11/13/2011 4:00:43 AM   by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com   1
Consumer is the real deciding factor for all economic activities. It is nowuniversally accepted that the extent of consume...
Recognising this, a well placed organisational set up has been createdboth at the Central and State level. At the central,...
The Consumer Protection Act, 1986 is the most important legislation enacted toprovide for effective safeguards to consumer...
The Weights and Measures Unit, under the Department of Consumer Affairs has been set upto promote use of exact and correct...
Further, Consumer Welfare Fund has been set up to provide financial assistance for promotingand protecting the welfare of ...
The success of spreading consumer movement in the country would depend upon the level ofconsumer vigilance about their rig...
Meaning and ConceptEvery individual is a consumer, regardless of occupation, age,gender,community or religious affiliation...
As per the Act, a Consumer has been defined as: Any person who buys goods for consideration,and any person who uses goods ...
The    Act    envisages   thepromotion and protection ofthe   following    rights  ofconsumers:11/13/2011 4:00:43 AM   by ...
1.Right to Safety Means right to be protected against themarketing of goods and services, which are hazardous to lifeand p...
Right to be Informed Means right to be informed about the quality,quantity, potency, purity, standard and price of goods s...
2.Right to Choose Means right to be assured, wherever possible ofaccess to variety of goods and services at competitive pr...
3.Right to be Heard Means that consumers interests will receive dueconsideration at appropriate forums. It also includes r...
4.Right to Seek Redressal Means right to seek redressal against unfairtrade practices or unscrupulous exploitation of cons...
5.Right to Consumer Education Means the right to acquire the knowledge and skill tobe an informed consumer throughout life...
Legal Framework                   of      consumer protection act 198611/13/2011 4:00:43 AM   by Dr.Rajesh Patel,Director,...
Enactment of the Consumer Protection Act,1986 marked one of the most importantmilestones in the consumer movement in the c...
The provisions of this Act cover Products as well as ‘Services. Theproducts are those which are manufactured or produced a...
Objects of the Act are:Protection of Interests of ConsumersProtection of Rights of ConsumersEstablishment of Consumer Prot...
This Act was amended in 2002 in the form of Consumer Protection(Amendment) Act, 2002. Some of the important amendments mad...
In exercise of the powers conferred by the Consumer Protection Act, theCentral Government has formulated the Consumer Prot...
11/13/2011 4:00:44 AM   by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com   23
Protection and promotion of consumers rights and interests is a vitalfunction of the Government of any economy. It is basi...
Accordingly, both public and private sectors are undertaking several policy initiatives,schemes and incentives to promote ...
Consumers need to be made aware and educated about their existing rights, whichare:(i) right to be protected against the m...
At the Central level, the Department of Consumer Affairs hasbeen set up under the Ministry of Consumer Affairs, Food andPu...
National Action Plan for Consumer Awareness and Redressaland Enforcement of Consumer Protection Act, 1986 forconsumers pro...
has been set up to facilitate in-depth action research in the area of consumerprotection and education. As a part of the i...
11/13/2011 4:00:44 AM   by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com   30
The Department of Consumer Affairs, under Ministry of Consumer Affairs, Food and PublicDistribution, has been implementing...
•Release of print advertisements through national as well as regional newspapers inEnglish, Hindi and other regional langu...
•Tie-up with Department of Post for display of posters regarding consumer awareness.Dissemination of Meghdoot Post Cards t...
As part of the consumer awareness scheme, the Department is also inthe process of launching joint publicity campaign with ...
Further, the Department of Consumer Affairs is operating the ConsumerWelfare Fund with the overall objective of providing ...
The scheme of Consumer Clubs, under the Consumer Welfare Fund, was launched in 2002,according to which a consumer club to ...
One of the important scheme under Consumer Welfare Fund is the Scheme on PromotingInvolvement of Research Institutions/ Un...
Centre for Consumer Studies (CCS) has been set up as a dedicated centre under IIPA togive boost to the efforts of the Gove...
Besides, A Consumer Online Research and Empowerment (CORE) Centre has been set up incollaboration with Consumer Coordinati...
