Provided further that a person appointed as a President of the State Commission shall also
be eligible for re-appointment in the manner provided in Clause (a) of Sub-section (1) of this
section:
Provided also that a member may resign his office in writing under his hand addressed to
the State Government and on such resignation being accepted, his office shall become vacant and
may be filled by appointment of a person possessing any of the qualifications mentioned in Subsection
(1) in relation to the category of the member who is required to be appointed under the
provisions of Sub-section (1A) in place of the person who has resigned.
_________________________
1. Ins. by Act 50 of 1993, sec. 13 (w.e f. 18-6-1993).
2. Omitted by Act 50 of 1993, sec. 13 (w.e f. 18-6-1993).
3. Ins.. by Act 50 of 1993, sec. 13 (w.e f. 18-6-1993).
(4) Notwithstanding anything contained in sub-section (3), a person appointed as
President or as a member before the commencement of the Consumer Protection (Amendment)
Act, 1993, shall continue to hold such office as President or member, as the case may be, till the
completion of his term.]
17. Jurisdiction of the State Commission.-Subject to the other provisions of this Act,
the State Commission shall have jurisdiction-
(a) to entertain-
(i) complaints where the value of the goods or services and compensation, if any,
claimed exceeds rupees 1 [exceeds rupees twenty lakhs but does not exceed rupees one
crore ; ) and
(ii) appeals against the orders of any District Forum within the State; and
(b) to call for the records and pass appropriate orders in any consumer dispute which is
pending before or has been decided by any District Forum within the State, where it
appears to the State Commission that such District Forum has exercised a jurisdiction not
vested in it by law, or has failed to exercise a jurisdiction so vested or has acted in
exercise of its jurisdiction illegally or with material irregularity.
(2) A complaint shall be instituted in a State Commission within the limits of whose
jurisdiction –
(a) the opposite party or each of the opposite parties, where there are more than
one, at the time of the institution of the complaint, actually and voluntarily
resides or carries on business or has a branch office or personally works for
gain; or
(b) any of the opposite parties, where there are more than one, at the time of the
institution of the complaint, actually and voluntarily resides, or carries on
business or has a branch office or personally works for gain, provided that in
such case either the permission of the State Commission is given or the
opposite parties who do not reside or carry on business or have a branch
office or personally works for gain, as the case may be, acquiesce in such
institution; or
(c) the cause of action, wholly or in part, arises.)
COMMENTS
(i) If, in respect of the same subject matter, proceedings before the Civil Forum had been
instituted prior to the institution of the proceedings before the fora constituted under the Act
definitely gets ousted of jurisdiction; M/s. Sh. Jagannath Constructions Ltd.v.M/s. Kotak
Mahindra Pvt. Ltd., 2001 (1) CRP 1.
(ii) The State Consumer Disputes Redressal Commission has no jurisdiction to entertain
complaints regarding the transactions of shops/kiosks having been purchased in auction from the
Delhi Development Authority; Kashyap Constructions (Pvt.) Ltd.v. Delhi Development
Authority, 2001 (1) CPR. 128.
(iii) Even if the appeal is not maintainable, the State Commission can still treat and decide the
same as revision in exercise of its power under section 17(b) of the Act; C.R. Kataria, Telecom District
Manager v. The Consumer Disputes Redressal District Forum, 1991 (II) CPJ 682.
(17A. Transfer of cases - On the application of the complainant or of its own motion, the State
Commission may, at any stage of the proceeding, transfer any complaint pending before the
District Forum to another District Forum within the State if the interest of justice so requires.)
(17B. Circuit Benches - The State Commission shall ordinarily function in the State Capital but
may perform its functions at such other place as the State Government may, in consultation with
the State Commission, notify in the Official Gazette, from time to time.)
18. Procedure applicable to State Commissions.-2[The provisions of Sections 12, 13
and 14 and the rules made thereunder] for the disposal of complaints by the District Forum shall,
with such modifications as may be necessary, be applicable to the disposal of disputes by the
State Commission.
COMMENTS
Section 11(2) (c) is not made applicable under section 18 of the Act. However, principle in
respect of territorial jurisdiction of a State Commission would be governed under the Code of Civil
Procedure; Arisetty Sanyasi Raju v. Hindustan Motors Ltd., 1992 (I) CPR 689.
19. Appeals.--Any person aggrieved by an order made by the State Commission in
exercise of its powers conferred by sub-clause (i) of clause (a) of section 17 may prefer an appeal
against such order to the National Commission within a period of thirty days from the date of the
order in such form and manner as may be prescribed:
__________________________
1. Subs. by Act 50 of 1993, sec. 14 (w.e.f. 18-6-1993).
2. Subs. by Act 50 of 1993, sec. 15 (w.e.f. ]8-6-1993).
3. Ins. by Act 34 of 1991, sec. 3 (w.e.f. 15-6-1991).
Provided that the National Commission may entertain an appeal after the expiry of the
said period of thirty days if it is satisfied that there was sufficient cause for not filing it within
that period.
(Provided further that no appeal by a person, who is required to pay any amount in terms
of an order of the state Commission, shall be entertained by the National Commission unless the
appellant has deposited in the prescribed manner fifty per cent of the amount or rupees thirty-five
thousand, whichever is less.)
