Consumer Grievance Redressal in E-Commerce: An Analytical Study of the Consumer Protection Act, 2019

Abstract

Consumer grievance redressal is an essential mechanism for ensuring fairness, transparency and accountability in the marketplace. With the rapid growth of e-commerce, the significance of consumer protection has increased substantially. The Consumer Protection Act (CPA) 2019 in India has introduced comprehensive provisions to safeguard consumers’ rights, particularly in the online environment. This paper critically examines the grievance redressal mechanism under the CPA 2019 with a special focus on e-commerce. It discusses the legal framework, analyzes key challenges such as cross-border disputes and data privacy and evaluates the Act’s strengths and limitations. A literature review highlights global perspectives, consumer behavior trends and technological challenges in the e-commerce sector. The study concludes that while the CPA 2019 has revolutionized consumer protection in India, it needs to be further strengthened to address emerging digital challenges. Recommendations are provided for policymakers, e-commerce platforms and consumer rights advocates to improve the redressal framework and align it with international best practices.