National Consumer Helpline project has also been launched by the Department of ConsumerAffairs in coordination with Delhi ...
Moreover, the Bureau of Indian Standards (BIS) also has a full fledged Grievance Cell functioningat its Headquarter in Del...
IPR and Consumer ProtectionA strong intellectual property right (IPR) regime is a critical precondition for enhancingand s...
Consumer Complaints Redressal11/13/2011 4:00:44 AM   by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com   43
Consumer Grievance Redressal Cell (CGRC) and ConsumerCoordination Council (CCC)The department had set up a Consumer Grieva...
Redressal Mechanism As per the Consumer Protection ActWho Can File A ComplaintA complainant in relation to any goods or se...
•What Constitutes a Complaint    A complaint means any allegation in writing made by a complainant that-•An unfair trade p...
•How to File a Complaint•A complaint can be filed on a plain paper. It should contain-    oThe name description and addres...
•Where to File a Complaint (depends upon thecost of the goods or services or thecompensation asked)•District Forum: if it ...
Issues and ProblemsGlobalization has made the world smaller by integrating the global markets. This has exposed the consum...
11/13/2011 4:00:44 AM   by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com   50
11/13/2011 4:00:44 AM   by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com   51
11/13/2011 4:00:44 AM   by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com   52
11/13/2011 4:00:44 AM   by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com   53
11/13/2011 4:00:44 AM   by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com   54
11/13/2011 4:00:44 AM   by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com   55
11/13/2011 4:00:44 AM   by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com   56
11/13/2011 4:00:44 AM   by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com   57
11/13/2011 4:00:44 AM   by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com   58
11/13/2011 4:00:44 AM   by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com   59
11/13/2011 4:00:44 AM   by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com   60
11/13/2011 4:00:44 AM   by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com   61
11/13/2011 4:00:44 AM   by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com   62
11/13/2011 4:00:44 AM   by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com   63
11/13/2011 4:00:44 AM   by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com   64
11/13/2011 4:00:44 AM   by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com   65
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Consumer's rights in india

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  • By not allowing users to download your work you have defeated the very purpose for which you have placed it in such a site called SlideShare. We would have been much more appreciative of your work, had it been free to download. I don't believe in crass plagiarism of someone's work but its easier to refer data saved on our system. Anyway thanks for placing it in public domain.
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  • Dear Sir,
    This is to inform you that my name is sanjay halder mts data card no.8647904856. I was trying to change my connection postpaid to prepaid from 15/10/2013 to till date. I was visit to your nearest MTS outlet (Bandel) with the self-attested photocopies and meet with Mr. shrikant (9143888997/8100111577).He said customer care give you wrong information if you want to use prepaid mts data you have to buy new prepaid data card and after that I have buy a new data card . A few month ago your executive was call me and told me to pay outstanding bill which is 521 and I just told him I will pay right now if you change my data card into postpaid to prepaid he said I will send a executive he will collect you outstanding amount .you have to submit your documents and written migration request for postpaid to prepaid migration I said ok but no executive is come till date. A few days ago I was call to Mr. Arajit (8420083897)and told my problem even this time I request that I am paying the amount just give me a mail that you will change my postpaid data into prepaid with in three month , six month or one year . but he said this is not possible from my end . so kindly tell me my demand is illegal or legal because when I fill up and sing the MTS Data Card (8647904856) CAF any where is not mention that I will not change my connection into postpaid to prepaid even back side of CAF. Right now you are mentally harassed me. Today I lady was call me she said she is calling from Delhi court. I asked her why you call me she said a case is resisted with you name, case no:DL51014/14 and give me a number of Mr. Vikram rana(09953524710) when I was call to Mr. Vikram rana his P.A was receive the call and I told the case number he said very rudely you have to pay or I will refer the case in your local police station. So kindly tell me what is my OFFENCE give me a valid reason . (1) I am guilty for demanding post to pre (2) I am guilty for visit you outlet (3) I am guilty for ready to pay against post to pre (4) I am guilty for requesting to your executive . one more thing I was always pay bills with all tax(service tax) in time and I am ready to pay my all outstanding . but you have give me the services because you charge me for that so post to pre is a kind of service .
