NOTES FOR THE TEACHER

CHAPTER 5 : CONSUMER RIGHTS

This chapter proposes to discuss the issue of posters collectively is another way to think about
consumer rights within the context of the ways these issues. This lesson contains activities,
markets operate in our country. There are many which require visits — visit to consumer
aspects of unequal situations in a market and protection councils, consumer organisations,
poor enforcement of rules and regulations. District/State/National level Consumer
Hence, there is a need to sensitise learners and Disputes Redressal Commissions, retail shops,
encourage them to participate in the consumer marketplaces, etc. Organise the visits to
movement. This chapter provides case histories maximise learners’ experience. Have a
— how some consumers were exploited in real discussion with them about the purpose of the
life situation and how legal institutions helped visit, things they need to do beforehand and
consumers in getting compensated and in things that need to be collected and the task
upholding their rights. The case histories would (report/ project / article, etc.) they would carry
enable the students to link these narratives to out after the visit. As part of this chapter, the
their life experiences. We have to enable learners may do letter-writing and speaking
students to understand that the awareness of activities. We may have to be sensitive to the
being a well-informed consumer arose out of language aspect of exercises.
consumer movement and active participation of
people through their struggles over a long This chapter contains material collected
period. This chapter also provides details of a from authenticated websites, books, newspapers
few organisations helping consumers in different and magazines. For example, https://consumer
ways. Finally, it ends with some critical issues affairs.nic.in is a website of Central Government
of the consumer movement in India. Ministry of Consumer Affairs, Food & Public
Distribution. Another website www.cuts-
Aspects of Teaching / Sources of international.org is the website of a consumer
Information organisation working in India for 40 years. It
publishes a variety of material to create
This chapter has questions, case studies and
consumer awareness in India. They need to be
activities. It would be preferred that students
shared among learners so that they can also
discuss these in groups orally. Some of these
collect material as part of their activities. For
could be answered in writing individually.
example, case histories were taken from
While carrying out each activity you could newspaper clippings and consumers who fought
start with a brainstorming session about the in Consumer Disputes Redressal Commissions.
activity. Similarly, there are many opportunities Let learners collect and read such material from
for roleplay in this chapter and this could be a different sources: consumer protection councils,
useful way to share their experiences and Consumer Disputes Redressal Commissions
understand the issues at a deeper level. Making and internet.

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 CHAPTER 5

CONSUMER RIGHTS
The collage you see below contains what are the ways in which they can
some news clippings of Consumer exercise their rights as consumers to
Disputes Redressal Commission get a fair deal from the sellers when
verdicts. Why did the people go to they felt they had been denied a just
these organisations in these cases? treatment?
These verdicts came about because
some people persisted and struggled
to get justice. In what ways were they
denied justice? More importantly,

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 THE CONSUMER IN THE MARKETPLACE
We participate in the market both as Likewise, rules and regulations are
producers and consumers. As required for the protection of the
producers of goods and services we consumers in the marketplace.
could be working in any of the sectors Individual consumers often find
discussed earlier such as agriculture, themselves in a weak position.
industry, or services. Consumers Whenever there is a complaint
participate in the market when they regarding a good or service that had
purchase goods and services that they been bought, the seller tries to shift
need. These are the final goods that all the responsibility on to the buyer.
people as consumers use. Their position usually is – “If you
didn’t like what you bought, please
In the preceding chapters we
go elsewhere”. As if the seller has no
discussed the need for rules and
responsibility once a sale is
regulations or steps that would
completed! The consumer movement,
promote development. These could be
as we shall discuss later, is an effort
for the protection of workers in the
to change this situation.
unorganised sector or to protect
people from high interest rates Exploitation in the marketplace
charged by moneylenders in the happens in various ways. For
informal sector. Similarly, rules and example, sometimes traders indulge
regulations are also required for in unfair trade practices such as when
protecting the environment. shopkeepers weigh less than what
they should or when traders add
For example, moneylenders in the
charges that were not mentioned
informal sector that you read about
before, or when adulterated/defective
in Chapter 3 adopt various tricks to
goods are sold.
bind the borrower: they could make
the producer sell the produce to them Markets do not work in a fair
at a low rate in return for a timely loan; manner when producers are few and
they could force a small farmer like powerful whereas consumers
Swapna to sell her land to pay back purchase in small amounts and are
the loan. Similarly, many people who scattered. This happens especially
work in the unorganised sector have when large companies are producing
to work at a low wage and accept these goods. These companies with
conditions that are not fair and are huge wealth, power and reach can
also often harmful to their health. To manipulate the market in various
prevent such exploitation, we ways. At times false information is
have talked of rules and regulations passed on through the media, and
for their protection. There are other sources to attract consumers.
organisations that have struggled For example, a company for years
for long to ensure that these rules are sold powder milk for babies all over
followed.