(19A Hearing of appeal - An appeal filed before the State Commission or the National
Commission shall be heard as expeditiously as possible and an endeavour shall be made to
finally dispose of the appeal within a period of ninety days from the date of its admission:
Provided that no adjournment shall be ordinarily granted by the State Commission or the
National Commission, as the case may be, unless sufficient cause is shown and the reasons for
grant of adjournment have been recorded in writing by such Commission:
Provided further that the State Commission or the National Commission, as the case may
be, shall make such orders as to the costs occasioned by the adjournment as may be provided in
the regulations made under this Act:
Provided also that in the event of an appeal being disposed of after the period so
specified, the State Commission or the National Commission, as the case may be, shall record in
writing the reasons for the same at the time of disposing of the said appeal.)
20. Composition of the National Commission.-(I) The National Commission shall
consist of-
(a) a person who is or has been a Judge of the Supreme Court, to be appointed by the
Central Government, who shall be its President; -
1[Provided that no appointment under this clause shall be made except after
consultation with the Chief Justice of India;]
(b) not less than four, and not more than such number of members, as may be prescribed,
and one of whom shall be a woman, who shall have the following qualifications, namely :-
(i) be not less than thirty-five years of age;
(ii) possess a bachelor’s degree from a recognized university; and
(iii) be persons of ability, integrity and standing and have adequate knowledge and
experience of at least ten years in dealing with problems relating to economics, law, commerce,
accountancy, industry, public affairs or administration:
Provided that not more than fifty per cent of the members shall be from amongst the
persons having a judicial background.
Explanation: - For the purposes of this clause, the expression “persons having judicial
background” shall mean persons having knowledge and experience for at least a period of ten
years as a presiding officer at the district level court or any tribunal at equivalent level:
Provided further that a person shall be disqualified for appointment, if he –
(a) has been convicted and sentenced to imprisonment for an offence which, in the
opinion of the Central Government, involves moral turpitude; or
(b) is an undischarged insolvent; or
(c) is of unsound mind and stands so declared by a competent court; or
(d) has been removed or dismissed from the service of the Government or a body
corporate owned or controlled by the Government; or
(e) has, in the opinion of the Central Government, such financial or other interest
as is likely to affect prejudicially the discharge by him of his functions as a
member; or
(f) has such other disqualifications as may be prescribed by the Central
Government:
l[Provided that every appointment under this clause shall be made by the Central
Government on the recommendation of a Selection Committee consisting of the
following, namely ;-
(a) a person who is a Judge of the Supreme Court,
to be nominated by the Chief Justice of India -Chairman.
(b) the Secretary in the Department of Legal Affairs
in the Government of India -Member.
.(c) Secretary of the Department dealing with
consumer affairs in the Government of India -Member.]
(1A) (i) The jurisdiction, powers and authority of the National Commission may be
exercised by Benches thereof.
(ii) A Bench may be constituted by the President with one or more members as
the President may deem fit.
(iii) If the members of a Bench differ in opinion on any point, the points shall be
decided according to the opinion of the majority, if there is a majority, but if the members are
equally divided, they shall state the point or points on which they differ, and make a reference to
the President who shall either hear the point or points himself or refer the case for hearing on
such point or points by one or more or the other members and such point or points shall be
decided according to the opinion of the majority of the members who have heard the case,
including those who first heard it.)
(2) The salary or honorarium and other allowances payable to and the other terms and
conditions of service 2[* * *] of the members of the National Commission shall be such as may
be prescribed by the Central Government.
3[(3)Every member of the National Commission shall hold office for a term of five years
or up to the age of seventy years, whichever is earlier and shall not be eligible for reappointment.
Provided that a member shall be eligible for re-appointment for another term of five years
or up to the age of seventy years, whichever is earlier, subject to the condition that he fulfils the
qualifications and other conditions for appointment mentioned in clause (b) of sub-section (1)
and such re-appointment is made on the basis of the recommendation of the Selection
Committee:
Provided further that a person appointed as a President of the National Commission shall
also be eligible for re-appointment in the manner provided in clause (a) of sub-section (1):
Provided also that a member may resign his office in writing under his hand addressed to
the Central Government and on such resignation being accepted, his office shall become vacant
and may be filled by appointment of a person possessing any of the qualifications mentioned in
sub-section (1) in relation to the category of the member who is required to be appointed under
the provisions of sub-section (1A) in place of the person who has resigned.
(4) Notwithstanding anything contained in sub-section (3), a person appointed as a
President or as a member before the commencement of the Consumer Protection (Amendment)
Act, 1993, shall continue to hold such office as President or member, as the case may be, till the
completion of his term.]
21. Jurisdiction of the National Commission.-Subject to the other provisions of this
Act, the National Commission shall have jurisdiction-
(a) to entertain-
(i) complaints where the value of the goods or services and compensation, if any,
_____________________________
1. Ins. by Act 50 of 1993, sec. 16 (w.e.f. 18-6-1993).
2. Omitted by Act 50 of 1993, sec. 16 (w.e.f.18-6-1993).
3. Ins. by Act 50 of 1993, sec. 16 (w.e.f.18-6-1993).
claimed exceeds rupees l[twenty lakhs]; and
(ii) appeals against the orders of any State Commission; and
(b) to call for the records and pass appropriate orders in any consumer dispute which is
pending before or has been decided by any State Commission where it appears to the
National Commission that such State Commission has exercised a jurisdiction not vested
in it by law, or has failed to exercise a jurisdiction so vested, or has acted in the exercise
of its jurisdiction illegally or with material irregularity.
