Section 2 of CPA : Section 2: Definitions

Explanation using Example

Imagine you recently purchased a new smartphone from an online store. After a week, you notice the battery drains unusually fast and the phone often overheats. Concerned, you contact the customer service of the online store to report the issue. They direct you to the manufacturer's service center, but even after inspection and repair, the problem persists. Feeling frustrated, you decide to file a complaint under the Consumer Protection Act, 2019.

In this scenario:

• The "advertisement" refers to the online banners and promotional emails you received from the store highlighting the smartphone features.
• The "appropriate laboratory" would be the place where the smartphone could be sent for detailed testing to confirm the battery defect.
• The online store's customer service, which directed you to the manufacturer, acts as a "branch office" facilitating the resolution of your issue.
• You, as the person facing the issue with the smartphone, are the "complainant" as you are seeking relief for the defective product.
• The "complaint" would be your written allegation that the smartphone suffers from a defect, namely the battery issue and overheating, and you are seeking a remedy like a replacement or refund.
• You are considered a "consumer" because you bought the smartphone for personal use, not for resale or commercial purposes.
• A "consumer dispute" arises when the online store or the manufacturer denies the existence of the battery defect or refuses to provide the appropriate remedy.