Consumer Protection

United We Stand!

The Government and Us

The Consumer

Mahatma Gandhi said, " A consumer is the most important visitor on our premises. He is not dependent on us, we are on him. He is not an interruption to our work, he is the purpose of it. We are not doing a favour to a consumer by giving him an opportunity. He is doing us a favour by giving us opportunity to serve him .”

From the Social Activist’s desk:

“We have got problems and we need to do something about them. I am going to tell you about those problems and we will explore what needs to be done to set things right!”

What we face as Consumers

       Adulteration of food substances by traders through addition of substances which are injurious to health or removal of substances which are nutritious or by lowering their quality standards Supply of defective goods Use of deceptive or incorrect rates on products Use of false or non-standard weights and measures in supply of goods Selling above the MRP Unauthorised sale of essential products like medicines, etc. beyond their expiry date to ignorant consumers Poor customer services

How do we deal with the problems?

     Build Awareness of Consumer Protection Measures Take Legal Action by lodging complaints against unscrupulous practices Be vigilant while purchasing products and services Form Consumer Associations and Clubs that aim to promote welfare of Consumers Support the Government in the fight for Justice for All

From the Policy Maker’s Desk

“There are miles to go before we sleep. We have come a long way yet there is much to be done. Let me give you a glimpse into your past and show you your present so that together we can pave the way for a better future.”

Yesterday to Today

Pre 1950 The Indian Contract Act of 1872, the Sale of Goods Act of 1930, the Indian Penal Code of 1860, the Drugs and Cosmetics Act of 1940, the Usurious Loans Act of 1918, and the Agriculture Procedure (Grading and Marketing Act) of 1937 Post 1950 The Essential Commodities Act of 1955, the Prevention of Food Adulteration Act of 1954 and the Standard of Weights and Measures Act of 1976. For fifty-five years, the Sale of Goods Act of 1930 [SGA] was the exclusive source of consumer protection in India. The Indian legal system welcomed a new phase with the enactment of the Consumer Protection Act of 1986 [“CPA”], which was specifically deigned to protect consumer interests.

Where We Stand

For Our Future

To make things better, the Government can do a lot:         Make our Consumer Grievance Redressal Machinery strong and efficient Bring in more staff for speedy redressal of pending cases Encourage greater involvement of District Machinery Ask for Action Plans from States on a regular and periodic basis Provide review of progress made by each State Operate State level Consumer Information Centres Conduct Consumer Education programmes through various media Conduct seminars and workshops with Voluntary Consumer Organisations

From the Lawyer’s Desk:

“ There is plenty of action happening in Consumer Protection. The Government is doing quite a bit but many of us are unaware of the changes taking place. I am going to give you a ringside view of the action! We all need to be aware of how we can help ourselves”

Consumer Protection Initiatives by the Government

Consumer Protection initiatives by the Government revolve around the following three areas:    Firstly, providing a legal framework that comprises of the Consumer Protection Act.

Secondly, evolving standards for different products to enable the consumers to make an informed choice about different products and so that only safe products are circulated in the market.

Thirdly, consumer awareness and education.

Consumer Awareness Initiatives by the Government

 Publicity through print media to educate the consumers about their rights and responsibilities.

 Publicity through electronic medium by telecast of video spots on various consumer related issues such as ISI, Hall-Mark, Alternate Dispute, Redressal System, Weights and Measures, Rights of Consumers etc.  ‘Jago Grahak Jago’, an initiative which empowers consumers by making them aware about their rights as well as the Grievance Redressal Mechanism.

Where we can go for help

 A CORE (Consumer Online Research and Empowerment) Centre their grievance online.

has been set up in collaboration with Consumer Coordination Council (CCC) through signing of an MoU. It is the only authorised agency of the Department of Consumer Affairs to handle 'Online Consumer Complaints' for redressal through mediation. By accessing the online Complaint Redressal System in the CORE, the consumers can register themselves and lodge

Where we can go for help

 A National Consumer Helpline (NCH) project was launched by the Department of Consumer Affairs in coordination with Delhi University, Department of Commerce. Under the helpline, consumers from all over the country can dial a toll-free number and seek telephonic help for problems that they face as consumers. The helpline intends to deal with problems related to telecom, courier, banking, insurance, financial services, etc.

From the Public Relations Manager’s Desk :

“ Its time we took responsibility for doing the right thing! All of us need to be proactive. There is a lot each of us can do. Let me tell you about a few of the things that we can do to make sure we act as aware and responsible citizens”

What we can do

 If you are a Consumer Organisation :

REVIEW!

   Set up a Review Committee which posts reviews on products and services.

Ensure that the products and services reviewed are bought from the market and not donated to the organisation by businesses. Do not allow your review to commercially promote or discourage the use of any product or service. An unbiased view will build integrity of your opinion.

What we can do

 If you are a Business :

ADOPT!

   High ethical standards to ensure that your customers get the best from you. Remember that you exist because the customer buys from you.

Self regulation on unfair practices such as black marketing and hoarding.

Check on supply of inferior goods or services.

What we can do

 If you are a Consumer :

REPORT!

   Problems with Food, Drugs and Cosmetics Injury due to use of an unsafe product Cheating in any form by seller Do not neglect to report irresponsible and unethical behaviour by a business. You will only encourage it to continue unfair practices.

From the Reporter’s Desk:

“We need to approach the right authorities in order to get justice. Letting those who dupe us get away with it encourages them do dupe many others. Let me tell you where to go and what to do when you want justice.”

Legal Redressal Machinery

NATIONAL COMMISSION STATE COMMISSION DISTRICT FORUM

Making a Complaint

National Commission A complaint can be made when the value of goods and services along with compensation claimed exceeds Rs. 1 crore.

State Commission A complaint can be made when the value of goods and services along with compensation claimed exceeds Rs. 20 lakhs but does not exceed Rs. 1 crore.

District Forum A complaint can be made when the value of goods and services along with compensation claimed does not exceeds Rs. 20 lakhs.

Information required for a Complaint

• Name and full address of complainant • Name and full address of opposite party • Description of goods and services • Quality and quantity • Price • Date & proof of purchase • Nature of deception • Type of redressal requested

United We Stand!

   

Let us join hands to make a better India

REVIEW ADOPT REPORT

Most of all,

SUPPORT!

Credits

NCDRC ( National Consumer Disputes Redressal Commission) http://ncdrc.nic.in/ Confonet http://confonet.nic.in/ Department of Consumer Affairs http://www.fcamin.nic.in/