    Contact me as soon as possible (9748278665 contact day and any time)
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Consumer's rights in india

  1. 1. 11/13/2011 4:00:43 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 1
  2. 2. Consumer is the real deciding factor for all economic activities. It is nowuniversally accepted that the extent of consumer protection is a trueindicator of the level of progress in a nation. The growing size andcomplexity of production and distribution systems, the high level ofsophistication in marketing and selling practices and forms of promotionlike advertising, etc has contributed to the increased need for consumerprotection. 11/13/2011 4:00:43 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 2
  3. 3. Recognising this, a well placed organisational set up has been createdboth at the Central and State level. At the central, Department ofConsumer Affairs, under Ministry of Consumer Affairs, Food and PublicDistribution is the nodal organisation for the protection of rights ofconsumers, redressal of consumer grievances and promotion ofstandards of goods and services, etc. 11/13/2011 4:00:43 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 3
  4. 4. The Consumer Protection Act, 1986 is the most important legislation enacted toprovide for effective safeguards to consumers against various types of exploitationsand unfair dealings, relying on mainly compensatory rather than a punitive orpreventive approach. The Act has set up a three-tier quasi-judicial consumer disputesredressal machinery at the National, State and District levels, for expeditious andinexpensive settlement of consumer disputes. It also postulates establishment ofConsumer Protection Councils at the Central and State levels for the purpose ofspreading4:00:43 AM 11/13/2011 consumer awareness. by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 4
  5. 5. The Weights and Measures Unit, under the Department of Consumer Affairs has been set upto promote use of exact and correct weighing and measuring instruments. Bureau of IndianStandards (BIS) has been set up under Bureau of Indian Standards Act, 1986 as the NationalStandards Body of India. It is engaged in formulation of quality standards of goods or servicesas well as their certification through Quality Certification Schemes. 11/13/2011 4:00:43 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 5
  6. 6. Further, Consumer Welfare Fund has been set up to provide financial assistance for promotingand protecting the welfare of the consumers. As a part of the initiative of the fund, the Centrefor Consumer Studies (CCS) at the Indian Institute of Public Administration (IIPA) has been set upto facilitate in-depth action research in the area of consumer protection and education. 11/13/2011 4:00:43 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 6
  7. 7. The success of spreading consumer movement in the country would depend upon the level ofconsumer vigilance about their rights and responsibilities. 11/13/2011 4:00:43 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 7
  8. 8. Meaning and ConceptEvery individual is a consumer, regardless of occupation, age,gender,community or religious affiliation. Consumer rights and welfareare now an integral part of the life of an individual and we all have madeuse of them at some or the other point in our daily routine. Every year15th March is observed as "World Consumer Rights Day". Itcommemorates a historic declaration (1962) by former US PresidentJohn F. Kennedy of four basic consumer rights: 11/13/2011 4:00:43 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 8
  9. 9. As per the Act, a Consumer has been defined as: Any person who buys goods for consideration,and any person who uses goods with the approval of the purchaser.Any person who hires any service(s) for a consideration and any beneficiary of such services,provided the service is availed with the approval of the person who had hired the service for aconsideration.Moreover, the consideration for either the goods or services may be either paid or promised, orpartly paid or promised, or provided under a system of deferred payment. 11/13/2011 4:00:43 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 9
  10. 10. The Act envisages thepromotion and protection ofthe following rights ofconsumers:11/13/2011 4:00:43 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 10
  11. 11. 1.Right to Safety Means right to be protected against themarketing of goods and services, which are hazardous to lifeand property. The purchased goods and services availed ofshould not only meet their immediate needs, but also fulfillong term interests. Before purchasing, consumers shouldinsist on the quality of the products as well as on theguarantee of the products and services. They shouldpreferably purchase quality marked products such as ISI,AGMARK, etc. 11/13/2011 4:00:43 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 11
