🇮🇳 India Consumer Rights
Key laws, your protections, and how to use them when an AI system says no.
Key Laws
- Consumer Protection Act 2019 — replaced the 1986 Act. Covers e-commerce platforms, product liability, and unfair trade practices. Platforms can be held liable for listing counterfeit goods if they fail to act on complaints. CPA 2019
- RBI Digital Lending Guidelines 2022 — all digital lending apps (not just banks) must comply. Explicitly bans lenders from accessing borrower contacts, calling family or friends for recovery, and threatening employers. Consent at app installation cannot authorise harassment. RBI DLG 2022
- TRAI Value Added Services Rules — telecom operators cannot activate VAS without explicit double-confirmation from the customer. Burden of proving valid consent lies with the telecom provider, not you. TRAI
- IT Rules 2021 — significant social media intermediaries must acknowledge grievances within 24 hours and resolve them within 15 days. A ban with no specific violation cited is arbitrary. IT Rules 2021
- IPC Section 503 — threatening to notify an employer or send messages to family to pressure payment constitutes criminal intimidation and is prosecutable. IPC 503
- UPI Zero Liability — if you reported an unauthorised UPI transaction promptly and were not negligent, RBI's limited liability framework applies. Approving an OTP is not the same as authorising a fraudulent transaction. RBI Circular
When to Escalate
- RBI Ombudsman — for disputes with banks, payment apps, or digital lending apps. File at cms.rbi.org.in.
- National Consumer Helpline — call 1800-11-4000 or file at consumerhelpline.gov.in.
- Consumer Commission — district, state, or national level depending on the claim amount (up to ₹1 crore at district level).
- TRAI Complaint — for telecom billing disputes. File at pgportal.gov.in or via the TRAI CPMS portal.
- MeitY / Grievance Appellate Committee — if a platform's Grievance Officer does not respond within the statutory period under IT Rules 2021.
India Cases in the Game
DENIED PayFast UPI — Unauthorised Transaction
₹12,000 UPI transaction you didn't authorise. The bank blames you for "sharing" your OTP. Cite RBI zero-liability rules.
DENIED MegaKart — Counterfeit Product
Fake Nike shoes delivered. Seller account deleted. MegaKart claims it is just an intermediary. Challenge platform liability under CPA 2019.
DENIED ChatLoop — Wrongful Account Ban
Permanent ban with no specific violation cited. Grievance submitted 18 days ago — no response. IT Rules 2021 required resolution in 15 days.
DENIED QuickCash App — Loan Recovery Harassment
Missed one payment. App is calling your family and threatening your employer. RBI Digital Lending Guidelines 2022 explicitly prohibit this.
DENIED AirWave Telecom — Unauthorised VAS Charges
₹299/month for three services you never activated. TRAI requires explicit double-confirmation — the burden of proof is theirs, not yours.
DENIED RideNow — Algorithmic Penalty
Earnings slashed by 40% after a "quality review." No specific complaints cited. No appeal mechanism offered. Challenge the opaque algorithm.
DENIED SkyRoute Airlines — Flight Cancelled, Voucher Only
Delhi–Mumbai flight cancelled. Airline refuses cash refund citing promotional fare. DGCA passenger rights and CPA 2019 apply.
DENIED CareShield Insurance — Cashless Denied
Surgery recommended by your doctor denied as "not medically necessary." IRDAI fair claim settlement and Insurance Ombudsman apply.
Practice Cases
PayFast UPI — Fraud Refund DeniedPractice disputing "OTP authenticated" with RBI liability rules.
QuickCash — Loan Recovery HarassmentPractice citing RBI Digital Lending Guidelines against third-party contact.
SkyRoute — Flight Cancelled, Voucher OnlyPractice DGCA refund arguments against voucher-only offers.
CareShield — Cashless Claim DeniedPractice IRDAI fair settlement against pre-auth denial.
All India Cases →Index of indexable dispute scenarios with play links.
Related Guides
UPI Fraud Refund: RBI Liability RulesOTP authentication is not consent under deception — how to get your bank to reverse a fraudulent UPI debit.
Fake Product on a Marketplace: Platform LiabilityCounterfeit goods and when the marketplace cannot hide behind intermediary status.
Account Banned: IT Rules 2021 Grievance Timeline15-day statutory deadline for grievance resolution — and what to do when it passes.
Loan App Harassment: What the RBI Says and What You Can DoRBI Digital Lending Guidelines 2022 — stopping contact with your family and employer.
लोन ऐप परेशानी — RBI नियम (हिंदी)Hindi guide to RBI Digital Lending Guidelines and stopping recovery harassment.
India Flight Cancelled — Refund Denied?DGCA rights and cash refund when the airline cancels.
Health Insurance Claim Denied — IRDAI RightsCashless pre-auth denial and Insurance Ombudsman escalation.
How to Dispute a Denied RefundWhich laws apply under Indian Consumer Protection Act 2019 and how to push back.
Practice these disputes in Fix AI — a free browser game where you argue consumer rights against AI bots using real Indian law. The bot starts hostile. Use the right argument and it backs down.
Play Free — India Cases →