THEY PURPOSELY MADE IT

SO IT WOULD FALL APART
AFTER A FEW MONTHS SO
THAT I WILL BUY A NEW ONE!

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the world as the most scientific EVERYONE KNOWS
product claiming this to be better TOBACCO KILLS PEOPLE,
than mother’s milk. It took years of BUT WHO CAN SAY THAT
TOBACCO COMPANIES
struggle before the company was SHOULD NOT BE FREE
forced to accept that it had been TO SELL TOBACCO?
making false claims. Similarly, a
long battle had to be fought with
court cases to make cigarette-
manufacturing companies accept that
their product could cause cancer.
Hence, there is a need for rules and
regulations to ensure protection for
consumers.

LET’S WORK THESE OUT

1. What are the various ways by which people may be exploited in the market?
2. Think of one example from your experience where you thought that there was some
‘cheating’ in the market. Discuss in the classroom.
3. What do you think should be the role of government to protect consumers?

CONSUMER MOVEMENT
The consumer movement arose out quality of goods and services on the
of dissatisfaction of the consumers sellers.
as many unfair practices were being In India, the consumer movement
indulged in by the sellers. There was as a ‘social force’ originated with the
no legal system available to necessity of protecting and promoting
consumers to protect them from the interests of consumers against
exploitation in the marketplace. For unethical and unfair trade practices.
a long time, when a consumer was Rampant food shortages, hoarding,
not happy with a particular brand black marketing, adulteration of food
product or shop, he or she generally and edible oil gave birth to the
avoided buying that brand product, consumer movement in an organised
or would stop purchasing from that form in the 1960s. Till the 1970s,
shop. It was presumed that it was consumer organisations were largely
engaged in writing articles and
the responsibility of consumers to be
holding exhibitions. They formed
careful while buying a commodity
consumer groups to look into the
or service. It took many years for malpractices in ration shops and
organisations in India, and around overcrowding in the road passenger
the world, to create awareness transport. More recently, India
amongst people. This has also witnessed an upsurge in the number
shifted the responsibility of ensuring of consumer groups.

C ONSUMER R IGHTS 77

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 Consumers International
In 1985 United Nations adopted
the UN Guidelines for Consumer
Protection. This was a tool for
nations to adopt measures to
protect consumers and for
consumer advocacy groups to
press their governments to do
so. At the international level, this
has become the foundation for
consumer movement. Today,
Consumers International has
become an umbrella body to
over 200 member organisations
from over 100 countries.

Because of all these efforts, the movement succeeded in

bringing pressure on business firms as well as government
to correct business conduct which may be unfair and against
the interests of consumers at large. A major step taken in
1986 by the Indian government was the enactment of the
Consumer Protection Act 1986, popularly known as COPRA.
You will learn more about COPRA later.

LET’S WORK THESE OUT

1. What could have been the steps taken by consumer groups?
2. There may be rules and regulations but they are often not followed. Why? Discuss.

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 CONSUMER RIGHTS

SAFETY IS EVERYONE’S RIGHT

Reji’s Suffering
Reji’s suffering shows how a
hospital, due to negligence by the
Reji Mathew, a healthy boy studying in doctors and staff in giving
Class IX, was admitted in a private clinic in anaesthesia, crippled a student for
Kerala for removal of tonsils. An ENT
life. While using many goods and
surgeon perfor med the tonsillectomy
services, we as consumers, have the
operation under general anaesthesia. As a
right to be protected against the
result of improper anaesthesia Reji showed
marketing of goods and delivery of
symptoms of some brain abnormalities services that are hazardous to life and
because of which he was crippled for life. property. Producers need to strictly
His father filed a complaint in the State follow the required safety rules and
Consumer Disputes Redressal Commission regulations. There are many goods
claiming compensation of Rs 5,00,000 for and services that we purchase that
medical negligence and deficiency, in require special attention to safety. For
service. The State Commission, saying that example, pressure cookers have a
the evidence was not sufficient, dismissed safety valve which, if it is defective, can
it. Reji’s father appealed again in the cause a serious accident. The
National Consumer Disputes Redressal manufacturers of the safety valve have
Commission located to ensure high quality. You also need
in New Delhi. The public or government action to see
National Commission that this quality is maintained.
after looking into the However, we do find bad quality
complaint, held the products in the market because the
hospital responsible supervision of these rules is weak and
for medical negligence the consumer movement is also not
and directed it to pay strong enough.
the compensation.

