CHAPTER 1

INTRODUCTION

1
Introduction

A consumer is a person who acquires goods or services for direct use or ownership rather
than for resale or use in production or manufacturing. A consumer is defined as a person who
buys any good or avails a service for a consideration. It does not include a person who
obtains a good for resale or a goods or services for commercial purpose.

The advancement of technology and advent of sophisticated gadgets in the market and
aggressive marketing strategies in the era of globalization have not only open a wide choice
for the consumer, but also rendered the consumer to a plenty of problems. There is an urgent
and increasing necessity to educate and motivate the consumers to be vary of the quality of
the products. He should be equipped to be vigilant with disabled eyes so as to be able to
protect himself from any wrongful act on the part of traders. In order to protect the
consumers, the government of India and state government have indicated steps to introduce
dispute redressal mechanism by way of consumer protection Act.

Consumer protection consist of laws and regulations designed to ensure the rights of
consumer and fair-trade competition and free flow of truthful information the marketplace.
Consumer protection laws are form of government regulations which aims to protect the
rights of consumers and avoid exploitation and make a considered choice in availing of
products and services from the market.

Consumer protection awareness is a crucial facet of modern society, emphasizing the rights
and well being of individuals in their role of buyers. With an ever-expanding marketplace and
diverse product offerings, understanding one's rights as a consumer becomes paramount. This
awareness involves recognizing fair business practices, demanding product safety and being
informed about redress mechanisms. In an era where information flows rapidly, empowering
consumers with knowledge fosters a marketplace where consumers can make informed
choices and safeguard their interests.

In an era dominated by extensive consumer choices and interactive market dynamics, the
need for heightened consumer protection awareness has never been more pronounced. This
awareness serves as a shield, equipping individuals with the knowledge and tools necessary to
navigate the complex landscape of products and services. It involves understanding rights,
discerning fair practices and advocating for one's interests. As consumers play a pivotal role
in

2
economic ecosystems, fostering awareness not only safeguards individual rights but also
contributes to the overall integrity and fairness of the marketplace. In this context, consumer
protection awareness emerges as a cornerstone in creating a balanced and empowered
consumer community.

Significance of the study

Consumer Protection Act ,2019 provides various rights to the consumers. All the consumers
are not well aware about their rights. Thus, there is a need to conduct a study and to analyze
the awareness level of consumers towards consumer protection. Consumer protection
awareness is crucial as it empowers individuals to make informed decisions, safeguards their
rights and promotes fair business practices.

Statement of the problem

As the consumers are not aware about their basic rights, many of them being exploited by the
traders. Hence there is a need to conduct a study to know about their awareness level towards
consumer protection. This study is conducted among the consumers in Cherpulassery
municipality, to determine awareness level of consumers towards the basic rights and
formalities for filing the complaints.

Scope of the study

The study was conducted to understand the consumer protection awareness among consumers
in Cherpulassery municipality. It helps to understand factors influencing buying behavior of
consumers, consumers awareness on their rights and formalities for filing the complaints.

Objectives of the study

• To study the factors influencing buying behavior of consumers.

• To measure the level of awareness on consumer rights.
• To study the awareness among consumers regarding the procedural formalities for filing
complaints.

3
Research design

The present study is descriptive in nature.

Sources of Data

Sources of Primary Data

Primary data collected from 50 consumers in Cherpulassery municipality.

Sources of Secondary Data

Secondary data collected from websites, articles etc.

Sampling design

Sampling design involves population, method of sampling and sample size.

Population

Population for this study is consumers in Cherpulassery municipality.

Sample Size

Sample size selected for this study is 50 consumers.

Sampling Method

Samples for the study are selected through convenient sampling technique

Tools for Data Collection

A structured questionnaire was used for collecting data.

Tools for Analysis

To analysis the data obtained through primary data, the study itself used the tools such as

a.) Analysis Tools

4
• Percentage Analysis

b.) Presentation Tools

• Tables

• Charts

• Diagrams

Period of Study

The period of the study is 21 days.

Limitation of the Study

• There may be personal bias of the respondents while answering questions.