  12. 12. Right to be Informed Means right to be informed about the quality,quantity, potency, purity, standard and price of goods so as to protectthe consumer against unfair trade practices. Consumer should insist ongetting all the information about the product or service before making achoice or a decision. This will enable him to act wisely and responsiblyand also enable him to desist from falling prey to high pressure sellingtechniques. 11/13/2011 4:00:43 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 12
  13. 13. 2.Right to Choose Means right to be assured, wherever possible ofaccess to variety of goods and services at competitive price. In case ofmonopolies, it means right to be assured of satisfactory quality andservice at a fair price. It also includes right to basic goods and services.This is because unrestricted right of the minority to choose can mean adenial for the majority of its fair share. This right can be better exercisedin a competitive market where a variety of goods are available atcompetitive prices. 11/13/2011 4:00:43 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 13
  14. 14. 3.Right to be Heard Means that consumers interests will receive dueconsideration at appropriate forums. It also includes right to berepresented in various forums formed to consider the consumerswelfare. The consumers should form non-political and non-commercialconsumer organizations which can be given representation in variouscommittees formed by the Government and other bodies in mattersrelating to consumers. 11/13/2011 4:00:43 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 14
  15. 15. 4.Right to Seek Redressal Means right to seek redressal against unfairtrade practices or unscrupulous exploitation of consumers. It alsoincludes right to fair settlement of the genuine grievances of theconsumer. Consumers must make complaint for their genuinegrievances.Many a times their complaint may be of small value but itsimpact on the society as a whole may be very large. They can also takethe help of consumer organisations in seeking redressal of theirgrievances. 11/13/2011 4:00:43 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 15
  16. 16. 5.Right to Consumer Education Means the right to acquire the knowledge and skill tobe an informed consumer throughout life. Ignorance of consumers, particularly ofrural consumers, is mainly responsible for their exploitation. They should know theirrights and must exercise them. Only then real consumer protection can be achievedwith success.Thus, the concern of consumer protection is to ensure fair trade practices; quality ofgoods and efficient services with information to the consumer with regard to quality,quantity, potency, composition and price for their choice of purchase. Such aconsumer protection policy creates an environment whereby the clients, customers,and consumers receive satisfaction from the delivery of goods and services needed bythem. 11/13/2011 4:00:43 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 16
  17. 17. Legal Framework of consumer protection act 198611/13/2011 4:00:43 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 17
  18. 18. Enactment of the Consumer Protection Act,1986 marked one of the most importantmilestones in the consumer movement in the country. It is one of the benevolentsocial legislation intended to protect the large body of consumers from exploitation.The Act has come as a panacea for consumers all over the country and has assumedthe shape of practically the most important legislation in the country during the lastfew years. It has become the vehicle for enabling people to secure speedy and in-expensive redressal of their grievances. With the enactment of this law, consumersnow feel that they are in a position to declare sellers beware whereas previously theconsumers were at the receiving end and generally told buyers beware. 11/13/2011 4:00:43 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 18
  19. 19. The provisions of this Act cover Products as well as ‘Services. Theproducts are those which are manufactured or produced and sold toconsumers through wholesalers and retailers. The services are of thenature of transport, telephones, electricity, constructions, banking,insurance, medical treatment, etc. The services by and large includethose provided by professionals such as Doctors, Engineers, Architects,Lawyers, etc. The Objects of the Act are: 11/13/2011 4:00:43 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 19
  20. 20. Objects of the Act are:Protection of Interests of ConsumersProtection of Rights of ConsumersEstablishment of Consumer Protection CouncilsEstablishment of Consumer Dispute RedressalAgencies 11/13/2011 4:00:43 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 20
  21. 21. This Act was amended in 2002 in the form of Consumer Protection(Amendment) Act, 2002. Some of the important amendments made byit include:Creation of benches of the National Commission and State commissionsand holding of circuit benchesPrescribing time-frame for admission of complaint, issue of notices anddisposal of complaintRecovery of compensation amount ordered by the redressal agencythrough certificate case in the same manner as arrears of land revenueProvision for issue of interim orders by redressal agenciesEstablishment of Consumer Protection Council at District levelRevision of pecuniary jurisdiction in respect of redressal agencies atdistrict levelsInclusion of sale of spurious goods/services as unfair trade practices 11/13/2011 4:00:44 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 21
