SOCIAL SCIENCE
PROJECT
CONSUMER RIGHTS
CLASS: X
Prepared By:
STUDENT OF VELAMMAL
VIDYALAYA ALAPAKKAM
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ACKNOWLEDGEMENT
I would like to express my sincere gratitude to
[Link],
for her invaluable guidance and support throughout the
process of researching and preparing this report on
'Consumer rights'
Her expertise and mentorship have been instrumental in
shaping my understanding of this complex and
multifaceted topic.
I am also thankful to Velammal Vidyalaya, Alapakkam,
for providing the educational environment and
resources that have enabled me to undertake this
project. This report would not have been possible
without their encouragement and support
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INDEX
S.N TOPIC PAGE
O NO.
1 INTRODUCTION TO CONSUMER RIGHTS 5
2 CONSUMER IN THE MARKET PLACE 6
3 WHO IS A CONSUMER? 7
4 CONSUMER MOVEMENT 8
5 CONSUMER INTERNATIONAL 9
6 CONSUMER RIGHTS 11
7 RESPONSIBILITIES OF A CONSUMER 12
8 WELL INFORMED CONSUMER 13
9 TAKING CONSUMERS MOVEMENT 14
FORWARD
10 ABOUT AGMARK, HALLMARK, FSSAI 15
11 CONCLUSION 17
12 REFERENCES
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WHAT IS CONSUMER RIGHTS?
‘Consumer rights’ means the right to share the product’s safety and inform about the
particulars of the goods and services which is purchased by the consumer.
there is many information that should be informed to the buyer/consumer.
WHAT ARE THE RIGHTS OF CONSUMERS?
the basic rights of consumers are:
1. right to be informed
2. right to choose
3. right to seek redressal
4. right to represent
WHAT ARE THE THINGS TO BE INFORMED AND WHY?
there are many things to be informed like quality of the product, quantity of the product, the
price of the goods and many more…
these are informed to the consumer because to protect the consumer against unfair trade
practices.
this is known as ‘right to be informed’
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INTRODUCTION TO CONSUMER RIGHT
The term "consumer rights" describes the essential privileges and defences
afforded to those who participate in the market as buyers of products and
services. These rights are intended to empower customers in their dealings
with businesses by ensuring that they are treated fairly and ethically. As
cultures have come to understand the need of maintaining a balance in the
power dynamics between producers and consumers, the idea of consumer
rights has changed over time.
Consumer rights movements gained momentum in the 20th century,
spurred by concerns over product safety, false advertising, and unfair
business practices. Governments and international organizations have
responded by enacting laws and regulations to protect consumers, and
consumer advocacy groups play a crucial role in championing these rights.
In an era of global commerce and digital transactions, the importance of
consumer rights continues to grow, emphasizing the need for a fair and
balanced marketplace that benefits both consumers and businesses.
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CONSUMER IN THE MARKET PLACE
As the impetus for economic interactions in the marketplace, customers
are essential. In the marketplace, a consumer is a person or an entity
that makes purchases of goods or services to fulfil their needs and
aspirations. A dynamic economy is built on the interactions between
firms and customers.
Customers have an impact on the market by their purchasing decisions,
tastes, and habits. Businesses are driven to innovate, enhance product
quality, and deliver exceptional services in response to their demands
and expectations. Companies work hard to comprehend customer
behaviour in a competitive market and modify their tactics to satisfy
changing needs.
The modern market dynamics are characterized by the empowerment of
consumers. Well-informed customers possess the necessary knowledge
and understanding of their rights, enabling them to make more informed
decisions. Because of this, companies are under increased pressure to
draw in and keep consumers by emphasizing quality, ethics, and
openness.
The emergence of digital technology has revolutionized the way
consumers interact with brands by providing instantaneous information
access, tailored marketing, and online purchases. Social media
platforms confer additional accountability to businesses by enabling
customers to share their experiences and shape brand views.
To protect people's rights and interests in the marketplace, there are
laws and regulations pertaining to consumer protection. Fair business
practices, product safety, and fraud prevention are the three main goals
of these legislation. Consumer advocacy groups are essential in
ensuring that companies are held responsible and in promoting the
upholding of these rights.
Essentially, the customer is a dynamic force that shapes the economy in
the marketplace.