• The study is based on sampling technique. So, there is chance of sampling errors.

Chapter Scheme

• Chapter 1: Introduction

• Chapter 2: Review of Literature

• Chapter 3: Theoretical Framework

• Chapter 4: Data Analysis and Interpretation

• Chapter 5: Summary, Findings, Conclusion and Suggestions

5
 CHAPTER 2
REVIEW OF LITERATURE

6
In order to understand consumer protection awareness among consumers, various previous
studies were reviewed. The most relevant 8 studies presented in the current chapter in
chronological order of year.

• Sobia Bashir et al. (2023) This research paper explores the connection between consumer
education and consumer protection laws and highlights the benefits of educating consumers
about their rights and responsibilities. The study finds that consumer education can increase
consumer knowledge of their rights and obligations, improve their ability to identify and
report fraudulent or deceptive business practices and enhance their confidence in the
marketplace. The research also analyses the effectiveness of different consumer education
programs and initiatives in improving consumer awareness and protection.

• Nurul Fibrianti et al. (2023) This article scrutinizes consumer behavior in Indonesia, Spain
and Australia, each charactised by unique cultures impacting consumer conduct and
regulatory development. The article underscores the need for culturally sensitive approaches
in formulating and enforcing consumer protection measures to address diverse challenges.

• Jahongir Babayev (2023) In the study entitled ' Safeguarding consumer rights in digital
age: challenges and strategies, examines the key challenges faced by consumers in the digital
age such as data privacy and security, online transactions and fraud, misleading advertising
and information and unfair contract terms.

• Janis K Pappalardo (2022) The author examines the role of economics in consumer
protection, drawing from her experience at US Federal Trade Commission (FTC) which has a
dual mandate to promote competition and protect consumers. The focus of this article is on
the definition and estimation of consumer injury from deception or unfair trade practices
including approaches to estimate consumer injury from lapses in data security and privacy
policies and procedures.

• P Shiney & TM Hemalata (2020) In their article entitled ' awareness of consumer rights
and responsibilities among youngster’s states that consumer rights are designed to ensure fair
trade competition, free flow of truthful information in market place and may provide
additional protections for the weak and those unable to take care of themselves. Consumer
rights are given to consumer to protect him from being cheated by an unscrupulous traders
and service providers.

7
• Devi Manorama & Kalita Mira (2020) They made an attempt to find out awareness level
among rural women about consumer rights and responsibilities. A total of 120 respondents
have been selected for the present study and interview method has been used to collect data.
Majority of the respondents showed average awareness towards consumer responsibilities.

• Jugal Kumar Boro (2018) The study has been undertaken to find the level of consumer
awareness about the consumer rights and the constraints faced by them while utilizing
consumer rights in rural areas of Bongaon Block. The rights of consumers must be informed
to the consumers and should do all necessary precautions in order to protect their rights. For
this, procedures and rules should be simplified in a way that producers and consumers get
benefit out of that.

• Nishat Ullah Khan (2018) She analysed awareness about consumer protection act. It helps
the consumer to know their rights to protect against exploitation. This is an explorative study
based on primary data. A structured questionnaire has been framed to know the awareness of
consumer protection among the rural and urban consumers. The sample size is 300
respondents. It is revealed that urban consumers are significantly aware of consumer
protection rights compared to rural consumers.
Reference

• Sobia Bashir [Link] (2023) " the Role of Consumer Education in Strengthening Consumer
Protection Laws", Pakistan Journal of Social Research 5 (02), 85-92.

• Nurul Fibrianti [Link] (2023) " Legal Culture and Legal Consciousness of Consumers: The
Influence on Regulation and Enforcement of Consumer Protection Laws", Journal of
Indonesian Legal Studies 8 (2), 1267-1310.

• Jahongir Babayev (2023) "Safeguarding Consumer Rights in the Digital Age:

Challenges andStrategies", Uzbek Journal of Law and Digital Policy 1 (1).

• Janis K Pappalardo (2022) "Economics of Consumer Protection: Contributions and

Challenges in Estimating Consumer Injury and Evaluating Consumer Protection Policy",
Journal of Consumer Policy 45 (2), 201-238.

