Consumer Rights Law Bangladesh: How to File a Complaint

Consumer protection in Bangladesh is primarily governed by the Consumer Rights Protection Act 2009 (CRPA) and its accompanying rules. The Act establishes a comprehensive framework for protecting buyers of goods and services from unfair practices, substandard products, false advertising, and price gouging.

The Act was a landmark development in Bangladeshi law, creating dedicated enforcement machinery and criminal penalties for traders, manufacturers, and service providers who exploit consumers. A lawyer experienced in commercial law in Dhaka can advise whether your situation falls under the Act.

Under the CRPA 2009, a "consumer" is any person who:

• Purchases goods or services for personal use (not for resale or commercial use)
• Uses goods or services purchased by another person with that person's permission
• Avails any service in exchange for payment

The Act protects both individual buyers and households. Businesses purchasing for resale are generally not considered consumers under the Act and must rely on commercial contract law for disputes with their suppliers.

The CRPA 2009 defines a wide range of prohibited acts, including:

• Adulteration: Mixing impure or harmful substances in food or other products
• False weight or measure: Selling goods with inaccurate weights or measurements
• Misleading advertising: Use of false, deceptive, or exaggerated claims about a product's quality, price, or benefit
• Overpricing above MRP: Charging above the maximum retail price printed on packaged goods
• Selling expired goods: Offering for sale products past their expiry date
• Defective services: Providing a service of a quality lower than what was promised or reasonably expected
• Withholding receipts: Refusing to issue a receipt or voucher to a consumer on request

Each of these violations carries specific penalties under the Act.

The Directorate of National Consumer Rights Protection (DNCRP) — under the Ministry of Commerce — is the primary regulatory and enforcement authority. The DNCRP:

• Conducts market inspections and raids against violators
• Receives and investigates consumer complaints
• Initiates criminal proceedings against offenders
• Operates at both the national level and through divisional and district offices

Consumers in Dhaka can approach the DNCRP's main office or its district offices in person, or submit complaints online through the DNCRP portal. The DNCRP has the authority to impose fines, order compensation, and refer serious cases to the Magistrate Court for criminal prosecution.

Filing a complaint in Bangladesh follows a straightforward process:

1. Gather evidence: Keep the receipt, packaging, product, photos, or any communication with the seller that supports your complaint.
2. Contact the seller first: Attempt informal resolution. If the seller refuses, document this refusal.
3. File with DNCRP: Submit your complaint to the DNCRP in writing or via their online portal. Complaint forms are available at DNCRP offices. There is no filing fee.
4. Complaint investigation: The DNCRP will investigate and may summon the trader or business for a hearing.
5. Resolution or referral: If the DNCRP finds a violation, it may issue a fine, direct compensation, or refer the case for prosecution.

Complaints can also be filed directly with the local Magistrate Court in cases of serious violations — for example, selling adulterated food products.

The CRPA 2009 imposes substantial penalties for violations. Key penalties include:

• Adulteration of food/medicines: Imprisonment up to 3 years and/or a fine of Tk. 2,00,000
• False advertising: Imprisonment up to 1 year and/or a fine of Tk. 2,00,000
• Overpricing: Fine up to Tk. 50,000
• Selling expired goods: Imprisonment up to 1 year and/or a fine of Tk. 50,000
• Withholding receipts: Fine up to Tk. 50,000

In addition to criminal penalties, consumers can claim compensation for actual damages through the civil courts. A portion of fines collected may be awarded to the aggrieved consumer as compensation.

Beyond the DNCRP, consumers have the right to pursue civil remedies in court. Options include:

• Civil suit for damages: A consumer who suffers loss due to a defective product or service can file a civil suit claiming compensation for the actual loss suffered, including medical costs, lost income, and emotional distress in appropriate cases.
• Product liability: Manufacturers and importers can be held liable if a product defect causes injury or damage.
• Criminal complaint: For serious violations (adulteration, food fraud), a private complaint can be filed in the Magistrate Court independently of DNCRP proceedings.

Consumer cases can be complex when large businesses are involved. Consult a lawyer experienced in consumer and commercial matters before proceeding to litigation.

To protect yourself as a consumer in Bangladesh:

• Always demand and keep receipts for purchases
• Check expiry dates on food and medicine before buying
• Verify MRP printed on packaged goods against the charged price
• Read terms and conditions for services (especially banks, telecoms, and e-commerce)
• Report violations to the DNCRP — your complaint helps prevent the same wrong from being done to others
• Photograph defective products before returning them — evidence is crucial

If a business refuses to address a legitimate complaint, do not hesitate to escalate to the DNCRP or consult an experienced lawyer about your legal options.

Complaints to the DNCRP should be filed as soon as possible after the incident. For civil claims, the general limitation period under the Limitation Act applies — typically 3 years from the date of the cause of action.

Yes. Under the CRPA 2009 and civil law, you can claim compensation from the seller or manufacturer for loss or injury caused by a defective product.

This is a criminal offence under the CRPA 2009 and the Pure Food Ordinance. You can file a complaint with the DNCRP or directly with the Magistrate Court.

Yes. The CRPA 2009 prohibits misleading advertisements. You can file a complaint with the DNCRP against any business that uses deceptive claims about their product or service.

No. DNCRP complaints can be filed by the consumer themselves without a lawyer. However, for court proceedings — civil suits or criminal complaints — legal representation is advisable.

Refusing to issue a receipt is a violation of the CRPA 2009. You can report this to the DNCRP, which can impose a fine on the business.

Yes. E-commerce transactions are covered. The government has issued the Digital Commerce Policy which, alongside the CRPA, provides protections for online buyers in Bangladesh.

Service providers are subject to the CRPA 2009. You can also complain to the relevant regulator — for telecoms, the Bangladesh Telecommunication Regulatory Commission (BTRC).