Download Consumer Protection Act: Definitions and Complaint Procedures and more Study notes Law in PDF only on Docsity!
THE CONSUMER PROTECTION ACT, 2019
____________
ARRANGEMENT OF SECTIONS
Last Updated:17- 9 - 2021
CHAPTER I PRELIMINARY SECTIONS
- Short title, extent, commencement and application.
- Definitions. CHAPTER II CONSUMER PROTECTION COUNCILS.
- Central Consumer Protection Council.
- Procedure for meetings of Central Council.
- Objects of Central Council.
- State Consumer Protection Councils.
- Objects of State Council.
- District Consumer Protection Council.
- Objects of District Council. CHAPTER III CENTRAL CONSUMER PROTECTION AUTHORITY
- Establishment of Central Consumer Protection Authority.
- Qualifications, method of recruitment, etc., of Chief Commissioner and Commissioners.
- Vacancy, etc., not to invalidate proceedings of Central Authority.
- Appointment of officers, experts, professionals and other employees of Central Authority.
- Procedure of Central Authority.
- Investigation Wing.
- Power of District Collector.
- Complaints to authorities.
- Powers and functions of Central Authority.
- Power of Central Authority to refer matter for investigation or to other Regulator.
- Power of Central Authority to recall goods, etc.
- Power of Central Authority to issue directions and penalties against false or misleading advertisements.
- Search and seizure.
- Designation of any statutory authority or body to function as Central Authority.
- Appeal.
- Grants by Central Government.
- Accounts and audit.
- Furnishing of annual reports, etc. CHAPTER IV CONSUMER DISPUTES REDRESSAL COMMISSION
- Establishment of District Consumer Disputes Redressal Commission.
- Qualifications, etc., of President and members of District Commission.
SECTIONS
- Salaries, allowances and other terms and conditions of service of President and members of District Commission.
- Transitional provision.
- Vacancy in office of member of District Commission.
- Officers and other employees of District Commission.
- Jurisdiction of District Commission.
- Manner in which complaint shall be made.
- Proceedings before District Commission.
- Reference to mediation.
- Procedure on admission of complaint.
- Findings of District Commission.
- Review by District Commission in certain cases.
- Appeal against order of District Commission.
- Establishment of State Consumer Disputes Redressal Commission.
- Qualifications, etc., of President and members of State Commission.
- Salaries, allowances and other terms and conditions of service of President and members of State Commission.
- Transitional provision.
- Officers and employees of State Commission.
- Jurisdiction of State Commission.
- Transfer of cases.
- Procedure applicable to State Commission.
- Review by State Commission in certain cases.
- Appeal to National Commission.
- Hearing of appeal.
- Establishment of National Consumer Disputes Redressal Commission.
- Composition of National Commission.
- Qualifications, etc., of President and members of National Commission.
- Transitional provision.
- Other officers and employees of National Commission.
- Jurisdiction of National Commission.
- Procedure applicable to National Commission.
- Review by National Commission in certain cases.
- Power to set aside ex parte orders.
- Transfer of cases.
- Vacancy in office of President of National Commission.
- Vacancies or defects in appointment not to invalidate orders.
- Service of notice, etc.
- Experts to assist National Commission or State Commission.
- Appeal against order of National Commission.
- Finality of orders.
- Limitation period.
- Administrative control.
- Enforcement of orders of District Commission, State Commission and National Commission.
- Penalty for non-compliance of order.
- Appeal against order passed under section 72.
THE CONSUMER PROTECTION ACT, 2019
ACT NO. 35 OF 2019
[9 th August , 2019.]
An Act to provide for protection of the interests of consumers and for the said purpose, to establish
authorities for timely and effective administration and settlement of consumers' disputes and for
matters connected therewith or incidental thereto.
