The document discusses India's Consumer Protection Act which was passed in 1986 to protect consumers from unfair trade practices. It aims to promote consumer welfare and empower consumers. The Act established consumer forums at the district, state and national levels to address consumer complaints. It defines who constitutes a consumer and outlines consumer rights such as the right to safety, information, choice and being heard. Government agencies and consumer organizations play a role in enforcing the act and advocating for consumers.

1. CONSUMER PROTECTION

2. INTRODUCTION TO CONSUMER
PROTECTION
 Protect consumers from exploitation and unfair
marketplace practices, to promote and advance the
social and economic welfare of consumers, to
empower consumers and to develop a culture of
consumer responsibility.
 Consumer protection consists of laws and
organizations designed to ensure the rights of
consumers as well as fair trade competition and the
free flow of truthful information in the marketplace.

3. HOW THE ACT WAS
ENACTED
 The act was passed in Lok Sabha
on9thDecember,1986
 Rajya Sabha on 10th December, 1986
 assented by the President of India on 24th
December, 1986 and
 was published in the Gazette of India on 26th
December, 1986.

4. WHO IS THE “CONSUMER”?
 Original definition limited to purchases for “personal
consumption”
 A person who has indicated his or her willingness to obtain
goods and/or services from a supplier with the intention of
paying for them.

5. CONSUMER RIGHTS
 Right to safety
 Right to information
 Right to choose
 Right to heard

6. WHO IS RESPONSIBLE FOR
CONSUMER PROTECTION
Government agencies
Ministry of Commerce,
 Investment and Consumer Affairs
Professional/Industry associations
Consumer organizations

7. Functions of a consumer protection
agency
 Advise the government on consumer issues
 Represent the consumer interest in other governmental committees
 Enforce consumer protection and competition law
 Conduct market surveys and research into consumer protection problems
 Conduct product testing for safety and quality

8. ROLE OF CONSUMER
Consumers obtain optimum benefit from their
economic resources
Ensuring that goods meet production and performance
standards
Adequate distribution channels and after sales services
Fair business practices are employed
Protection against contractual abuses
Information is adequate for consumers to make
informed decisions and exercise choice

9. CONSUMER PROTECTION AND BASIC
NEEDS
 Consumer education
 The provision of utilities
 Food
 Health care delivery
 Sustainable consumption

10. STANDARDS FOR SAFETY AND
QUALITY OF GOODS AND SERVICES
Ensure there are national standards for safety
and quality of goods and services
Such standards conform to international
standards
Facilities to test and certify goods and services
are encouraged

11. WHAT IS A COMPLAINT
“Complaint” means any allegation in
writing made my a compliant that :
I. An unfair trade practice or a restrictive trade practice has
been adopted by any trader or service provider;
II. The goods bought by him or agreed to be bought by him
suffer from one or more defects ;
III. The services hired or availed of or agreed to be hired or
availed off by him suffer from deficiency in any respect;

12. CONSUMER ORGANIZATIONS
 Need for an independent party that is non-political and
non-commercial
 Need for views of the under-represented and
vulnerable groups
 Some have wide membership and broad spectrum of
concerns
 Democracy involves participatory decision-making ;
consultation with these groups is part of the nation-
building process

13. CONSUMER CONCERNS WITH
MISLEADING ADVERTISING
Ads for products proven to be unsafe and/or
addictive (e.g., alcohol and tobacco)
Ads that target and mislead vulnerable communities
about the product
Ads that aggressively target children to consumer
foods high in fat, sugar and salt
Ads for products that contain toxic or cancer-
causing chemicals for which there is no scientific
proof of safety levels (e.g., pesticides, aspartame,
etc.)

14. CONSUMERS ARE ENCOURAGED TO
AVOID PRODUCTS THAT
Cause environmental degradation during the extraction of natural
resources or during their manufacture, use and disposal
Utilize large amounts of energy during their manufacture, use or
disposal
Cause unnecessary waste, due to over-packaging or unduly short
life span
Utilize materials derived from threatened species or environments
Adversely affect other countries and communities, especially those
in the South

15. ROLE OF (CGSI) IN CONSUMER
PROTECTION
 Formation of consumer group
 Placing consumer problem before businessmen and
government
 Solving the complaint of consumer through peaceful
 Encourage the consumer to fight in courts.

16. 16
JURISDICTION
Forum / Commission Where the value of the goods or
services and the compensation, if
any claimed,
District Forum Does not exceed Rs. 20 lakhs
State Commission Rs. 20 lakhs and above but not
exceeding One Crore
National Commission Above One Crore
Besides, State and National Commission have appellate jurisdiction also.

17. 17
APPEAL
 shall be filed within thirty days.
 Delay in filing appeal may be condoned if there
is sufficient cause.

18. SLOW GROWTH OF CONSUMER
PROTECTION ACT
 Illiteracy/poverty
 Lack of alertness among consumer
 Ignorance
 Inadequate government support
 Existing consumer association do not operate
efficiently.

19. EDUCATION AND INFORMATION
PROGRAMS
 Should involve consumer and business groups
 Particular attention to disadvantaged consumers in urban
and rural areas
 Should be included in school curriculum
 Training programs for educators, mass media professionals
and consumer advocates

20. LEADING CONSUMER
ASSOCIATION
 Consumer education and research centre(cerc)
 Akhil bhartiya grahak panchayat (pune)
 Consumer council of India
 Consumer unity trust and services(cuts)
 Consumer guidance society of India(CGSI)