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Chapter – 11

CONSUMER PROTECTION
A customer is the most important person in our premises.
He is not dependent on us, we are dependent on him.
He is not an interruption in our work; he is a purpose of it.
He is not an outsider of our business; he is a part of it.
We are not doing him a favour by serving him.
He is doing us a favour by giving us an opportunity to do so
------ Mahatma Gandhi

Consumer is said to be the king in a free market economy. The earlier approach of
“Caveat emptor” (let the buyer beware) has been changed to “Caveat venditor” (let the seller
beware).

With the growing competition and to push up the sales, businessmen indulge in exploitative
and unfair trade practices which include supply of defective and unsafe products, adulteration,
false and misleading advertising, hoarding, black marketing etc., so there arises the need for
providing protection to consumers.

Consumer - Definition

Consumer Protection Act, 2019 defines a consumer is an individual or organization who

buys goods and services for a consideration.

Some other definitions for consumer are as follows:

1. The person who buys any goods for a consideration.

2. A person who hires or avails of any services for a consideration.

Importance of Consumer Protection

Consumers point of view:

1. Consumer ignorance – In usual practice, consumers are innocent and ignorant about
their rights and reliefs against unfair trade practices. Consumer protection protects
them through consumer education.
2. Unorganized consumers – Consumers need to be organized in the form of consumer
organizations which would protect their interest.
3. Consumer exploitation – Consumers need protection against unfair trade practices
like defective and unsafe products, black marketing, hoarding, adulteration etc.

Business point of view:

1. Long term interest of business – Satisfied customers only provide repeat sales, but
also give good feedback to the prospective customers. This will help to increase sales.
2. Use of resources from the society – As the business makes use of society’s
resources, it has the obligation to give reasonable return to the nation and its people.
3. Social responsibility – A business has social responsibilities towards different groups
like shareholders, employees, etc. Therefore it should not be an exploiter but must be a
servant.

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4. Moral justification – It is the moral duty of any business to protect the interest of
consumers. Exploitative, and unfair trade practices must be avoided.
5. Government intervention – A business engaging in any form of exploitative trade
practices would invite government intervention.

Common unfair trade practices

 Adulteration  Exorbitant price

 Black marketing  Misleading advertisement
 False weights  Duplication of brands
 Poor quality

Consumer Rights

1. Right to safety – Consumers have the right to be protected against the goods which
are hazardous to health and safety. Manufacturing defects in electrical goods, pressure
cookers etc. may endanger the life of consumers.

2. Right to be informed – It implies that the producer should disclose all the facts
regarding his products. Information as to the quantity, quality, price, date of
manufacture, ingredients, precautions of use etc. should be given.

3. Right to be assured (Right to choose) – The consumer has the freedom to choose
from variety of goods and services at competitive prices.

4. Right to be heard – Every consumer would like to be assured that complaints or

grievances regarding a product or service will be considered.

5. Right to seek redressal – When the consumers are cheated or exploited they have the
right to get compensation.

6. Right to consumer education – A consumer can get protected against fraud and
malpractices only with the help of knowledge and proper education, he should know the
rights and remedies available to him. It is possible only with proper consumer
education.

Consumer Responsibilities

1. Awareness about various goods and services available in the market, so that an
intelligent and wise choice can be made.
2. Consumer must exercise his right – Consumers must be aware of their own rights
with regard to the products or services they buy from the market.
3. Cautious consumer – Before purchasing, the consumer should insist on getting
complete information on quality, quantity, price, utility etc. of the goods.
4. Filing complaints for redressal of genuine grievances – Sometimes, consumers
ignore the deception (dishonesty) of traders believing that the loss is small. This
attitude encourages corrupt business practices to continue.
5. The consumer must be quality conscious – While making purchases, he should look
for quality certification. Only products having ISI, Agmark, BIS, ISO etc. should be
purchased.
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1. ISI – Indian Standards Institute

1 (Manufactured Goods)
2 4 2. Food Process Order (Food Products)
3. BIS Hallmark (Jewellery)
3 5 4. Agmark (Agricultural Products)
5. Eco-mark (Environment - friendly Products)

6. Understand the risks – associated with the products, follow strictly the instructions.
7. Be honest – Go in for only legal goods and services and discourage illegal marketing.
8. Insist on cash memo – If there is any defect in the goods purchased and the
consumer has to make a complaint, the cash memo must be produced as proof of
purchase. A seller is bound to give cash memo.
9. File complaints – if any in appropriate consumer forum, even if the amount involved is
very small.
10. Educate consumers – Take initiative to educate consumers about their rights.