LET’S WORK THESE OUT

1. For the following (you can add to the list) products/ services discuss what safety
rules should be observed by the producer?
(a) LPG cylinder (b) cinema theatre (c) circus (d) medicines (e) edible oil
(f) marriage pandal (g) a high-rise building.
2. Find out any case of accident or negligence from people around you, where you think
that the responsibility lay with the producer. Discuss.

C ONSUMER R IGHTS 79

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 Information about goods and product and find it defective well
services within the expiry period, we can ask
for a replacement. If the expiry period
When you buy any commodity, you
was not printed, the manufacturer
will find certain details given on the
would blame the shopkeeper and will
packing. These details are about
not accept the responsibility. If people
ingredients used, price, batch
sell medicines that have expired
number, date of manufacture, expiry
severe action can be taken against
date and the address of the
manufacturer. When we buy them. Similarly, one can protest and
medicines, on the packets, you might complain if someone sells a good at
find ‘directions for proper use’ and more than the printed price on the
information relating to side effects and packet. This is indicated by ‘MRP’ —
risks associated with usage of that maximum retail price. In fact
medicine. When you buy garments, consumers can bargain with the seller
you will find information on to sell at less than the MRP.
‘instructions for washing’. In recent times, the right to
Why is it that rules have been made information has been expanded to
so that the manufacturer displays this cover various services provided by the
information? It is because consumers Government. In October 2005, the
have the right to be informed about Government of India enacted a law,
the particulars of goods and services popularly known as RTI (Right to
that they purchase. Consumers Information) Act, which ensures its
can then complain and ask for citizens all the information about the
compensation or replacement if the functions of government departments.
product proves to be defective in any The effect of the R TI Act can be
manner. For example, if we buy a understood from the following case.

Waiting...
Amritha, an engineering graduate
after submitting all the certificates
and attending the interview for a
job in a government department, did
not receive any news of the result.
The officials also refused to comply
with her queries. She therefore filed
an application using the RTI Act
saying that it was her right to know
the result in a reasonable time so
that she could plan her future. She
was not only informed about the
reasons for delay in the declaration
of results but also got her call letter
for appointment as she performed
well in the interview.

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 LET’S WORK THESE OUT
1. When we buy commodities we find that the price charged is sometimes higher or
lower than the Maximum Retail Price printed on the pack. Discuss the possible
reasons. Should consumer groups do something about this?
2. Pick up a few packaged goods that you want to buy and examine the information
given. In what ways are they useful? Is there some information that you think
should be given on those packaged goods but is not? Discuss.
3. People make complaints about the lack of civic amenities such as bad roads or
poor water and health facilities but no one listens. Now the RTI Act gives you the
power to question. Do you agree? Discuss.

When choice is denied

A Refund
Abirami, a student of Ansari Institute again appealed
Nagar, joined a two-year in the State Consumer
course at a local coaching Com-mission. The State
institute for professional Commission upheld the
courses in New Delhi. At the District Commission’s
time of joining the course, direction and further
she paid the fees Rs 61,020 fined the institute
as lumpsum for the entire Rs 25,000 for a frivolous
course of two years. appeal. It also directed
However, she decided to opt the institute to pay
out of the course at the end of one year Rs 7000 as compensation and
as she found that the quality of litigation cost.
teaching was not up to the mark. When
The State Commission also restrained
she asked for a refund of the fee for one
all the educational and professional
year, it was denied to her.
institutions in the state from charging
When she filed the case in the District fees from students for the entire
Consumer Disputes Redressal duration of the course in advance and
Commission, the Commission directed that too at one go. Any violation of this
the Institute to refund Rs 28,000 saying order may invite penalties and
that she had the right to choose. The imprisonment, the commission said.

What do we understand from this if you buy a toothbrush. If you are not
incident? Any consumer who receives a interested in buying the brush, your
service in whatever capacity, regardless right to choice is denied. Similarly,
of age, gender and nature of service, has sometimes gas supply dealers insist
the right to choose whether to that you have to buy the stove from
continue to receive the service. them when you take a new connection.
Suppose you want to buy In this way many a times you are
toothpaste, and the shop owner says forced to buy things that you may not
that she can sell the toothpaste only wish to and you are left with no choice.

C ONSUMER R IGHTS 81

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 LET’S WORK THIS OUT
The following are some of the catchy advertisements of products that we purchase
from the market. Which of the following offers would really benefit consumers? Discuss.
l 15 gm more in every 500 gm pack.
l Subscribe for a newspaper with a gift at the end of a year.
l Scratch and win gifts worth Rs 10 lakhs.
l A milk chocolate inside a 500 gram glucose box.
l Win a gold coin inside a pack.
l Buy shoes worth Rs 2000 and get one pair of shoes worth Rs 500 free.

