Consumer Rights
Pg1:- Contents
1) Introduction
2) Objective
3) What is Consumer Rights?
4) Who is a Consumer?
5) The Consumer in the Marketplace
6) Consumer Protection and Common Problems faced by a Consumer in Market
7) Consumer Movement
8) Consumer Protection Act, 1986 :-
8.1. Three-tier system
8.2. Consumer Rights
9)Learning to become a well-informed Consumer
9.1 Consumer Responsibilities
9.2 Quality Standard Marks
Pg 2:-
1. Introduction : We go to market and buy a variety of goods and avail services required in or day-
to-day life. In exchange of these goods and services, we pay money and derive satisfaction by con-
suming them. But sometimes, we feel dissatisfied due to poor quality, high prices, false promises
made in advertisements, hidden information and costs, etc. and so on. This is done because we are
not aware of our rights as a consumer.
[Link]: The objective of the project is to reduce consumer exploitation by making them aware
about their rights as a consumer.
[Link] is Consumer Rights?
Consumer Rights are referred to a set of laws that represent the right to be informed about the
quantity, quality, purity, potency, price of goods and their standards so that the consumer is protected
against all sorts of unfair trade practices.
4. Who is a Consumer?
(i)Any person who buys any goods for a consideration, which has been paid or promised, or partly
paid and partly promised, or under any scheme of deferred payment. It includes any user of such
goods, when such use is made with the approval of the buyer, but does not include a person who
obtains goods for resale or any other commercial purpose.
(ii) Any person who hires or avails of any service, for a consideration which has been paid or promised,
or partly paid and partly promised, or under any system of deferred payment. It includes any
beneficiary of services when such services are availed of with the approval of the person concerned,
but does not include a person who avails of such services for any commercial purpose.
5. The Consumer in the Market Place
(Do para 1 and 2 from page 76)
These Rules and Regulations refers to Consumer Protection.
6. Consumer Protection and Common Problems faced by a Consumer in Market Place:-
Consumer protection refers to the measures adopted to safeguard the interest and rights of
consumers and to help them in getting their grievances redressed. Consumer protection means
protecting the consumers from unscrupulous, exploitative and unfair trade practices of a seller or
a producer for maximising their profits
The importance of consumer protection from consumer’s point of view can be understood from
the following points:
• Consumer’s Ignorance: In the light of widespread ignorance of consumers about their rights
and reliefs available to them, it becomes necessary to make them aware about their rights and
redressal available.
• Unorganised Consumers: Generally in India, though we have NGOs and Consumer organisations,
consumers are not organised. Thus, to protect and promote their interest, adequate consumer
protection is required.
• Widespread Exploitation of the Consumers: Unaware, ignorant consumers might be exploited
by marketer and thus, consumer protection provides safeguard to the consumers from such ex-
ploitation.
Consumers face problems in market place due to some common malpractices by shopkeepers
which are given below:
• Sale of adulterated goods i.e., selling goods by adding something inferior to the product being
sold
• Sale of spurious goods i.e., selling something of little value instead of the real product
• Sale of sub-standard goods i.e., sale of goods which do not confirm to prescribed quality standards
• Misleading advertisements i.e., false claims made in advertisements by marketer
• Overcharging of price i.e., selling product at price which is higher than MRP
• Fake scarcity to rise the price and black marketing by hoarding of products
• Sale of defective goods
[Link] Movement:-
(Do para 3 page 77)
(Do para 4)
Some of the main reasons for Consumer Movement were:
• Lack of legal system to protect the consumers from exploitation in the marketplace
• Rampant food shortages
• Black marketing
• Hoarding
• Adulteration of food and edible oil
Till the 1970s, objectives, set at the time of origin, were not achieved as consumer
organisations
largely engaged in writing articles and holding exhibitions. Then, they formed
consumer groups
to look into the malpractices in ration shops and overcrowding in the road passenger
transport.
Till the 1970s, consumer organisations were largely engaged in writing articles and
holding
exhibitions. They formed consumer groups to look into the malpractices in ration
shops and
overcrowding in the road passenger transport.
More recently, India witnessed an upsurge in the number of consumer groups.
(Consumers International- Pg 78)
[Link] Protection Act, 1986
Consumer Protection Act, 1986 was passed in year 1986 and was enforced from July 1st
1987 with
the motive to protect the interest of consumers from being exploited by shopkeepers or
markets to
maximize profits which ultimately harm the well-being of the consumer and society.
This Act teaches the consumers to make right choices by educating them about their rights
and
responsibilities of being a consumer and make them aware that how to seek redressal if they
face
any kind of exploitation.
