Consumer protection

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Consumer protection

  1. 1. CONSUMER PROTECTION 1
  2. 2. GANDHI SAYS,A Customer is the most important visitor in ourpremises. He is not dependent on us. We aredependent on him. He is not an interruptionin our work. He is the purpose of it. He is notan outsider on our business. He is the part ofit. We are not doing him a favour by servinghim. He is doing us a favour by giving us anopportunity to do so.- Mahatma Gandhi 2
  3. 3. Why have milk prices gone up so much?.In the olden days the mothers milked thecows, the daughter set it out in pans toseparate the crème, one of the sons soldit in the market. Today the agriculturedepartment is mobilized, the cow shedsare sterilized, the cows are immunized,the milk is homogenized, the supplies aremotorized, the dairies are organized, thepolitical leaders are energized. Theresult, the Indian consumer is victimized. Former Vice president M. Hidayathulla. Courtesy: Readers Digest, Nov 1984 3
  4. 4. CONSUMER VsCUSTOMER 4
  5. 5. Common Problems of Indian Consumers.Problem Related to Products:• High price• Substandard Quality• Artificial Scarcity• Incorrect weights and measures 5
  6. 6. • abuse of monopoly positions,• spurious drugs,• non-standard goods,• poor after-sales services,• pressure selling,• sales gimmicks,• deceptive advertising,• Adulteration 6
  7. 7. Rice - StoneMilk - WaterButter - Potato Chutney Animal FatIce Crème - Custard PowderHoney - JaggarySweet - SaccharinSilver Foil - Aluminium FoilChilli Powder- Brick PowderTea, Coffee - Tamarind Seed Powder 7
  8. 8. Problems Related to Service:• Banks• Builders• Education• Communication• Water and electricity Supply• Health Services 8
  9. 9. Law Relating to Consumer Protection The Indian Sale of Goods Act 1930. Agricultural Produce { Grading and Marking} Act 1937. Drugs and Cosmetics Act 1940. Emblems and Names { Prevention and Improper Use } Act 1950. Indian Standard Institution { Certification Marks } Act 1952. Prevention of Food Adulteration Act 1954. The drugs and Magic Remedies { Objectionable Advertisement } Act 1954. The Essential Commodities Act 1955. The Trade and Merchandise Marks Act 1958. The Export { Quality Control and Inspection } Act 1963. MRTP Act, 1969. 9
  10. 10. Law Relating to ConsumerProtection(contd)…. Hire Purchases Act 1972. The Water { Prevention and Control of Pollution } Act 1974. The Standards of Weights and Measures Act 1976. Prevention of Black Marketing and Maintenance of Supplies of Essential Commodities Act 1980. The Air { Prevention and Control of Pollution } Act 1981. The Environment Protection Act 1986. Bureau of Indian Standards [BIS] Act 1986. Consumer Protection Act 1986. Right to Information Act 2005. 10
  11. 11. The Consumers are ignorant of these laws due tovarious reasons:IlliteracyTechnical LanguagesActs are not in Regional languages 11
  12. 12. There are three Agencies for Consumer Protection:Government- Statutory regulationsBusiness- Fair deal to consumersConsumers- Organisations 12
  13. 13. Why COPRA• To Protect Consumers from Exploitation• To Save them from Adulterated and Substandard Goods• To save them from deficient Services• To provide speedy and inexpensive redressal 13
  14. 14. When COPRA Implemented• Act Passed on 24th Dec 1986• Implemented on 15th April 1987• All Provisions came to operation in July 1987.• Four Chapters and 31 Sections 14
  15. 15. Who is a Consumer• According to COPRA, in a simple language, consumer means – a person who buys goods or hires any service for consideration, paid or promised and includes the user of goods, using them with the approval of the buyer and does not include a person who obtains goods for resale or for any other commercial purpose but includes a person who buys goods exclusively for the purpose of earning his livelihood, by means of self – 15 employment.
