Legal Protection for Consumers in E-Commerce Transactions: A Study under the Consumer Protection Act, 2019

Author :

Dr.S.Tamilmani

Associate Professor

Department of Corporate Secretaryship,

PSG College of Arts & Science

Coimbatore-641014.

e-mail:tamilmani@psgcas.ac.in

Co-Author

Dr.S.Archana

Assistant Professor

Department of Corporate Secretaryship,

PSG College of Arts & Science

Coimbatore-641014.

e-mail:drsarchana@psgcas.ac.in

Abstract

The rapid growth of e-commerce has transformed the traditional marketplace by enabling consumers to purchase goods and services through digital platforms. While this transformation offers convenience, wider product choices, and competitive pricing, it also exposes consumers to several risks such as misleading advertisements, counterfeit products, data privacy issues, unfair trade practices, and difficulties in grievance redressal. Recognizing these emerging challenges, the Government of India enacted the Consumer Protection Act, 2019, which introduced significant reforms to strengthen consumer rights in the digital marketplace. This study examines the legal framework governing consumer protection in e-commerce transactions under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. The research adopts a doctrinal and analytical approach by reviewing statutory provisions, policy guidelines, and relevant judicial interpretations. The paper analyses the responsibilities and liabilities of e-commerce entities, including marketplace and inventory-based platforms, as well as the role of the Central Consumer Protection Authority (CCPA) in addressing unfair trade practices and misleading advertisements in online commerce. Further, the study highlights the mechanisms available for consumer grievance redressal through online complaint systems and consumer commissions. The findings indicate that although the Act provides a comprehensive legal framework for safeguarding consumer interests in digital transactions, challenges remain in terms of enforcement, consumer awareness, and regulatory compliance by e-commerce platforms. The study concludes by emphasizing the need for stronger regulatory oversight, enhanced consumer education, and effective implementation of legal provisions to ensure a fair and transparent digital marketplace.

Keywords

Consumer Protection Act, 2019; E-Commerce; Consumer Rights; Online Transactions; Consumer Protection (E-Commerce) Rules, 2020; Central Consumer Protection Authority (CCPA); Digital Marketplace; Consumer Grievance Redressal.