Where should consumers go The consumer can file a complaint

to get justice? before the appropriate consumer
forum on his/her own with or without
Read again the cases of Reji Mathew
the services of lawyers. You might be
and Abirami given earlier in the
interested in knowing how an
chapter. aggrieved person gets his or her
These are some examples in which compensation. Let us take the
consumers are denied their rights. case of Prakash. He had sent a
Such instances occur quite often in money-order to his village for his
our country. Where should these daughter’s marriage. The money did
consumers go to get justice? not reach his daughter at the time
when she needed it nor did it reach
Consumers have the right to seek months later. Prakash filed a case in
redressal against unfair trade a district level Consumer Disputes
practices and exploitation. If any Redressal Commission in New Delhi.
damage is done to a consumer, she All the steps he undertook are
has the right to get compensation illustrated here. These days consumer
depending on the degree of damage. as an individual or as a group (called
There is a need to provide an easy and class action suit) file a complaint both
effective public system by which this Physically or through internet and
can be done. conduct the case through video
conferencing.

1. PRAKASH GOES TO THE POST OFFICE TO PRAKASH COMES TO KNOW THAT THE
SEND MONEY ORDER TO HIS DAUGHTER 2. MONEY HAS NOT REACHED HIS DAUGHTER

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 3. PRAKASH ENQUIRES ABOUT THE
MONEY ORDER IN THE POST OFFICE THE POST OFFICE DOES NOT RESPOND
4. TO THE QUERY SATISFACTORILY

6. PRAKASH GOES TO A CONSUMER DISPUTES

REDRESSAL COMMISSION TO FILE A CASE. HE
FILLS A REGISTRATION FORM. THE COMMISSION
5. PRAKASH GOES TO THE LOCAL CONSUMER SENDS NOTICE TO THE OTHER PARTY
PROTECTION COUNCIL FOR ADVICE

7. HE HIMSELF PLEADS
THE CASE IN THE COMMISSION OFFICE JUDGE VERIFIES THE
THE COMMISSION 8.
DOCUMENTS AND HEARS THE ARGUMENTS OF BOTH
OFFICE
THE AGGRIEVED PARTY AND THE OTHER PARTY 9. THE JUDGE ANNOUNCES
THE DISPUTES REDRESSAL
COMMISSION VERDICT.

C ONSUMER R IGHTS 83

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 The consumer movement in India and national levels was set up for
has led to the formation of various redressal of consumer disputes. The
organisations, locally known as district-level authority called District
consumer forums or consumer Consumer Disputes Redressal
protection councils. They guide Commission deals with the cases
consumers on how to file cases in the involving claims up to Rs 1 crore, the
Consumer Disputes Redressal state-level Consumer Disputes
Commissions. On many occasions, Redressal Commissions called State
they also represent individual Commission between Rs 1 crore and
consumers in these commissions. Rs 10 crore and the national-level
These voluntary organisations also
commission — National Commission
receive financial support from the
— deals with cases involving claims
government for creating awareness
exceeding Rs 10 crore. If a case is
among people.
dismissed in district-level
If you are living in a residential commission, a consumer can also
colony, you might have noticed appeal in the state and then in
boards of Residents’ Welfare national-level commissions.
Associations. If there is any unfair
trade practice meted out to their Thus, the Act has enabled us as
members, they take up the case on consumers to have the right to
their behalf. represent in the Consumer Disputes
Redressal Commissions.
Under COPRA, a three-tier quasi-
judicial machinery at the district, state

LET’S WORK THIS OUT

Arrange the following in the correct order.
(a) Arita files a case in the District Consumer Disputes
Redressal Commission.
(b) She engages a professional person.
(c) She realises that the dealer has given her defective
material.
(d) She starts attending the commission proceedings.
(e) She goes and complains to the dealer and the Branch
office, to no effect.
(f) She is asked to produce the bill and warranty before
the commission.
(g) She purchases a wall clock from a retail outlet.
(h) Within a few months, the dealer was ordered by the
commission to replace her old wall clock with a brand
new one at no extra cost.

LEARNING TO BECOME WELL-INFORMED

CONSUMERS
When we as consumers become conscious of our rights,
while purchasing various goods and services, we will be
able to discriminate and make informed choices. This

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calls for acquiring the knowledge and
skill to become a well-informed
consumer. How do we become
conscious of our rights? Look at the
posters on the right and in the
previous page. What do you think?
The enactment of COPRA has led
to the setting up of separate
Departments of Consumer Affairs in
central and state governments. The
posters that you have seen are one
example through which government
spread information about legal
process which people can use.
You might also be seeing such
advertisements on television channels.