This Consumer Protections Act, 1986:
• applies to all goods, services and unfair trade practices unless specifically exempted by the
Central
Government
• covers all sectors-private, public or co-operative
• provides for establishment of consumer protection councils at the central, state and district
levels,
i.e., three tier machinery system
[Link]-tier System
District Forum
• A complaint can be made to the appropriate District Forum when the value of goods or
services in question along with the compensation claimed does not exceed ` 20 lakh.
• The appeal against the orders of the District Forum can also be filed before the State
Commission.
State Commission
• A complaint can be made to the appropriate State Commission when the value of goods or
services
in question along with the compensation claimed exceeds ` 20 lakh but does not exceed ` 1
crore.
• The appeal against the orders of the State Commission can also be filed before the
National Commission.
National Commission
• A complaint can be made to the appropriate National Commission when the value of goods
or
services in question along with the compensation claimed exceeds ` 1 crore.
• An order passed by the National Commission in a matter of its original jurisdiction is
appealable
before the Supreme Court
8.2. Consumer Rights
A consumer is an important participant in the market. In case of consumer
exploitation, the rights of the consumer must be protected. There are six consumer
rights as mentioned in the regulatory Consumer Protection Act of 1986.
Right to Safety
• Consumer has a right to be protected against marketing of those goods and
services which are
hazardous to life, health and property.
• This states that consumer has a right to get protection against the risks caused due
to the use of
substandard products or products that do not confirm to the safety norms.
Right to Choose
• This right gives the freedom to the consumer to choose goods or avail services
from a variety of
products at competitive prices.
• As per COPRA, to enable the consumer to make the right choice, the marketers
should offer a wide
variety of product in terms of quality, price, size etc.
Right to be Heard
• If a consumer feels dissatisfied with a product or a service, he/she has a right to file
a complaint
and to be heard in consumer court.
• It is because of this reason, many firms have set up their own consumer service
and grievance cells.
Right to Seek Redressal
• The consumer has a right to get relief in case the product or service falls short of
his expectations.
• The Consumer Protection Act provides relief to customers such as replacement of
product, removal of defect in the product, compensation for any loss or injury
suffered by the consumer.
Right to be Informed
• The consumer has a right to have complete information about the product he
intends to buy such as ingredients, date of manufacturing, price, quantity, etc.
• It is because of this reason that the legal framework in India requires the
manufacturers to provide such information on the package and label of the product.
Right to Consumer Education
• A consumer has a right to acquire knowledge on matters regarding consumer
protection and their rights and to be a well-informed consumer.
• A consumer must be aware about the rights, responsibilities and reliefs made
him/her available in case of a product or service falling short of his expectations.
9. Learning to become a well-informed Consumer
9.1 Consumer Responsibilities
A person must his/her responsibilities to become a well-informed consumer. A
person, as a consumer, should make every effort to educate himself/herself about
his/her rights.
Responsibilities that a consumer should discharge while purchasing, using and
consuming goods and services:
• Be aware about various goods and services available in the market so that an
intelligent and wise choice can be made.
• Buy only standardised goods as they provide quality assurance. Thus, look for ISI
mark on electrical goods, FPO/FSSAI mark on food products, Hallmark on jewelery
etc.
• Learn about the risks associated with products and services, follow manufacturer’s
instructions and
use the products safely.
• Read labels carefully so as to have information about prices, net weight,
manufacturing and expiry dates, etc.
• Assert yourself to ensure that you get a fair deal.
• Be honest in your dealings. Choose only from legal source and discourage
unscrupulous practices like black-marketing, hoarding etc.
• Ask for a cash memo on purchase of goods or services. This would serve as a
proof of the purchase made.
• File a complaint in an appropriate consumer forum in case of a shortcoming in the
quality of goods purchased or services availed. Do not fail to take an action even
when the amount involved is small.
• Form consumer societies which would play an active part in educating consumers
and safeguarding their interests.
• Respect the environment. Avoid waste, littering and contributing to pollution.
9.2 Quality Standard Marks
A quality mark gives consumer a visual and easily identifiable quality assessment
tool, originating from a reliable source. Government of India has introduced some
quality standard mark for almost all the products. A consumer should check for these
marks before buying any commodity or product from market place.
Hallmark: It is a certification scheme issued by Bureau of Indian Standards to judge
the purity of gold and silver jewellery. It is applicable for gold since April, 2000 and
for silver since 2005.
AGMARK: It is a certification scheme issued by Directorate of Marketing and Inspection of
the Government of India for agricultural products. It is applicable since 1937 and was
amended in 1986. Agricultural products having this mark, ensures that given products
conform to a set of standards.
ISI Mark: ISI Mark is a certification mark for industrial products in India issued by bureau of
Indian Standards. It is applicable since 1955. It is both mandatory or voluntary. Thus, if a
person wants to purchase an electronic item/industrial items from the market place, he/she
should make sure that the product has ISI mark.
Before writing the conclusion, write this:-
Write pg.86 para 5
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