The Consumer Protection Division is mandated to implement the Consumer Protection Act, 2019, and the Rules/Regulations made under the Act. It is entrusted with framing policies related to the protection of consumers' interests, particularly concerning grievances arising from the post-sale of goods and services.

The Consumer Protection Act, 2019, provides for a three-tier quasi-judicial machinery at insert (the) District, State, and Central levels, commonly known as “Consumer Commissions”, to protect consumers'rights and provide simple and speedy redress for consumer disputes,including those related to unfair trade practices. The Consumer Commissions are empowered to provide specific relief and, where appropriate, award compensation to consumers.

The CP Act, 2019 also provides for establishment of the Central Consumer Protection Authority (CCPA); simplification of the adjudication process in the Consumer Commissions; filing of a complaint by a consumer in the Consumer Commission having jurisdiction over the complainant’s place of residence/work or where the cause of action arises, or the place of business or residence of the opposite parties; virtual hearing; deemed admissibility of complaints if admissibility is not decided within 21 days of filing; provision of product liability; penal provisions for manufacture/sale of adulterated products/spurious goods; provision for making rules for prevention of unfair trade practice in e-commerce and direct selling etc.

The National Consumer Helpline (NCH) (https://consumerhelpline.gov.in/public/) , operated by the Department of Consumer Affairs, provides a single point of access for grievance redressal at the pre-litigation stage to consumers across the country. It is available to all consumers nationwide, allowing them to register grievancesin 17 languages (Hindi, English, Kashmiri, Punjabi, Nepali, Gujarati, Marathi, Kannada, Telugu, Tamil, Malayalam, Maithili, Santhali, Bengali, Odia, Assamese, and Manipuri) through the toll-free number 1915. Grievances can be registered through the Integrated Grievance Redressal Mechanism (INGRAM), an omni-channel IT-enabled central portal, via WhatsApp, SMS, email, the NCH app, web portal, or Umang app, depending on their convenience.

 This Division is having administrative control over National Consumer Disputes Redressal Commission (NCDRC) i.e. apex body of consumer commissions.

The Division also operates two schemes namely Strengthening of Consumer Commissions (SCC) and CONFONET aimed at improving infrastructure of consumer commissions. Besides, this division is also a nodal division for e-Daakhil portal i.e. (https://edaakhil.nic.in/).