ISI and Agmark

While buying many commodities, on the

cover, you might have seen a logo with the
letters ISI, Agmark, Hallmark or +F. These
logos and certification help consumers get
assured of quality while purchasing the
goods and services. The organisations that
monitor and issue these certificates allow
producers to use their logos provided they
follow certain quality standards.
Though these organisations develop quality
standards for many products, it is not
compulsory for all the producers to follow
standards. However, for some products that
affect the health and safety of consumers or
of products of mass consumption like LPG
cylinders, food colours and additives,
cement, packaged drinking water, it is
mandatory on the part of the producers to
get certified by these organisations.

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 LET’S WORK THESE OUT
1. Look at the posters and cartoons in this chapter. Think of any particular commodity
and the aspects that need to be looked at as a consumer. Design a poster for this.
2. Find out the nearest Consumer Disputes Redressal Commission for your area.
3. What is the difference between consumer protection council and Consumer Disputes
Redressal Commission?
4. The Consumer Protection Act 1986 ensures the following as rights which every
consumer in India should possess
(i) Right to choice. (iv) Right to representation.
(ii) Right to information. (v) Right to safety.
(iii) Right to redressal. (vi) Right to consumer education.
Categorise the following cases under different heads and mark against each in
brackets.
(a) Lata got an electric shock from a newly purchased iron. She complained to the
shopkeeper immediately. ( )
(b) John is dissatisfied with the services provided by MTNL/BSNL/TATA INDICOM
for the past few months. He files a case in the District Level Consumer
Commission. ( )
(c) Your friend has been sold a medicine that has crossed the expiry date and you
are advising her to lodge a complaint ( ).
(d) Iqbal makes it a point to scan through all the particulars given on the pack of any
item that he buys. ( )
(e) You are not satisfied with the services of the cable operator catering to your
locality but you are unable to switch over to anybody else. ( )
(f) You realise that you have received a defective camera from a dealer. You are
complaining to the head office persistently ( ).
5. If the standardisation ensures the quality of a commodity, why are many goods
available in the market without ISI or Agmark certification?
6. Find out the details of who provides Hallmark and ISO certification.

TAKING THE CONSUMER MOVEMENT FORWARD

India has been observing 24 their activities. There are today more
December as the National Consumers’ than 2000 consumer groups in the
Day. It was on this day that the Indian country of which only about 50-60
Parliament enacted the Consumer are well organised and recognised for
Protection Act in 1986. India is one their work.
of the countries that have exclusive
However, the consumer redressal
authority for consumer redressal.
process is becoming cumbersome,
The consumer movement in India expensive and time consuming. Many
has made some progress in terms of a time, consumers are required to
numbers of organised groups and engage lawyers. These cases require

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time for filing and attending the encouraged at all the three tiers
commission proceedings etc. In most Consumer Commissions. After more
purchases cash memos are not issued than 30 years of the enactment of
hence evidence is not easy to gather. COPRA, consumer awareness in India
Moreover most purchases in the is spreading but slowly. Besides this
market are small retail sales. The the enforcement of laws that protect
workers, especially in the
COPRA was amended in the year
unorganised sectors is weak.
2019 to further strengthen
Similarly, rules and regulations for
consumers in India. Buying through
working of markets are often not
internet is now included. If there is any followed.
service deficiency or defective product,
Nevertheless, there is scope for
service provider or manufacturer is
consumers to realise their role and
also held responsible and would be importance. It is often said that
penalized or even imprisoned. consumer movements can be effective
Settlement of disputes with the help only with the consumers’ active
of a neutral intermediary outside the involvement. It requires a voluntary
Consumer Disputes Redressal effort and struggle involving the
Commission, called mediator, is now participation of one and all.

EXERCISES
1. Why are rules and regulations required in the marketplace? Illustrate with a few examples.
2. What factors gave birth to the consumer movement in India? Trace its evolution.
3. Explain the need for consumer consciousness by giving two examples.
4. Mention a few factors which cause exploitation of consumers.
5. What is the rationale behind the enactment of Consumer Protection Act 1986?
6. Describe some of your duties as consumers if you visit a shopping complex in your locality.
7. Suppose you buy a bottle of honey and a biscuit packet. Which logo or mark you will have
to look for and why?
8. What legal measures were taken by the government to empower the consumers in India?
9. Mention some of the rights of consumers and write a few sentences on each.
10. By what means can the consumers express their solidarity?
11. Critically examine the progress of consumer movement in India.
12. Match the following.
(i) Availing details of ingredients of a product (a) Right to safety
(ii) Agmark (b) Dealing with consumer cases
(iii) Accident due to faulty engine in a scooter (c) Certification of edible oil and cereals
(iv) District Consumer Commission (d) Agency that develop standards for
goods and services
(v) Food fortification (e) Right to information
(vi) Consumers International (f) Global level institution of
consumer welfare organisations
(vii) Bureau of Indian Standards (g) Addition of key nutrients to staple
foods