BE it enacted by Parliament in the Seventieth Year of the Republic of India as follows:— CHAPTER I PRELIMINARY
1. Short title, extent, commencement and application. —( 1 ) This Act may be called the Consumer Protection Act, 2019. ( 2 ) It extends to the whole of India except the State of Jammu and Kashmir. ( 3 ) It shall come into force on such date^1 as the Central Government may, by notification, appoint and different dates may be appointed for different States and for different provisions of this Act and any reference in any such provision to the commencement of this Act shall be construed as a reference to the coming into force of that provision. ( 4 ) Save as otherwise expressly provided by the Central Government, by notification, this Act shall apply to all goods and services. 2. Definitions.— In this Act, unless the context otherwise requires,— ( 1 ) "advertisement" means any audio or visual publicity, representation, endorsement or pronouncement made by means of light, sound, smoke, gas, print, electronic media, internet or website and includes any notice, circular, label, wrapper, invoice or such other documents; ( 2 ) "appropriate laboratory" means a laboratory or an organisation— ( i ) recognised by the Central Government; or ( ii ) recognised by a State Government, subject to such guidelines as may be issued by the Central Government in this behalf; or ( iii ) 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 ) "branch office" means— ( i ) any office or place of work described as a branch by the establishment; or ( ii ) any establishment carrying on either the same or substantially the same activity carried on by the head office of the establishment; ( 4 ) "Central Authority" means the Central Consumer Protection Authority established under 1. 20th July, 2020.— S. 2 [Except clauses (4), (13), (14), (16), (40)], s. 3 to 9 (both inclusive), s. 28 to 73 (both inclusive) [Except sub-clause (iv) of clause (a) of sub-section (1) of section 58], s. 74 to 81 (both inclusive), s. 82 to 87 (both inclusive), s. 90 and 91 [Except sections 88, 89, 92 and 93], s. 95, 98,100 and 101 [Except clauses (f) to (m) and clauses (zg), (zh) and (zi) of sub-section 2], s. 102, 103, 105, 106, 107 [Except sections 94, 96, 97, 99, 104], vide notification No. S.O. 2351(E), dated 15th July, 2020, see Gazette of India, Extraordinary, Part II, sec. 3( ii ).
- 24th July, 2020 .-- S. 2 [clauses (4), (13), (14), (16), (40)], s. 10 to 27 (both inclusive), sub-clause (iv) of clause (a) of sub-section (1) of section 58, s. 88, 89, 92 and 93, 94, 96, 97 and 99, clause (f) to (m) of sub-section 2 and clauses (zg), (zh) and (zi) of sub-section 2 of s. 101, 104, vide notification No. S.O. 2421(E), dated 23rd July 2020, see Gazette of India, Extraordinary, Part II, sec. 3( ii ).
section 10; ( 5 ) "complainant" means— ( i ) a consumer; or ( ii ) any voluntary consumer association registered under any law for the time being in force; or ( iii ) the Central Government or any State Government; or ( iv ) the Central Authority; or ( v ) one or more consumers, where there are numerous consumers having the same interest; or ( vi ) in case of death of a consumer, his legal heir or legal representative; or ( vii ) in case of a consumer being a minor, his parent or legal guardian; ( 6 ) "complaint" means any allegation in writing, made by a complainant for obtaining any relief provided by or under this Act, that— ( i ) an unfair contract or unfair trade practice or a restrictive trade practice has been adopted by any trader or service provider; ( ii ) the goods bought by him or agreed to be bought by him suffer from one or more defects; ( iii ) the services hired or availed of or agreed to be hired or availed of by him suffer from any deficiency; ( iv ) a trader or a 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; or ( b ) displayed on the goods or any package containing such goods; or ( c ) displayed on the price list exhibited by him by or under any law for the time being in force; or ( d ) agreed between the parties; ( v ) the goods, which are hazardous to life and safety when used, are being offered for sale to the public-- ( a ) in contravention of standards relating to safety of such goods as required to be complied with, by or under any law for the time being in force; ( b ) where the trader knows that the goods so offered are unsafe to the public; ( vi ) the services which are hazardous or likely to be hazardous to life and safety of the public when used, are being offered by a person who provides any service and who knows it to be injurious to life and safety; ( vii) a claim for product liability action lies against the product manufacturer, product seller or product service provider, as the case may be; ( 7 ) "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 ) hires or avails of any service 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 service other than the person who hires or avails of the services for
( 16 ) "e-commerce" means buying or selling of goods or services including digital products over digital or electronic network; ( 17 ) "electronic service provider" means a person who provides technologies or processes to enable a product seller to engage in advertising or selling goods or services to a consumer and includes any online market place or online auction sites; ( 18 ) "endorsement", in relation to an advertisement, means— ( i ) any message, verbal statement, demonstration; or ( ii ) depiction of the name, signature, likeness or other identifiable personal characteristics of an individual; or ( iii ) depiction of the name or seal of any institution or organisation, which makes the consumer to believe that it reflects the opinion, finding or experience of the person making such endorsement; ( 19 ) "establishment" includes an advertising agency, commission agent, manufacturing, trading or any other commercial agency which carries on any business, trade or profession or any work in connection