Consumer Rights

CONSUMER
AWARENESS
-Aditya Agarwal-X
B

TABLE OF CONTENTS
1. What is consumer awareness? ........................................................... Slide 3
2. Features and importance of Consumer Awareness ....................... Slide 4 - 6
3. Consumer rights ..................................................................................... Slide 7
4. Consumer responsibilities .................................................................... Slide 8
5. consumer protection in modern times ............................................... Slide 9 - 10
6. Consumer Protection Act (Copra) 1986 .......................................... Slide 11
7. Machinery under the Copra .............................................................. Slide 12
8. Composition of redressal agencies .................................................. Slide 13
9. Distribution and fee required for retribution ................................. Slide 14
10. Consumer rights under the act ........................................................... Slide 15 - 16
11. Procedure of filing a consumer complaint ....................................... Slide 17 - 19
12. Consumer Awareness Survey .............................................................. Slide 20 - 21
13. Conclusion ............................................................................................... Slide 22
14. Suggestions ............................................................................................. Slide 23
15. Bibliography ........................................................................................... Slide 24

WHAT IS CONSUMER
AWARENESS?
❖ Consumers are the largest economic group in any
country.
❖ Consumer awareness means being conscious of
having knowledge about the various consumer
protection laws, redress mechanism and the consumer
rights,
❖ These include:
❖ right to protection of health and safety from goods and
services that the consumer buy.
❖ right to be informed about the quality, price, potency, purity
and standard of good.
❖ right to choose the best from a variety of others etc.

FEATURES AND IMPORTANCE
OF CONSUMER AWARENESS
❖ It is often noticed that the UNAWARE consumers do not get the
right goods and services.
❖ They are charged a very high price but adulterated or low quality
goods are sold to them.
❖ The income of every individual is limited.
❖ He wants to buy maximum goods and services with his income.
❖ He should be able to get satisfaction only by this limited adjustment.
❖ Therefore it is necessary that he should get the goods which are
measured appropriately and he should not be cheated in any way.
❖ For this he should be made AWARE.

FEATURES AND IMPORTANCE
OF CONSUMER AWARENESS
❖ Producers and sellers exploit consumers in many ways
❖ Underweighting
❖ Taking more price than the market price
❖ Selling duplicate goods etc.
❖ Big companies through their advertisement also mislead the consumers.
❖ Consumer awareness shields them from the exploitation by
producers and sellers.
❖ Awareness controls people from wastage of money and
extravagancy and inspire them to take right decision.
❖ Such consumers are not attracted by sale, concession, free gifts, attractive packing
etc.
❖ People can use their income in a right way and can save money.

❖ Many consumers are cheated due to illiteracy, innocence and
lack of information.
❖ Information about their rights should be provided to them so
that they cannot be cheated by producers and sellers.
❖ Through consumer awareness they are also made known to
the proceedings of laws so that they can help solve their
problems.
❖ Every member of the society is a consumer. So, if the
consumer is aware and rationale, then complete society
becomes healthy and alert towards their rights.
FEATURES AND IMPORTANCE OF
CONSUMER AWARENESS

CONSUMER RIGHTS
CONSUMER RIGHTS ARE A SET OF RIGHTS GOVERNED BY THE LAW THAT ALLOWS
CUSTOMERS TO HAVE THE NECESSARY INFORMATION ABOUT GOODS AND SERVICES
WHILE PURCHASING.
❖ Right to Safety: Before buying, a consumer can insist on the quality and guarantee of
the goods. They should ideally purchase a certified product like BIS, ISI or AGMARK.
❖ Right to Choose: Consumer should have the right to choose from a variety of goods and
in a competitive price
❖ Right to be informed: The buyers should be informed with all the necessary details of
the product, make them act wise, and change the buying decision.
❖ Right to Consumer Education: Consumers should be aware of their rights and avoid
exploitation. Ignorance can cost them more.
❖ Right to seek compensation: The defines that the consumer has the right to seek
redress against unfair and cruel practices or exploitation of the consumer.
❖ Right to be heard: This means the consumer will get due attention to express their
grievances at a suitable forum.
Consumer rights and responsibilities are registered under the Consumer Protection Act 1986.

CONSUMER
RESPONSIBILITIES
CONSUMER RESPONSIBILITIES INDICATE THAT CUSTOMERS HAVE A SPECIFIC
RESPONSIBILITY TOWARDS THE SOCIETY AND OTHER CONSUMERS AND HELP THEM TO
FIGHT AGAINST THE UNFAIR PRACTICE OR AT LEAST BE AWARE OF IT.
❖ Responsibility to be aware: A consumer has to be mindful of the safety and
quality of products and services before purchasing.
❖ Responsibility to think independently: Consumer should be well concerned
about what they want and need and therefore make independent choices.
❖ Responsibility to speak out: Buyer should be fearless to speak out their
grievances and tell traders what they exactly want
❖ Responsibility to complain: It’s consumer responsibility to express and file a
complaint about their dissatisfaction with goods or services in a sincere and fair
manner.
❖ Responsibility to be an Ethical Consumer: They should be fair and not engage
themselves with any deceptive practice.
Consumer rights and responsibilities are registered under the Consumer Protection Act 1986.

