iOS 18 Complaints Put Apple’s Warranty Practices Under CCPA Scrutiny

The Central Consumer Protection Authority (CCPA) has initiated a detailed investigation into the technical issues reported by iPhone users following the rollout of iOS 18. On July 29, the CCPA notified Apple that the matter had been escalated to its investigation wing for a “detailed investigation”. The development comes more than a year after the CCPA issued a notice to Apple in January 2025, following multiple complaints on the National Consumer Helpline about performance issues reportedly faced by iPhone users after installing the iOS 18 software update.

These complaints describe two recurring problems: (i) green, pink, or white lines appearing on iPhone screens, and (ii) microphone malfunctions, both reportedly surfacing after the update. Affected consumers paid an estimated ₹27,900 for repairs, as Apple’s software license excludes software defects from coverage, with its limited warranty covering only hardware.

CCPA has stated that charging consumers for problems caused by Apple’s own update violates the principle of fair trade, and that the case affects consumers “as a class” rather than as isolated complaints. Acting under its powers to protect consumer rights “as a class” (Section 18), the CCPA conducted a preliminary inquiry and, on finding a prima facie case, referred the matter to the Director-General for detailed investigation under Section 19, to be conducted through the investigation wing, in accordance with the CCPA (Submission of Inquiry or Investigation by the Investigation Wing) Regulations, 2021.

On substance, the case raises questions under two heads. Apple’s software licence excludes warranty cover for software, effectively requiring consumers to bear repair costs for defects the CCPA attributes to the update, a term that could fall within the definition of “unfair contract” under Section 2(46), which covers terms imposing unreasonable charges or conditions that put the consumer at a disadvantage, though whether a warranty exclusion of this nature meets that threshold remains to be tested. The CCPA also appears to be examining whether charging consumers for issues allegedly caused by Apple’s own update amounts to an “unfair trade practice” within the broad sweep of Section 2(47). Should a violation be established, Section 20 empowers the CCPA to order recall, reimbursement, or discontinuation of the practice. No such finding has been made at this stage.

Apple denies any systemic problem. In an August reply, it said iOS 18 was extensively tested with no safety concerns found in India, that the case rests on just 75 complaints, and that only about 11% of Indian iPhones were still on iOS 18 by June 2026. Its broader argument: treating every software issue as a warranty matter would make it responsible for all post-update technical problems.

India’s Department of Consumer Affairs launched the Right to Repair Portal in December 2022, to facilitate access to repair-related information for consumers, covering mobile phones and electronics, one of four sectors on the portal, alongside automobiles, consumer durables and farming equipment. In March 2024, the Department held a stakeholder meeting covering the mobile and electronics sector, where concerns including availability of spare parts, repair costs and warranty conditions were discussed, and it emphasised the need for clear consumer information on warranties, spare parts and service centres.

The initiative was subsequently supplemented by a proposed Repairability Index (RI) framework for smartphones and tablets, submitted to the Department on May 3, 2025. The framework assesses repairability on six parameters: disassembly depth, repair information, availability of spare parts, software updates, tools, and fasteners. It also proposes that manufacturers self-declare the Repairability Index and display it at points of sale, on e-commerce platforms and through QR codes on product packaging.

The developments provide relevant regulatory context to the Apple case, particularly because the complaints concern software updates, warranty coverage and the cost of repairing affected devices.

France’s DGCCRF fined Apple €25 million in February 2020 for not disclosing that iOS updates could slow older iPhones with ageing batteries. In 2018, Italy’s AGCM fined Apple €10 million and Samsung €5 million over similar undisclosed slowdowns. Both treat update-driven performance degradation as a distinct consumer-protection wrong, though under their own jurisdictions’ laws.

The case tests whether Apple’s split between a “no warranty” software licence and a limited hardware warranty can shield it from repair costs where a software update allegedly caused the harm, a question that carries extra weight as Apple grows its Indian manufacturing base and market share, from 4% in 2022 to 9% last year.

The investigation may involve document requests, hearings, and a final report from the investigation wing. If violations are found, the CCPA may order reimbursement or discontinuation of the practice under Section 20. No timeline is public yet. These remain allegations under investigation, and the CCPA has not made any finding against Apple.