The Indian government is set to amend the Consumer Protection Act, 2019, to expedite justice by incorporating technologies like Artificial Intelligence (AI) and machine learning into the consumer redressal framework. Following a recent brainstorming session, officials aim to enhance post-litigation proceedings within the three-tier consumer court system, easing hearings from local to national levels. Union consumer affairs secretary Nidhi Khare highlighted the intention to deliver speedy, hassle-free, and cost-effective justice. Justice Amreshwar Pratap Sahi proposed regular performance audits to assess procedural compliance and the law’s effectiveness. With nearly 600,000 consumer cases pending, the government’s move comes as more consumers use a helpline (1915) and digital platforms, like WhatsApp, for complaints. Notably, complaints in sectors such as e-commerce and travel are on the rise, with e-commerce sales projected to reach $125 billion in 2024. The initiative aims to leverage technology to improve consumer experiences and streamline dispute resolution.
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