CONSUMER PROTECTION IN
MODERN TIMES
In the modern period, the previous traditional legal systems established by Indian
kings were replaced by new modern laws. The British introduced the English
Common Law in India along with other legislative measures for the public and in turn,
the consumers. Some of these legislations are as follows:
i. The Indian Contract Act, 1872
ii. The Sale of Goods Act, 1930
iii. Indian Partnership Act, 1932
iv. The Agricultural Produce(Grading and Marketing) Act, 1937
v. The Drugs Act, 1940
vi. The Drugs and Cosmetic Act 1940
These legislations proved to be immensely effective in saving the interests of the
consumers during the time of the British. The rules were now uniform across the
country and not arbitrary to the opinions of the various kings of the Ancient and

CONSUMER PROTECTION IN
MODERN TIMES
When India attained independence, it adopted the Anglo-Saxon system of administration of
justice. Hence, the previous legislation that was established by the British continued to function
in independent India.
Along with the existing legislation, due to the democratic nature of the Constitution, the prime
focus of the laws was the benefit of the general public, who were also consumers.
The new legislation enacted after Independence are as follows:
i. The Prevention of Food Adulteration Act, 1954
ii. The Essential Commodities Act, 1955
iii. The Monopolistic Restrictive And Unfair Trade Practises Act, 1969
iv. The Standard of Weights And Measures Act, 1976
v. The Bureau of Indian Standards Act, 1986
vi. The Consumer Protection Act, 1986
vii. The Trade Marks Act, 1999
viii. The Competition Act, 2002

CONSUMER PROTECTION ACT
(COPRA) 1986
❖ The Consumer Protection Act was passed in 1986
❖ It came into force from 1st July,1987.
❖ Main objectives of the Act are
❖ To provide better and all round protection to consumers
❖ To provide effective safeguards against different types of
exploitation such as defective goods, deficient services and unfair
trade practices.
❖ Under this Act, a three tier quasi-judiciary machinery has been
set up at District, State and National levels.
To assess the effectiveness of this act, a survey is conducted. The
findings of the survey are discussed at the end of the presentation.

MACHINERY UNDER THE
COPRA
❖ Under COPRA, three tier quasi-judiciary machinery has been
set up at District, State and National levels for
❖ Better protection of the interests of consumers
❖ To provide simple and speedy redressal of consumer disputes.
❖ The three courts are:
District Consumer Disputes Redressal Forum (DCDRF)
State Consumer Disputes Redressal Commission (SCDRC)
National Consumer Disputes Redressal Commission (NCDRC)

COMPOSITION OF
REDRESSAL AGENCIES
At present, 647 District Fora, 35 State Commissions
and at the apex level the National Consumer
Disputes Redressal Commission (NCDRC) are
functioning.
As per the Consumer Protection Act, 1986 a
consumer complaint can be filed in the :
❖ District Consumer Disputes Redressal Forum
(DCDRF): If the value of the claim is up to Rs 20
lakh
❖ State Consumer Disputes Redressal
Commission (SCDRC): If the value of the claim
exceeds Rs 20 lakhs but is within Rs one crore.
❖ National Consumer Disputes Redressal
Commission (NCDRC): If the value of the claim
exceeds Rs one crore.

DISTRIBUTION AND FEE
REQUIRED FOR RETRIBUTION
Total Value of goods or services and the
compensation claimed (in Rs)
Amount of fee
payable (in Rs)
District Forum
Up to one lakh rupees – For complainants who are
Below Poverty Line holding Antyodaya Anna
Yojana Cards
Nil
Up to one lakh rupees – For complainants other
than Antyodaya Anna Yojana card holders.
100
Above one lakh and up to five lakh rupees 200
Above five lakh and up to ten lakh rupees 400
Above ten lakh and up to twenty lakh rupees 500
State Commission
Above twenty lakh and up to fifty lakh rupees 2000
Above fifty lakh and up to one crore rupees 4000
National Commission

CONSUMER RIGHTS UNDER
THE ACT
There are six broad consumer rights defined as per the Consumer Protection Act, 1986. These are:
RIGHT TO SAFETY
The Consumer Protection Act defines this right as a protection against goods and services that are ‘hazardous
to life and property’. This particularly applies to medicines, pharmaceuticals, foodstuffs, and automobiles.
The right requires all such products of critical nature to life and property to be carefully tested and validated
before being marketed to the consumer.
RIGHT TO INFORMATION
This right mentions the need for consumers to be informed about the quality and quantity of goods being
sold. They must be informed about the price of the product and have access to other information specific to
the product that they wish to consume.
RIGHT TO CHOOSE
The consumer must have the right to choose between different products at competitive prices. Thus, the
concept of a competitive market where many sellers sell similar products must be established to ensure that the
consumer can actually choose what to consume and in what quantity. This is to avoid monopoly in the
market.