• P Shiney & TM Hemalatha( 2020) " Awareness of consumer rights and responsibilities
amongyoungsters", Splint International journal of professionals 7(2), 7-11.

• Devi Manorama & Kalita Mira (2020) " A study on consumer awareness on consumer rights

8
and responsibilities: a special reference to the rural women of Assam”, Asian journal of
HomeScience 15(1),1-6.
• Jugal Kumar Boro (2018) "Consumer rights awareness among rural consumers- A study in
rural areas with special reference to Bongaon Block of Kamrup District, Assam",
International journal of Humanities and Social Science 6, 192-200.

• Nishat Ullah Khan (2018)"A study on awareness about consumer protection act among
households of Moradabad region", International journal of trade and commerce IIARTC.

•Ishwar Mittal (2017)"Recognition and Protest for Consumer Rights: A Consumer

Awareness Perspective",MDU Law Journal 19.

• N Indirani & AC Kumar (2016)"Awareness on consumer rights among undergraduate

students in Tiruchirappalli city",International Journal of Educational Investigations 3 (3), 63-
74.

•P Uma Maheswarei Devi & B Sankara Rao(2016)"Consumer Protection Awareness Role of

Education",Universal Journal of Industrial and Business Management 4 (4).

• M Saravanan (2015)" A Study on the Consumer Rights Awareness Level Among Rural
People With Special Reference to Mampad Panchayath of Cherpulassery District in
Kerala",International Journal of Research in Commerce, IT & Management 5 (11), 62-65.

•Peter M Njuguna & Margaret Oloko Luke Oyugi (2014)"Consumer rights awareness and its
effect on consumerism in Kenya: A survey of household consumers in Nakuru
County",European Journal of Business and Management 6 (15), 13-17.

• Venus C Ibarra & Charito D Revilla (2014)"Consumers’ awareness on their eight basic
rights:A comparative study of Filipinos in the Philippines and Guam",International journal of
management and marketing research 7 (2), 65-78.

• Reeta Arora [Link]" An analytical study of consumer awareness among

teenagers",InternationalJournal of Advanced Research in Management and Social Sciences 3
(8), 137-154.

• Ishwar Mittal & Ravi Kumar Gupta (2013)" Awareness as an Instrument to Utilize
Consumer Rights: A Consumer Protection”, Sandesh-Mastnath Journal of Management
(ISSN: 0975- 6515) 8 (1-4).
9
 CHAPTER 3
THEORETICAL FRAMEWORK

10
 Theoretical Framework

Consumer protection consists of laws and organizations designed to ensure the protection of
consumers as well as fair trade competition and free flow of truthful information in the
marketplace. The laws are designed to prevent business that engage in fraud or specified
unfair practices from gaining an advantage over competitors and may provide additional
protection laws are a form of government regulations, which aim to protect the rights of the
consumer. Consumer protection is linked to the idea of "consumer rights" and to the
formation of consumer organizations, which consumer complaints. Other organizations that
promote consumer protection include government organizations, self-regulating business
organizations such as consumer protection agencies and organizations, the federal Trade
commission, ombudsmen etc

A consumer is defined as someone who acquires goods or services for direct use or
ownership rather than for resale or use in production and marketing. Consumer interests can
also be protected by promoting competition in the markets which directly and indirectly serve
consumers consistent with economic efficiency. Consumer protection alcan also be asserted
via non-government organizations and individuals as consumer activism.

Consumer law

Consumer protection law or consumer law is considered as area of law that regulates private
law relationships between individual consumers and the business that sellers those gods and
services. Consumer protection covers a wide range of topics, including but not necessarily
limited to product liability, privacy rights. It is way of preventing fraud and scams from sales
contracts, bill collector regulation.

Consumer protection act

The consumer protection act 2019 was notified on August 9, 2019. However, it came into
effect from July 20 [Link] retaining certain old provisions, the new act has certain new
provisions that tightens the existing rules to further safeguard consumer rights and crate
exhaustive consumer protection law.

