Consumer Awareness

Consumer Rights
Right to safety
Means right to be protected against the marketing of goods and services, which are
hazardous to life and property. The purchased goods and services availed of should not
only meet their immediate needs, but also fulfil long term interests. Before purchasing,
consumers should insist on the quality of the products as well as on the guarantee of the
products and services. They should preferably purchase quality marked products such
as ISI, AGMARK, etc
Right to choose
Means right to be assured, wherever possible of access to variety of goods and services
at competitive price. In case of monopolies, it means right to be assured of satisfactory
quality and service at a fair price. It also includes right to basic goods and services. This
is because unrestricted right of the minority to choose can mean a denial for the majority
of its fair share. This right can be better exercised in a competitive market where a
variety of goods are available at competitive prices
Right to be informed
Means right to be informed about the quality, quantity, potency, purity, standard and
price of goods so as to protect the consumer against unfair trade practices. Consumer
should insist on getting all the information about the product or service before making
a choice or a decision. This will enable him to act wisely and responsibly and also enable
him to desist from falling prey to high pressure selling techniques.
Right to consumer education
Means the right to acquire the knowledge and skill to be an informed consumer
throughout life. Ignorance of consumers, particularly of rural consumers, is mainly
responsible for their exploitation. They should know their rights and must exercise
them. Only then real consumer protection can be achieved with success.
Right to be heard
Means that consumer's interests will receive due consideration at appropriate forums. It
also includes right to be represented in various forums formed to consider the
consumer's welfare. The Consumers should form non-political and non-commercial
consumer organizations which can be given representation in various committees
formed by the Government and other bodies in matters relating to consumers.
Right to Seek redressal
Means right to seek redressal against unfair trade practices or unscrupulous exploitation
of consumers. It also includes right to fair settlement of the genuine grievances of the
consumer. Consumers must make complaint for their genuine grievances. Many a times
their complaint may be of small value but its impact on the society as a whole may be
very large. They can also take the help of consumer organisations in seeking redressal
of their grievances.
As the markets are globalizing, the direct link between the manufacturer and the final
user getting distant, post purchase grievances have to be heard through a strong
redressal system. For this, Consumer disputes redressal agencies (popularly known as
Consumer Forums or Consumer Courts) are set up under the Act at District, State and
National level to provide simple and inexpensive quick redressal against consumer
complaints.
• District Commissions shall have jurisdiction to entertain complaints where
value of the goods or services paid as consideration does not exceed 50 lakh
rupees.
• State Commissions shall have jurisdiction to entertain complaints where value
of the goods or services paid as consideration exceeds 50 lakh rupees but does
not exceed 2 crore rupees.
• National Commission shall have jurisdiction to entertain complaints where value
of the goods or services paid as consideration exceeds 2 crore rupees.
The Consumer Forum can order the company to take the following actions once it hears
the complaint and decides that the company is at fault:
• Correct deficiencies in the product to what they claim.
• Repair defect free of charges
• Replace product with similar or superior product
• Issue a full refund of the price
• Pay compensation for damages / costs / inconveniences
• Withdraw the sale of the product altogether
• Discontinue or not repeat any unfair trade practice or the restrictive trade practice
• Issue corrective advertisement for any earlier misrepresentation
Consumer Protection Act
An Act to provide for protection of the interests of consumers and for the said purpose,
to establish authorities for timely and effective administration and
settlement of consumers' disputes and for matters connected connected therewith.”
(According to Consumer Protection Act, 2019).
“An Act to provide for better protection of the interests of consumers and for that
purpose to make provision for the establishment of consumer councils and other
authorities for the settlement of consumers' disputes and for matters connected
therewith.”(According to Consumer Protection Act, 1986).
Consumer Protection Act, 1986 seeks to promote and protect the interest of consumers
against deficiencies and defects in goods or services. It also seeks to secure the rights
of a consumer against unfair or restrictive trade practices. This act was passed in Lok
Sabha on 9th December,1986 and Rajya Sabha on 10th December, 1986 and assented
by the President of India on 24th December, 1986 and was published in the Gazette of
India on 26th December, 1986.
Consumer Responsibilities
Ask Yourself!
• Have you faced any problems as a consumer?
• Have you ever complained when you have had such a problem?
• Do you know that you could seek the assistance of a consumer group to protect
your interests?
Be Critically Aware
• The responsibility to be more alert and to question more – about prices, about
quantity and quality of goods bought and services used.
Be Involved
• The responsibility to be assertive – to ensure that you get a fair deal as a
consumer. Remember, if you are passive, you are likely to be exploited.
Be Organized
• The responsibility to join hands and raise voices as consumers; to fight in a
collective and to develop the strength and influence to promote and protect
consumer interest.
Practice Sustainable Consumption
• The responsibility to be aware of the impact of your consumption on other
citizens, especially the disadvantaged or powerless groups; and to consume
based on needs – not wants.
Be Responsible to the Environment
• The responsibility to be aware and to understand the environmental
consequences of our consumption. We should recognize our individual and
social responsibility to conserve natural resources and protect the earth for future
generations.
Consumer Protection Division is mandated to implement the Consumer Protection Act,
2019 and Rules/Regulations made under the ibid Act. It is entrusted with the framing of
policy related to the protection of the interests of the consumers particularly those
grievances arising in post sale of goods and services.
It provides for establishment of three-tier quasi-judicial consumer disputes redressal
machinery at the District, State and National levels commonly known as “Consumer
Commissions” to render simple, inexpensive and speedy justice to consumers. These
redressal agencies have the jurisdiction to adjudicate the complaints received from
consumers against any defect in the goods purchased or deficiencies in the services
availed or any unfair/restrictive trade practices, etc. adopted by any trader or
person. Apart from the quasi judicial mechanism, National Consumer Helpline and
Zonal Consumer Helplines also addresses consumer grievances under the supervision
of this Division.
Mainly three schemes i.e. ICGRS (Integrated Consumer Grievance Resolution
System ), SCC (Strengthening of Consumer Commission) and CONFONET are being
implemented in CPU Division for protection of consumer rights in the country.
The Department looks after the establishment and functioning of Central Consumer
Protection Authority (CCPA) and National Consumer Disputes Redressal Commission
(NCDRC), the apex consumer court. Also constitution of Central Consumer Protection
Council is done by Consumer Protection Division.

