Centre Readies Roll Out Of Digital Services Across All Consumer Courts Soon

In an effort that will pave the way for more efficient and faster resolution of consumer cases across India, the National Consumer Disputes Redressal Commission (NCDRC) is planning to move the dispute redressal mechanism online both at the national and state levels by the end of March.

The transition to e-court is expected to benefit consumers, activists, non governmental organisations, members of consumer courts, bar councils and advocates, Mint reported, citing sources familiar with the development.

The country’s consumer protection body, central consumer protection authority (CCPA), which reports to the consumer affairs ministry, is firming up to roll out e-court services in 35 state consumer dispute redressal commissions (SCDRCs) and 10 benches of the national consumer disputes redressal commission (NCDRC). 

The report further said that the government is also planning to launch the e-court service at the district-level consumer forums by the end of the year. 

Currently, the e-court mechanism for complaint redressal is operational only in one bench of NCDRC in New Delhi.

The digitisation of consumer courts kicked off with the launch of CONFONET project on the backdrop of The Consumer Protection Act, 1986 and The Consumer Protection Act, 2019. 

Under the provision of the Act, quasi-judicial machinery – consumer dispute redressal commissions at the district level known as (DCDRC), consumer dispute redressal commissions at the state level known as (SCDRC) and consumer dispute redressal commissions at the national level known as (NCDRC) – were established. 

The NCDRC deals with cases exceeding INR 2 Cr (in compensation), SCDRC deals with cases between INR 50 Lakh and INR 2 Cr and the DCDRC has jurisdiction over cases that entail up to INR 50 Lakh.

Sources told Inc42 that currently, the consumer court has a backlog of around 4 Lakh cases awaiting redressal. However, the expansion of digital court is expected to amplify accessibility, speed up the legal process and provide a more efficient means of dispensing justice across consumer-related matters. Further, it would help in reducing costs and pave way for further convenience to both consumers and the legal system.

Harmeet Grover, advocate and founder at New Delhi-based law firm Aayati Legal, said, “Ensuring secure and fair proceedings, along with addressing potential challenges, will be crucial for the successful implementation of digital courts in handling consumer disputes. However, consumers may also face challenges while navigating online platforms, potentially leading to unequal access to justice based on digital literacy levels. Inadequate infrastructure or technological disparities may hinder consumers’ ability to participate effectively in digital court proceedings. But this is a step in the right direction.”

The parliament passed the Consumer Protection Bill, 2019 on August 6, 2019, setting up the regulatory body CCPA to promote, protect and enforce the rights of consumers. 

NCDRC is a statutory body established under the provisions of the Consumer Protection Act, 2019  under the administrative control of the department of consumer affairs in the Ministry of Consumer Affairs, Food and Public Distribution