India Justice Report Flags Consumer Complaint Delays and Vacancies, Justice Sanjay Kishan Kaul Raises Concern

Justice Sanjay Kishan Kaul, former Judge of the Supreme Court of India, said staffing and infrastructure gaps are affecting timely redressal, while Maja Daruwala, Editor of India Justice Report, pointed to persistent pendency and limited institutional capacity across state consumer commissions.

Gaps in staffing and infrastructure continue to affect how consumer complaints are handled across India, raising concerns about timely access to grievance redressal.
The India Justice Report has highlighted that more than half of the president and member positions in State Consumer Disputes Redressal Commissions remained vacant in 2025. The study also found that over one third of cases in state commissions had been pending for more than three years.

The report assesses the functioning of consumer commissions under the Consumer Protection Act, 2019, using data sourced through Right to Information responses and parliamentary records. It evaluates states across indicators including budgets, infrastructure, human resources, workload and gender diversity.
Justice Sanjay Kishan Kaul, former Judge of the Supreme Court of India, said, “If legislation is made non functional, the intent behind it is defeated. Gaps in appointments and infrastructure continue to affect access to effective consumer redressal.”

Maja Daruwala, Editor of India Justice Report, said, “Even a progressive law depends on strong institutional systems. Data shows gaps in leadership positions, continued pendency and limited use of mediation, which affect the effectiveness of grievance redressal.”
The findings show that only seven states have created additional benches despite statutory provisions aimed at improving access. Across the country, 685 commissions were operating for 775 districts in 2025.

Sector wise data indicates that insurance, housing and banking account for a significant share of complaints. At the national level, housing disputes form a large portion of filings.
State rankings highlight disparities in performance. Andhra Pradesh ranked first among large and mid sized states, while Meghalaya led among smaller states. However, variations remain in staffing, infrastructure and case clearance across regions.

The report also notes concerns around gender representation. While most commissions meet minimum requirements, only a limited number have women serving as president.
Budget allocations have increased in recent years, but vacancy levels and operational gaps continue to affect the overall efficiency of consumer dispute resolution systems.

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