WHO IS CONSUMER?"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” -Mahatma Gandhi
• Consumer is the final user of all goods and services .• A person who buys good for business or resale purpose is not a consumer.
•The enactment of CPA, 1986 by parliament was a milestone in thehistory of consumer protection movement in India.• The special feature of this act is to provide speedy andinexpensive redressal grievances of the consumer and to providehim specific relief or award of compensation wherever appropriate.• It recognizes six of the eight rights of the consumer as provided inthe UN charter.
OBEJECTIVE OF CONSUMER PROTECTION ACT,1986• An Act to provide for better protection of the interests of consumers and for that purpose to make provision for the establishment of consumer councils and other authorities for the settlement of consumer’s disputes and for matters connected therewith.
RIGHTS OF CONSUMER•Right to Protection•Right of Information•Right of Choice•Right of Hearing•Right of Redressal•Right of Education
CONSUMER PROTECTION COUNCILConsumer protection councilsare at three levels:-• Central,• State and• District
CENTRAL CONSUMER PROTECTION COUNCIL•Objectives of the Central Council The objectives of the Central Council shall be topromote and protect the rights of the consumers suchas— the right to be protected against the marketingof goods and services which are hazardous to life andproperty.
STATE CONSUMER PROTECTION COUNCIL•Objectives of the State Council The objectives of every State Council shallbe to promote and protect within the Statethe rights of the consumers.
DISTRICT CONSUMER PROTECTION COUNCILObjectives of the District Council•The objectives of every District Councilshall be to promote and protect within thedistrict the rights of the consumers.
DECEPTIVE ADVERTISING •An advertisement which is potentially misleading or literally false is deceptive. •Potentially misleading ads are difficult to evaluate because miscomprehension may often occur. Miscomprehension is a problem for firms because the audience does not understand the message being delivered.
CASE 1HEALTH PRODUCTWeight loss by drinkingherbal tea for 12 weeksCASE 2FOOD ITEMA big Mac burger ofMcDonaldsCASE 3SHAMPOOCopied a famous brand
INDIAN CONSUMER PROTECTIONVSINTERNATIONALCONSUMER PROTECTION
INDIAN CONSUMER PROTECTIONCASE 1 Redressal filed against: Indian Airlines Issue: not allowing passenger to board the flight despite the fact that the passenger had flight tickets booked Compensation: Rs. 10,000CASE 2 Redressal filed against: ROYAL STAGS PVT. LTD. Issue: presence of protein impurity in beer Compensation: Rs. 5,000CASE 3 Redressal filed against: Shoe crafts Issue: Sale of faulty camera from the grey market with mismatch in serial number on guarantee card Compensation: Rs.3033
INTERNATIONAL CONSUMER PROTECTIONCASE 1 Redressal filed against: Slim America, Inc Issue: false advertising claims about a health product (dieting, slimming) Compensation: $8.3 million (Rs.32.3 crores)CASE 2 Redressal filed against:Christiana Hospital Issue: wrong medication leading to death of patient Compensation:$1.6 million (Rs.6.2 crores)CASE 3 Redressal filed against: Trans Union Issue: misrepresentation of identity and inappropriate credit record upload Compensation:$ 800,000 (Rs.3.1 crores)
CASE STUDY OFAcupressure Therapy Health Centre (1986)