Consumer Right, Consumer Protection, Choice of Selection, Right to get information, Right Product, Right Quality, right to Claim Awareness, Consumer protection Council of India, Right to education right to Rederessel and consumer Grievance Consumer Protection Act and latest amendment Central level State Level

1. CONSUMER RIGHTS &
MOVEMENT
By
Dr.M.MATHIVANAN
Associate Professor of Commerce

2. Consumer: Every individual is a consumer, regardless of
occupation, age, gender, community or religious affiliation.
Consumer Rights: Consumer Rights and welfare are now
an integral part of the life of an individual and we all have made
use of them at some or the other point in our daily routine.
 15th March "World Consumer Rights Day".
 A historic declaration-1962 - US President John F. Kennedy
 Four basic consumer rights:
1. Right to Safety 2. Right to be informed
3. Right to Choose 4. Right to be heard

3. Consumer Rights: Meaning and Concepts
 This declaration eventually led to the international recognition
Another significant day is 9 April 1985, UN adopted a set of
guidelines Secretary General of the UN was authorized to
persuade member countries to adopt these guidelines
Governments need to do to promote consumer protection in
the following areas:
 a. Physical safety b. Protection and promotion of consumer
economic interests c. Standards, safety, quality of consumer
goods and services d. Measures enabling consumers to
obtain redressal e. Measures relating to specific areas (food,
water, and pharmaceuticals) and Consumer education and
information

4. Consumer Protection Act 1986
 India, 24th December is celebrated as "National Consumer
Rights Day” The Consumer Protection Act was enacted in
1986 based on UN guidelines. The objective of providing
better protection of consumers' interests. Effective
safeguards to consumers against various types of
exploitations and unfair dealings, relying on mainly
compensatory rather than a punitive or preventive approach.
It applies to all goods and services unless specifically
exempted and covers the private, public and cooperative
sectors and provides for speedy and inexpensive
adjudication. Articles 14 to 19 of the CPA- (RTI),
which has opened up governance processes of
our country to the common public.

5. Promotion & Protection Rights of Consumers by CPA
 Right to Safety :Protected against the marketing
of goods and services, Before purchasing,
consumers should insist the quality, guarantee of
the products and services. Quality is marked such
as ISI, AGMARK, FPO ,etc.
 Right to be Informed :Informed about the quality,
quantity, potency, purity, standard and price of
goods - protect the consumer against unfair trade
practices.
 Right to Choose:. This right can be better
exercised in a competitive market where a variety
of goods are available at competitive prices.

6. Promotion & Protection Rights of Consumers by CPA
 Right to be Heard: Represented in various forums
for their welfare. Form non-political and non-
commercial organizations which can be given
representation in various committees formed by the
Government in matters relating to consumers.
 Right to Seek Redressal: Seek redressal against
unfair trade practices or exploitation of consumers.
Right to fair settlement of the genuine grievances.
 Consumer Education: Acquire the knowledge and
skill to be an informed consumer throughout life.
Ignorance of consumers, particularly of rural
consumers, is mainly responsible

7. Issues and Problems
 Adulteration of food substances by traders
 Misleading advertisements of goods and services
 Variations in the contents filled in the package
Improper delivery of after sales services
 Supply of defective goods
 Hidden price component
 Use of deceptive or incorrect rates on products
 Use of false or non-standard weights and
measures
 Production of low quality goods in bulk quantities

8. Issues and Problems
 Illegal fixation of (MRP) -Selling above the MRP
 Unauthorized sale of essential products like
medicines, etc. beyond their expiry date to ignorant
consumers
 Poor customer services
 Non-compliance with the terms and conditions of
sales and services
 Supply of false or incomplete information
 Non- fulfillment of guarantee or warrantee etc.
All issues and problems handled efficiently by the
Centre, State level, view to protect & promote their
welfare.

9. Legal Framework
 Consumer Protection Act,1986 important
milestones in the consumer movement in India To
protect the large body of consumers CPA become
the vehicle for enabling people to secure speedy
and in-expensive redressal of their grievances.
Consumers in a position to declare sellers beware
whereas previously the consumers were at the
receiving end and generally told buyers beware.
 CPA Covers: Products' and ‘Services'.
telephones, electricity, constructions, banking,
insurance, medical treatment, professionals such
as Doctors, Engineers, Architects, Lawyers

10. Objectives of CPA
 Protection of Interests of Consumers ,
 Protection of Rights of Consumers
 Establishment of Consumer Protection Councils
 Establishment of Consumer Dispute Redressal
Agencies
 Consumer Protection (Amendment) Act, 2002.
important amendments made by it include:
 Creation of benches of the National Commission
and State commissions
 Prescribing time-frame for admission of
complaint, issue of notices ,disposal of complaint

11. Consumer Protection (Amendment) Act, 2002
 Recovery of compensation amount ordered by the
redressal agency Provision for issue of interim
orders by redressal agencies
 Establishment of Consumer Protection Council at
District level
 Revision of pecuniary jurisdiction in respect of
redressal agencies at district levels
 Inclusion of sale of spurious goods/services as
unfair trade practices

12. Organizational Set Up
 Protecting the interests of consumers has been
one of the major concerns of the Government.
Rights of choice, safety, information and redressal.
There is a well placed organisational set up
 Central Level: Dept. of Consumer Affairs
 1.NCDRC/NC 2.CC Protection committee
Food and Public Distribution .Protection of rights
of consumers, redressal and promotion of
standards of goods/Services
 Three-tier quasi-judicial consumer disputes
redressal machinery at National, State and District
levels, for expeditious and inexpensive settlement

13. Organizational Set Up
 State Governments have set up a separate
department which deals with all issues relating to
consumer affairs.
State Level: Dept. of Consumer
Affairs/Civil supplies
1.SCDRC 2.District Forums 3.State
Consumer Protection councils 4.District
Consumer Protection councils

14. Education and Awareness of
Consumers
Consumers need to be made aware and
educated about their existing rights
Department of Consumer Affairs under
Ministry of Consumer Affairs, Food and
Public Distribution to protect the rights
'National Action Plan for Consumer
Awareness and Redressal and
Enforcement of Consumer Protection
Act, 1986' Consumer Welfare Fund The
Centre for Consumer Studies (CCS)

15. Education and Awareness of
Consumers
Indian Institute of Public Administration
(IIPA) 'Scheme on Promoting Involvement of
Research Institutions/ Universities and
Colleges in Consumer Protection and
Consumer Welfare' is being financed and
administered by CCS, IIPA. Departments of
Consumer Affairs; Departments of Food, Civil
Supplies and Consumer Welfare; etc. which are
located in various States and Union Territories
(UTs) of the country.