Consumer protection


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Consumer protection

  2. 2. CONSUMER :MEANING <ul><li>Acc. To section 2(d) of consumer protection act,1986, ‘consumer’ means any person who: </li></ul><ul><li>i) buys any goods for a consideration which has been paid or promised or partly paid and partly promised </li></ul><ul><li>ii) hires or avails of any services for a consideration which has been paid or promised or partly paid and partly promised . </li></ul><ul><li>Thus ,if any person : either </li></ul><ul><li>i) buys any goods for a consideration </li></ul><ul><li>ii) hires or avails of any services ,he is a consumer </li></ul>
  3. 3. CONSUMER PROTECTION : CONCEPT <ul><li>Some of the important factors of consumer protection are: </li></ul><ul><li>i) international endeavours </li></ul><ul><li>ii) consumer’s cooperatives </li></ul><ul><li>iii) public sector consumer movements </li></ul><ul><li>iv) consumer advocates </li></ul><ul><li>v) legal measures </li></ul>
  4. 4. CONSUMER PROTECTION: NEED ASSESSMENT <ul><li>Some of the factors are: </li></ul><ul><li>i) high prices of goods and services </li></ul><ul><li>ii) monopoly by public sector </li></ul><ul><li>iii) short supply of goods and services </li></ul><ul><li>iv) uncreative discounts </li></ul><ul><li>v) incorrect weight or quantity </li></ul><ul><li>vi) legal limitations </li></ul><ul><li>vii) lack of awareness </li></ul><ul><li>viii) advertisements leading to confusion </li></ul>
  5. 5. <ul><li>ix) incomplete information </li></ul><ul><li>x) adulterated goods </li></ul><ul><li>xi) lack of competetion </li></ul><ul><li>xii) consumers are not well organised </li></ul>
  6. 6. CONSUMER PROTECTION: GOVERNMENT LEGISLATION <ul><li>These include: </li></ul><ul><li>i) agriculture produce Act,1937 </li></ul><ul><li>ii) The Essential Commodities Act,1955 </li></ul><ul><li>iii) The Weights And Measures Act ,1958 </li></ul><ul><li>iv) The Drugs and Cosmetics Act ,1940 </li></ul><ul><li>v) Packaged Commodities Order,1975 </li></ul><ul><li>vi) Monopolies and Restrictive Trade Practices Act,1969 </li></ul><ul><li>vii) Consumer Protection Act,1986 </li></ul>
  7. 7. CONSUMER PROTECTION ACT,1986 <ul><li>This act was enacted by Indian parliament in December 1986. this was implemented on 15 th april,1987. further in 1993 and 2002 many provisions were amended by act. </li></ul><ul><li>This act is implemented all over India except in Jammu and Kashmir . </li></ul>
  8. 8. RIGHTS OF CONSUMERS <ul><li>Section 6 of the act enshrines the following rights of consumers: </li></ul><ul><li>The right to be protected against the marketing of goods and services which are hazardous to life & property. </li></ul><ul><li>The right to be informed about the quality, quantity, potency, purity, standard, and price of goods or services </li></ul><ul><li>The right to be assured ,wherever possible ,access to a variety of goods and services at competitive prices. </li></ul>
  9. 9. <ul><li>The right to be heard and to be assured that consumers interest will receive due consideration at appropriate forums. </li></ul><ul><li>The right to seek redressal against unfair trade practices or unscrupulous exploitation of consumers. </li></ul><ul><li>The right to consumer education. </li></ul>
  10. 10. WHO CAN FILE A COMPLAINT <ul><li>1) A Consumer </li></ul><ul><li>2) Any voluntary consumer organisation registered under the societies registration act,1860 </li></ul><ul><li>3) The Central Government </li></ul><ul><li>4) The State Government or Union Territory Administration </li></ul>
  11. 11. WHAT CONSTITUTES A COMPLAINT <ul><li>If consumers have suffered loss as result of any unfair trade practices adopted by the trader. </li></ul><ul><li>If the goods purchased suffer from any defect </li></ul><ul><li>If the services hired of suffer from deficiencies in any respect </li></ul><ul><li>If consumers have been charged a price in excess of the price displayed or fixed </li></ul>
  12. 12. CONSUMER PROTECTION COUNCILS <ul><li>Act provides for establishment of a central consumer protection council by the central government and state and district consumer protection councils by the state government </li></ul>