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New provisions under consumer protection act 2019

• Inclusion of E commerce, direct selling establishment of central consumer protection

authority

• Strict norms for misleading advertisement

• Strict norms for product liability

• Changes in the pecuniary jurisdiction

• Greather ease to dispute resolution addition in the clause of unfair trade practices

• Unfair contract

• Altemate dispute resolution through mediation

3.1.3. Features of consumer protection act

• Rights of consumers: Clearly outlines the rights of consumers such as the right to
be informed,right to choose, right to be heard and right to seek redressal.

• Central Consumer Protection Authority(CCPA): Establishes a regulatory boby CCPA to

promote, protect and enforce consumer rights.

• Product liability: Introduces the concept of product liability, holding manufactures, sellers
and service providers accountable for defective products or deficient services.

• Unfair Trade Practices: Defines unfair trade practices and provides for stricter penalties
against misleading advertisements and deceptive practices.

• Mediation: Encourages alternative dispute resolution mechanisms including mediation to

resolve consumer disputes faster and more efficiently.

• Product recall: Empowers the government to order the recall of unsafe or substandard
products to safeguard consumer interests.

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 Consumer dispute redressal agencies

These are the quasi-judicial bodies established under the act to provide simple, speedy and
inexpensive redressal to the grivebces of the consumers. These have been established at three
levels:district,statesnd national known as

• District Consumer Redressal Commission or District Commission

• State Consumer Disputes Redressal Commission or State Commission

• National Consumer Dispute Redressal Commission or National commission

Consumer rights

• Right to safety

This consumer rights are defined as the right to protected against marketing of goods and
services which are hazardous to life and property. Violation of this right is almost always the
cause of medical malpractice lawsuits in India. Millions of Indian citizens are killed or
severely hurt by u scrupulous practices by hospitals, doctors and automobile industry. Indian
government is required to have world class product testing facilities to test drugs, foods etc.

• Right to information

This consumer rights are the right to be informed about the quality, quantity, potency, purity,
standard and price of goods and services, as the case may be so as to protect the consumer
against unfair trade practices. In the Indian marketplace, consumers get information to assess
the true value, suitability, safety or reliability of any product.

• Right to choose

It is the right to be assured, wherever possible, to have access to a variety of goods and
services at competitive price.

Competition, invariability is the best regulator of a marketplace. Existence of oligopolies,

cartels and monopoles are counterproductive to consumerism.

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• Right to heard

The right to be heard and to be assured that consumer's interests will receive due
consideration at appropriate forums is referred to as the right to be heard. This right to be
supposed to empower Indian consumers to fearlessly voice their complaints and concern
against products and companies to ensure their issues are handled efficiently and
expeditiously.

• Right to redressal

The right to seek redressal against unfair trade practices or restrictive trade practices or
unscrupulous exploitation of consumer is known as right to redressal. The Indian government
has been slightly more successful with respect to this right.

• Right to consumer education

This right simply ensures that the consumers in India have access to informational programs
and materials that would enable them to make better purchasing decisions. Consumer
education may mean both formal educations through school and college cuticulum and also
consumer awareness campaign run by both government and non-government agencies.
Consumer rights are crucial for ensuring a fair and balanced marketplace. These rights
empower individuals by guaranteeing the right to safety, information, choice and redress.
Safety ensures that products and services meet certain standards, protecting consumers from
harm. The right to information enables informed decision making, fostering transparency.
Consumer choice promotes competition, leading to better quality and affordability. Redress
mechanisms offer remedies in case of dissatisfaction or harm. Overall, consumer rights play a
pivotal role in creating a trustworthy economic environment, promoting ethical business
practices and safeguarding individual from exploitation in the marketplace.

Need for protection of consumer rights

Consumer need protections due to the following reasons:

• Illiteracy and ignorance: Consumers in India are mostly illiterate and ignoral. They do not
understand their rights. A system is required to protect them from unscrupulous
businessmen.

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• Unorganised consumers: In India consumers are widely dispersed and are not United. They
do not understand their rights.

