Section 74 of CPA : Section 74: Establishment Of Consumer Mediation Cell

Explanation using Example

Imagine that Sarah purchased a new refrigerator from a local appliance store. After a few weeks, the refrigerator stopped working, and despite multiple repair attempts, the issue wasn't resolved. Sarah filed a complaint with her State's District Consumer Commission, seeking a replacement or refund.

The District Commission, realizing that the case could potentially be resolved through mediation, referred Sarah to the consumer mediation cell attached to the Commission. The cell, established under Section 74 of the Consumer Protection Act, 2019, consisted of trained mediators.

The mediation cell reviewed Sarah's case, which was one among many listed in their records. They conducted a mediation session between Sarah and the appliance store. During the session, the mediator facilitated a discussion that resulted in an agreement for the store to replace the refrigerator at no additional cost to Sarah.

The outcome of the mediation was recorded by the consumer mediation cell, and a quarterly report including Sarah's case was submitted to the District Commission, showcasing the effectiveness of mediation in resolving consumer disputes.