Ways and means of consumer protection

1. Self regulation by business – Firms with social commitment follow ethical standards
and good practices in serving the customers. Such firms have set up their customer
service and grievance cells to redress the grievances of their customers.
2. Business Associations – Federation of Indian Chambers of Commerce, (FCCI),
Confederation of Indian Industries (CII), etc. lay down their code of conduct for their
members to deal with consumers.
3. Consumer awareness – A consumer aware of his rights will be in a position to raise
his voice against unfair trade practices.
4. Consumer organizations – These organizations can take necessary steps to eliminate
consumer exploitation and force the business firms to avoid unfair trade practices.
5. Government – Government is always protecting the interest of consumers by
implementing rules and regulations in the form of various laws and Acts. Also it
provides a three tier system of District Forum, State Commission and the National
Commission for redressal of consumer grievances.

Who can a file a complaint under the Act?

1. A consumer.
2. Any voluntary consumer association, registered under the Companies Act, 1956 or
under any other law.
3. The Central Government.
4. The State Government.
5. One or more consumers, where there are numerous consumers having the same
interest.
6. A legal heir or representative of a deceased consumer.

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Redressal Agencies under the CPA 2019

There is a three-tier grievance redressal system for enforcement of the rights of the
consumers, they are:-

3. National
1. District Forum 2. State Commission
Commission
a. Established by State Govt. a. Established by State a. Established by
Govt. Central Govt.
b. In all the Districts
b. In all the States b. Only at national
c. Entertain the complaints level.
where value of goods or c. Above 1 crore but
service and compensation less than 10 crore. c. 10 crore or more.
claimed up to 1 crore.

d. Appeal to State Commission d. Appeal to National d. Appeal to Supreme

within 45 days of order from Commission within Court within 30 days
District Forum 30 days of order of order from
from State National
Commission. Commission.

Relief available through redressal agencies

a. Removal of defects.
b. Replacement of goods or service.
c. Return of price by seller.
d. Payment of compensation by seller for the loss suffered.
e. Discontinuance of unfair trade practices.
f. Withdrawal of hazardous goods.
g. To issue corrective advertisement to neutralize the effect of a misleading advertisement.

Role of Consumer Organisations and NGOs

1. Bringing out brochures, Journals and Monographs (book which is a detailed study of
one subject).
2. Accelerating consumer awareness.
3. Collecting data on different products and testing them.
4. Arranging talks, seminars, workshops and conferences for the purpose of focusing the
problems of consumers and finding solutions.
5. Encouraging consumers for boycotting goods which are defective and bad quality.
6. Filing suits on behalf of consumers.
7. Investigating into problems of consumers.
8. Resisting against price rigging (dishonesty), adulteration, black marketing etc.
9. To produce films on food adulteration, misuse of drugs and cosmetics.
10. To educate women regarding consumerism.
11. To help business to standardize their products.
12. Helping schools to start consumer education.

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Prominent Consumer Organizations in India

 Consumer Coordination Council, Delhi.

 Consumer guidance society of India (CGSI), Mumbai.
 Citizens Action group, Mumbai.
 Consumer Education and Research Centre (CERC) Ahammedabad.
 Common Cause, New Delhi.
 Consumer Unity and Trust Society (CUTS), Jaipur.
 Voluntary Organization in Interest of Consumer Education (VOICE).
 Consumer Action Forum, Kolkatta, Delhi and Chennai.
 Consumer Protection Council, Ahamedbad.
Prominent Consumer Organizations in Kerala

 Consumer Guidance Centre, Cochin.

 Kerala State Consumer Guidance Society, Cochin.
 Kerala Consumer Welfare Association, Cochin.
 Kerala State Consumer Council, Kannur.
 Consumer Guidance Society of India, Thrissur.
 Association for protection of consumers, Thiruvananthapuram.
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