CONSUMER RIGHTS UNDER
THE ACT
RIGHT TO SEEK REDRESSAL
When a consumer feels exploited, they have the right to approach a consumer court to file a complaint. A
consumer court is a forum that hears the complaint and provides justice to the party that has been hurt. Thus,
if the consumer feels they have been exploited, they can approach the court using this right.
RIGHT TO BE HEARD
The purpose of this right is to ensure that the consumer gets due recognition in consumer courts or redressal
forums. Basically, when a consumer feels exploited, they have the right to approach a consumer court to voice
his complaint. This right gives them due respect that their complaint will be duly heard. The right empowers
consumers to fearlessly voice their concerns and seek justice in case they are exploited.
RIGHT TO CONSUMER EDUCATION
Consumers must be aware of their rights and must have access to enough information while making
consumption decisions. Such information can help them to choose what to purchase, how much to purchase
and at what price. Many consumers in India are not even aware that they are protected by the Act. Unless they
know, they cannot seek justice when they are actually hurt or exploited.

PROCEDURE OF FILING A
CONSUMER COMPLAINT
DISTRICT CONSUMER DISPUTES REDRESSAL FORUM (DCDRF) :
❖ The complaint can be made on plain paper
❖ One can file it in person or through an authorized agent, after it has been
notarized, through registered post or regular post.
❖ It is important that one serves a personal or legal notice to the opposite
party before filing the complaint.
❖ One will need to file four copies, plus additional copies for each opposite
party.
❖ Complaint must be filed within two years from the date of the cause of
action having arisen.
❖ The demand draft should be made out to the President, Consumer
Disputes Redressal Forum, (name of) district.

CONSUMER COMPLAINT
STATE CONSUMER DISPUTES REDRESSAL COMMISSION (SCDRC):
❖ Cases where the value of goods or services exceeds Rs 20 lakh
❖ Orders of the district forum can be challenged here within 30 days of the
order being passed.
❖ The demand draft should be made in favor of the registrar, (name of)
state commission and be payable in that state only.
❖ To file an appeal one needs the following:
a) Documents of record with correct name of all parties and their addresses
b) Certified copy of the district forum order
c) More than four additional copies for each respondent for filing an appeal
d) Any conditional delay, interim orders and other petitions to be submitted along with an
affidavit
e) A statutory deposit of Rs 25,000 or 50 per cent of the award / compensation amount,
whichever is less, is to be made by the appellant / opposite parties.

CONSUMER COMPLAINT
NATIONAL CONSUMER DISPUTES REDRESSAL COMMISSION (NCDRC)
❖ A dissatisfied consumer can file a complaint directly with the
national commission
❖ One can appeal against decisions of the state commission within a
month from the date of the order.
❖ The court fee is Rs 5,000 and the demand draft should be in the
name of The Registrar, National Consumer Disputes Redressal
Commission.
❖ There is no fee for filing an appeal before the state or national
commission.
❖ One can appeal against the orders of the national commission in the
Supreme Court within a period of 30 days from the passing of order
by SCDRC.

CONSUMER AWARENESS
SURVEY
Conducted by Aditya Agarwal

CONCLUSION
Our survey was answered by a small sample size of 97 people all from middle class and upper middle class,
technically qualified at a minimum of graduation level and living in metros or Tier II cities. We got some very
shocking observations:
1. A good 27% of the population doesn’t check the ingredients of the food items it buys. The deciding factor in
that case could be: brand, taste, price or just a favourable prior experience.
2. There is adequate amount of awareness about the manufacturing time stamp of the product the consumers
are buying.
3. There is an alarming need of awareness about the different standardization programs, since more than
50% of the population does not check for the standardization marks on the products they are buying.
4. There is a reasonable amount of awareness about comparing different brands selling the same items.
5. Most middle class people buy essential items. However, at times, they do get carried away and end up
buying non-essential items.
6. Most people are well aware, well read and firm on their choice about the product they want to buy and
usually don’t get influenced by the shopkeeper or friends into compromising their choice or necessity.
7. While most people voice their concern to the shopkeeper when they see an inappropriate product being
sold, there is still a 38% population which does not voice their opinions to the shopkeeper. Therefore, there
is a need to make consumers aware about their responsibilities.
8. Overall, the consumer courts have been a successful initiative by the Government. Consumers are aware

SUGGESTIONS
❖ The Government should arrange various drives and campaigns to
increase the awareness among the consumers about their rights
and responsibilities.
❖ There should be a greater awareness among the consumers about
the Consumer courts and Redressal Agencies.
❖ The Consumer Court process should be simpler, to reduce the
instances of consumers not being able to make complaints due to
lack of resources / time / money etc.

BIBLIOGRAPHY
https://consumerhelpline.gov.in/ConsumerCourt.pdf
https://gama.gov.in/ConsumerAwareness.aspx
https://en.wikipedia.org/wiki/Consumer_Protection_Act,_1986
https://consumeraffairs.nic.in/organisation-and-units/division/consumer-protection-
unit/consumer-rights

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