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 13. Say True or False.
(i) COPRA applies only to goods.
(ii) India is one of the many countries in the world which has exclusive
authorities established for consumer disputes redressal.
(iii) When a consumer feels that he has been exploited, he must file a case in
the District Consumer Commission.
(iv) It is worthwhile to move to consumer commissions only if the damages
incurred are of high value.
(v) Hallmark is the certification maintained for standardisation of jewellry.
(vi) The consumer redressal process is very simple and quick.
(vii) A consumer has the right to get compensation depending on the degree of
the damage.

ADDITIONAL PROJECTS / ACTIVITIES

1. Your school organises a consumer awareness week. As the Secretary of the
Consumer Awareness Forum, draft a poster covering all the consumer rights.
You may use the clues and ideas given in the poster on page 84 and 85. This
activity can be done with the help of your English teacher.

2. Mrs. Krishna bought a colour television (CTV) against six months warranty. The
CTV stopped working after three months. When she complained to the dealer /
shop where it was purchased, they sent an engineer to set it right. The CTV
continues to give trouble and Mrs Krishna no longer gets any reply to the complaint
she made to the dealer / shop. She decides to write to the Consumer Commission
in her area. Write a letter on her behalf. You may discuss with your partner /
group members before you write it.

3. Establish a consumer club in your school. Organise mock consumer awareness

workshops like monitoring bookshops, canteen, and shops in your school area.

4. Prepare posters with catchy slogans like:

– An alert consumer is a safe consumer

– Buyers, Beware

– Consumers be cautious

– Be aware of your rights

– As consumers, assert your right

– Arise, awake and stop not till ______________________ (Complete it)

5. Interview 4-5 persons in your neighbourhood and collect varied experiences

regarding how they have been victims of such exploitation and their responses.
6. Conduct a survey in your locality by supplying the following questionnaire to get
an idea as to how alert they are as consumers.

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 For each question, tick one. Always Sometimes Never
A B C

1. When you buy some item, do you insist on a bill?

2. Do you keep the bill carefully?
3. If you realise that you have been tricked by the shop-
keeper, have you bothered to complain to him or her?
4. Have you been able to convince him or her that you’ve
been cheated?
5. Do you simply grumble to yourself reconciling that it is
your fate that you are often being victimised so and it is
nothing new?
6. Do you look for ISI mark, expiry date etc.?
7. If the expiry date mentioned is just a month or so away,
do you insist on a fresh packet?
8. Do you weigh the new gas cylinder/old newspapers
yourself before buying/selling?
9. Do you raise an objection if a vegetable seller uses stones
in place of the exact weight?
10. Do excessively bright coloured vegetables arouse your
suspicion?
11. Are you brand-conscious?
12. Do you associate high price with good quality (to reassure
yourself that after all you have not paid a higher price just
like that)?
13. Do you unhesitatingly respond to catchy offers?
14. Do you compare the price paid by you with those of
others?
15. Do you strongly believe that your shopkeeper never cheats
a regular customer like you?
16. Do you favour ‘home delivery’ of provision items without
any doubt regarding weight etc.?
17. Do you insist on ‘paying by meter’ when you travel by
auto?

Note
(i) You are extremely aware as a consumer if your answers for
Qns. 5, 12, 13, 15 and 16 are (C) and for the rest (A).
(ii) If your answers are (A) for Qns. 5, 12, 13, 15 and 16 and the
rest (C), then you have to wake up as consumer.
(iii) If your answer is (B) for all the questions – you are somewhat
aware.

C ONSUMER R IGHTS 89

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 Appendix 1: Body Mass Index for Adolescent Girls (Age 14-18)