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WHO IS A CONSUMER
A consumer is a person or an organization that buys products or
services for their own use, to meet needs, or for the use of other people in
their home. In the economic chain, a customer is essentially the final user of
a good or service. Customers are essential to the market because they create
demand for a wide range of products and services.
Customers can include people shopping for themselves, families
purchasing goods for the home, and companies acquiring supplies and
services for their operations. The term "consumer" is inclusive and covers a
broad spectrum of individuals who transact business.
Making decisions based on requirements, wants, and financial
limitations is one of a consumer's essential traits. In addition, elements like
word-of-mouth marketing, advertising, and first-hand accounts may have an
impact on consumers. In a lot of contemporary economies, knowledgeable
consumers are viewed as self-sufficient people who actively look for
information, weigh their options, and make choices that suit their needs and
ideals.
In many jurisdictions, consumer advocacy, protection, and rights
have grown in importance as ethical and legal issues. In order to guarantee
ethical corporate conduct, product safety, and the dissemination of correct
information to customers, laws and regulations are frequently implemented.
Consumers are fundamentally key players in the market because they have
the power to influence supply and demand dynamics through their purchase
choices.
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CONSUMER MOVEMENT
This movement seeks to define and advance the fundamental rights of
consumers, including the rights to knowledge, safety, autonomy, and
redress as well as the ability to make choices and be heard. Ethical
business-consumer partnerships are based on these rights
Consumer advocates work to guarantee that goods and services are both
high-quality and compliant with safety regulations. They might advocate
for laws and guidelines that shield customers from dangerous or inferior
products.
The goal of the consumer movement is to arm people with information
about their rights and obligations. Consumers with greater knowledge are
better able to resist misleading tactics, make knowledgeable decisions, and
support an equitable economy
Proponents try to encourage integrity, openness, and equity in commercial
dealings. Fighting against unfair pricing, misleading advertising, and other
exploitative tactics falls under this category.
The creation and implementation of laws and rules aimed at safeguarding
consumers are frequently endorsed by the consumer movement. In the event
of injury or discontent, these legal frameworks offer a foundation for
pursuing remedies.
Consumer advocates stress the significance of precise and unambiguous
product information. This entails accurate labeling, ingredient disclosure,
and sincere advertising so that customers can make well-informed
decisions.
Advocacy for Consumer Rights.
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CONSUMER INTERNATIONAL
Consumers International is a global federation of over 250 consumer
organizations across more than 120 countries, dedicated to defending and
promoting consumer rights worldwide. Established in 1960, its mission is to
ensure that consumers are treated safely, fairly, and honestly in the
marketplace
Consumers International upholds eight fundamental consumer rights:
1. Right to Safety: Protection against hazardous products.
2. Right to Information: Access to accurate details for informed
choices.
3. Right to Choose: Access to a variety of products and services.
4. Right to Representation: A voice in policy-making processes.
5. Right to Redress: Fair settlement of just claims.
6. Right to Consumer Education: Knowledge and skills for informed
decisions.
7. Right to a Healthy Environment: Living and working in non-
threatening surroundings.
8. Right to Basic Needs: Access to essential goods and services.
Right to Safety
Consumers have the right to be protected against products, production
processes, and services that are hazardous to health or life. This encompasses
both immediate and long-term risks. For instance, a faulty mobile phone battery
causing injury can be reported under this right.
Right to Information
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This right ensures that consumers are provided with all necessary information to
make informed decisions. It includes protection against dishonest or misleading
advertising and labelling. For example, labels on food items showing
ingredients and expiry dates help consumers make safe choices.
Right to Choose
Consumers should have access to a variety of products and services at
competitive prices. This right ensures that monopolies do not restrict consumer
options and that satisfactory quality and service are available at fair prices. For
instance, having multiple brands of toothpaste available in a store exemplifies
this right.
Right to Representation
Consumers have the right to advocate for their interests in the formulation and
execution of economic and other policies. This includes representation in
governmental and policy-making bodies, ensuring that consumer voices
influence decisions that affect them
Right to Redress
This right allows consumers to receive a fair settlement of just claims,
including compensation for misrepresentation, shoddy goods, or unsatisfactory
services. For example, obtaining a refund for a defective washing machine
falls under this right.
Right to Consumer Education
Consumers have the right to acquire knowledge and skills needed to make
informed, confident choices about goods and services. This includes awareness
of basic consumer rights and responsibilities and how to act on them.