COMMENTS
The powers of National Commission are very limited; Kangara Ananth Ram v. Telecom Distt.
Engineer, (1991) I CPR 391.
2[22. Power of and procedure applicable to the National Commission.- (1) The
provisions of sections 12, 13 and 14 and the rules made thereunder for the disposal of complaints
by the District Forum shall, with such modifications as may be considered necessary by the
Commission, be applicable to the disposal of disputes by the National Commission.
(2) Without prejudice to the provisions contained in sub-section (1), the National
Commission shall have the power to review any order made by it, when there is an error apparent
on the face of record.)
(22A. Power to set aside ex parte orders – Where an order is passed by the National
Commission ex parte against the opposite party or a complainant, as the case may be, the
aggrieved party may apply to the Commission to set aside the said order in the interest of justice.
22B. Transfer of cases - On the application of the complainant or of its own motion, the
National Commission may, at any stage of the proceeding, in the interest of justice, transfer any
complaint pending before the District Forum of one State to a District Forum of another State or
before one State Commission to another State Commission.
22C. Circuit Benches - The National Commission shall ordinarily function at New
Delhi and, perform its functions at such other place as the Central Government may, in
consultation with the National Commission, notify in the official Gazette, from time to time.
22D. Vacancy in the office of the President - When the office of President of a District
Forum, State Commission, or of the National Commission, as the case may be, is vacant or a
person occupying such office is, by reason of absence or otherwise, unable to perform the duties
of his office, these shall be performed by the senior most member of the District Forum, the State
Commission or of the National Commission, as the case may be:
Provided that where a retired Judge of a High Court is a member of the National
Commission, such member or where the number of such members is more than one, the seniormost
person among such members, shall preside over the National Commission in the absence of
President of that Commission.)
23. Appeal.-Any person, aggrieved by an order made by the National Commission in
exercise of its powers conferred by sub-clause (i) of clause (a) of section 21, may prefer an
appeal against such order of the Supreme Court within a period of thirty days from the date of
the order:
Provided that the Supreme Court may entertain an appeal after the expiry of the said
period of thirty days if it is satisfied that there was sufficient cause for not filing it within that
period.
(Provided further that no appeal by a person who is required to pay any amount in terms of an
order of the National Commission shall be entertained by the Supreme Court unless that person
has deposited in the prescribed manner fifty per cent of that amount or rupees fifty thousand,
whichever is less.)
24. Finality of orders.-Every order of a District Forum, the State Commission or the
National Commission shall, if no appeal has been preferred against such order under the
provisions of this Act, be final.
3[24A. Limitation period.-{l) The District Forum, the State Commission or the National
Commission shall not admit a complaint unless it is filed within two years from the date on
which the cause of action has arisen.
(2) Notwithstanding anything contained in sub-section (1), a complaint may be
entertained after the period specified in sub-section (1), if the complainant satisfies the District
Forum, the State Commission or the National Commission, as the case may be, that he had
sufficient cause for not filing the complaint within such period:
Provided that no such complaint shall be entertained unless the National Commission, the
State Commission or the District Forum, as the case may be, records its reasons for condoning
such delay.
___________________________
1. Subs. by Act 50 of 1993, sec. 17 (w.e.f. 18-6-1993).
2. Subs. by Act 50 of 1993, sec. 18 (w.e.f. 18-6-1993). ;
3. Ins. by Act 50 of 1993, sec. 19 (w.e.f. 18-6-1993). ;;:
24B. Administrative control.-{ 1) The National Commission shall have administrative control
over all the State Commissions in the following matters, namely :-
(i) calling for periodical return regarding the institution, disposal, pendency of cases;
(iii) issuance of instructions regarding adoption of uniform procedure in the hearing of
matters, prior service of copies of documents produced by one party to the opposite
parties, furnishing of English translation of judgments written in any language, speedy
grant of copies of documents;
(iv) generally overseeing the functioning of the State Commissions or the District Fora to
ensure that the objects and purposes of the Act are best served without in any way
interfering with their quasi-judicial freedom.
(2) The State Commission shall have administrative control over all the District For a
within its jurisdiction in all matters referred to in sub-section (1)].
24. Enforcement of orders by the Forum, the State Commission or the National
Commission.- (1) Where an interim order made under this Act is not complied with, the
District Forum or the State Commission or the National Commission, as the case may be,
may order the property of the person, not complying with such order to be attached.
(2) No attachment made under sub-section (1) shall remain in force for more than three
months at the end of which, if the non-compliance continues, the property attached may be
sold and out of the proceeds thereof, the District Forum or the State Commission or the
National Commission may award such damages as it thinks fit to the complainant and shall
pay the balance, if any, to the party entitled thereto.
(3) Where any amount is due from any person under an order made by a District Forum,
State Commission or the National Commission, as the case may be, the person entitled to the
amount may make an application to the Distt. Forum, the State Commission or the National
Commission, as the case may be, and such District Forum or the State Commission and the
National Commission may issue a certificate for the said amount to the Collector of the
district (by whatever name called) and the Collector shall proceed to recover the amount in
the same manner as arrears of land revenue.)
1[26. Dismissal of frivolous or vexatious complaints.-Where a complaint instituted
before the District Forum, the State Commission or, as the case may be, the National
Commission is found to be frivolous or vexatious, it shall, for reasons to be recorded in writing,
dismiss the complaint and make an order that the complainant shall pay to the opposite party
such cost, not exceeding ten thousand rupees, as may be specified in the order.]
