Department of Consumer Affairs, GoI, Hosts Regional Workshop in Chennai

The Department of Consumer Affairs, Government of India, held a significant Regional Workshop on “Consumer Protection in the Southern States/UTs” on June 13, 2025, in Chennai. This event aimed to enhance consumer grievance redressal mechanisms and improve institutional efficiency across the region. Keynote speaker Smt. Nidhi Khare, Secretary of the Department, highlighted the need for modernized legal frameworks and digital tools to address consumer issues effectively, while also praising the Southern States for their commendable performance in handling consumer complaints.

Keynote Address Highlights

In her keynote address, Smt. Nidhi Khare emphasized the importance of adapting to the digital landscape to protect consumer rights. She introduced several initiatives, including the Right to Repair Portal and e-Jagriti, which aim to streamline the grievance redressal process. The National Consumer Helpline, which received over 5.41 lakh complaints in 2025, demonstrated strong engagement from the Southern States, accounting for 23% of the total complaints. Khare noted that only 5.62 lakh of the 28.54 lakh cases filed nationally are pending, with the Southern States contributing to just 13.34% of these pending cases. She praised Karnataka and Kerala for their exceptional case disposal rates, with some District Commissions achieving over 100% disposal rates for three consecutive years. The introduction of e-Jagriti, an AI-driven platform, aims to enhance access to consumer services, offering features like multilingual support and chatbot-based registration.

Judicial Perspectives on Consumer Protection

Justice Amreshwar Pratap Sahi, President of the National Consumer Disputes Redressal Commission (NCDRC), addressed the evolving landscape of the Consumer Protection Act. He noted a significant shift from traditional litigation to consumer commissions, urging District Consumer Commissions to adopt a more technology-driven approach. Justice Sahi stressed the necessity of building digital infrastructure to improve efficiency and accessibility in resolving consumer disputes. He also highlighted the importance of timely coordination with administrative bodies to ensure effective enforcement of Commission orders, particularly in complex cases such as medical negligence or automobile disputes. His insights aimed to foster a more proactive and responsive consumer protection framework.

Thematic Sessions and Collaborative Efforts

The workshop featured four thematic technical sessions and two parallel sessions, focusing on various aspects of consumer grievance redressal. Topics included digital innovations through e-Jagriti, grievance mechanisms in real estate and insurance, and addressing medical negligence. These sessions saw active participation from judicial leaders, state officials, and legal experts, fostering a collaborative environment for discussing consumer protection strategies. Parallel sessions emphasized aligning Legal Metrology enforcement with the Jan Vishwas Act, 2023, and the role of the National Test House in ensuring product quality and safety. The discussions aimed to reinforce accountability within industries while enhancing consumer protection in the Southern region.

Commitment to Strengthening Consumer Protection

The workshop concluded with a commitment from participating states and stakeholders to collaborate on strengthening consumer protection mechanisms. The Department of Consumer Affairs plans to continue its efforts in monitoring consumer cases and organizing regional workshops to address the backlog of cases. Shri Bharat Khera, Additional Secretary of the Department, reflected on India’s historical commitment to ethical trade and the transformative impact of the Consumer Protection Act, 2019. Shri Thiru Satyabrata Sahoo, Principal Secretary of the Tamil Nadu Government, emphasized the need for capacity building and training to enhance consumer protection institutions. The event was attended by officials from various Southern States/UTs, including Karnataka, Kerala, Tamil Nadu, Andhra Pradesh, Telangana, Lakshadweep, Puducherry, and Andaman & Nicobar Islands, showcasing a unified approach to consumer rights advocacy.

Observer Voice is the one stop site for National, International news, Sports, Editor’s Choice, Art/culture contents, Quotes and much more. We also cover historical contents. Historical contents includes World History, Indian History, and what happened today. The website also covers Entertainment across the India and World.

Follow Us on Twitter, Instagram, Facebook, & LinkedIn