Summary of this article
Upgraded CPA simplifies filing and resolution.
Service failures are legally challengeable now.
Consumers gain faster, stronger grievance redressal.
Many people in India tend to lose money in small and frustrating ways owing to the faults of service providers. Consumers often overlook several key aspects when experiencing a service-related issue, which can result in financial losses. Some of these include not escalating grievances beyond customer care, not documenting proof, and assuming small losses aren't worthy enough to escalate matters. Ignoring these aspects often leads to these not-so-major losses snowballing into a significant drain on one’s finances. The Consumer Protection Act (CPA) exists to prevent such losses.
The recent IndiGo airline incident has brought CPA back into public discourse. Scenes of escalating chaos have been unfolding nationwide, and many Indigo flights continue to stay grounded. Temper and anxious appeals are flooding social media, with passengers experiencing more than 1000 flight cancellations across major hubs like Delhi, Bengaluru, and Hyderabad since December 05, 2025. These delays are mainly attributed to changes made by the Directorate General of Civil Aviation (DGCA) in relation to the flying hours of the pilot. On the other and the airline has cited a "multitude of unforeseen operational challenges". Ultimately, many fliers have been left without a flight or a solution to their problems.
In this case, as per the CPA, there is a case of deficiency in service. The point that surfaces clearly is that customers have the right to demand accountability when a company fails to deliver what it promises. This aviation incident mirrors what many people in India face across banks, insurers, and digital platforms regularly.
Today, people can seek help and guidance far more easily under the Consumer Protection Act because the system has been upgraded to reduce effort, paperwork, and dependence on lawyers. The barriers and extensive work that used to scare people earlier are no longer present.
How Can People Use The CPA
Individuals experiencing grievances can file a complaint on the online portal through the National Consumer Helpline. The portal enables aggrieved consumers to seek redress under the CPA without making multiple visits to the court. As of 2025, court hearings can be held over video, which means the process is faster and convenient than physical hearings. Aggrieved consumers can follow these steps to register their grievances:
Head to the National Consumer Helpline (NCH) website via this link: consumerhelpline.gov.in
Click on the "Register" option to create a new user account or sign up using an existing account.
Type in the details that the website asks for, such as
After entering the details, the status of your account will be verified via an OTP, and your login credentials will be generated.
Use your credentials to log into the NCH portal
After logging in, add the details of your grievance (Sector/Category of the complaint, Name of the company/service provider, a description of the issue, and the relief you wish for refund or replacement)
Users can also add supporting documents such as bills and invoices, or any other proof of payment/purchase
Click on the submit button, and your grievance will be filed.
Once the grievance is filed, a docket number will be generated. The docket number can then be used for tracking the status of the complaint. Consumers who are not satisfied with the pre-litigation resolution can use the e-Daakhil portal (now part of the e-Jagriti platform) and send an e-Notice to the opposite party, which may be a seller of goods or a service provider.
Recent Changes To The CPA Process
The 2019 Act simplified the jurisdiction process as well. You can file cases as per your locality, not near the company headquarters. That alone changes one of the biggest challenges of the whole process.
Often, cases don't reach a point where a hearing takes place; most companies move fast to settle the matter once they receive the notice issued by a consumer court. Having a formal case in their name for a longer period of time can lead to penalties, compensation, and even tarnish their reputation by getting pulled up for such sensitive matters.
This is exactly where the CPA shows its real value and function for the welfare of people. The very act of filing a complaint against a company can lead to the issue being resolved quickly.