COMMENTS
(i) Where the complaint is mala fide, vexatious and frivolous and the opposite party has to incur expenses
for contesting the complaint, the Redressal Fora should saddle the complainant with costs; K.Jayaraman v. The
Poona Hospital & Research Centre, ~994 (1) CPR 23.
(ii) Merely because no court fee is payable for lodging a complaint before the consumer forums, parties
have a tendency to misuse the provisions of the Consumer Protection Actin respect of matters not falling within its
purview. This tendency must be discouraged; Orissa Vegetable Oil Complex Ltd. v. State of Orissa, 1994 (1) CPR
32. (i) Where the issue involved is a legal issue, the complain~ cannot said to be frivolous; Rasikalal Mohanjpl v.
Apollo Tyres Ltd., 1992 (II) CPR 327.
__________________________
1. Subs. by Act 50 of 1993, sec, 20 (w.ei. 18-6-1993).
(iii) Cost can be saddled with only in case of fraudulent or vexatious complaints; Vihol Jaswant
Singh Shivaji v. The Asstt. Branch Manager, New India Insurance Co. Ltd., 1994 (I) CPR417.
(iv) Where the issue involved is a legal issue, the complaint cannot said to be frivolous;
Rasikalal Mahonlal v.Apollo Tyres Ltd., 1992 (II) CPR 327
27. Penalties.- Where a trader or a person against whom a complaint is made l[ or the
complainant] fails or omits to comply with any order made by the District Forum, the State
Commission or the National Commission, as the case may be, such trader or person ([or
complainant] shall be punishable with imprisonment for a term which shall not be less than one
month but which may extend to three years, or with fine which shall not be less than two
thousands rupees but which may extend to ten thousand rupees, or with both:
(2) Notwithstanding anything contained in the Code of Criminal Procedure, 1973 (2 of 1974),
the District Forum or the State Commission or the National Commission, as the case may be,
shall have the power of a Judicial Magistrate of the first class for the trial of offences under this
Act, and on such conferment of powers, the District Forum or the State Commission or the
National Commission, as the case may be, on whom the powers are so conferred, shall be
deemed to be a Judicial Magistrate of the first class for the purpose of the Code of Criminal
Prodedure, 1973 (2 of 1974).
(3) All offences under this Act may be tried summarily by the District Forum or the State
Commission or the National Commission, as the case may be.)
27A. Appeal against order passed under section 27 – (1) Notwithstanding anything contained in
the Code of Criminal Procedure 1973 (2 of 1974), an appeal under section 27, both on facts and
on law, shall lie from –
(a) the order made by the District Forum to the State Commission;
(b) the order made by the State Commission to the National Commission; and
(c) the order made by the National Commission to the supreme Court.
(2) Except as aforesaid, no appeal shall lie to any court from any order of a District
Forum or a State Commission or the National Commission.
(3) Every appeal under this section shall be preferred within a period of thirty days from
the date of an order of a District Forum or a Sate Commission or, as the case may be, the
National Commission:
Provided that the State Commission or the National Commission or the Supreme Court,
as the case may be, may entertain an appeal after the expiry of the said period of thirty days, if, it
is satisfied that the appellant had sufficient cause for not preferring the appeal within the period
of thirty days.
CHAPTER IV
MISCELLANEOUS
28. Protection of action taken in good faith.-No suit, prosecution or other legal
proceedings shall lie against the members oft~ District Forum, the State Commission or the
National Commission or any officer or person acting under the direction of the District Forum,
the State Commission or the National Commission for executing any order made by it or in
respect of anything which is in good faith done or intended to be done by such member, officer
or person under this Act or under any rule or order made thereunder.
28A. Service of Notice, etc. - (1) All notices, required by this Act to be served, shall be
served in the manner hereinafter mentioned in sub-section (2).
(2) The service of notices may be made by delivering or transmitting a copy thereof by
registered post acknowledgment due addressed to opposite party against whom complaint is
made or to the complainant by speed post or by such courier service as are approved by the
District Forum, the State Commission or the National Commission, as the case may be, or by any
other means of transmission of documents (including FAX message).
(3) When an acknowledgment or any other receipt purporting to be signed by the opposite party
or his agent or by the complainant is received by the District Forum, the State Commission or the
National Commission, as the case may be, or postal article containing the notice is received back
by such District Forum, State Commission or the National Commission, with an endorsement
purporting to have been made by a postal employee or by any person authorized by the courier
service to the effect that the opposite party or his agent or complainant had refused to take
delivery of the postal article containing the notice or had refused to accept the notice by any
other means specified in Sub-section (2) when tendered or transmitted to him, the District Forum
or the State Commission or the National Commission, as the case may be, shall declare that the
notice had been duly served on the opposite party or to the complainant.
Provided that where the notice was properly addressed, pre-paid and duly sent by
registered post acknowledgment due, a declaration referred to in this sub-section shall be made
notwithstanding the fact that the acknowledgment has been lost or mislaid , or for any other
reason, has not been received by the District Forum, the State Commission or the National
Commission, as the case may be, within thirty days from the date of issue of notice.
(4) All notices required to be served on an opposite party or to complainant shall be
deemed to be sufficiently served, if addressed in the case of the opposite party to the place where
business or profession is carried and in case of complainant, the place where such person actually
and voluntarily resides.)
