As tech evolves, so must our regulatory frameworks

The Union government enacted an amended Consumer Protection Act in 2019 to deal with newer challenges in a digitised, technologically evolving marketplace where traditional consumer safeguards no longer apply.

- By Zia Haq

In an interview with Zia Haq, on the occasion of National Consumers' Day, Union food and consumer affairs minister Pralhad Joshi answers key questions on consumer rights.

Edited excerpts:

As technology is rapidly evolving in age of AI, will protection of consumer rights need much more agility from regulators?

Indeed, the rapid pace of technological advancements presents both opportunities and challenges in protecting consumer rights. As technology evolves, so too must our regulatory frameworks. We recognise this, and are committed to adopting a forward-looking, adaptable approach. For instance, the theme of the National Consumers' Day 2024 is "virtual hearings and digital access to consumer justice".

We are increasingly focusing on the digital landscape, addressing emerging issues like e-commerce, data privacy and online advertising.

We have introduced a single integrated platform e-Jagriti for e-filing of consumer complaints, monitoring and tracking of case status and attending hearing from the comforts of consumers' homes through video conferencing. The portal is AI driven. Through these measures, on the National Consumer Helpline, we have achieved 100% disposal rate for e-commerce grievances in 2021, 2022, and 2023.

Does regulatory jurisdictions need more fine-tuning in the interests of consumers? For instance, when it comes to consumer complaints, airlines often take the plea that they come under the directorate general of civil aviation?