  16. 16. Consumer Protection Council• Central Consumer Protection Council• State Consumer Protection Council• District Consumer Protection Council 16
  17. 17. Consumer Disputes RedressalAgenciesConsumer Disputes Redressal Agencies:*District Consumer Disputes Redressal Forum*State Consumer Disputes Redressal Commission*National Consumer Disputes Redressal Commission. 17
  18. 18. Consumer Rights Right to safety Right to choose Right to be informed Right to be heard Right to redress Right to consumer education Right to healthy environment 18
  19. 19. When to file Complaint If you have suffered loss or damage as a result of any unfair practice by a trader. If the goods purchased suffer from any defect. If the services hired, availed of suffer from deficiency. If you have been charged excess price. If the goods are hazardous to life and safety. 19
  20. 20. Try Out of Court Settlement: Write a letter Never write a letter when you are angry. Be courteous, firm throughout.Give the party a reasonable time in anticipation of response and remedial action. Keep duplicate of the complete set of papers.On expiry of the time given, send a gentle reminder, stating what other recourse you may be constrained to take. Send a complete set of your letters and supporting documents to a district, state or nationally operational consumer organisations. Your last resort may be filing a case in the appropriate consumer court. 20
  21. 21. Who can file a complaint?*Any Individual Consumer*Two or more consumers having common Interest*Any registered Consumer Organisation*The Central or State Governments 21
  22. 22. Where to file a complaint? District Forum up to Rs. 20 Lakhs State Commission Rs. 20 Lakhs to Rs. 1 Crore National Commission above Rs. 1 Crore 22
  23. 23. Time limit to file a complaint? Within Two Years of the cause of action Appeal should be made within 30 days of the decision of the lower Court. 23
  24. 24. How to file a compliant? The Name, description and address of the complainant The Name, Description and address of the opposite party The facts relating to the complaint and where and when it arises The documents in support of the allegations The relief which the complaint claims 24
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  29. 29. How much fee to pay? Up to Rs.100000 if BPL Card – No Fee Up to Rs. 100000 other than BPL Card- Rs.100 From Rs. 100000 to Rs.500000- Rs. 200 From Rs. 500000 to Rs. 1000000-Rs. 400 From Rs. 1000000 to 2000000-Rs. 500 From Rs. 2000000 to 5000000-Rs. 2000 From Rs. 5000000 to Rs. 1 Crore -Rs. 4000 Above Rs. 1 Crore - Rs. 5000. 29
  30. 30. How to Complain Think what your specific complaint is and what redress you seek. Draft your complaint according to the format. Remember, your complaint is a document for your legal action. Provide photocopies of all supportive documents. Keep duplicate of the complete set of papers. 30
  31. 31. Contd……. Send your complaint by registered post with acknowledgement due. Seek support of the consumer organisations. 31
  32. 32. Requirement of a lawyer? No Lawyer is required. 32
  33. 33. Time limit for deciding a case? Supposed to be decided within 90 days of the receipt of the complaint. It is 150 days if product requires laboratory test. 33