with or incidental or ancillary to any commercial activity, trade or profession, or such other class or classes of persons including public utility entities in the manner as may be prescribed; ( 20 ) "express warranty" means any material statement, affirmation of fact, promise or description relating to a product or service warranting that it conforms to such material statement, affirmation, promise or description and includes any sample or model of a product warranting that the whole of such product conforms to such sample or model; ( 21) "goods" means every kind of movable property and includes "food" as defined in clause ( j ) of sub-section ( 1 ) of section 3 of the Food Safety and Standards Act, 2006 (34 of 2006); ( 22) "harm", in relation to a product liability, includes— ( i ) damage to any property, other than the product itself; ( ii) personal injury, illness or death; ( iii ) mental agony or emotional distress attendant to personal injury or illness or damage to property; or (iv ) any loss of consortium or services or other loss resulting from a harm referred to in sub- clause ( i) or sub-clause ( ii ) or sub-clause (iii ), but shall not include any harm caused to a product itself or any damage to the property on account of breach of warranty conditions or any commercial or economic loss, including any direct, incidental or consequential loss relating thereto; ( 23 ) "injury" means any harm whatever illegally caused to any person, in body, mind or property; ( 24) "manufacturer" means a person who— ( i ) makes any goods or parts thereof; or ( ii ) assembles any goods or parts thereof made by others; or ( iii ) puts or causes to be put his own mark on any goods made by any other person; ( 25 ) "mediation" means the process by which a mediator mediates the consumer disputes; ( 26 ) "mediator" means a mediator referred to in section 75; ( 27) "member" includes the President and a member of the National Commission or a State Commission or a District Commission, as the case may be; ( 28 ) "misleading advertisement" in relation to any product or service, means an advertisement, which— ( i ) falsely describes such product or service; or
( ii ) gives a false guarantee to, or is likely to mislead the consumers as to the nature, substance, quantity or quality of such product or service; or ( iii) conveys an express or implied representation which, if made by the manufacturer or seller or service provider thereof, would constitute an unfair trade practice; or ( iv ) deliberately conceals important information; ( 29 ) "National Commission" means the National Consumer Disputes Redressal Commission established under sub-section ( 1 ) of section 53; ( 30 ) "notification" means a notification published in the Official Gazette and the term "notify" shall be construed accordingly; ( 31 ) "person" includes-- ( i ) an individual; ( ii ) a firm whether registered or not; ( iii ) a Hindu undivided family; ( iv ) a co-operative society; ( v ) an association of persons whether registered under the Societies Registration Act, 1860 (21 of 1860) or not; ( vi ) any corporation, company or a body of individuals whether incorporated or not; ( vii ) any artificial juridical person, not falling within any of the preceding sub-clauses; ( 32 ) "prescribed" means prescribed by rules made by the Central Government, or, as the case may be, the State Government; ( 33 ) "product" means any article or goods or substance or raw material or any extended cycle of such product, which may be in gaseous, liquid, or solid state possessing intrinsic value which is capable of delivery either as wholly assembled or as a component part and is produced for introduction to trade or commerce, but does not include human tissues, blood, blood products and organs; ( 34 ) "product liability" means the responsibility of a product manufacturer or product seller, of any product or service, to compensate for any harm caused to a consumer by such defective product manufactured or sold or by deficiency in services relating thereto; ( 35 ) "product liability action" means a complaint filed by a person before a District Commission or State Commission or National Commission, as the case may be, for claiming compensation for the harm caused to him; ( 36 ) "product manufacturer" means a person who— ( i ) makes any product or parts thereof; or (ii ) assembles parts thereof made by others; or ( iii ) puts or causes to be put his own mark on any products made by any other person; or ( iv ) makes a product and sells, distributes, leases, installs, prepares, packages, labels, markets, repairs, maintains such product or is otherwise involved in placing such product for commercial purpose; or ( v ) designs, produces, fabricates, constructs or re-manufactures any product before its sale; or ( vi ) being a product seller of a product, is also a manufacturer of such product; ( 37 ) "product seller", in relation to a product, means a person who, in the course of business, imports, sells, distributes, leases, installs, prepares, packages, labels, markets, repairs, maintains, or otherwise is involved in placing such product for commercial purpose and includes--
