Factors influencing the Consumer Awareness Level in Present Era

Monisha (), Pooja Sharma () and Jatinder Kaur ()
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Monisha: Tecnia Institute of Advanced Studies
Pooja Sharma: Tecnia Institute of Advanced Studies
Jatinder Kaur: Rukmini Devi Institute of Advanced Studies

A chapter in Proceedings of the 2nd International Conference on Emerging Technologies and Sustainable Business Practices-2024 (ICETSBP 2024), 2024, pp 124-139 from Springer

Abstract: Abstract The rapid digitalization of commerce has heightened consumer expectations for accessibility, options, and service quality while presenting new challenges for consumer protection. In response, the Indian government introduced the historic Consumer Protection Act of 2019, replacing the 1986 Act. The new legislation aims to facilitate swift and effective resolution of consumer complaints in the digital age, introducing online complaint submission and arbitration. It establishes regulatory bodies such as the Central Consumer Protection Authority (CCPA) to safeguard consumer rights and introduces provisions for product liability and criminal sanctions. This paper compares the key provisions of the two Acts and assesses consumer awareness and understanding of their rights and responsibilities under the new legislation. The study focuses on Delhi-NCR to evaluate consumer awareness levels and the effectiveness of consumer protection measures. Through a review of literature and analysis of primary data collected via structured questionnaires, the paper provides insights into the evolution of consumer protection laws, challenges in implementation, and recommendations for enhancing consumer rights awareness and redressal mechanisms.

Keywords: Consumers Awareness Level; Consumer Protection; Consumer Disputes (search for similar items in EconPapers)
Date: 2024
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DOI: 10.2991/978-94-6463-544-7_9

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