This document summarizes key consumer protection laws and regulatory authorities in Pakistan. It outlines legislation providing protections at the federal level, such as the Islamabad Consumer Protection Act of 1995, and in North-West Frontier Province. It also discusses the Wafaqi Mohtasib (Ombudsman) for addressing consumer complaints. Regulatory authorities overseeing electricity, telecommunications and gas are covered, along with the Pakistan Standards and Quality Control Authority for product standards. The document provides an overview of the consumer protection framework in Pakistan.

1. CONSUMER LAWS IN
PAKISTAN
HAMZA ANWAR
B. Sc. (Hons.) Food Science & Technology
University of Sargodha

2. CONTENTS
• INTRODUCTION
• CONSUMER PROTECTION LEGISLATION
ISLAMABAD CONSUMER PROTECTION ACT, 1995
NWFP CONSUMER PROTECTION ACT, 1997
• STATE / ADMINISTRATIVE REGULATION
WAFAQI MOHTASIB (OMBUDSMAN) ORDER, 1983
• REGULATORY FRAMEWORKS
NATIONAL ELECTRIC POWER REGULATORY AUTHORITY
PAKISTAN TELECOMMUNICATION AUTHORITY
NATURAL GAS REGULATORY AUTHORITY
• STANDARDS AND QUALITY
PAKISTAN STANDARDS AND QUALITY CONTROL AUTHORITY ACT, 1996

3. Consumer
Consumer is a person or a group who intends to order,
or uses purchased goods, products, or services primarily
for personal, social, family, household and similar needs,
not directly related to entrepreneurial or business
activities.

4. Law
Law is a principle and regulations established in a
community by some authority and applicable to its
people, whether in the form of legislation or of
custom and policies recognized and enforced by state
authority.

5. Reason for Legislation
• To Protect against Poor Quality
• To Stop Unethical Practices
• To See Consumer Justice Is Done

7. Consumer Rights
• Right to Safety
• Right to be Informed
• Right to Choose
• Right to be Heard
• Right to Seek Redress
• Right to Consumer Education

8. Consumer Laws in Pakistan
CONSUMER PROTECTION LEGISLATION
STATE / ADMINISTRATIVE REGULATION
REGULATORY FRAMEWORKS
STANDARDS AND QUALITY
DRUG LAWS
FOOD LAWS
CONSUMER RIGHTS COMMISSION OF PAKISTAN

9. CONSUMER PROTECTION LEGISLATION
 ISLAMABAD CONSUMER PROTECTION ACT, 1995
 NWFP CONSUMER PROTECTION ACT, 1997

10. ISLAMABAD CONSUMER PROTECTION ACT, 1995
 Nature of the Act:
The Act provides for the promotion and protection of consumer
interests, and the establishment of consumer councils.
Jurisdiction:
Islamabad Capital Territory.

11. Deals with Matters
Protection against marketing of goods which are hazardous
to life and property
The provision of information about the quality, quantity,
potency, purity, standard and price of goods and services
Redress against unfair trade practices of unscrupulous
exploitation of consumers

12. Compensation:
The Court can order for payment of compensation to the consumer to
the extent the consumer has suffered any damage or loss through any
unfair trade practice.
Confiscation of Property:
The Court may order for confiscation of any goods or material or direct
for their destruction to ensure protection of the rights of consumers.

13. NWFP CONSUMER PROTECTION ACT, 1997
Nature of the Act:
To provide for fair commercial practices, promotion and protection of
consumer interests and speedy redress of consumer complaints.
Jurisdiction:
Whole of North West Frontier Province.

14. STATE / ADMINISTRATIVE REGULATION
 WAFAQI MOHTASIB (OMBUDSMAN) ORDER, 1983
Nature of the Act:
The Order provides for the appointment of the Wafaqi Mohtasib (Ombudsman) to
diagnose, investigate, redress and rectify any injustice done to a person through
mal- administration.
Jurisdiction:
Whole of Pakistan.