29. Power to remove difficulties.-{l) If any difficulty arises in giving effect to the
provisions of this Act, the Central Government may, by order in the Official Gazette, make such
provisions not inconsistent with the provisions of this Act as appear to it to be necessary or
expedient for removing the difficulty:
Provided that no such order shall be made after the expiry of a period of two years from
the commencement of this Act.
(2) Every order made under this section shall, as soon as may be after it is made be laid
before each House of Parliament.
(3) If any difficulty arises in giving effect to the provisions of the Consumer Protection
(Amendment) Act, 2002 ,the Central Government may, by order, do anything not inconsistent
with such provisions for the purpose of removing the difficulty:
Provided that no such order shall be made after the expiry of a period of two years from
the commencement of the Consumer Protection (Amendment) Act, 2002.
(4) Every order made under sub-section (3) shall be laid before each House of
Parliament).
2[29A. Vacancies or defects in appointment not to invalidate orders.-No act or
proceeding of the District Forum, the State Commission or the National Commission shall be
invalid by reason only of the existence of any vacancy amongst its members or any defect in the
constitution thereof.]
30. Power to make rules.-{I) The Central Government may, by notification, make rules
for carrying out the provisions contained in 3[clause (a) of sub-section (1) of section 2] clause
(b) of sub-section (2) of section 4, sub-section (2) of section 5, clause (vi) of sub-section (4) of
section 13, section 19, sub-section (2) of section 20 and section 22 of this Act.
__________________________
I. Ins. by Act 50 of 1993, sec. 21 (w.e.f. 18-6-1993).
2. Ins. by Act 34 of 1991, sec. 4 (w.e.f. 15-6-1991).
3. Ins. by Act 50 of 1993, sec. 22 (w.e.f. 18-6-1993).
(2) The State Government may, by notification, make rules for carrying out the
provisions contained in clause (b) of sub-section (2) and sub-section (4) of section 7], clause (b)
of sub-section (2) and sub-section (4) of section 8A, clause (b) of sub-section (1) and sub-section
13, clause (hb) of sub-section (1) and sub-section (3) of section 14, section 15 and clause (b) of
sub-section (1) and sub-section (2) of section 16 of this Act.).
30A. Power of the National Commission to make regulations - (1) The National
Commission may, with the previous approval of the Central Government, by notification, make
regulations not inconsistent with this Act to provide for all matters for which provision is
necessary or expedient for the purpose of giving effect to the provisions of this Act.
(2) In particular and without prejudice to the generality of the foregoing power, such
regulations may make provisions for the cost of adjournment of any proceeding before the
District Forum, the State Commission or the National Commission, as the case may be, which a
party may be ordered to pay.)
31. Rules and regulations to be laid before each House of Parliament.--{I) Every rule
and every regulation made under this Act shall laid, as soon as may be after it is made, before
each House of Parliament, while it is in session, for a total period of thirty days which may be
comprised in one session or in two or more successive sessions, and if, before the-expiry of the
session immediately following the session or the successive sessions aforesaid, both Houses
agree in making any modification in the rule or regulation or both Houses agree that the rule or
regulation shall thereafter have effect only in such modified form or be of no effect, as the case
may be; so, however, that any such modification or annulment shall be without prejudice to the
validity of anything previously done under that rule or regulation.
(2) Every rule made by a State Government under this Act shall be laid as soon as may
be after it is made, before the State Legislature.
__________________________
1.Ins.ByAct50of993,sec.22(w.e.f.8.6.1993)
THE CONSUMER PROTECTION RULES, 19871
In exercise of the powers conferred by sub-section (1) of section 30 of the Consumer Protection
Act, 1986 (68 of 1986), Central Government hereby makes the following rules, namely:-
1. Short title, extent and commencement.-{l) These rules may be called the Consumer
Protection Rules, 1987.
(2) They shall come into force on the date of their publication in the Official Gazette.
2. Definitions.-In these rules, unless the context otherwise requires-
(a) "Act" means the Consumer Protection Act, 1986 (68 of 1986);
(b) "agent" means a person duly authorised by a party to present any complaint, appeal or reply
on its behalf before the National Commission;
(c) "appellant" means a party which makes an appeal against the order of the State Commission;
(d) "chairman" means a chairman of the Central Consumer Protection Council established under
sub-section (1) of the section 4 of the Act;
(e) "memorandum" means any memorandum of appeal filed by the appellant;
(f) "opposite party" means a person who answers complaint or claim;
(g) "president" means the President of the National Commission;
(h) "respondent" means the person who answers any memorandum of appeal;
(i) "section" means section of the Act;
(j) "state" includes Union territories also;
(k) words and expressions used in the rules and not defined but defined in the Act shall have the
meanings respectively assigned to them in the Act.
2[2A. State Governments to recognise a laboratory as an appropriate laboratory.-{l) For the
purpose of obtaining recognition as an appropriate laboratory, the applicant shall send application, in
triplicate, in the proforma prescribed by the Bureau of Indian Standards with the relevant details to the
Department concerned with the consumer protection work in the State Government.
(2) The State Government on receiving the application from the applicant, shall forward its two
copies to the Bureau of Indian Standards to assess the suitability of the laboratory from the standards
prescribed by them (Bureau of Indian Standards). The fee charged by the Bureau of Indian Standards, for
this purpose, shall be paid by the applicant.
(3) The State Government on receiving the recommendations and approval of the Bureau of
Indian Standards, shall notify that laboratory as an "appropriate laboratory" for the purpose of Consumer
Protection Act, 1986 for a period of three years.]
