Thousands wait longer for justice as Mumbai consumer courts face severe staff gaps

Experts warn that vacancies, low case clearance, and poor fund utilisation undermine confidence in the consumer justice system. Representation Pic/iStock

Thousands of Mumbaikars are waiting longer than ever for justice as staff shortages cripple consumer courts, despite presidents being in place between 2021 and 2025, according to the latest Consumer Justice Report, released on Wednesday (March 18).

Not a single year saw full member strength across the four Mumbai District Consumer Disputes Redressal Commissions (DCDRCs). By 2025, three operated with just one member, while Mumbai Suburban Additional had both seats vacant for three straight years (2023-2025).

Maharashtra ranked 11th among 19 states, while Andhra Pradesh topped and Telangana ranked last, highlighting widening gaps in consumer justice delivery.

‘STRONG SYSTEM NEEDED'

Valay Singh, project lead, India Justice Report.

‘Mumbai, India's financial capital, which has some of the highest household consumption levels, deserves a stronger consumer redressal system. Yet, its four district commissions cleared only 36 per cent of 4388 cases (2022-2025). No year saw all posts filled, and staff shortages persist. With cases pending beyond three years despite a six-month mandate, the system is failing to keep pace with the city's growing consumer demand'

RTI revelations

The Mumbai Suburban DCDRC has gaps in representation, case clearance, and fund utilisation, according to RTI data.

Representation: Between 2021 and 2025, the commission never appointed a woman member, reporting a woman representative only in 2023 when the president was female.

Caseload: From 2022-2025, the four Mumbai DCDRCs cleared just 36 per cent of 4388 cases; Mumbai Suburban performed worst at 19.5 per cent, clearing only five per cent of 575 cases in 2024. Central Mumbai and Mumbai Suburban together handled over 60 per cent of filings.

Budget: Mumbai Suburban received R13.3 crore (47 per cent of total R28.6 crore) but utilised only 41 per cent, dropping to 26 per cent in 2024-25. Other commissions fully utilised funds in 2023-24.

Impact: Experts warn that vacancies, low case clearance, and poor fund utilisation undermine consumer confidence in Mumbai's grievance redressal system.

Empty desks, growing pressure

The shortage extends beyond decision-makers. Courtrooms are being supported by incomplete teams, stretching already limited resources.

- On average, one in three staff positions remained unfilled

- No commission achieved full staffing in five years

- In South Mumbai, vacancies actually increased over time

- Two suburban commissions operated without any data management staff at all

In a digital age where case tracking and efficiency depend on data systems, this absence raises serious concerns.

Why this matters?

- Mumbai is not just India's financial capital but also one of its busiest consumer markets

- Disputes from real estate to online shopping are growing in volume and complexity

- With rising consumer spending across Maharashtra, especially beyond metros, the burden on courts is set to increase

Woman power

- Mumbai's consumer courts largely complied with gender representation norms.

- In 2023, all four commissions had women presidents.

- Women held most member positions, marking a rare snapshot of inclusivity.

- Consistency not sustained across all years, highlighting ongoing gaps.

A national problem

Across 51 consumer commissions in India:

- Over 60,000 cases were filed between 2022 and 2024

- While 82 per cent were disposed of, many lingered for years

- Some cities have never even appointed a president

- Only one commission in the country reported zero vacancies

Expert view

Legal experts warn that vacancies are not just administrative lapses; they directly impact justice delivery. Fewer members mean slower hearings, longer waits, and growing frustration among citizens. "For a city that never stops, even a small delay can feel like a lifetime. Until vacant chairs are filled and systems strengthened, Mumbai's promise of quick consumer justice risks remaining just that, a promise," said Valay Singh.

Mumbai District Commissions' Staff (2021-2025)

Staff actual

Staff vacancy

Note: Women staff, as reported, in brackets.

Source: RTI responses received between April to June, 2025