CONSUMER PROTECTION expectations.

The Indian government has ● Discontinuance of the sale of hazardous goods

integrated consumer education in school and services.
Consumer= A consumer is defined as someone curriculum and is using the media to educate
consumers about their rights. For example, ● Payment to the consumer welfare fund (not
who buys or receives consumer goods or services
efforts like Jaago Grahak Jaago is one such less than 5%) which is to be used in the
against a payment. It includes anyone who
measure to educate the consumers. prescribed manner.
benefits from such services, but it excludes
anyone who uses such services for financial gain. ● Run corrective advertisements to counteract
6. Right to be Heard - The consumer has a right to
Under the Consumer Protection Act 2019, a the effect of misleading advertisements.
file a complaint if he thinks that his rights have
consumer is a person who buys any goods or
been violated. Many businesses have set up their
avails services for a consideration, which has ● Reimburse all parties for their expenses.
own consumer service and grievance cells.
been paid or promised, or partly paid and partly
promised, or under any scheme of deferred Consumer Responsibilities Ways and Means of Consumer Protection
payment.
Be knowledgeable- Be aware about the 1. Self-regulation by businesses: Many firms have
Consumer protection refers to safeguarding numerous items on the market so that you can set up their customer service and grievance cells
consumers from manufacturers or sellers that to solve the problems and grievance of the
engage in anti-consumer trade activities. make an informed and educated decision. customers.
2. Business Associations- The FICCI and the CII have
Importance of Consumer Protection Standardised products: Purchase just
established codes of conduct for its members to
standardised products to ensure quality. Look for
follow while interacting with clients.
From Consumer POV- 1. Consumer Ignorance the ISI mark on electrical goods, the FPO label on
3. Consumer Awareness: A well-informed consumer
food products, and the Hallmark on jewellery,
will be able to speak out against any unethical
2. Widespread Exploitation of Consumers: among other things.
business activities.
Consumers are abused on a huge scale through a
Follow Instructions: Follow the product's 4. Consumer Organizations: Consumer organisations
variety of unfair trade practices, and consumer
instructions and learn about the hazards linked play a vital role in
protection is necessary to safeguard them.
with it, then use it safely. informing consumers about their rights and
3. Unorganized Consumers protecting them.
5. Government: The government safeguards
From Business POV- 1. Long-term business consumers' interests by
Cautious Purchasing: Carefully read labels for
interests: Satisfied consumers lead to repeat establishing various consumer protection
information on prices, net weight, manufacturing,
purchases, which helps to expand the company's regulations.
expiration dates, and so on
customer base.
Role of NGO’s and Consumer organizations:
Assert Yourself: Assert yourself to guarantee that
2. Business uses societal resources: Every
you obtain a fair bargain, and fair price of the ● Raising awareness of consumer rights among
business utilises societal resources, and it is their
product. the general public.
job to operate in the society's best interests.
Honesty: Be truthful in interactions and buy only ● Educating consumers through periodicals and
3. Social Responsibility: Business makes money by
legal goods and services, thus discouraging other publications.
selling goods and services to consumers. Thus,
buying from sellers who follow unethical methods
consumers form an important group among the
such as black marketing and hoarding. ● Providing consumers with legal help, such as
many stakeholders of business, their interest
legal counsel.
should be well taken care of. Cash Memo: When purchasing products or
services, request a cash memo. This will serve as ● Filing complaints on behalf of consumers in
4. Moral Justification: Any firm has a moral
proof of the transaction. competent consumer tribunals.
obligation to behave in the best interests of its
customers and prevent exploitation and unfair Take action whenever needed: In the event of a ● Inspiring consumers to take action against
trade practices such as faulty and unsafe defect in the quality of items purchased or unfair business practices.
products, adulteration, false and misleading services received, file a complaint with an
advertising, hoardings, black marketing, and so appropriate consumer forum ● Taking the initiative to file cases on behalf of
on. consumers in consumer courts.
Consumer Societies: Establish consumer societies
5. Government Intervention: If a firm engages in that will actively participate in consumer ●These organization carry out comparative test to
any type of unfair commercial practices, the education and protection. ascertain the quality standards of different types
government will take action against it, harming of consumer products in accredited labs and
the company's reputation Avoid Littering: Respect and value the provide feedback
environment, and avoid any activity that would
Consumer Rights (RICHES OR RIGHTS= Acronym) adversely affect it. Who can file a complaint under CPA, 2019
1. Right to Safety = right to be safeguarded Reliefs Available to The Consumer- ● a consumer; or
against items and services that are harmful to
their health and well-being. Such as ISI, FPO, ● Removal of flaws in the goods. ● any voluntary consumer association registered
AGMARK, Hallmark under any law for the time being in force; or
● Removal of the deficiencies in the services.
2. Right to be Informed: right to get complete ● the Central Government or any State
information about it, regarding the quality, ● Replacement of damaged goods with new ones Government; or
quantity, ingredients, purity, price etc. that are free of flaws.
● the Central Authority; or
3. Right to Choose - Consumers have the right to ● Refunding the complainant for the price paid by
him. ● one or more consumers, where there are
choose from variety of products in terms of
numerous consumers having the same interest;
quality, brand, prices, sizes.
● Payment of an appropriate amount of or
4. Right to Seek Redressal- Right to get relief in compensation for any loss or injury that has
occurred. ● in case of death of a consumer, his legal heir or
case of the goods & services falls short of his
legal representative; or
exceptions. The consumer may be entitled to a
● In suitable circumstances, payment of punitive
replacement or repair of the problem, as well as ● in case of a consumer being a minor, his parent
damages.
reimbursement for any losses. or legal guardian;
● Discontinuance or abandonment
5. Right to Consumer Education – He should be
unfair/restrictive trade practices.
informed of his rights and remedies in the event
that the goods or service does not meet his Against whom a complaint can be filed?
1. The seller, manufacturer or dealer of the goods
which are defective
2. Provider of services if they are deficient in any
manner.

Following persons are not considered as

consumers under CPA –

1. Resellers
2. Person who uses goods without buyers’ consent
3. Person who uses services without buyers’
consent
4. The person who obtains goods without any
consideration.
5. The person who avails services without any
consideration.

Redressal agencies under the Consumer

Protection Act, 2019

The statute establishes a three–tier system for

resolving consumer complaints, as follows:

1. District Consumer Dispute Redressal Forum

(District commission)
2. State Consumer Dispute Redressal Forum (State
Commission)
3. National Consumer Dispute Redressal Forum
(National Commission)

Basis District Forum

Composition President+2 Other Member (1 male &
1 female)

Who can be Working or retired judge of

president? Court

Appoint of Appointed by State government on

President recommendation of selection
commission
Jurisdiction Complaints upto 1 crore

Appeal If any of the party is not satisfied with

Against Order the district forum's decision, they have
45 days to file an appeal with the state
forum from the date of order.