This document discusses consumer protection in India. It outlines the importance of consumer protection from both the consumer and business perspective. It describes ways to protect consumers, including self-regulation, consumer awareness programs, and government intervention. The document also details consumer rights such as the right to safety, choice, and education. Corresponding consumer responsibilities are provided. The three-tier system for consumer grievance redressal at the district, state, and national level is explained. Finally, the various reliefs available to consumers are outlined.

1. Consumer Protection
Class 12 Business Studies
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2. CONSUMER PROTECTION
Consumer protection
refers to providing
education to consumers
about their rights and
responsibilities and
helping them in getting
their grievances
redressed.
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3. IMPORTANCE OF CONSUMER PROTECTION
From Consumers’ Point of
View
1. Consumer Ignorance
2. Unorganised Consumers
3. Widespread Exploitation
of Consumers
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4. IMPORTANCE OF CONSUMER PROTECTION
From Businessman’sPoint
of View
1. Long-term Interest of
Business
2. Business uses society’s
resources
3. Social Responsibility
4. Moral Justification
5. Government
Intervention
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5. WAYS AND MEANS OF CONSUMER
PROTECTION
➢Self-Regulation by business
➢ Business Associations
➢Consumer Awareness
➢Consumer Organisations
➢ Government
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6. CONSUMER RIGHTS
1. Right to Safety:The consumer
has a right to be protected
againstgoods and services
which are harmful to life and
health.
2. Right to Choose:The consumer
has the freedom to choose from
a variety of products at
competitive prices.
3. Right to be Informed:The
consumer has a right to have
complete information about the
product he intends to buy
including its ingredients, date of
manufacture, price, quantity,
directions for use, etc.
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7. CONSUMER RIGHTS
4. Right to be Heard: The consumer
has a right to file a complaint in
case of dissatisfaction with a
good or a service.
5. Right to SeekRedressal:The
consumer has a right to get
reliefs in case the product or
service falls short of his/her
expectations.
6. Right to Consumer Education:
The consumer has a right to
acquire knowledge and to be a
well-informed consumer
throughout life. He should be
aware about his rights and the
reliefs available to him.
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8. CONSUMER RESPONSIBILITIES
➢ Be aware about various
goods and services
available in the market.
➢ Buy only standardised
goods and check for
standardisation marks.
➢ Learn about the risks
associated with products
and services, follow
manufacturer’s
instructions and use the
products safely.
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9. CONSUMER RESPONSIBILITIES
➢ Read the labels
carefully.
➢ Assert yourself to
ensure that you get a
fair deal.
➢ Be honest in your
dealings.
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10. CONSUMER RESPONSIBILITIES
➢ Ask for a cash memo on
purchase of goods or services.
➢ File a complaint in an
appropriate consumer forum in
a case of a shortcoming in the
quality of goods purchased or
services availed.
➢ Form consumer societies which
would play an active part in
educating consumers and
safeguarding their interests.
➢ Respect the environment.
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11. REDRESSAL AGENCIES
For the redressal of consumer
grievances, the Consumer
Protection Act provides for
setting up three-tier
machinery at the District,
State, and the National
levels.
1. District Forum
2. State Commission
3. National Commission
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12. REDRESSAL AGENCIES
District Forum
➢ A complaint can made when
the value of the goods or
services does not exceed Rs
20 lakhs.
➢ If the aggrieved party is not
satisfied with the order, he
can appeal before the State
Commission within 30 days
of the passing of the order.
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13. REDRESSAL AGENCIES
State Commission
➢ A complaint can made when
the value of the goods or
services exceeds Rs. 20
lakhs but does not exceed
Rs. 1 crore.
➢ If the aggrieved party is not
satisfied with the order, he
can appeal before the
National Commission within
30 days of the passing of
the order.
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14. REDRESSAL AGENCIES
National Commission
➢ A complaint can made when
the value of the goods or
services exceeds Rs. 1 crore.
➢ If the aggrieved party is not
satisfied with the order, he
can appeal before the
Supreme Court.
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15. RELIEFS AVAILABLE TO A CONSUMER
• To remove the defect in goods
or deficiency in service.
• To replace the defective
product.
• To refund the price paid for the
product or service.
• To pay a reasonable amount of
compensation.
• To pay punitive damages in
appropriate circumstances.
• To discontinue the unfair trade
practice.
• Not to offer hazardous goods
for sale.
• To withdraw the hazardous
goods from sale.
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16. RELIEFS AVAILABLE TO A CONSUMER
• To cease manufacture of
hazardous goods and to desist
from offering hazardous
services.
• To pay any amount (not less
than 5% of the value of the
defective goods or deficient
services provided), to be
credited to the Consumer
Welfare Fund or any other
organisation/person.
• To issue corrective
advertisement to neutralise the
effect of a misleading
advertisement.
• To pay adequate costs to the
appropriate party.
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17. ROLE OF CONSUMER ORGANISATIONSAND
NGOS IN PROMOTING CONSUMER PROTECTION
1. Educating the general public about
consumer rights.
2. Educating consumers through
various publications.
3. Conducting comparative testing of
consumer products.
4. Encouraging consumers to strongly
protest wherever necessary.
5. Filing complaints on behalf of the
consumers.
6. Providing legal help to consumers
in seeking legal remedy.
7. Being proactive in filing cases in
consumer courts in the interest of
the general public.
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18. Thank You
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