  22. 22. In exercise of the powers conferred by the Consumer Protection Act, theCentral Government has formulated the Consumer ProtectionRules,1987. Similarly, the National Consumer Disputes RedressalCommission with the previous approval of the Central Government, hasformulated the Consumer Protection Regulations, 2005. These havebeen framed to give effect to the provisions of the Act, make them moreexplicit as also to further simplify the procedures with a view to servingbetter the interests of the aggrieved consumers. 11/13/2011 4:00:44 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 22
  23. 23. 11/13/2011 4:00:44 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 23
  24. 24. Protection and promotion of consumers rights and interests is a vitalfunction of the Government of any economy. It is basically a social andpolitical necessity and is essential for all round progress of the country.In rapidly changing business environment and emerging global markets,expectations of the people of the country for better services, qualitygoods, availability of choices and value for money has been continuouslyrising. 11/13/2011 4:00:44 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 24
  25. 25. Accordingly, both public and private sectors are undertaking several policy initiatives,schemes and incentives to promote consumers welfare in the country. They aremaking all efforts to ensure that consumers are provided with every relevantinformation in order to avoid any kind of exploitation and given a rational choice inselection of products and services from the market. 11/13/2011 4:00:44 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 25
  26. 26. Consumers need to be made aware and educated about their existing rights, whichare:(i) right to be protected against the marketing of goods and services, which arehazardous to life and property;(ii) right to be informed about the quality, quantity, potency, purity, standard and priceof goods so as to protect the consumer against unfair trade practices;(iii) right to be assured, wherever possible of access to variety of goods and services atcompetitive price;(iv) right to be represented in various forums formed to consider the consumerswelfare;(v) right to seek redressal against unfair trade practices or unscrupulous exploitation ofconsumers; and(vi) right to acquire the knowledge and skill to be an informed consumer throughoutlife. That is, there is need to generate consumer awareness on large scale about basicaspects such as maximum retail price (MRP), Hallmarking of gold jewellery, IndianStandard Institute (ISI) mark on products and expiry dates. 11/13/2011 4:00:44 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 26
  27. 27. At the Central level, the Department of Consumer Affairs hasbeen set up under the Ministry of Consumer Affairs, Food andPublic Distribution to protect the rights of consumers,promote standards of goods and services as well as forredressal of consumer grievances. It has been undertakingNational Action Plan for Consumer Awareness and Redressaland Enforcement of Consumer Protection Act, 1986 11/13/2011 4:00:44 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 27
  28. 28. National Action Plan for Consumer Awareness and Redressaland Enforcement of Consumer Protection Act, 1986 forconsumers protection and creating awareness among them.It is operating Consumer Welfare Fund which aims to providefinancial assistance for promoting and protecting the welfareof the consumers as well as strengthening the voluntaryconsumer movement in the country. The Centre forConsumer Studies (CCS) at the Indian Institute of PublicAdministration (IIPA) h 11/13/2011 4:00:44 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 28
  29. 29. has been set up to facilitate in-depth action research in the area of consumerprotection and education. As a part of the initiative of the Fund, the Scheme onPromoting Involvement of Research Institutions/ Universities and Colleges inConsumer Protection and Consumer Welfare is being financed and administered byCCS, IIPA. While, at the State level, initiatives with respect to consumers welfare bypromoting awareness and education among them are handled by Departments ofConsumer Affairs; Departments of Food, Civil Supplies and Consumer Welfare; etc.which are located in various States and Union Territories (UTs) of the country. 11/13/2011 4:00:44 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 29
  30. 30. 11/13/2011 4:00:44 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 30
