India's CCPA escalates probe into Apple's iOS 18 software warranty terms

By Aditya Kalra Tue, September 15, 2026 at 2:10 AM PDT | 4 min read

NEW DELHI, Sept 15 (Reuters) — India's consumer regulator is examining Apple's software warranty terms as part of an investigation into the iOS 18 update, which has been alleged to have damaged iPhone functionality and forced users to pay "exorbitant" sums for repairs, according to documents reviewed by Reuters.

The dispute represents Apple's latest challenge in a key growth market, where the company is rapidly expanding iPhone manufacturing and gaining market share, while also facing accusations of violating domestic antitrust laws.

Apple is privately contesting the regulator's allegations. In an August letter seen by Reuters, the company stated that providing no warranty on software is consistent with global industry standards and that iOS 18 had no systemic issues.

If found guilty, Apple may face fines and, more significantly, could be compelled to issue refunds or alter its business practices.

'Detailed Investigation' Ordered

Smartphone companies frequently face complaints following software updates.

In 2018, Italy sanctioned Apple for failing to inform consumers about how the iOS 10 update could adversely affect the performance of older iPhones and for not offering support to devices outside of legal warranty.

Last year, India's Central Consumer Protection Authority (CCPA) informed Apple that it had received a large number of complaints regarding the iOS 18 rollout in late 2024. Users reported screen display and microphone malfunctions, among other issues, forcing customers to pay for related repairs since no warranty is provided on the software.

On July 29 this year, the regulator told Apple it had "escalated" the matter for a "detailed investigation" by its investigation wing, according to one document. This escalation signals that New Delhi has not been satisfied with Apple's responses.

"The case involves alleged violations of consumer rights," the regulator said in its notice to Apple, seen by Reuters.

In a statement, Apple said it did not identify any issues or safety concerns with iOS 18 in India and would work with authorities to clarify the customer response to the software.

Kirti Mahapatra, a New Delhi-based lawyer specializing in consumer laws, noted that Indian consumer law allows investigators to seek documents and hold hearings before submitting a final report to the regulator.

"Where contractual terms or warranty conditions form part of the alleged unfair practice, the CCPA can ask the company to ensure accurate information be provided to its customers," she added. "It can also ask for changes to such terms, but that would be unprecedented."

India's consumer regulator did not respond to queries.

Warranty Terms in Spotlight

Apple says its iOS 18 underwent stringent testing and that the CCPA case is based on just 75 complaints. The company added that only about 11% of iPhones were still using iOS 18 by June 2026.

The CCPA, however, accuses Apple of violating the rights of "consumers as a class."

In its software license agreements, Apple states that the software is "without warranty of any kind" and that users must bear the entire cost of repairs if the software proves defective. The limited warranty globally covers only hardware.

In an August 20 reply to investigators, Apple said the no-warranty clause was not unusual, as consumers are informed about it before installation. The company added that the clause follows lines similar to those of many electronics majors, such as Sony and Samsung.

"A requirement that every issue ... be treated as a breach of an absolute warranty would effectively convert any software provider into an insurer against all technological risk," Apple said.

India is a key market for Apple. Its iPhones captured a 9% share last year, up from 4% in the previous period.