Consumers, don't be 'like this only'

On the face of it, a ruling by the Consumer Disputes Redressal Commission (CDRC) in Ahmedabad that fined a tailor for not delivering an order on time and according to customer specifications sounds like a piffle. But this 'small' case study should be viewed seriously. It reflects a larger story that has gnawed away at the otherwise much-feted Indian services industry: consumer apathy in the face of subpar services.

The services sector, a cornerstone of India's economic growth, is paradoxically plagued by a culture of casual neglect toward consumer grievances. From erratic broadband connections and opaque billing in hospitals to airline grievances and cab hailing/delivery app malpractices, the average Indian consumer is expected to endure incompetence with stoic patience and treat it as 'par for the course'. CDRC, along with consumer protection laws, must be treated not as bureaucratic ornaments but as vital instruments of accountability.

CDRC is not a complaint box. It's a quasi-judicial body empowered to enforce consumer rights. Yet, its potential is squandered when citizens treat it as a last resort, and companies and businesses dismiss it as toothless. The truth is, every unresolved complaint is a missed opportunity to raise service standards. When grievances are formally registered and pursued, they create pressure points that force businesses to improve, and compete on quality - not just price. Consumer Protection Act of 2019 introduced e-filing, product liability and stricter penalties. But laws are only as strong as the public's will to invoke them. If consumers remain passive, and if businesses continue to view redressal as optional, the services sector - especially as India tries to plug into global supply chains - will remain afloat in mediocrity.