3. The Constitution of the Central Consumer Protection Council and the Working Groups.-
{l) The Central Government shall, by notification in the official Gazette constitute the Central Consumer
Protection Council (herein after referred to as the Central
____________________________________
1. Published in the Gazette of India, Extra. Pt. II, Sec. 3(i), dated 15April,1987.
2. Ins. by G.S.R. 605 (E), dated 30th August, 1995 (w.e.f. 30-8-1995).
Council) which shall consist of 1[the following members, not exceeding 150, namely:-]
(a) 2[the Minister in-charge of Consumer Affairs in the Central Government] who shall
be the Chairman of the Central Council;
(b) the Minister of State (where he is not holding independent charge) or Deputy
Minister2[in charge of Consumer Affairs in the Central Government] who shall be
the Vice-Chairman of the Central Council;
(c) the 3[***] Minister in-charge of Consumer Affairs in States;
(d) eight Members of Parliament-five from the Lok Sabha and three from the Rajya
Sabha;
2[(e) the Secretary of the National Commission for Scheduled Castes and Scheduled
Tribes];
(f)representatives of the Central Government Departments and autonomous organisations
concerned with consumer interests-not exceeding twenty;
(g)representatives of the Consumer Organisations or consumers-not less than thirty-five;
(h) representatives of women-not less than ten;
(i) representatives of farmers, trade and industries-not exceeding twenty;
(j) persons capable of representing consumer interest not specified above-not exceeding
fifteen;
(k) the4[Secretary in-charge of Consumer Affairs in the Central Government] shall be the
member-secretary of the Central Council.
(2) The term of the Council shall be three years.
(3) Any member may, by writing under his hand to the Chairman of the Central Council, resign
from the Council. The vacancies, so caused or otherwise, shall be filled from the same category by the
Central Government and such person shall hold office so long as the member whose place he fills would
have been entitled to hold office, if the vacancy had not occurred.
5[(4) For the purpose of monitoring the implementation of the recommendations of the Central
Council.and to suggest the working of the Council, the Central Government may constitute from amongst
the members of the Council, a Standing Working Group, under the chairmanship of the Member
Secretary of the Council. The Standing Working Group shall consist of not exceeding 30 members and
shall meet as and when considered necessary by the Central Government.]
4. Procedure of the Central Council.-Under sub-section (2) of section 5, the Central Council shall
observe the following procedure in regard to the transaction of its business,-
(1) The meeting of the Central Council shall be presided over by the Chairman. In the absence of
the Chairman, the Vice-Chairman shall preside over the meeting of the Central Council. In the absence of
the Chairman and the Vice-Chairman, the Central Council shall elect a member to preside over that
meeting of the Council.
(2) Each meeting of the Central Council shall be called by giving, not less than ten days from the
date of issue, notice in writing to every member.
(3) Every notice of a meeting of the Central Council shall specify the place and the day
________________________________
1. Subs. by G.S.R. 95(E), dated 27th February, 1997 (w.e.f. 27-2-1997).
2. Subs. by G.S.R. 800 (E), dated 30th December, 1993 (w.ei. 30-12-1993).
3. Omitted by G.S.R. 95(E), dated 27th February, 1997 (w.ei. 27-2-1997).
4. Subs. by G.S.R. 95(E), dated 27th February, 1997 (w.ei. 27-2-1997).
5. Ins. by G.S.R. 95(E), dated 27th February, 1997 (w.e.f. 27-2-1997).
and hour of the meeting and shall contain statement of business to be transacted thereat.
(4) No proceedings of the Central Council shall be invalid merely by reasons of existence
of any vacancy in or any defect in the constitution of the Council.
(5) For the purpose of performing its functions under the Act, the Central Council may
constitute from amongst its members, such working groups as it may deem necessary and every
working group so constituted shall perform such functions as are assigned to it by the Central
Council. The findings of such working groups shall be placed before the Central Council for its
consideration.
I [(6) The non-official members shall be entitled to first class or second Air-Conditioned by all
trains (including Rajdhani Express) to and fro Railway fare or actual mode of travel whichever is less.
Outstation non-official members shall be entitled to a daily allowance of one hundred rupees per day for
attending the meetings of the Central Councilor any working group. Local non-official members shall be
paid actual conveyance, hire charges subject to a ceiling of Rs. 75.00 per day irrespective of the
classification of the city. Members of Parliament shall be entitled to travelling and daily allowances at
such rates as are admissible to such members.]
(7) The resolution passed by the Central Council shall be recommendatory in nature.
5. Place of the National Commission.- The office of the National Commission shall be
located in the Union Territory of Delhi.
6. Working days and office hours of the National Commission.- The working days and office
hours of the National Commission shall be the same as that of the Central Government.
7. Seal and emblem.- The official seal and emblem of the National Commission shall be such as
the Central Government may specify.
8. Sitting of the National Commission.-The sitting of the National Commission as and when
necessary, shall be convened by the President.
9. Staff of the National Commission.- The Central Government shall appoint such staff as may
be necessary to assist the National Commission in its day to day work and to perform such other
functions as are provided under the Act and these rules or assigned to it by the President. The
salary payable to such staff shall be defrayed out of the Consolidated Fund of India.
