Examining the Perception of Defending Parties for the Settlement of Complaints with reference to Consumer Protection Act

Abstract

Like consumers, the defendants are one of the key stakeholders involved in the Consumer Grievances Redressal Machinery. These opposite/defending parties are in the business of offering consumers goods and services in exchange for money or other consideration. The purpose of the Consumer Protection Act 2019 (CPA) is to safeguard consumers' interests while also making sure that the defending parties are treated fairly. It is crucial that opposing parties are aware of the CPA's provisions in order to protect their own interest and that of their consumers. The Consumer Protection Act, 2019 brings greater accountability to defending parties in consumer disputes. It has expanded the scope of consumer rights, introduced new liabilities, and created regulatory mechanisms like the CCPA to enforce compliance. As a result, businesses must adopt better compliance measures, ensure the accuracy of their product information, improve customer service, and prepare for potentially higher legal risks when defending consumer complaints. A sample size of 100 defendants from Delhi NCR were examined for the defence parties' perspectives through convenience cum purposive sampling. The investigation clearly shows that the Redressal agency’s complex procedure was thought to be the primary cause for delayed resolution of cases. Given that many defendants reported delays in justice, the perception about Redressal agency duration of time it takes to get justice appears to be unfavourable. The overabundance of complaints with Redressal agencies appears to be another factor that contributes significantly to the delay in justice. The study concluded that the defendant’s incomplete knowledge led to a very different impression of the processes followed by the Redressal agency. The process may be straightforward, but majority of the defendants expressed dissatisfaction finding it either time taking or difficult.