Section 14 – THE CONSUMER PROTECTION ACT, 2019

—(1) If, after the proceeding conducted under section 13, the
District Forum is satisfied that the goods complained against suffer from any of the defects specified in
the complaint or that any of the allegations contained in the complaint about the services are proved, it
shall issue an order to the opposite party directing him to 3
[do] one or more of the following things,
namely:—
(a) to remove the defect pointed out by the appropriate laboratory from the goods in question;
(b) to replace the goods with new goods of similar description which shall be free from any
defect;
(c) to return to the complainant the price, or, as the case may be, the charges paid by the
complainant;
(d) to pay such amount as may be awarded by it as compensation to the consumer for any loss or
injury suffered by the consumer due to the negligence of the opposite party:
4
[Provided that the District Forum shall have the power to grant punitive damages in such
circumstances as it deems fit;]
5
[(e) to 6
[remove the defects in goods] or deficiencies in the services in question;

1. Ins. by Act 50 of 1993, s. 11 (w.e.f. 18-6-1993).
2. Ins. by Act 62 of 2002, s. 9 (w.e.f. 15-3-2003).
3. Subs. by Act 50 of 1993, s. 12, for “take” (w.e.f. 18-6-1993).
4. Ins. by Act 62 of 2002, s. 10 (w.e.f. 15-3-2003).
5. Ins. by Act 50 of 1993, s. 12 (w.e.f. 18-6-1993).
6. Subs. by Act 62 of 2002, s. 10, for “remove the defects” (w.e.f. 15-3-2003).
15
(f) to discontinue the unfair trade practice or the restrictive trade practice or not to repeat them;
(g) not to offer the hazardous goods for sale;
(h) to withdraw the hazardous goods from being offered for sale;
1
[(ha) to cease manufacture of hazardous goods and to desist from offering services which are
hazardous in nature;
(hb) to pay such sum as may be determined by it, if it is of the opinion that loss or injury has been
suffered by a large number of consumers who are not identifiable conveniently:
Provided that the minimum amount of sum so payable shall not be less than five per cent. of the
value of such defective goods sold or services provided, as the case may be, to such consumers:
Provided further that the amount so obtained shall be credited in favour of such person and
utilized in such manner as may be prescribed;
(hc) to issue corrective advertisement to neutralize the effect of misleading advertisement at the
cost of the opposite party responsible for issuing such misleading advertisement;]
(i) to provide for adequate costs to parties.]
2
[(2) Every proceeding referred to in sub-section (1) shall be conducted by the President of the
District Forum and at least one member thereof sitting together:
3
[Provided that where a member, for any reason, is unable to conduct a proceeding till it is completed,
the President and the other member shall continue the proceeding from the stage at which it was last heard
by the previous member.]
(2A) Every order made by the District Forum under sub-section (1) shall be signed by its President
and the member or members who conducted the proceeding:
Provided that where the proceeding is conducted by the President and one member and they differ on
any point or points, they shall state the point or points on which they differ and refer the same to the other
member for hearing on such point or points and the opinion of the majority shall be the order of the
District Forum.]
(3) Subject to the foregoing provisions, the procedure relating to the conduct of the meetings of the
District Forum, its sittings and other matters shall be such as may be prescribed by the State Government