  31. 31. The Department of Consumer Affairs, under Ministry of Consumer Affairs, Food and PublicDistribution, has been implementing several schemes and campaigns to create consumerawareness in the country. Some of these can be listed as follows:- During 10th Five Year Plan,Central plan scheme on consumer awareness was launched with a total outlay of Rs. 15 crores.In the last 2 years of 10th Plan, the outlay was stepped up to Rs. 69.4 crores each year.During 11th Five Year Plan, the scheme on consumer affairs with an outlay of Rs. 409 has beenapproved. An amount of Rs. 45 crores was spent on the above scheme during 2007-08. In thefinancial year 2008-09, with an outlay of Rs. 75 crores, the following activities are beingundertaken as part of the consumer awareness scheme:- 11/13/2011 4:00:44 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 31
  32. 32. •Release of print advertisements through national as well as regional newspapers inEnglish, Hindi and other regional languages through DAVP.•Video spots on various consumer related issues such as MRP, ISI mark, Hallmarking ofgold, expiry date, grievance redressal system, consumer forums, weights and measures,etc. are being telecast through the vast network of DD National, DD news, DD India, DDBharti, Lok Sabha TV and Regional Kendras of Doordarshan as well as through SatelliteChannels like Sony, Star Plus, Zee TV Network, etc.•Audio spots through All India Radio (AIR) and private FM channels through DAVP. 11/13/2011 4:00:44 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 32
  33. 33. •Tie-up with Department of Post for display of posters regarding consumer awareness.Dissemination of Meghdoot Post Cards to reach far-flung rural areas including North-Eastern States.•Printing and distribution of publicity material through DAVP.•Release of advertisements through the journals of Publication Division under Ministry ofInformation and Broadcasting to spread the message of consumer awareness.•Outdoor publicity through Song and Drama Division of Ministry of Information andBroadcasting which has organized more than 1000 programmes in all the States/UTs tocreate awareness at grassroot level. 11/13/2011 4:00:44 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 33
  34. 34. As part of the consumer awareness scheme, the Department is also inthe process of launching joint publicity campaign with suchMinistries/Departments that are directly dealing with issues involvingconsumers, such as, Department of Chemicals and Fertilizers, Ministryof Health and Family Welfare, etc. A joint publicity campaign withBureau of Energy Efficiency (BEE) is already underway. 11/13/2011 4:00:44 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 34
  35. 35. Further, the Department of Consumer Affairs is operating the ConsumerWelfare Fund with the overall objective of providing financial assistancefor promoting and protecting the welfare of the consumers as well asstrengthening the voluntary consumer movement in the country,particularly in the rural areas. So far, a sum of about Rs. 136.60 Croreshas accrued to the Fund and an expenditure of Rs. 44.76 Crores havebeen incurred. 11/13/2011 4:00:44 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 35
  36. 36. The scheme of Consumer Clubs, under the Consumer Welfare Fund, was launched in 2002,according to which a consumer club to be set up in each Middle/Higher/Higher SecondarySchools/Colleges affiliated to a government recognized Board/University. A grant of Rs.10,000 per consumer club is admissible under this scheme. This scheme has beendecentralised and transferred to the Governments of States/UTs with effect from 1.04.2004. 11/13/2011 4:00:44 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 36
  37. 37. One of the important scheme under Consumer Welfare Fund is the Scheme on PromotingInvolvement of Research Institutions/ Universities and Colleges in Consumer Protection andConsumer Welfare which is being administered by Centre for Consumer Studies (CCS),Indian Institute of Public Administration (IIPA). The objectives of the Scheme are to: Sponsorresearch and evaluation studies in the field of consumer welfare ;Identify and provide solution to the practical problems faced by consumers;Have necessary inputs for formulation of policy/program/ scheme for the protection andwelfare of consumers;Provide grants for publication of the results of research and evaluation studies and otherrelated literature ; andSponsor Seminars/Workshops/Conferences, etc. on consumer related issues and to sanctiongrants for organizing such programs.11/13/2011 4:00:44 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 37