( i ) requiring manifestly excessive security deposits to be given by a consumer for the performance of contractual obligations; or ( ii ) imposing any penalty on the consumer, for the breach of contract thereof which is wholly disproportionate to the loss occurred due to such breach to the other party to the contract; or ( iii ) refusing to accept early repayment of debts on payment of applicable penalty; or ( iv ) entitling a party to the contract to terminate such contract unilaterally, without reasonable cause; or ( v ) permitting or has the effect of permitting one party to assign the contract to the detriment of the other party who is a consumer, without his consent; or ( vi ) imposing on the consumer any unreasonable charge, obligation or condition which puts such consumer to disadvantage; ( 47 ) "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:— ( i ) making any statement, whether orally or in writing or by visible representation including by means of electronic record, which— ( a ) falsely represents that the goods are of a particular standard, quality, quantity, grade, composition, style or model; ( b ) falsely represents that the services are of a particular standard, quality or grade; ( c ) falsely represents any re-built, second-hand, renovated, reconditioned or old goods as new goods; ( d ) represents that the goods or services have sponsorship, approval, performance, characteristics, accessories, uses or benefits which such goods or services do not have; ( e ) represents that the seller or the supplier has a sponsorship or approval or affiliation which such seller or supplier does not have; ( f) makes a false or misleading representation concerning the need for, or the usefulness of, any goods or services; ( g ) 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; ( h ) makes to the public a representation in a form that purports to be— ( A ) a warranty or guarantee of a product or of any goods or services; or ( B ) 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; ( i ) 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;
( j ) gives false or misleading facts disparaging the goods, services or trade of another person. Explanation .—For the purposes of this sub-clause, 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; ( ii ) permitting the publication of any advertisement, whether in any newspaper or otherwise, including by way of electronic record, 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 this sub-clause, "bargain 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; ( iii ) permitting— ( 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; (b ) 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, except such contest, lottery, game of chance or skill as may be prescribed; ( c ) withholding from the participants of any scheme offering gifts, prizes 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; ( iv ) permitting 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 the 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; ( v ) permitting the hoarding or destruction of goods, or refusal 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; ( vi ) manufacturing of spurious goods or offering such goods for sale or adopting deceptive practices in the provision of services;
( a ) the Collector of the district (by whatever name called), who shall be the Chairperson; and ( b ) such number of other official and non-official members representing such interests as may be prescribed. ( 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 at such time and place within the district as the Chairperson may think fit and shall observe such procedure in regard to the transaction of its business as may be prescribed. 9. Objects of District Council .—The objects of every District Council shall be to render advice on promotion and protection of consumer rights under this Act within the district. CHAPTER III CENRAL CONSUMER PROTECTION AUTHORITY 1 0. Establishment of Central Consumer Protection Authority.— ( 1 ) The Central Government shall, by notification, establish with effect from such date as it may specify in that notification, a Central Consumer Protection Authority to be known as the Central Authority to regulate matters relating to violation of rights of consumers, unfair trade practices and false or misleading advertisements which are prejudicial to the interests of public and consumers and to promote, protect and enforce the rights of consumers as a class. ( 2 ) The Central Authority shall consist of a Chief Commissioner and such number of other Commissioners as may be prescribed, to be appointed by the Central Government to exercise the powers and discharge the functions under this Act. ( 3 ) The headquarters of the Central Authority shall be at such place in the National Capital Region of Delhi, and it shall have regional and other offices in any other place in India as the Central Government may decide. 11. Qualifications, method of recruitment, etc., of Chief Commissioner and Commissioners.— The Central Government may, by notification, make rules to provide for the qualifications for appointment, method of recruitment, procedure for appointment, term of office, salaries and allowances, resignation, removal and other terms and conditions of the service of the Chief Commissioner and Commissioners of the Central Authority. 12. Vacancy, etc., not to invalidate proceedings of Central Authority.— No act or proceeding of the Central Authority shall be invalid merely by reason of— ( a ) any vacancy in, or any defect in the constitution of, the Central Authority; or ( b ) any defect in the appointment of a person acting as the Chief Commissioner or as a Commissioner; or ( c ) any irregularity in the procedure of the Central Authority not affecting the merits of the case. 13. Appointment of officers, experts, professionals and other employees of Central Authority.— ( 1 ) The Central Government shall provide the Central Authority such number of officers and other employees as it considers necessary for the efficient performance of its functions under this Act. ( 2 ) The salaries and allowances payable to, and the other terms and conditions of service of, the officers and other employees of the Central Authority appointed under this Act shall be such as may be prescribed. ( 3 ) The Central Authority may engage, in accordance with the procedure specified by regulations, such number of experts and professionals of integrity and ability, who have special knowledge and experience in the areas of consumer rights and welfare, consumer policy, law, medicine, food safety, health, engineering, product safety, commerce, economics, public affairs or administration, as it deems necessary to assist it in the discharge of its functions under this Act.