Malnourished Malnourished
Years Month Normal
(underweight) (obesity)
14 0 Less than 15.4 15.4 to 27.3 More than 27.3
14 1 Less than 15.5 15.5 to 27.4 More than 27.4
14 2 Less than 15.5 15.5 to 27.5 More than 27.5
14 3 Less than 15.6 15.6 to 27.6 More than 27.6
14 4 Less than 15.6 15.6 to 27.7 More than 26.3
14 5 Less than 15.6 15.6 to 27.7 More than 27.7
14 6 Less than 15.7 15.7 to 27.8 More than 27.8
14 7 Less than 15.7 15.7 to 27.9 More than 27.9
14 8 Less than 15.7 15.7 to 28.0 More than 28.0
14 9 Less than 15.8 15.8 to 28.0 More than 28.0
14 10 Less than 15.8 15.8 to 28.1 More than 28.1
14 11 Less than 15.8 15.8 to 28.2 More than 28.2
15 0 Less than 15.9 15.9 to 28.2 More than 28.2
15 1 Less than 15.9 15.9 to 28.3 More than 28.3
15 2 Less than 15.9 15.9 to 28.4 More than 28.4
15 3 Less than 16.0 16.0 to 28.4 More than 28.4
15 4 Less than 16.0 16.0 to 28.5 More than 28.5
15 5 Less than 16.0 16.0 to 28.6 More than 28.5
15 6 Less than 16.0 16.0 to 28.6 More than 28.6
15 7 Less than 16.1 16.1 to 28.7 More than 28.6
15 8 Less than 16.1 16.1 to 28.7 More than 28.7
15 9 Less than 16.1 16.1 to 28.7 More than 28.7
15 10 Less than 16.1 16.1 to 28.8 More than 28.8
15 11 Less than 16.2 16.2 to 28.8 More than 28.8
16 0 Less than 16.2 16.2 to 28.9 More than 28.9
16 1 Less than 16.2 16.2 to 28.9 More than 28.9
16 2 Less than 16.2 16.2 to 29.0 More than 29.0
16 3 Less than 16.2 16.2 to 29.0 More than 29.0
16 4 Less than 16.2 16.2 to 29.0 More than 29.0
16 5 Less than 16.3 16.3 to 29.1 More than 29.1
16 6 Less than 16.3 16.3 to 29.1 More than 29.1
16 7 Less than 16.3 16.3 to 29.1 More than 29.1
16 8 Less than 16.3 16.3 to 29.2 More than 29.2
16 9 Less than 16.3 16.3 to 29.2 More than 29.2
16 10 Less than 16.3 16.3 to 29.2 More than 29.2
16 11 Less than 16.3 16.3 to 29.3 More than 29.3
17 0 Less than 16.4 16.3 to 29.3 More than 29.3
17 1 Less than 16.4 16.3 to 29.3 More than 29.3
17 2 Less than 16.4 16.3 to 29.3 More than 29.3
17 3 Less than 16.4 16.4 to 29.4 More than 29.4
17 4 Less than 16.4 16.4 to 29.4 More than 29.4
17 5 Less than 16.4 16.4 to 29.4 More than 29.4
17 6 Less than 16.4 16.4 to 29.4 More than 29.4
17 7 Less than 16.4 16.4 to 29.4 More than 29.4
17 8 Less than 16.4 16.4 to 29.4 More than 29.5
17 9 Less than 16.4 16.4 to 29.4 More than 29.5
17 10 Less than 16.4 16.4 to 29.4 More than 29.5
17 11 Less than 16.4 16.4 to 29.4 More than 29.5
18 0 Less than 16.4 16.4 to 29.4 More than 29.5

90 U NDERST ANDING E CONOMIC D EVEL

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 Appendix 2: Body Mass Index for Adolescent Boys (Age 14-18)