15
• spurious goods: There is an increasing supply of duplicate product, and it is limitation. It is
necessary to protect consumer from such exploitation by ensuring compliance with prescribed
norms of quality and safety.
• Deceptive advertising: Some businessman gives misleading information about quality,
safety and utility of products and consumers are misled by false advertisement. A mechanism
is needed to stop misleading advertisements.
• Malpractices of businessmen, Fraudulent, unethical and monopolistic trade practices on the
part of businessmen lead to exploitation of consumers. Consumer often get inferior and
substandard goods and poor services. Certain measures are required to protect the consumers
against such malpractices.

Consumer complaint

Under consumer protection act complainant means:

• A consumer

• Any voluntary consumer association

• The central government

• The state government or union territory association

• One or more consumers, where there are numerous consumers having the same interest

• In case of death of a consumer, his legal heir or representative

• Under consumer protection act following constitutes a complaint

• An allegation in writing made by the complainant

• Any unfair trade practice or restrictive trade practice that has been adopted by any traders

• The goods bought or agreed to be bought suffer from one or more defects

• Services hired or availed or agreed to be hired or availed suffer from deficiencies in any
respect

• Goods or services which are hazardous to life and safety of the public are being offered to
public

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A complaint should contain the following information:

• The name, description and address of the complainant

•The name, description and address of the opposite party or parties

• The facts relating the complaint and when and where it arose

• Documents’ if any' in support of allegations and

• The relief which the complainant is seeking

A swift and equitable resolution to this consumer complaint is imperative for preserving
customer satisfaction and loyalty. By addressing the concerns transparently and providing
a satisfactory resolution, the company not only rectifies the immediate issue but also
reinforces its commitment to customer centric practices. This approach is pivotal in
maintaining a positive brand image and fostering trust among consumers, contributing to
the overall success and reputation of the business.

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 CHAPTER 4

DATA ANALYSIS AND INTERPRETATION

18
 4.1 Classification of Respondents Based on Age
Table 4.1
Age of Respondents
Age No of respondents Percentage
Below 20 12 24%
21-30 19 38%
31-40 6 12%
41-50 10 20%
Above 50 3 6%
Total 50 100%
Source: Primary data

Age of Respondents

Age of Respondents

6%

24%
20% Below 20
21-30
31-40
41-50
12%
Above 50

38%

Figure 4.1
Interpretation

The study consist of 24% respondents are under the age category of below 20,38% of
respondents are under the age group 21-30,12% of respondents are under 31-40,20%of
respondents are under 41-50.6%of respondents are under the age group above 50

19
 Classification of Respondents Based on Gender
Table 4.2
Gender of Respondents
Gender No of Percentage
respondents

Female 42 84%
Male 8 16%
Total 50 100%
Source: Primary data

Gender of respondents
90% 84%
80%
70%
60%
50%
40% Gender of respondents
30%
20% 16%

10%
0%
Female Male

Figure 4.2

Interpretation

In this study majority of respondents are females (84%) and rest are males (16%)

20
 Education Wise Classification
Table 4.3
Educational Qualification of Respondents
Education No of Percentage
respondents
Up to SSLC 11 22%
Plus, two 10 20%
UG 21 42%
PG 5 10%
Others 3 6%
Total 50 100%
Source: Primary data

Educational Qualification of Respondents

6%
10% 22%
Up to SSLC
Plus, two
UG
PG
20%
42% Others

Figure 4.3

Interpretation
In this study 22%respondents are under the category up to SSLC,20% are under +2,42% are
under UG,10% are under PG and 6% are under the category others.

21
 Analysis of Form of Purchase
Table 4.4
Form of Purchase of Respondents
Opinions No of Percentage
respondents

Online 4 8%
Offline 12 24%
Both 34 68%
Total 50 100%
Source: Primary data

Form of Purchase of Respondents

8%

24%

Online
Offline
68%
Both

Figure 4.4

Interpretation

It was found that most of the respondents use both online and offline platform for purchasing
(68%), 8% use online mode and 24% use offline mode