  34. 34. Relief available to consumers• To remove the defect pointed out by appropriate laboratory from any goods in question.• To replace the goods with new goods of similar description this shall be free from any defect.• To return to the complainant the price, or the case may be, the charge paid by the complainant.• To pay such amount as may be awarded by it, as compensation to the consumer for any loss or injury suffered by the consumer due to the negligence of the opposite party. 34
  35. 35. Procedure for filing appeal• Within 30 days.• When appealing against District Forum’s orders in the State Commission, one will have to deposit 50 percent of the money the Forum has ordered against him or Rs. 25000, for an appeal in the National Commission the amount rises to Rs. 35000 or 50 percent of the Commissions’ award, an appeal in the Supreme Court against the National Commission’s award will need 50 percent of the award or Rs. 50000, whichever is less respectively. 35
  36. 36. Fine for false complaint• Up to Rs. 10000 36
  37. 37. Fine or imprisonment for failure to comply with the order• Imprisonment from 1 month to 3 years.• Fine from Rs. 2000 to No limit. 37
  38. 38. Statement of cases filed/disposed of/pending in the National Commission, State Commissions / UTs and District Forums in States/UTsSl. Name of Cases filed Cases Cases % of As OnNo. State since disposed Pending Disposal inception of since inception National Commissio n ** 24351 16439 7912 67.51 31.12.2001 State Commissio ns1 Andhra Pradesh 11903 9545 2337 80.19 31.12.20012 A & N Islands 34 27 7 79.41 31.12.20013 Arunachal Pradesh 20 15 5 75.00 31.12.20014 Assam 1332 656 676 49.25 30.9.20005 Bihar 7726 3004 4722 38.88 31.12.20016 Chandigarh 2946 2628 318 89.21 31.12.20017 Chattisgarh 0 0 0 0.008 D & N Haveli 0 0 0 0.009 Daman & Diu 5 0 5 0.00 30.9.200010 Delhi 17932 12984 4948 72.41 31.12.200111 Goa 1293 1094 199 84.61 31.12.200112 Gujrat 10450 6566 3884 62.83 31.12.2001 3813 Haryana 15873 11903 3970 74.99 31.12.2001
  39. 39. 14 Himachal Pradesh 6067 4324 1743 71.27 31.12.200115 Jammu & Kashmir 3232 2610 622 80.75 31.3.199916 Jharkhand 0 0 0 0.0017 Karnataka 10845 8511 2334 78.48 31.12.200118 Kerala 15649 13655 1994 87.26 31.12.200119 Lakshadweep 9 9 0 100.00 31.12.200120 Madhya Pradesh 13190 10200 2990 77.33 31.12.200121 Maharashtra 22345 12172 10173 54.47 31.12.200122 Manipur 62 41 21 66.13 31.5.200023 Meghalaya 84 60 24 71.43 30.9.200024 Mizoram 69 24 45 34.78 31.12.200125 Nagaland 40 15 25 37.50 31.3.200026 Orissa 9208 4690 4518 50.93 31.12.200127 Pondicherry 604 565 39 93.54 31.12.200128 Punjab 9456 6886 2570 72.82 31.12.200129 Rajasthan 23117 10881 12236 47.07 31.12.200130 Sikkim 20 18 2 90.00 31.12.200131 Tamilnadu 13366 9948 3418 74.43 31.12.200132 Tripura 545 216 329 39.63 31.12.200133 Uttar Pradesh 32800 7898 24902 24.08 31.12.200134 Uttaranchal 0 0 0 0.0035 West Bengal 7487 5185 2302 69.25 31.12.2001 Total (St. Commissio ns) 237709 146330 91379 61.55 GRAND TOTAL 262060 162769 99291 62.11Note: - Data in respect of Chattisgarh , Jharkhand & Uttaranchal State Commissions  are shown 39against their respective parent State Commissions.