Malnourished Malnourished
Years Month Normal
(underweight) (obesity)
14 0 Less than 15.5 15.5 to 25.9 More than 25.9
14 1 Less than 15.5 15.5 to 26.0 More than 26.0
14 2 Less than 15.6 15.6 to 26.1 More than 26.1
14 3 Less than 15.6 15.6 to 26.2 More than 26.2
14 4 Less than 15.7 15.7 to 26.3 More than 26.3
14 5 Less than 15.7 15.7 to 26.4 More than 26.4
14 6 Less than 15.7 15.7 to 26.5 More than 26.5
14 7 Less than 15.8 15.8 to 26.5 More than 26.5
14 8 Less than 15.8 15.8 to 26.6 More than 26.6
14 9 Less than 15.9 15.9 to 26.7 More than 26.7
14 10 Less than 15.9 15.9 to 26.8 More than 26.8
14 11 Less than 16.0 16.0 to 26.9 More than 26.9
15 0 Less than 16.0 16.0 to 27.0 More than 27.0
15 1 Less than 16.1 16.1 to 27.1 More than 27.1
15 2 Less than 16.1 16.1 to 27.1 More than 27.1
15 3 Less than 16.1 16.1 to 27.2 More than 27.2
15 4 Less than 16.2 16.2 to 27.3 More than 27.3
15 5 Less than 16.2 16.2 to 27.4 More than 27.4
15 6 Less than 16.3 16.3 to 27.4 More than 27.4
15 7 Less than 16.3 16.3 to 27.5 More than 27.5
15 8 Less than 16.3 16.3 to 27.6 More than 27.6
15 9 Less than 16.4 16.4 to 27.7 More than 27.7
15 10 Less than 16.4 16.4 to 27.7 More than 27.7
15 11 Less than 16.5 16.5 to 27.8 More than 27.8
16 0 Less than 16.5 16.5 to 27.9 More than 27.9
16 1 Less than 16.5 16.5 to 27.9 More than 27.9
16 2 Less than 16.6 16.6 to 28.0 More than 28.0
16 3 Less than 16.6 16.6 to 28.1 More than 28.1
16 4 Less than 16.7 16.7 to 28.1 More than 28.1
16 5 Less than 16.7 16.7 to 28.2 More than 28.2
16 6 Less than 16.7 16.7 to 28.3 More than 28.3
16 7 Less than 16.8 16.8 to 28.3 More than 28.3
16 8 Less than 16.8 16.8 to 28.4 More than 28.4
16 9 Less than 16.8 16.8 to 28.5 More than 28.5
16 10 Less than 16.9 16.9 to 28.5 More than 28.5
16 11 Less than 16.9 16.9 to 28.6 More than 28.6
17 0 Less than 16.9 16.9 to 28.6 More than 28.6
17 1 Less than 17.0 17.0 to 28.7 More than 28.7
17 2 Less than 17.0 17.0 to 28.7 More than 28.7
17 3 Less than 17.0 17.1 to 28.8 More than 28.8
17 4 Less than 17.1 17.1 to 28.9 More than 28.9
17 5 Less than 17.1 17.1 to 28.9 More than 28.9
17 6 Less than 17.1 17.1 to 29.0 More than 29.0
17 7 Less than 17.1 17.1 to 29.0 More than 29.0
17 8 Less than 17.2 17.2 to 29.1 More than 29.1
17 9 Less than 17.2 17.2 to 29.1 More than 29.1
17 10 Less than 17.2 17.2 to 29.2 More than 29.2
17 11 Less than 17.3 17.3 to 29.2 More than 29.2
18 0 Less than 17.3 17.3 to 29.2 More than 29.2

Source: Based on chart published by the World Health Organization

APPENDIX 91

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 SUGGESTED READINGS
Books
Abijit Vinayak Banerjee, Roland Benabou and Dilip Mookherjee (eds.),
Understanding Poverty, Oxford University Press, New York, 2006.
Amit Bhaduri and Deepak Nayyar, Intelligent Person’s Guide to Liberalisation,
Penguin Books, New Delhi, 1996.
Amit Bhaduri, Development with Dignity: The Case for Full Employment, National
Book Trust, New Delhi, 2005.
Amit Bhaduri, Macroeconomics: The Dynamics of Commodity Production,
Macmillan, London, 1986.
Bimal Jalan (ed.), Indian Economy, Penguin Books, New Delhi, 2002.
CUTS, Is it Really Safe, Consumer Unity Trust Society, Jaipur, 2004.
CUTS, State of the Indian Consumer: Analyses of the Implementation of the United
Nations Guidelines for Consumer Protection, 1985 in India, Consumer Unity
Trust Society, Jaipur, 2001.
Indrani Mazumdar, Women and Globalisation: The Impact on Women Workers in
the Formal and Informal Sectors in India, Stree, Delhi, 2007.
Jagdish Bhagwati In Defence of Globalisation, Oxford University Press, Delhi, 2004.
Jan Breman and Parthiv Shah, Working in the mill no more, Oxford University
Press, Delhi, 2005.
Jan Breman, Footloose Labour: Working in India’s Informal Economy, Cambridge
University Press, Cambridge, 1996.
Jean Dreze and Amartya Sen, India: Development and Participation, Oxford
University Press, Delhi, Third Impression, 2007.
John K.Galbraith, Money: Whence it Came, Whence it Went, Indian Book Company,
New Delhi, 1975.
Joseph Stiglitz, Globalisation and its Discontents, Penguin Books India,
New Delhi, 2003.
National Consumer Disputes Redressal Commission, Landmark Judgments on
Consumer Protection, Universal Law Publishing Co., Delhi, 2005.
Tirthankar Roy, The Economic History of India, 1857-1947, Oxford University
Press, Delhi, Second Edition, 2006.
Government Publications
Economic Survey, Ministry of Finance, Government of India.
Key Results of Employment-Unemployment Rounds, National Sample Survey
Organisation, Ministry of Statistics and Programme Implementation, Govt
of India, New Delhi.
National Human Development Report , Planning Commission, Government of India,
New Delhi.
National Family Health Survey 4 (2015–16), Ministry of Health and Family Welfare,
New Delhi and International Institute of Population Studies, Mumbai.
Other Reports
Handbook of Statistics on Indian Economy, Reserve Bank of India, Mumbai.
Human Development Report, United Nations Development Programme, New York.
World Development Indicators, The World Bank, Washington.

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