22
 Analysis of Quality of Products
Table 4.5
Quality of Products
Opinions No of Percentage
respondents

Yes 22 44%
No 0 0%
Maybe 28 56%
Total 50 100%
Source: Primary data

Quality of Products

100%
90%
80%
70%
60%
44% 56%
50%
40%
30%
20%
10%
0%
0%
Yes No Maybe

Figure 4.5

Interpretation

It was observed that 44% of the respondents accept that the product should assure required
quality while making purchases.56% is view that the product may or may not assure quality

23
 Analysis of Checking of Product Details
Table 4.6
Checking of Product Details
Opinions No of Percentage
respondents

Yes 40 80%
No 1 2%
Sometimes 9 18%
Total 50 100%
Source: Primary data

Sales

18%

2%
Yes
No
Sometimes

80%

Figure 4.6

Interpretation

It was observed that 80%of respondents check and examine the product details while making
the purchases,18%sometime look for it and rest 2% doesn't look for such

24
 Analysis of Acceptance of Bill, Receipts, Invoice
Table 4.7
Acceptance of Bill, Receipts, Invoice
Opinions No of Percentage
respondents

Always 15 30%
Sometimes 1 2%
Maybe 34 68%
Total 50 100%
Source: Primary data

Acceptance of Bill, Receipts, Invoice

80%
70%
60%
50%
Acceptance of
40% Bill, Receipts, Invoice
68%
30%
20%
30%
10%
0% 2%
Always Sometimes Maybe

Figure 4.7

Interpretation

As per this study 30% of respondents always receive bill, receipts, invoice after a
purchase,68% sometime receive and 2% never receive

25
 Analysis of Demand for Bill, Receipts, Invoice
Table 4.8
Demand for Bill, Receipts, Invoice
Opinions No of respondents Percentage

Yes 18 36%

No 10 20%

Maybe 22 44%

Total 50 100%
Source: Primary data

Demand for Bill, Receipts, Invoice

Maybe 44%

No 20% Demand for

Bill, Receipts, Invoice

Yes 36%

0% 10% 20% 30% 40% 50%

Figure 4.8

Interpretation

It was found that 36% of respondents demand for bill, receipts, invoice if they don't receive
one after purchase,44% sometimes ask and 20% never ask for one

26
 Analysis of Comparison of Prices
Table 4.9
Comparison of
Prices
Opinions No of Percentage
respondents

Yes 43 86%
No 0 0%
Sometimes 7 14%
Total 50 100%
Source: Primary data

Comparison of Prices

0% 14%

Yes
No
Sometimes

86%

Figure 4.9

Interpretation

As per the study 86% of respondents compare the prices when they shop, and 14% sometimes
compare the prices.

27
 Analysis of warranty Terms and Conditions
Table 4.10
Warranty Terms and Conditions
Opinions No of Percentage
respondents

Yes 25 50%
No 5 10%
Partially 20 40%
Total 50 100%
Source: Primary data

Warranty Terms and Conditions

40%
50%
86%
0%
14%
10%

Figure 4.10

Interpretation

It was found that 50%of respondents agree that sellers provide clear information about
warranty terms and conditions at the time of purchase,10% state that sellers don’t provide
information and 40% state that sellers partially provide information.

28
 Analysis of Behavior of Respondents among Sellers
Table 4.11
Behavior of Respondents among Sellers
Opinions No of Percentage
respondents

Neutral 23 46%
Satisfied 25 50%
Very satisfied 2 4%
Total 50 100%
Source: Primary data

Behavior of Respondents among Sellers

100%
90%
80%
70%
60%
50% 46% 50% 4%
40%
30%
20%
10%
0%
Neutral Satisfied Very satisfied

Figure 4.11

Interpretation

It was observed that 4% of the respondents very satisfied with behavior of sellers,50% are
satisfied with and 46% are neutral on the statement.

29
 Analysis of Level of Awareness of Respondents about
Consumer Rights
Table 4.12
Level of Awareness of Respondents about Consumer Rights
Opinions No of Percentage
respondents

2 10 20%
3 26 52%
4 12 24%
5 2 4%
Total 50 100%
Source: Primary data

Level of Awareness of Respondents about

Consumer Rights

100%
90%
80%
70%
60%
20% 52% 24% 4%
50%
40%
30%
20%
10%
0%
2 3 4 5

Figure 4.13

Interpretation

In this study 20% of respondents state the level of 2, 52% respondents are 3, 24% are
4, 4% are 5.

