India launches AI-driven consumer protection initiatives

These efforts aim to build trust and reliability in consumer interactions, ensuring that rights are protected, and grievances are swiftly addressed in today’s digital age.

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The Indian government has launched several initiatives to strengthen consumer protection, focusing on leveraging technology and enhancing online safety. Key developments include the introduction of the AI-enabled National Consumer Helpline, the e-Maap Portal, and the Jago Grahak Jago mobile application, all designed to expedite the resolution of consumer complaints and empower citizens to make informed choices.

The government of India also highlighted the significant progress made through the three-tier consumer court system, resolving thousands of disputes this year. In the realm of e-commerce, major platforms like Reliance Retail, Tata Sons, and Zomato pledged to enhance online shopping security, reflecting the government’s commitment to ensuring consumer confidence in the digital marketplace.

The e-Daakhil Portal has been expanded nationwide, achieving 100% adoption in states like Karnataka, Punjab, and Rajasthan, making it easier for consumers to file complaints online. The Consumer Protection Authority (CCPA) is also drafting new guidelines to regulate surrogate advertising and has already taken action against 13 companies for non-compliance with existing rules.

The importance of these initiatives was underscored at the National Consumer Day event, where key officials, including Minister of State for Consumer Affairs B L Verma and TRAI Chairman Anil Kumar Lahoti, were present. The event highlighted the government’s ongoing efforts to foster a safer and more transparent consumer environment, especially in the rapidly evolving digital landscape.