14. Procedure of Central Authority. — ( 1 ) The Central Authority shall regulate the procedure for transaction of its business and allocation of its business amongst the Chief Commissioner and Commissioners as may be specified by regulations. ( 2 ) The Chief Commissioner shall have the powers of general superintendence, direction and control in respect of all administrative matters of the Central Authority: Provided that the Chief Commissioner may delegate such of his powers relating to administrative matters of the Central Authority, as he may think fit, to any Commissioner (including Commissioner of a regional office) or any other officer of the Central Authority. 15. Investigation Wing.— ( 1 ) The Central Authority shall have an Investigation Wing headed by a Director-General for the purpose of conducting inquiry or investigation under this Act as may be directed by the Central Authority. ( 2 ) The Central Government may appoint a Director-General and such number of Additional Director-General, Director, Joint Director, Deputy Director and Assistant Director, from amongst persons who have experience in investigation and possess such qualifications, in such manner, as may be prescribed. ( 3 ) Every Additional Director-General, Director, Joint Director, Deputy Director and Assistant Director shall exercise his powers, and discharge his functions, subject to the general control, supervision and direction of the Director-General. ( 4 ) The Director-General may delegate all or any of his powers to the Additional Director-General or Director, Joint Director or Deputy Director or Assistant Director, as the case may be, while conducting inquiries or investigations under this Act. ( 5 ) The inquiries or the investigations made by the Director-General shall be submitted to the Central Authority in such form, in such manner and within such time, as may be specified by regulations. 16. Power of District Collector.— The District Collector (by whatever name called) may, on a complaint or on a reference made to him by the Central Authority or the Commissioner of a regional office, inquire into or investigate complaints regarding violation of rights of consumers as a class, on matters relating to violations of consumer rights, unfair trade practices and false or misleading advertisements, within his jurisdiction and submit his report to the Central Authority or to the Commissioner of a regional office, as the case may be. 17. Complaints to authorities.— A complaint relating to violation of consumer rights or unfair trade practices or false or misleading advertisements which are prejudicial to the interests of consumers as a class, may be forwarded either in writing or in electronic mode, to any one of the authorities, namely, the District Collector or the Commissioner of regional office or the Central Authority. 18. Powers and functions of Central Authority.— ( 1 ) The Central Authority shall— ( a ) protect, promote and enforce the rights of consumers as a class, and prevent violation of consumers rights under this Act; ( b ) prevent unfair trade practices and ensure that no person engages himself in unfair trade practices; ( c ) ensure that no false or misleading advertisement is made of any goods or services which contravenes the provisions of this Act or the rules or regulations made thereunder; ( d ) ensure that no person takes part in the publication of any advertisement which is false or misleading. ( 2 ) Without prejudice to the generality of the provisions contained in sub-section ( 1 ), the Central Authority may, for any of the purposes aforesaid,-- ( a ) inquire or cause an inquiry or investigation to be made into violations of consumer rights or unfair trade practices, either suo motu or on a complaint received or on the directions from the Central Government;
rights, it may, by order, issue directions to the concerned trader or manufacturer or endorser or advertiser or publisher, as the case may be, to discontinue such advertisement or to modify the same in such manner and within such time as may be specified in that order. ( 2 ) Notwithstanding the order passed under sub-section ( 1 ), if the Central Authority is of the opinion that it is necessary to impose a penalty in respect of such false or misleading advertisement, by a manufacturer or an endorser, it may, by order, impose on manufacturer or endorser a penalty which may extend to ten lakh rupees: Provided that the Central Authority may, for every subsequent contravention by a manufacturer or endorser, impose a penalty, which may extend to fifty lakh rupees. ( 3 ) Notwithstanding any order under sub-sections ( 1 ) and ( 2 ), where the Central Authority deems it necessary, it may, by order, prohibit the endorser of a false or misleading advertisement from making endorsement of any product or service for a period which may extend to one year: Provided that the Central Authority may, for every subsequent contravention, prohibit such endorser from making endorsement in respect of any product or service for a period which may extend to three years. ( 4 ) Where the Central Authority is satisfied after investigation that any person is found to publish, or is a party to the publication of, a misleading advertisement, it may impose on such person a penalty which may extend to ten lakh rupees. ( 5 ) No endorser shall be liable to a penalty under sub-sections ( 2 ) and ( 3 ) if he has exercised due diligence to verify the veracity of the claims made in the advertisement regarding the product or service being endorsed by him. ( 6 ) No person shall be liable to such