30
 Analysis of Sources Used by Respondents to Informed about
Consumer Rights
Table 4.13
Sources Used by Respondents to Informed about Consumer Rights
Opinions No of Percentage
respondents

Consumer protection organisation 3 6%

Friends and family 4 8%
Government websites 3 6%
News media 6 12%
Social media 34 68%
Total 50 100%
Source: Primary data

Sources Used by Respondents to Informed

about Consumer Rights
Consumer protection
organisation
6%
8% Friends and family
6%
Government websites
12%

68% News media

Social media

Figure 4.13

Interpretation
It was observed that 6% respondents use consumer protection organization to informed
about rights, 8% are friends and family, 6% are govt website, 12% are news media, 68% are
social media

31
 Analysis of Respondents Awareness about Consumer Rights
Table 4.14
Respondents Awareness about Consumer Rights
Opinions No of Percentage
respondents

Right to safety 13 26%

Right to information 9 18%
Right to choose 5 10%
Right to redress 2 4%
All of the above 20 40%
Others 1 2%
Total 50 100%
Source: Primary data

Respondents Awareness about Consumer

Rights

26% Right to safety

40%
Right to information

18% Right to choose

10% Right to
redress All of

4% the above
Others

Figure 4.14.

Interpretation

It was found that 26% respondents aware about right to safety, 18% aware about right to
information, 10% are right to choose, 4% are right to be redress, 14% are aware about all the
above rights, 2% are aware about other rights

32
 Analysis of Participation of Consumer Education Program or workshop
Table 4.15
Participation of Consumer Education Program or Workshop
Opinions No of Percentage
respondents

Yes 4 8%
No 46 92%
Total 50 100%
Source: Primary data

Participation of Consumer Education

Program or Workshop
100%
90%
80%
70%
60%
50% Participation of Consumer
92% Education Program or
40%
Workshop
30%
20%
10%
0% 8%

Yes No

Figure 4.15

Interpretation

As per the study 8% of respondents participated in consumer education program or workshop

and remaining 92% respondents are not participated.

33
 Analysis of violation of Rights
Table 4.16
Violation of
Rights
Opinions No of Percentage
respondents

Yes 2 4%
No 14 28%
Sometimes 34 68%
Total 50 100%
Source: Primary data

Violation of Rights

4%

28%
Yes
No
Sometimes
68%

Figure 4.16

Interpretation

It was found that out of the respondents 68% felt that their rights are sometimes being
violated, 4% agree that their rights are getting violated while, 28% respondents that their
rights are not getting violated.

34
 Analysis of Respondents Awareness about Consumer Right Issues

Table 4.17

Respondents Awareness about Consumer Right Issues

Opinions No of respondents Percentage

Yes 11 22%

No 17 34%

Not sure 22 44%

Total 50 100%

Source: Primary data

Respondents Awareness about Consumer

Right Issues
50%
45%
40%
35%
30%
25%
20% 44%

15% 34%

10% 22%
5%
0%
Yes No Not sure

Figure 4.17

Interpretation

The study reveals that 22% of respondents know about where to go for assistance or
information, if they have a consumer rights issue, 34% have no awareness about this, 44%
are not sure.

35
 4 .18 Analysis of Respondents Awareness about Documents for
Filing Complaints
Table 4.18
Respondents Awareness about Documents for Filing Complaints
Opinions No of Percentage
respondents

Yes 39 78%
No 11 22%
Total 50 100%
Source: Primary data

Respondents Awareness about Documents

for Filing Complaints

22%

Yes
No

78%

Figure 4.18

Interpretation

As per the study 78% of respondents know the documentation required for filing a consumer
complaint, 22% are not aware.