Awareness programs about online frauds are examples of initiatives supporting
this right.
Right to a Healthy Environment
This right ensures that consumers live and work in an environment that is non-
threatening to the well-being of present and future generations. It acknowledges
the need to protect and improve the environment for the benefit of all.
Right to Basic Needs
Consumers are entitled to access essential goods and services necessary for
survival, such as adequate food, clothing, shelter, health care, education, and
sanitation. This right emphasizes the importance of availability and
affordability of basic necessities
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CONSUMER RIGHTS
In India, consumer rights are safeguarded under the Consumer Protection
Act, 2019, which replaced the Consumer Protection Act, 1986. This Act
aims to protect the interests of consumers and establish authorities for
timely and effective administration and settlement of consumer disputes.
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.
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RESPONSIBILITIES OF CONSUMER
Consumers hold not only rights but also responsibilities that contribute to a
fair, safe, and ethical marketplace. While rights protect consumers from
exploitation, responsibilities ensure that consumers act in ways that promote
their own well-being and that of society. Below is a detailed explanation of
key consumer responsibilities:
• The customer has to use his rights:
The consumer has to know what his rights are. Regretfully, there is
a lack of awareness among consumers. Not even the government has
made much of an effort to raise public awareness.
• Careful Shopper:
Along with being aware of their rights, consumers need to exercise
extreme caution when making purchases. As a customer, you should
seek for formal documentation pertaining to the product rather than
simply believing what the store says. Customers are therefore less
likely to be duped if they exercise caution.
• Making a Complaint to Get Real Grievances Redressed:
In order to resolve legitimate complaints, you as a customer should
not be reluctant to make a complaint against the business or the
retailer.
• A consumer must be Quality-Conscious:
A consumer must not go for cheap products available in the markets.
Also, should not fall greedy for discounts. While purchasing any
product, the consumer must be quality conscious and look for the
ISI mark on the product. Be aware of duplicate products.
• Do not be carried away by Advertisements:
Advertisements are made to attract customers and to make them
aware of the product. But, not necessarily, everything shown in
advertisements is correct. Therefore, a consumer must apply his/her
common sense and must not be carried away by advertisements. •
Insist on Cash Memo: Every product how so ever small or big,
cheap or costly must be purchased with a cash memo. Moreover, a
cash memo is a proof that the product has been purchased from this
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particular shop at this price. Without a cash memo, a consumer
cannot claim.
WELL INFORMED CONSUMER
Gaining the knowledge necessary to make informed decisions in
the marketplace is a revolutionary process that gives people more power.
Fundamentally, this process is developing critical thinking abilities to help
consumers make sense of the deluge of information they are constantly
exposed to. Gaining the ability to read labels, examine product
information, and read reviews helps one become more discriminating.
Customers can evaluate options and make sure purchases are in line with
their values and particular needs by comparing features and costs.
A key component of this educational project is digital literacy. Consumers
need to be able to traverse the digital terrain with skill as online commerce
and information exchange become more and more prevalent. This involves
spotting online frauds, separating reliable sources from false ones, and
utilizing the plethora of information offered by forums, social media, and
reliable review sites. Using digital technologies guarantees that customers
actively add to the body of consumer knowledge while also keeping them
informed.
The path to being an informed consumer has wider consequences than just
empowering oneself. Customers influence market dynamics by making
well-informed decisions, which pushes companies to put an emphasis on
ethics, quality, and openness. Knowledgeable consumers have a
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cumulative effect that influences industry norms, encouraging
sustainability and igniting innovation.
TAKING CONSUMERS MOVEMENT FORWARD
• India has been observing 24 December as the National
Consumers’ Day. It was on this day that the Indian Parliament
enacted the Consumer Protection Act in 1986.
• India is one of the countries that have exclusive authority for
consumer redressal.
• The consumer movement in India has made some progress in
terms of numbers of organised groups and their activities.
• There are today more than 2000 consumer groups in the country
of which only about 50-60 are well organised and recognised for
their work.
• However, the consumer redressal process is
becoming cumbersome, expensive and time consuming. Many
a time, consumers are required to engage lawyers.
• These cases require time for filing and attending the commission
proceedings etc.
• In most purchases cash memos are not issued hence evidence is
not easy to gather. More over most purchases in the market are
small retail sales.
• The COPRA was amended in the year 2019 to further strengthen
consumers in India. Buying through internet is now included.