10. Additional powers of the National Commission, State Commission and District Forum.-
( I) The National Commission, the State Commission and the District Forum shall have power to
require any person,-
(a) to produce before, and allow to be examined and kept by an officer of the National
Commission, the State Commission or the District Forum, as the case may be,
specified in this behalf, such books, accounts, documents or commodities in the
custody or under the control of the person so required as may be specified or
described in the requisition, if the examination of such books, accounts, documents or
commodities are required for the purpose of this Act;
(b) to furnish to an officer so specified, such information as may be required for the
purpose of this Act.
_____________________________________
1. Subs. by G.S.R. 759(£), dated 21st November, 1995 (w.e.f. 21-11-1995).
(2)(a) Where during any proceedings under this Act, the National Commission, the State
Commission or the District Forum, as the case may be, has any ground to believe that any book,
paper, commodity or document which may be required to be produced in such proceedings, are
being or may be, destroyed, mutilated, altered, falsified or secreted, it may, by written order,
authorise any officer to exercise the power of entry and search of any premises. Such authorised
officer may also seize such books, papers, documents or commodities as are required for the
purpose of this Act:
Provided that such seizure shall be communicated to the National Commission, the State
Commission or the District Forum as the case may be, as soon as it is made or within a period
not exceeding 72 hours of making such seizure .after specifying the reasons in writing for
making such seizure.
(b) The National Commission, the State Commission or the District Forum, as the case
may be, on examination of such seized documents or commodities, as the case may be, may
order the retention thereof or may return it to the party concerned.
11. Salaries, honorarium and other allowances of the President and Members of the
National Commission.-I[(I) The President of the National Commission shall be entitled to
salary, allowances and other perquisites as woe available to a sitting Judge of the Supreme Court
and other members, if sitting on whole-time basis, shall receive a consolidated honorarium of
2[ten thousand rupees] per month or if sitting on part-time basis, a consolidated honorarium of
2[five hundred rupees] per day of sitting].
(2) The President and the members shall be entitled to travelling and daily allowances on
official tours at the same rates as are admissible to group' A "officers of the Central Government.
3[(2A) The president and tl1e members of the National Commission shall be entitled to
conveyance allowance of one hundred fifty rupees per day of its sitting or a sum of one thousand
and five hundred rupees per month, as may be opted by them.]
(3) The honorarium or the salary, as the case may be, and oilier allowances shall be
defrayed out of the Consolidated Fund of India.
12. Terms and conditions of service of the President and members of the National
Commission.-(1) Before appointment, the President and a member of the National Commission
shall have to take an undertaking that he does not and will not have any such financial or other
interest as is likely to affect prejudicially his functions as such member.
4[(2) Every member oftl1e National Commission shall hold office for a term of five years
or up to the age of seventy years, whichever is earlier and shall not be eligible for reappointment.
]
(3) Notwithstanding anything contained in sub-rule (2) the President or a member may,-
(a) by writing under his hand and addressed to the Central Government resign his office
at any time;
(b) be removed from his office in accordance with the provisions of rule 13.
(4) The terms and conditions of service of the President and tl1e members shall not be
varied to their disadvantage during tl1eir tenure of office.
(5) A casual vacancy caused by resignation or removal of the President or any other
______________________________
1 Subs. by G.S.R. 658(E), dated 14th July, 1987 (w.e.t: 14-7-1987).
2. Subs. by G.S.R. 88(E), dated 24t11 February, 1998 (w.e.t: 24-2-1998).
3. Ins. by G.S.R. 88(E), dated 24th February, 1998 (w.e.t: 24-2-1998).
4. Subs. by G.S.R. 522(E), dated 22nd June, 1994 (w.e.t: 22-6-1994).
member of the National Commission under sub-rule (3) or otherwise shall be filled by fresh
appointment.
1[(6) When the President of the National Commission is unable to discharge the functions
owing 10 absence, illness or any other cause, the senior most member of the National
Commission with judicial background, if authorised so to do by the President in writing, shall
discharge the functions of the President until the day on which the President resumes the charge
of his functions.]
2[(7) The President or any member ceasing to hold office as such shall not hold any
appointment in or be connected with the management or administrations of an organisation
which have been the subject of any proceeding under the Act during his tenure for a period of 5
years from the date on which he ceases to hold such office].
13. Removal of President or members from office in certain circumstances.-{l) The
Central Government may remove from office, the President or any member, who,-
(a) has been adjudged as an insolvent; or
(b) has been convicted of an offence which, in the opinion of the Central Government,
involves moral turpitude; or
(c) has become physically or mentally incapable of acting as the President or the
member; or
(d) has acquired such financial or other interest as is likely to affect prejudicially his
functions as the President or a member; or
(e) has so abused his position as to render his continuance in office prejudicial to the
public interest 3[;or]
4[ (f) remain absent in three consecutive sittings except for reasons beyond his control.]
(2) Notwithstanding anything contained in sub-rule (1), the :President or any member
shall not be removed from his office on the grounds specified in S[clauses (d), (e) and (f)] of that
sub-rule except on an inquiry held by Central Government in accordance with such procedure as
it may specify in this behalf and finds the President or a member to be guilty of such ground.
14. Procedure to be followed by the National Commission.-{l) A complaint containing
the following particulars shall be presented by the complainant in person or by his agent to the
National Commission or be sent by registered post, addressed to the National Commission:-
(a) the name, description and the address of the complainant;
(b) the name, description and address of the opposite party or parties, as the case may be,
so far as they can be ascertained;
(c) the facts relating to the complaint and when and where it arose;
(d) documents in support of the allegations contained in the complaint;
(e) the relief which the complainant claims.