  38. 38. Centre for Consumer Studies (CCS) has been set up as a dedicated centre under IIPA togive boost to the efforts of the Government in the area of consumer protection andconsumer welfare. The aim of the Centre is to perform, facilitate and promote betterprotection of consumers’ rights and interests with special reference to rural India. Theother objectives of the Centre are to: Conduct/ facilitate in-depth action research inthe area of consumer protection and consumer welfare;Organize and help other organizations in training of personnel engaged inadministration and adjudication of consumer justice in the country;Network with the other institutions/ organisations, nationally and internationally,working for the cause of consumer rights protection;Organise seminars/ workshops/ conferences/ round tables on the contemporary issuesrelating to consumer protection;Sensitise trade and industry and the service providers to the requirements of theconsumers, especially to alternative and informal mechanisms to resolve theircomplaints and redress their grievances; Create resource center for future researchand publish books/ monographs/ occasional papers to fill up existing knowledge gap;andProvide policy inputs to the Department of Consumer Affairs from time to time. 11/13/2011 4:00:44 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 38
  39. 39. Besides, A Consumer Online Research and Empowerment (CORE) Centre has been set up incollaboration with Consumer Coordination Council (CCC). It is intended to provide the mostscientific and effective system of collection and dissemination of consumer relatedinformation to generate consumer awareness and empowerment of all sections of thesociety. It is the only authorized agency of Department of Consumer Affairs to handle onlineconsumer complaints for redressal through mediation. By accessing the online ComplaintRedressal System in the CORE, the consumers can register themselves and lodge theirgrievance online.11/13/2011 4:00:44 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 39
  40. 40. National Consumer Helpline project has also been launched by the Department of ConsumerAffairs in coordination with Delhi University, Department of Commerce, at an approved cost ofRs. 3.12 crores. Consumers from all over the country can dial toll-free number 1800-11-4000and seek telephonic for problems that they face as consumers. The Helpline intends to deal withproblems related to telecom, courier, banking, insurance, financial services, etc. It seeks toprovide assistance for out of court settlements of consumer disputes as well as createawareness amongst consumers regarding their rights and responsibilities. From the monthlyreports received, it is seen that 36826 calls have been received in the Helpline from January2007 to 31st December 2007, from 31 States/UTs across the country. So far, a sum of Rs. 205.5lakhs has been released for this project. The timing of toll free number facility available toconsumers is from 9:30 AM to 5:30 PM on all working days (Monday-Saturday). 11/13/2011 4:00:44 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 40
  41. 41. Moreover, the Bureau of Indian Standards (BIS) also has a full fledged Grievance Cell functioningat its Headquarter in Delhi with Public Grievance Officers at all its Regional and Branch Offices toprovide consumers with prompt attention and speedy redressal of their grievances. Consumerscan lodge the complain regarding the following:- Quality of BIS certified product.Services of BIS such as sales, library, technical information services, general services, etc.Activities of BIS such as standard formulation, product and management systems certification,laboratory testing, etc.Unauthorized use of BIS Standard Mark by licensees/applicants/others.Irregularities in operation and misuse of licence by BIS licensees.False/misleading advertisements and claims by licensees/applicants/non-licensees.Delays in grant/renewal of licensees, etc. 11/13/2011 4:00:44 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 41
  42. 42. IPR and Consumer ProtectionA strong intellectual property right (IPR) regime is a critical precondition for enhancingand stimulating economic growth in the country. It facilitates greater investment intothe research and development as well as provides means to improve the quality of lifeof people of the country. IPR not only protects the innovative and creative capacity ofcompetitors and owners of IP rights that supply goods and services, but it also concernitself with the interests of the consumers of those goods and services, directly orindirectly. The existence of such rights is necessary for overall development of society.The areas of intellectual property that are most relevant for consumer protection areTrade Marks, Geographical Indications and Protection against unfair competition. Atrade mark is a sign which is used in the course of trade and distinguishes goods orservices of one enterprise from those of other enterprises. While, a geographicalindication is an indication used to identify goods having special characteristicsoriginating from a definite geographical territory. These IP rights help the consumers inbuying quality products and protect them from use of substandard products which maycause health and safety hazards. Thus, the proper operation of IP rights and theirenforcement is very important for consumers. Further, it is the core of IP system thatpeople of the country must be protected from unfair competition, that is, from any actof dishonest practice in trade and business. 11/13/2011 4:00:44 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 42