Right to Safety
Means right to be protected against the marketing of goods and services, which are
hazardous to life and property. The purchased goods and services availed of should not
only meet their immediate needs, but also fulfil long term interests.
Before purchasing, consumers should insist on the quality of the products as well as on
the guarantee of the products and services. They should preferably purchase quality
marked products such as ISI, AGMARK, etc.

Right to be Informed

Means right to be informed about the quality, quantity, potency, purity, standard and
price of goods so as to protect the consumer against unfair trade practices.
Consumer should insist on getting all the information about the product or service
before making a choice or a decision. This will enable him to act wisely and responsibly
and also enable him to desist from falling prey to high pressure selling techniques.
Right to Choose

Means right to be assured, wherever possible of access to variety of goods and services
at competitive price. In case of monopolies, it means right to be assured of satisfactory
quality and service at a fair price. It also includes right to basic goods and services. This
is because unrestricted right of the minority to choose can mean a denial for the majority
of its fair share. This right can be better exercised in a competitive market where a
variety of goods are available at competitive prices

Right to be Heard

Means that consumer's interests will receive due consideration at appropriate forums. It
also includes right to be represented in various forums formed to consider the
consumer's welfare.
The Consumers should form non-political and non-commercial consumer organizations
which can be given representation in various committees formed by the Government
and other bodies in matters relating to consumers.

Right to Seek redressal

Means right to seek redressal against unfair trade practices or unscrupulous exploitation
of consumers. It also includes right to fair settlement of the genuine grievances of the
consumer.
Consumers must make complaint for their genuine grievances. Many a times their
complaint may be of small value but its impact on the society as a whole may be very
large. They can also take the help of consumer organisations in seeking redressal of
their grievances.

Right to Consumer Education

Means the right to acquire the knowledge and skill to be an informed consumer
throughout life.Ignorance of consumers, particularly of rural consumers, is mainly
responsible for their exploitation. They should know their rights and must exercise
them. Only then real consumer protection can be achieved with success.
Consumer Court cases are filed in State Commissions, District Commission in States/
UTs and National Commission as per the amount of the transaction involved.