2. What a consumer (customer) Expects?
Focus
Trust
positive
Conviction
Loyalty
Commitment
Feeling
Experience
3. Introduction-
• The definition of Consumer
right is 'the right to have
information about the quality,
potency, quantity, purity, price
and standard of goods or
services', as it may be the case,
but the consumer is to be
protected against any unfair
practices of trade. It is very
essential for the consumers to
know these rights.
4. Consumer Rights
Consumer rights are a set of rights governed by the law that gives allows customers to have
the necessaryinformationabout goods and services while purchasing.Similarly,consumer
responsibilities indicate that customershavea specific responsibilitytowards the society
and other consumers and help them to fight against the unfair practice or at least be
aware of it. These rights and responsibilities are registered under the Consumer
Protection Act 1986.
Consumer Rights:-Right to Safety - Before buying,a consumer can insist on the qualityand
guarantee ofthe goods.Theyshould ideallypurchase a certified product like ISI or
AGMARK.Right to Choose-Consumer should havethe right to choose from a varietyof
goods and in a competitiveprice Right to be informed-The buyers should be informed
with all the necessarydetails of the product,make her/himact wise, and change the
buyingdecision.Right to Consumer Education-Consumer shouldbe aware of his/her
rights and avoid exploitation.Ignorance can cost them more.Right to be heard-This
means the consumer will get due attention to express their grievances at a suitable
forum.
5. Consumer exploitation refers to the act of
cheating the buyers and taking advantage from
them this occurs because of limited information
about the product such as guarantee and terms of
purchase illiterate consumers are especially more
vulnerable they are likely to be cheated into
paying more or even purchasing a counterfeit
product exploitation in the marketplace happens
in various ways :-
❑ Shopkeepers wait less than what they
should.
❑ Traders at charges that were not
mentioned before.
❑ Shopkeepers sell adulterated or defective
goods.
6. Jaago Grahak
Jaago
• Recognizing the importance of promoting
consumer awareness, Department of
Consumer Affairs (DoCA) has been
conducting country-wide multimedia
awareness campaigns titled "JagoGrahak
Jago". Through simple messages,
consumers are made aware of fraudulent
practices and problems and the mechanism
to seek redressal.
7.
8. 1. The Sales of Goods Act 1930 (protection against false products)
2. The Essential Commodities Act 1955 (control production, distribution of
essential items)
3. The Essential Commodities Act 1955 (control production, distribution of
essential items)
4. The Prevention of Food Adulteration Act 1954 (check adulteration and
ensures purity)
5. The Standard of Weights and Measurements Act 2976 (protection against
malpractices-underweight, undermeasure)
6. The Trade Mark Act 1999 (prevents use of fraudulent marks on products)
7. The Competition Act 2002 (healthy competition and protect consumers)
8. The Bureau of Indian Standard Act 1986 (provide special marks for quality
standards)
9. Responsibilities of the consumers:-
Consumer must
know and exercise
his rights.
He should gather
full information on
quality, quantity,
utility, price etc. of
goods or services.
Consumer must
look for quality
marks like ISI
mark, Agar, ISO,
Wool Mark, etc.
Consumer must get
a proof in form of a
bill of his/her
purchase.
Consumer must be
aware of misleading
advertisements.
Consumer must be
informed about all
varieties and
options available to
choose.
Consumer must
discourage black
marketing,
hoardings etc.
Consumer must
use products safely
and wisely.
Consumer must be
aware about the
thought of ‘healthy
environment’.
