India Consumer Rights Guide

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.

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🇮🇳 India Consumer Rights

Key Laws

When to Escalate

India Cases in the Game

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