penalty if he proves that he had published or arranged for the publication of such advertisement in the ordinary course of his business: Provided that no such defence shall be available to such person if he had previous knowledge of the order passed by the Central Authority for withdrawal or modification of such advertisement. ( 7 ) While determining the penalty under this section, regard shall be had to the following, namely: — ( a ) the population and the area impacted or affected by such offence; ( b ) the frequency and duration of such offence; ( c ) the vulnerability of the class of persons likely to be adversely affected by such offence; and ( d ) the gross revenue from the sales effected by virtue of such offence. ( 8 ) The Central Authority shall give the person an opportunity of being heard before an order under this section is passed. 22. Search and seizure.— ( 1 ) For the purpose of conducting an investigation after preliminary inquiry under sub-section ( 1 ) of section 19, the Director-General or any other officer authorised by him in this behalf, or the District Collector, as the case may be, may, if he has any reason to believe that any person has violated any consumer rights or committed unfair trade practice or causes any false or misleading advertisement to be made, shall,-- ( a ) enter at any reasonable time into any such premises and search for any document or record or article or any other form of evidence and seize such document, record, article or such evidence; ( b ) make a note or an inventory of such record or article; or ( c ) require any person to produce any record, register or other document or article. ( 2 ) The provisions of the Code of Criminal Procedure, 1973 (2 of 1974), relating to search and seizure shall apply, as far as may be, for search and seizure under this Act. ( 3 ) Every document, record or article seized under clause ( a ) of sub-section ( 1 ) or produced under clause ( c ) of that sub-section shall be returned to the person, from whom they were seized or who
produced the same, within a period of twenty days of the date of such seizure or production, as the case may be, after copies thereof or extracts therefrom certified by that person, in such manner as may be prescribed, have been taken. ( 4 ) Where any article seized under sub-section ( 1 ) are subject to speedy or natural decay, the Director-General or such other officer may dispose of the article in such manner as may be prescribed. ( 5 ) In the case of articles other than the articles referred to in sub-section ( 4 ), provisions contained in clause ( c ) of sub-section ( 2 ) of section 38 shall mutatis mutandis apply in relation to analysis or tests. 23. Designation of any statutory authority or body to function as Central Authority.— The Central Government may, if it considers necessary, by notification, designate any statutory authority or body to exercise the powers and perform the functions of the Central Authority referred to in section 10. 24. Appeal .—A person aggrieved by any order passed by the Central Authority under sections 20 and 21 may file an appeal to the National Commission within a period of thirty days from the date of receipt of such order. 25. Grants by Central Government.— The Central Government may, after due appropriation made by Parliament by law in this behalf, make to the Central Authority grants of such sums of money as that Government may think fit for being utilised for the purposes of this Act. 26. Accounts and audit.— ( 1 ) The Central Authority shall maintain proper accounts and other relevant records and prepare an annual statement of accounts in such form and manner as may be prescribed in consultation with the Comptroller and Auditor-General of India. ( 2 ) The accounts of the Central Authority shall be audited by the Comptroller and Auditor-General of India at such intervals as may be specified by him and any expenditure incurred in connection with such audit shall be payable by the Central Authority to the Comptroller and Auditor-General of India. ( 3 ) The Comptroller and Auditor-General of India or any other person appointed by him in connection with the audit of the accounts of the Central Authority shall have the same rights, privileges and authority in connection with such audit as the Comptroller and Auditor-General of India generally has, in connection with the audit of the Government accounts and, in particular, shall have the right to demand the production of books, accounts, connected vouchers and other documents and papers and to inspect any of the offices of the Central Authority. ( 4 ) The accounts of the Central Authority as certified by the Comptroller and Auditor-General of India or any other person appointed by him in this behalf together with the audit report thereon shall be forwarded annually to the Central Government which shall cause the same to be laid before each House of Parliament. 27. Furnishing of annual reports, etc.— ( 1 ) The Central Authority shall prepare once in every year, in such form, manner and at such time as may be prescribed, an annual report giving full account of its activities during the previous year and such other reports and returns, as may be directed, and copies of such report and returns shall be forwarded to the Central Government. ( 2 ) A copy of the annual report received under sub-section ( 1 ) shall be laid, as soon as may be after it is received, before each House of Parliament. CHAPTER IV CONSUMER DISPUTER REDRESSAL COMMISSION 28. Establishment of District Consumer Disputes Redressal Commission.— ( 1 ) The State Government shall, by notification, establish a District Consumer Disputes Redressal Commission, to be known as the District Commission, in each district of the State: Provided that the State Government may, if it deems fit, establish more than one District Commission in a district. ( 2 ) Each District Commission shall consist of— ( a ) a President; and