_____________________
I. Subs. by G.S.R. 95(E), dated 27th February, 1997 (w.e.f. 27-2-1997).
2. Sub-rules (7), (8) and (9) of Rule 12, omitted and sub-rule (10) re-numbered as sub-rule (7) by G.S.R.
No. 533(E), dated 14th August, 1991(w.e.f. 14-8-1991).
3. Added by G.S.R. 95(E), dated 27th February, 1997 (w.e.f. 27-2-1997).
4. Ins. by G.S.R. 95(E), dated 27th February, 1997 (w.e.f. 27-2-1997).
5. Subs. by G.S.R. 95(£), dated 27th February, 1997 (w.e.f. 27-2-1997).
(2) The National Commission shall, in disposal of any complaint before it, as far as
possible, follow the procedures laid down in sub-sections (1) and (2) of section 13 in relation to
the complaint received by the District Forum.
(3) On the date of hearing or any other date to which hearing could be adjourned, it shall
be obligatory on the parties or their agents to appear before the National Commission. Where the
complainant or his agent fails to appear before the National Commission on such days, the
National Commission may in its discretion either dismiss the complaint for default or decide it
on merits. Where the opposite party or its agent fails to appear on the date of hearing the
National Commission may decide the complaint ex-parte.
(4) The National Commission may, on such terms as it deems fit and at any stage of the
proceedings, adjourn the hearing of the complaint but the complaint shall be decided as far as
possible within a period of three months from the date of notice received by opposite party where
complaint does not require analysis or testing of commodities and within five months if it
requires analysis or testing of commodities.
(5) If after the proceedings conducted under sub-rule (3), the National Commission is
satisfied with the allegations contained in the complaint, it shall issue orders to the opposite party
or parties, as the case may be, directing him or them to take one or more of the things as
mentioned in sub-section (1) of section 14. The National Commission shall also have the power
to direct that any order passed by it, where no appeal has been preferred under section 23 or
where the order of the National Commission has been affirmed by the Supreme Court under that
section, be published in the Official Gazette or through any other media and no legal proceedings
shall lie against the National Commission or any media for such publication.
15. Procedure for hearing the appeal.-(I) Memorandum shall be presented by the
appellant or his agent to the National Commission in person or be sent by registered post
addressed to the Commission.
(2) Every memorandum filed under sub-rule (1) shall be in legible handwriting preferably
typed and shall set forth concisely under distinct heads, the grounds of appeal without any
argument or narrative and such grounds shall be numbered consecutively.
(3) Each memorandum shall be accompanied by a certified copy of the order of the State
Commission appealed against and such of the documents as may be required to support grounds
of objection mentioned in the memorandum.
(4) When the appeal is presented after the expiry of the period of limitation as specified
in the Act, the memorandum shall be accompanied by an application supported by an affidavit
setting forth the facts on which the appellant relies to satisfy the National Commission that he
has sufficient cause for not preferring the appeal within the period of limitation.
(5) The appellant shall submit six copies of the memorandum to the Commission for
official purpose.
(6) On the date of hearing or on any other day to which hearing may be adjourned, it shall
be obligatory for the parties or their agents to appear before the National Commission. If
appellant or his agent fails to appear on such date, the National Commission may in its discretion
either dismiss the appeal or decide ex-parte on merits. If the respondent or his agent fails to
appear on such date, the National Commission shall proceedex-parte and shall decide the appeal
on merits of the case.
(7) The appellant shall not, except by leave of the National Commission, urge or be heard
in support of any ground of objection not set forth in the memorandum but the National
Commission. in deciding the appeal, may not confine to the grounds of objection set forth in the
memorandum:
Provided that the Commission shall not rest its decision on any other ground other than
those specified in the memorandum unless the party who may be affected thereby, has been
given, an opportunity of being heard by the National Commission.
(8) The National Commission, on such terms as it may think fit and at any stage, adjourn
the hearing of the appeal, but not more than one adjournment shall ordinarily be given and the
appeal should be decided as far as possible, within 90 days from the first date of hearing.
1[(9) The order of the National Commission shall be communicated to the parties
concerned free of cost].
2[l5A. Sitting of the National Commission and signing of orders.-(I) Every proceeding
of the National Commission shall be conducted by the President 3[or the senior most member
authorised under rule 12] and at least two members thereof sitting together:
Provided that where the member or members for any reason are unable to conduct the
proceeding till it is completed, the President 3[or the senior most member authorised under rule
12] shall conduct such proceeding de novo.
(2) Every order made by the National Commission shall be signed by the President 3[or
the senior most member authorised under rule 12] and at least two members who conducted the
proceeding and if there is any difference of opinion among themselves, the opinion of majority
Shall be the order of the National Commission:
Provided that where the proceeding is conducted by the President 3[ or the senior most
member authorised under rule 12] and three members thereof and they differ on any point or
points, they shall state the point or points on which they differ and refer the same to the other
member for hearing on such point or points and such point or points shall be decided accordingly
to the opinion of the majority of the National Commission.]
___________________________
1. Subs. by G.S.R. 533(E), dated 14th August, 1991 (w,e.f, 14-8-1991).
2. Ins. by G.S.R 533(E) dated 14th August, 1991 (w.e.f. 14-8-1991).
3. Ins. by G.S.R. 95(E); dated 27th February, 1997 (w.e.f. 27-2-1997).