15. LIMITATIONS
A complaint should be made within
three months from the day the
complainant first noticed the
incidence of injustice or mal-
administration. The Mohtasib,
however, can accept cases even
after three months if he thinks it
appropriate under the
circumstances.

16. REGULATORY FRAMEWORKS
 NATIONAL ELECTRIC POWER REGULATORY AUTHORITY
 PAKISTAN TELECOMMUNICATION AUTHORITY
 NATURAL GAS REGULATORY AUTHORITY

17. NATIONAL ELECTRIC POWER REGULATORY AUTHORITY
Jurisdiction:
Pakistan
Functions of the Authority:
The Authority is responsible for providing licenses to electric power
generation, transmission and distribution service providers, regulating
the provision of electric power in Pakistan, setting the terms and
conditions of the licenses, maintaining standards of service, setting tariff,
and if appropriate renewing the license.

18. How many electric companies are in
Pakistan?
There are around 42 independent power producers (IPPs) that contribute
significantly in electricity generation in Pakistan. As of 2016, more than
99% of its population on average has access to electricity.
Punjab is the top region by electricity consumption (million kwh)
in Pakistan.
Faisalabad Electric Supply Company (FESCO)
Islamabad Electric Supply Company (IESCO)

19. PAKISTAN TELECOMMUNICATION AUTHORITY (PTA)
Jurisdiction:
Pakistan
Functions of the Authority:
The Authority is responsible for providing licenses to telecommunication
service providers and regulating the telecommunication sector in Pakistan,
setting the terms and conditions of the licenses, maintaining standards of
service, and if appropriate re-newing the license.

20. Complaints:
Consumers first make a written complaint directly to the service provider by
registered delivery or courier. If the consumer is still not satisfied with the
response, a copy of the written compliant can be attached with the
complaint to the Authority as evidence that the service provider is aware of
the complaint and of their response thereto.
Compensation:
Fine the licensee/service provider up to Rupees three hundred and fifty
million, or
Suspend or terminate the license, impose additional conditions or appoint
an Administrator to manage the affairs of the licensee.

21. NATURAL GAS REGULATORY AUTHORITY
Jurisdiction:
Whole of Pakistan
Nature of Authority:
The Authority is responsible for fostering competition, improving efficiency
of the availability, transportation and distribution of natural gas by
providing licenses to the natural gas providers, regulating their activities,
setting the terms and conditions of the licenses, maintaining standards of
service, and if appropriate renewing/cancelling licenses.

22. Offences:
Any person who undertakes any regulated activity in contravention of this
Ordinance.
If any person, without lawful excuse, willfully or recklessly undertakes any
regulated activity which causes physical damage to the person or property
of another.
If any person does any act with the intention of interfering, without
authorization, with any licensed regulated activity, and thereby causes
damage to any facility, plant, equipment or material employed for such
regulated activity.

23. STANDARDS AND QUALITY
PAKISTAN STANDARDS AND QUALITY CONTROL AUTHORITY ACT,
1996
Jurisdiction:
Whole of Pakistan
Nature of the Act:
To maintain and control quality and standards by granting licenses
and certificates for the use of standard quality, conformity and/or
safety marks in respect of particular article, product or process.

24. Functions of the Authority:
Section 8,10,11,14,20,22
• Registration of inspection agencies
• No person shall use, in relation to any article, product or process or in the
title of any patent or in any trade marks or design the Authority marks
except under a license or certificate issued under this Act.
Penalties
 Imprisonment up to 1 year, and/or
 Fine not less than 30 thousand rupees, and/or
 Forfeiture of any property with respect to which the contravention took
place.

25. REFERANCE
• https://www.legal-insurance-blog.com/3-major-reasons-for-
consumer-protection/
• https://consumeraffairs.nic.in/organisation-and-
units/division/consumer-protection-unit/consumer-rights
• https://www.pta.gov.pk/en/industry-support/home/list-of-operators
• https://mohtasib.gov.pk/Detail/OGM4YzViMzItYzUzMS00MDVjLWJkZj
AtZTEyMjBmMWY3NWVm