  43. 43. Consumer Complaints Redressal11/13/2011 4:00:44 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 43
  44. 44. Consumer Grievance Redressal Cell (CGRC) and ConsumerCoordination Council (CCC)The department had set up a Consumer Grievance Redressal Cell (CGRC)in February 2002, for providing services for redressal of complaints ofthe consumers belonging to the following categories: Sale of defectivegoods or deficient services and charging of higher prices, etc.General grievances including those received from the Cabinet Secretaryand the PMO related to consumer matters.Attending to the consumer complaints appearing in the columns of thenewspapers to the extent possible. 11/13/2011 4:00:44 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 44
  45. 45. Redressal Mechanism As per the Consumer Protection ActWho Can File A ComplaintA complainant in relation to any goods or services may be filled by- A consumer or Any voluntary consumer association registered under the Companies Act, 1956 (1of 1956)or under any other law for the time being in force or The Central Government or any State Government; or One or more consumers, where there are numerous consumers having the same interest or In case of death of a consumer, his legal heir or representativeA power of attorney holder cannot file a complaint under the Act. 11/13/2011 4:00:44 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 45
  46. 46. •What Constitutes a Complaint A complaint means any allegation in writing made by a complainant that-•An unfair trade practice or a restrictive trade practice has been adopted by any trader orservice provider•The goods bought by him or agreed to be bought by him; suffer from one or moredefects•The services hired or availed of or agreed to be hired or availed of by him suffer fromdeficiency in any respect•A trader or service provider, as the case may be, has charged for the goods or for theservice mentioned in the complaint a price in excess of the price fixed by or under anylaw for the time being in force or displayed on the goods or any package containing suchgoods or displayed on the price list exhibited by him by or under any law for the timebeing in force or agreed between the parties•Goods which will be hazardous to life and safety when used or being offered for sale tothe public•Services which are hazardous or likely to be hazardous to life and safety of the publicwhen used, are being offered by the service provider which such person could haveknown with due diligence to be injurious to life and safety. 11/13/2011 4:00:44 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 46
  47. 47. •How to File a Complaint•A complaint can be filed on a plain paper. It should contain- oThe name description and address of the complaints and the opposite party oThe Facts relating to complaint and when and where it arose. oDocuments in support of allegations in the complaint oThe relief which the complainants is seeking oThe complaint should be signed by the complainants or his authorized agent.•No lawyer required for filing the complaint•Nominal court fee 11/13/2011 4:00:44 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 47
  48. 48. •Where to File a Complaint (depends upon thecost of the goods or services or thecompensation asked)•District Forum: if it is less than Rs. 20 lakhs•State Commission: if more than Rs. 20 lakhs but lessthen Rs. 1 crore•National Commission: if more than Rs. 1 crore 11/13/2011 4:00:44 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 48
  49. 49. Issues and ProblemsGlobalization has made the world smaller by integrating the global markets. This has exposed the consumersto the wide range of products and services available in the market. It has, on one hand, given them a greaterchoice of products and brands with lower costs. While, on the other hand, it has made consumers more andmore quality consciousness and aware of their rights. As a result, they are able to voice their concerns aboutvarious problems and issues faced by them. Some of the commonly raised problems are:§Adulteration of food substances by traders through addition of substances which are injurious to health orremoval of substances which are nutritious or by lowering their quality standards§Misleading advertisements of goods and services in television, newspapers and magazines to influence theconsumers demand for the same§Variations in the contents filled in the package of goods§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 in supply of goods§Production of low quality goods in bulk quantities§Illegal fixation of Maximum Retail Price (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 regarding the product§Non-fulfilment of guarantee or warrantee etc. All such issues and problems must be handled more efficiently both at the Centre and the State level, with a view to protect the interests of the consumers and promote their welfare. 11/13/2011 4:00:44 AM by Dr.Rajesh Patel,Director,NRV MBA ,email:1966patel@gmail.com 49
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