One of the most notable changes brought by the 2019 Act is the recognition of e-commerce and digital transactions within the ambit of consumer law. While the 1986 legislation was designed for a marketplace dominated by physical shops and services, the newer law expressly covers online platforms, marketplaces, and direct selling models. Sellers and service providers in the digital space are now held accountable for unfair trade practices, misleading advertisements, and deficiency of service, ensuring that consumers in the digital age receive the same protections as those in traditional markets.

The institutional framework under the 2019 Act has also been expanded. While the 1986 law relied solely on a three-tier system of consumer forums at the District, State, and National levels, the new statute introduces the Central Consumer Protection Authority (CCPA). This authority has investigative and regulatory powers, including the ability to initiate inquiries, recall products, impose penalties, and act against misleading advertisements. This represents a shift from a purely redressal-based system to one that actively regulates the marketplace in the interest of consumers.

Another significant difference lies in the pecuniary jurisdiction of consumer forums. Under the 1986 Act, the monetary limits for approaching District, State, or National Commissions were considerably lower. The 2019 law revised these limits upward, aligning them with present-day economic realities and ensuring that consumer forums can handle a broader range of disputes. At the same time, the filing of complaints has been made more accessible. Consumers can now lodge complaints electronically and even at their place of residence, whereas earlier the territorial jurisdiction was more restrictive.

The newer legislation also introduces the concept of product liability, which was absent in the 1986 Act. Manufacturers, service providers, and sellers can now be held responsible for harm caused by defective products or deficient services. This widens accountability beyond the immediate seller and recognises the complex supply chains in modern commerce. The law also holds endorsers and celebrities liable for false or misleading advertisements, a measure not contemplated under the older law.

Dispute resolution has been made more consumer-friendly by incorporating mediation as an alternative mechanism. Under the 1986 Act, the only option available was adjudication through consumer forums. The 2019 Act provides for mediation cells attached to consumer commissions, encouraging amicable settlements and faster resolution of disputes, thereby reducing the burden on adjudicatory bodies.

In substance, while the Consumer Protection Act, 1986 laid the foundation for consumer rights in India, the 2019 Act adapts those principles to a new era of commerce and consumer relationships. It broadens the scope of who a consumer is, extends the law to new forms of trade, strengthens remedies, and creates proactive regulatory oversight. The shift is not just procedural but philosophical, recognising that consumer law must evolve with the market it seeks to regulate. For consumers, the newer framework means greater accessibility and stronger remedies, while for businesses it signifies a heightened responsibility to act with fairness, transparency, and accountability in every transaction.