A recent evaluation of India’s consumer dispute redressal system has highlighted significant structural weaknesses, raising concerns about its ability to deliver timely and effective justice. The Consumer Justice Report 2026, released by the India Justice Report (IJR), points to persistent issues such as declining gender representation, large-scale vacancies, and underutilisation of alternative dispute resolution mechanisms.
One of the key concerns flagged in the report is the drop in women’s representation within Consumer Disputes Redressal Commissions. Despite a legal requirement under the Consumer Protection Act, 2019, mandating at least one woman member in district and state commissions, compliance has remained inconsistent. The share of women in state commissions has declined from 35 percent in 2021 to 29 percent in 2025, with an even sharper dip to 23.2 percent in 2024. Only a few states, including Delhi and Sikkim, reported having women as presidents of state commissions, highlighting gaps in both representation and leadership diversity.
The report also underscores the severe impact of staffing shortages on the system’s functioning. As of 2025, only a handful of state commissions were fully staffed, while nearly 40 percent of member positions across state and district levels remained vacant. Many commissions are operating without a president, a role crucial for administrative oversight and performance monitoring. At the district level, the situation is particularly strained, with some states reporting extremely low staffing levels, raising fears that certain commissions could become ineffective or defunct due to prolonged vacancies.
In terms of case trends, the report observes a shift in disputes being filed. Housing and builder-related complaints now account for a significant portion of cases at the national level. Additionally, there has been a noticeable increase in insurance and medical-related grievances following the pandemic, with such cases forming a growing share of filings between 2021 and 2024. This shift indicates changing consumer concerns but also adds pressure on an already burdened system.
Another critical issue highlighted is the limited use of alternative dispute resolution methods such as mediation and Lok Adalats. Although these mechanisms are designed to provide quicker and more cost-effective resolutions, their adoption has been minimal. Very few mediators have been empanelled across states, and an extremely small number of cases have been referred for mediation. Similarly, referrals to Lok Adalats have declined sharply in recent years, suggesting that these tools are not being effectively integrated into the dispute resolution framework.
The report also notes uneven performance across states, with some showing better outcomes in areas like budget utilisation and case disposal, while others lag in leadership appointments, transparency, and efficiency. Urban centres, particularly major cities, are experiencing higher case volumes, leading to increased pressure on commissions and, in some cases, growing backlogs despite improvements in disposal rates elsewhere.
Overall, while India’s consumer protection system has expanded in scope and reach, the findings indicate that it continues to struggle with key challenges related to inclusivity, efficiency, and accountability. The report stresses the need for urgent reforms to address these gaps and strengthen the system to ensure faster and more equitable access to justice for consumers.