  13. 13. CENTRAL CONSUMER PROTECTION COUNCIL <ul><li>As per section 3 of this council it is composed of 150 members: </li></ul><ul><li>i) the chairman shall be the minister in charge of department </li></ul><ul><li>ii) vice chairman shall be the minister of state </li></ul><ul><li>iii) the minister of food and civil supplies </li></ul><ul><li>iv) 8 members of parliament -5 from the lok sabha and three from the rajya sabha </li></ul><ul><li>v) the commissioner of scheduled castes and tribes </li></ul>
  14. 14. <ul><li>vi) representatives of the central government departments </li></ul><ul><li>vii) representatives of the consumer organisations </li></ul><ul><li>viii) representatives of women-not less than 10 </li></ul><ul><li>ix) representatives of farmers </li></ul><ul><li>x) secretary in the department of civil supplies shall be the member-secretary to the central council </li></ul>
  15. 15. THE STATE CONSUMER PROTECTION COUNCIL <ul><li>As per section 7(2) of the act council shall consist of: </li></ul><ul><li>a) the minister incharge of consumer affairs </li></ul><ul><li>b) such number of other official or non-official members representing such interests as may be prescibed the state government. </li></ul><ul><li>c) such number of other official or non-official members ,not exceeding 10. </li></ul>
  16. 16. THE DISTRICT CONSUMER PROTECTION COUNCIL <ul><li>As per section 8-A (2) of the act the district consumer council shall consist of following members: </li></ul><ul><li>a) the collector of the district who shall be the chairman </li></ul><ul><li>b) such number of other official or non-official members representing such interests as may be prescibed by the state government. </li></ul>
  17. 17. CONSUMER DISPUTES REDRESSAL AGENCIES <ul><li>Section 9 of the consumer protection act provides for the establishment of a three tier consumer disputes redressal system at the district, state, and national level. </li></ul>
  18. 18. CONSUMER PROTECTION: AMOUNT OF FEE S.NO. TOTAL VALUE OF GOODS OR SERVICES AND THE COMPENSATION CLAIMED AMOUNT OF FEE 1. 2. 3. 4. 5. <ul><li>DISTRICT FORUM </li></ul><ul><li>-Upto one lakh rupees-for complaints who are under below poverty line. </li></ul><ul><li>Upto one lakh rupees-other than antodaya anna yojana card holders. </li></ul><ul><li>Above one lakh and upto five lakh rupees </li></ul><ul><li>Above five lakh and upto ten lakh rupees </li></ul><ul><li>Above ten lakh and upto twenty lakh rupees </li></ul>NIL 100 200 400 500 STATE COMMISSION 6. 7. - Above twenty lakh and upto fifty lakh rupees - Above fifty lakh and upto one crore rupees 2000 4000 NATIONALCOMMISION 8. - Above one core rupees 5000
  19. 19. HOW TO FILE A COMPLAINT <ul><li>The name , description and address of the complainants and the opposite party. </li></ul><ul><li>The facts relating to complaint and when and where it arose </li></ul><ul><li>Documents in support of allegations in the complaint </li></ul><ul><li>The relief which the complainant is seeking </li></ul><ul><li>The complaint should be signed by the complainant or his authorised agent. </li></ul>
  20. 20. REMEDIAL ACTIONS <ul><li>To remove the defect pointed out </li></ul><ul><li>To replace the goods with new goods of similar description. </li></ul><ul><li>To return to the complainant the price </li></ul><ul><li>Not to offer the hazardous goods for sale </li></ul><ul><li>To discontinue the unfair trade practice </li></ul><ul><li>To withdraw the hazardous goods from being offered for sale </li></ul><ul><li>To provide for adequate costs to parties </li></ul><ul><li>To remove the defects or deficiencies in the services in question. </li></ul>
  21. 21. SUGGESTIONS LEADING TO BETTER CONSUMER PROTECTION <ul><li>There should be more and more awareness on the part of consumers. </li></ul><ul><li>More and more NGO’s ,civil society organisations should come forward </li></ul><ul><li>The consumer should lodge a specific complaint with supporting information </li></ul><ul><li>The consumer should try to understand the view-point of the seller before making a complaint. </li></ul>
  22. 22. THANK YOU