  40. 40. District Forums1 Andhra Pradesh 128197 113426 14771 88.48 30.11.20012 A & N Islands 248 237 11 95.56 31.12.20013 Arunachal Pradesh 207 179 28 86.47 31.12.20014 Assam 7285 6260 1025 85.93 30.9.20005 Bihar 42725 32473 10252 76.00 31.12.20016 Chandigarh 20663 17178 3485 83.13 31.12.20017 Chattisgarh 13818 11944 1874 86.44 30.9.20018 D & N Haveli 33 23 10 69.70 31.12.19999 Daman & Diu 62 37 25 59.68 30.9.200010 Delhi 114208 100271 13937 87.80 31.12.200111 Goa 4047 3311 736 81.81 31.12.200112 Gujrat 70002 52608 17394 75.15 31.12.200113 Haryana 98679 75860 22819 76.88 31.12.200114 Himachal Pradesh 29320 24123 5197 82.27 31.12.200115 Jammu & Kashmir 10436 8247 2189 79.02 31.3.199916 Jharkhand17 Karnataka 65057 58520 6537 89.95 31.12.200118 Kerala 120074 114029 6045 94.97 31.12.200119 Lakshadweep 39 37 2 94.87 31.12.2001 40
  41. 41. 20 Madhya Pradesh 79458 71437 8021 89.91 31.12.200121 Maharashtra 108722 88426 20296 81.33 31.12.200122 Manipur 803 774 29 96.39 31.5.200023 Meghalaya 242 199 43 82.23 30.6.199924 Mizoram 1099 911 188 82.89 30.6.2001.25 Nagaland 60 21 39 35.00 31.3.200026 Orissa 47091 41561 5530 88.26 31.12.200127 Pondicherry 1868 1826 42 97.75 31.12.200128 Punjab 51657 45782 5875 88.63 31.12.200129 Rajasthan 160610 144915 15695 90.23 31.12.200130 Sikkim 127 119 8 93.70 31.12.200131 Tamilnadu 62426 56020 6406 89.74 31.12.200132 Tripura 882 785 97 89.00 30.9.200033 Uttar Pradesh 267565 200227 67338 74.83 31.12.200134 Uttaranchal35 West Bengal 42214 38578 3634 91.39 31.12.2001 TOTAL 1549924 1310344 239578 84.54 CONSOLIDATED POSITION: Distt. Forums 1549924 1310344 239578 84.54 % State Commissions 237709 146330 91379 61.55% National Commission 24351 16439 7912 67.51% Total: 1811984 1473113 338869 81.29% 41
  42. 42. STATEMENT  REGARDING  RELEASE AND UTILISATION OF ONE-TIME- GRANT PROVIDED TO STATES/UTs. (Rs. In Lakhs) Sl.No. Name of States Amount Released by Central Govt. Amount Utilised Balance Remarks 1 Andhra Pradesh 270 2 A & N Islands 70 34.6 35.4 3 Arunachal Pradesh 170 122.5 47.5 4 Assam 280 5 Bihar 440 320 120 6 Chandigarh 60 25.46 34.54 7 Chattisgarh@ 8 D & N Haveli 60 9 Daman & Diu 70 10 Delhi 70 70 0 11 Goa 70 66.13 3.87 12 Gujrat 250 120.94 129.06 13 Haryana 210 47.97 162.03 14 Himachal Pradesh 170 170 0 15 Jammu & Kashmir 70 16 Jharkhand 120 -120 17 Karnataka 250 121 129 18 Kerala 190 99.7 90.3 19 Lakshadweep 60 20.36 39.64 42
  43. 43. 20 Madhya Pradesh@ 500 499.99 0.0121 Maharashtra 360 345.83 14.1722 Manipur 130 81.56 48.4423 Meghalaya 12024 Mizoram 80 60 2025 Nagaland 12026 Orissa 180 180 027 Pondicherry 60 58.74 1.2628 Punjab 180 180 029 Rajasthan 350 328.58 21.4230 Sikkim 90 76.9 13.131 Tamilnadu 27032 Tripura 8033 Uttar Pradesh 554.56 449.99 104.5734 Uttaranchal 125.44 117.71 7.7335 West Bengal 220 TOTAL 6180 This site is designed & hosted by National Informatics Centre (NIC) 43
  44. 44. Hints for wise Buying• Can I afford it?• How useful will it be?• Will it go out of style soon?• How long will it last?• How expensive will repairs be?• Can repairs be made quickly?• Will it require other accessories to get the proper use? 44
  45. 45. • Will a less expensive article serve the purpose?• Do you really need it now?• How will it affect your health and comfort?• What is the resale value?• How safe is the product?• Will it work under specific conditions?• How much energy will it save you? 45
  46. 46. • How reliable is the seller?• Is it Certified Product?• Last piece of advice. 46
  47. 47. Conclusion• A path setting legislation• Lack of awareness• The govt. should take up initiative to create consumer awareness• Consumer education should be a part of educational curriculum in schools and Colleges• Voluntary consumer organisations should be established in cities, towns and villages 47
  48. 48. 48

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