( 3 ) The District Commission shall ordinarily function in the district headquarters and may perform its functions at such other place in the district, as the State Government may, in consultation with the State Commission, notify in the Official Gazette from time to time. 35. 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 Commission by— ( a ) the consumer,— ( i ) to whom such goods are sold or delivered or agreed to be sold or delivered or such service is provided or agreed to be provided; or ( ii ) who alleges unfair trade practice in respect of such goods or service; ( b ) any recognised consumer association, whether the consumer to whom such goods are sold or delivered or agreed to be sold or delivered or such service is provided or agreed to be provided, or who alleges unfair trade practice in respect of such goods or service, 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 Commission, on behalf of, or for the benefit of, all consumers so interested; or ( d ) the Central Government, the Central Authority or the State Government, as the case may be: Provided that the complaint under this sub-section may be filed electronically in such manner as may be prescribed. Explanation.— For the purposes of this sub-section, "recognised consumer association" means any voluntary consumer association registered under any law for the time being in force. ( 2 ) Every complaint filed under sub-section (1) shall be accompanied with such fee and payable in such manner, including electronic form, as may be prescribed. 36. Proceedings before District Commission.— ( 1 ) Every proceeding before the District Commission shall be conducted by the President of that Commission and atleast 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. ( 2 ) On receipt of a complaint made under section 35, the District Commission may, by order, admit the complaint for being proceeded with or reject the same: Provided that a complaint shall not be rejected under this 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 filed. ( 3 ) Where the District Commission does not decide the issue of admissibility of the complaint within the period so specified, it shall be deemed to have been admitted. 37. Reference to mediation.— ( 1 ) At the first hearing of the complaint after its admission, or at any later stage, if it appears to the District Commission that there exists elements of a settlement which may be acceptable to the parties, except in such cases as may be prescribed, it may direct the parties to give in writing, within five days, consent to have their dispute settled by mediation in accordance with the provisions of Chapter V. ( 2 ) Where the parties agree for settlement by mediation and give their consent in writing, the District Commission shall, within five days of receipt of such consent, refer the matter for mediation, and in such case, the provisions of Chapter V, relating to mediation, shall apply.
38. Procedure on admission of complaint.— ( 1 ) The District Commission shall, on admission of a complaint, or in respect of cases referred for mediation on failure of settlement by mediation, proceed with such complaint. ( 2 ) Where the complaint relates to any goods, the District Commission shall, — ( a ) refer a copy of the admitted complaint, within twenty-one days from the date of its admission 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 it; ( b ) if 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 Commission, proceed to settle the consumer dispute in the manner specified in clauses ( c ) to ( g ); ( c ) if the complaint alleges a defect in the goods which cannot be determined without proper analysis or test of the goods, obtain a sample of the goods from the complainant, seal it and authenticate it in the manner as may be prescribed and refer the sample so sealed to the appropriate laboratory along with a direction that such laboratory to 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 Commission within a period of forty-five days of the receipt of the reference or within such extended period as may be granted by it; ( d ) before any sample of the goods is referred to any appropriate laboratory under clause (c), require the complainant to deposit to the credit of the Commission 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 ) 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, it shall forward a copy of the report along with such remarks as it 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, require the opposite party or the complainant to submit in writing his objections with regard to the report made by the appropriate laboratory; ( g ) 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 39. ( 3 ) The District Commission shall, if the complaint admitted by it under sub-section ( 2 ) of section 36 relates to goods in respect of which the procedure specified in sub-section (2) 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 Commission; ( b ) if 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 Commission, it shall proceed to settle the consumer dispute— ( i ) on the basis of evidence brought to its notice by the complainant and the opposite party, if 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 Commission;
