International Journal of Drug Delivery Technology
Volume 16, Issue 8s, 2026

Consumer protection framework and its implementation in e-commerce transactions: A case study of Chennai city

Abdul Subhan D1, Dr. S. Vennila Fathima Rani2

1Research Scholar, Department of Commerce, Vels Institute of Science, Technology and Advanced Studies (VISTAS), Pallavaram, Chennai, Tamil Nadu, India-600117
Email: abdulsubhandml@gmail.com

2Professor and Research Supervisor, Department of Commerce, Vels Institute of Science, Technology and Advanced Studies (VISTAS), Pallavaram, Chennai, Tamil Nadu, India-600117
Email: vennilafathimarani@gmail.com

ABSTRACT

The emergence of e-commerce has revolutionized retailing in India by providing consumers with accessibility, convenience, and diversity of choice. However, the virtual nature of transactions also poses significant challenges related to consumer protection, such as data breaches, misleading advertisements, counterfeit products, and ineffective grievance redressal mechanisms. This study examines the effectiveness of the consumer protection framework and its implementation in e-commerce transactions in Chennai City. The research explores key dimensions consumer awareness, platform accountability, and grievance mechanisms and evaluates their impact on consumer trust and satisfaction. Data were collected from 200 e-commerce consumers using a structured questionnaire. Statistical analyses, including reliability testing, correlation, and regression, were performed. Findings indicate that a well-implemented protection framework, supported by strong grievance handling and transparency, significantly enhances consumer trust and satisfaction. The study concludes with recommendations for policymakers and online platforms to improve compliance with the Consumer Protection (E-Commerce) Rules, 2020, ensuring fairness and safety in digital transactions.

Keywords: Consumer Protection, E-Commerce, Grievance Redressal, Consumer Awareness, Trust, Accountability, Chennai City.

How to cite this article: Subhan AD, Rani SVF. Consumer protection framework and its implementation in e-commerce transactions: A case study of Chennai city. Int J Drug Deliv Technol. 2026;16(8s): 19-23; DOI: 10.25258/ijddt.16.8s.4

Source of support: None.

Conflict of interest: None