• If there is any service deficiency or defective product, service
provider or manufacturer is also held responsible and would be
penalized or even imprisoned.
• Settlement of disputes with the help of a neutral intermediary
outside the Consumer Disputes Redressal Commission, called
mediator, is now encouraged at all the three tiers Consumer
Commissions.
• After more than 30 years of the enactment of COPRA, consumer
awareness in India is spreading but slowly.
• Besides this the enforcement of laws that protect workers,
especially in the unorganised sectors is weak.
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• Similarly, rules and regulations for working of markets are often
not followed.
• Nevertheless, there is scope for consumers to realise their role
and importance.
ABOUT AGMARK, HALLMARK, FSSAI
The AGMARK certification is done of agricultural commodities. There are
total 205 products that need AGMARK. EG: pulses, cereals, essential oils,
vegetable oils, fruits and vegetables and semi processed products and so on.
The scheme is legally enforced by Agricultural Produce (Grading and
Marking) Act, 1937.
There is provision in India that every packaged food item must be labelled with a
mandatory mark in order to be distinguished between lacto-vegetarian and
non-lacto-vegetarian, As per Food Safety and Standards
(Packaging and Labelling) Regulations, 2011, vegetarian foods should be
identified by green and non-vegetarian foods by red/brown symbols
HALLMARK
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The Bureau of India Standards (BIS) hallmark is a hall marking system began
for gold in 2000 and for silver in 2005. It has wider acceptance among
consumers
The BEE Star Label is a designation provided by the Bureau of Energy
Efficiency (BEE) in India. This label signifies the energy efficiency of appliances
and equipment. Products displaying the BEE Star Label meet specific
energy performance standards set by BEE, indicating lower energy
consumption and environmental impact. The more stars on the label, the higher
the energy efficiency.
The Food Safety and Standards Authority of India (FSSAI) is the apex
regulatory body responsible for ensuring food safety and hygiene in India.
Established under the Food Safety and Standards Act, 2006, FSSAI
operates under the Ministry of Health and Family Welfare. Its primary
objective is to protect and promote public health by regulating and
supervising food safety standards across the country.
Established: 5th September 2008
Headquarters: New Delhi
Chairperson: Ms. Punya Salila Srivastava
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CEO: Ganji Kamala V. Rao
Website: [Link]
CONCLUSION
consumer rights and responsibilities are fundamental to establishing a fair,
transparent, and ethical marketplace. These rights empower individuals to
make informed choices, ensure safety, and seek redress, while
responsibilities encourage consumers to act ethically and stay informed.
Together, they foster a balanced relationship between consumers and
businesses, promoting trust and accountability in commercial transactions
By understanding and exercising their rights—such as the right to safety,
information, choice, and redress—consumers can protect themselves from
unfair practices. Simultaneously, by fulfilling their responsibilities—like
staying informed, using products wisely, and voicing concerns—they
contribute to the overall health and fairness of the market
Ultimately, an informed and responsible consumer base is essential for the
sustainability of a just economy. When consumers are aware of their rights
and duties, they not only safeguard their interests but also drive businesses
toward higher standards of quality and ethics
However, with rights come responsibilities. Consumers must stay informed,
make conscientious choices, and voice concerns when necessary. Active
participation and vigilance are key to fostering a marketplace that respects
and upholds consumer interests
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REFERENCES
Text Book on Consumer Protection Act 2019: Along with Rules, Regulations, and
Latest Case Laws by Sangeeta Taak, G.K. Dhir, and Manjit Kaur Bhatia
Consumer Protection Act, 2019: Principles & Practice by Professor (Dr.) V.K.
Agarwal
Publisher: Bharat Law House Pvt. Ltd.
Edition: 1st Edition, 2022
Commentary on the Consumer Protection Act by Dr. J.N. Barowalia &
Abhishek Barowalia
Publisher: LexisNexis
Edition: 8th Edition, 2024
The Consumer Protection Act, 2019 (Bare Act Diglot Edition)
Publisher: Whitesmann Publishing
Edition: 2025
Department of Consumer Affairs, Government of India
Website: [Link]
Details: Official portal providing information on consumer rights, the
Consumer Protection Act, 2019, and related rules and regulations.
NCERT – Consumer Rights Chapter
Centre for Consumer Studies (CCS), Indian Institute of Public Administration
Website: [Link]
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