36
 Analysis of Sources Used by the Respondents to Know about
Formalities for Filing Complaints
Table 4.19
Sources Used by the Respondents to Know about Formalities for Filing
Complaints

Opinions No of respondents Percentage

Online sources 23 46%
Consumer right organisation 3 6%
Friends and family 12 24%
Legal professionals 7 14%
Others 5 10%
Total 50 100%
Source: Primary data

Sources Used by the Respondents to Know about Formalities for Filing

Complaints

10%

Online sources
14%
Consumer right organisation
46%
Friends and family
Legal professionals

24% Others

6%

Figure 4.19

Interpretation

In this study 46% of respondents use online sources to gain knowledge about the procedural
formalities for filing complaints, 6% are from consumer rights organizations, 24% are from
friends and family, 14% are from legal professionals, 10% are from other sources.

37
 Analysis of Respondents Awareness about Time Limit of a Complaint

Table 4.20

Respondents Awareness about Time Limit of a Complaint

Opinions No of Percentage
respondents

Yes 40 80%
No 10 20%
Total 50 100%
Source: Primary data

Respondents Awareness about Time Limit

of a Complaint

20%

Yes
No

80%

Figure 4.20

Interpretation

It was observed that 80% of respondents are aware of the time limit for filing complaints,
remaining 20% are not aware about this.

38
 Analysis of Respondents Awareness about Forms for Filing Complaint
Table 4.21
Respondents Awareness about Forms for Filing Complaint
Opinions No of Percentage
respondents

Yes 39 78%
No 11 22%
Total 50 100%
Source: Primary data

Respondents Awareness about Forms for

Filing Complaint

22%

Yes
No

78%

Figure 4.21

Interpretation

The study reveals that 78% of respondents know about the forms available for filing
complaints, 22% are not aware.

39
 Analysis of Consumer Complaints
Table 4.22
Consumer Complaints
Opinions No of respondents Percentage

Yes 5 10%
No 45 90%
Total 50 100%
Source: Primary data

Consumer Complaints

90%
80%
70%
60%
50% 90% Consumer Complaints
40%
30%
20%
10% 10%
0%
Yes No

Figure 4.22

Interpretation
The table shows that 90% of respondents did not file any complaints, remaining 5%
filed complaints

40
 Analysis of Respondents Awareness about Consumer Complaint Agencies
Table 4.23
Respondents Awareness about Consumer Complaint Agencies
Opinions No of Percentage
respondents

Consumer protection agency 2 40%

Company or service provider 1 20%
Online consumer forums 2 40%
Others 0 0%
Total 5 100%
Source: Primary data

Respondents Awareness about Consumer

Complaint Agencies

0%

Consumer protection agency

40% 40% Company or service provider
Online consumer forums
Others
20%

Figure 4.23

Interpretation

In this study 40% of respondents file complaints through consumer protection agency, 20%
are through company or service provider, 40% are through online consumer forums.

41
 Analysis of Response of Complaints
Table 4.24
Response of Complaints
Opinions No of Percentage
respondents

Satisfied 1 20%
Not satisfied 3 60%
No action 1 20%
Total 5 100%
Source: Primary data

Response of Complaint

20% 20%

Satisfied
Not satisfied
No action

60%

Chart 4.24

Interpretation

It was observed that 20% of respondents are satisfied with the response to the complaint, 60%
are not satisfied, 20% of respondent’s complaints have no action.

42
 CHAPTER 5
SUMMARY, FINDINGS, CONCLUSION
AND SUGGESTIONS

43
Summary

The summary of the study contains a description of the study. The title of the study is
consumer protection awareness among consumers with special reference to Cherpulassery
municipality. The first chapter contains an introduction, objectives, scope and significance of
the study. The second chapter includes theories by social researchers. Third chapter deals
with description on the study. The fourth chapter includes presentation of the study, simple
statistical techniques like graph, table, diagrams etc. Fifth chapter deals with summary,
findings, conclusion and suggestions.

Findings

• 68% of respondents use online and offline platform for purchase.

• Out of 50 respondents 28 respondents believe that product assured required quality

occasionally.

• 80% of respondents examine MRP, expiry date and other details.

• 68% of respondents receive bill, invoice, receipts occasionally.

• Out of 50 respondents 22 respondents demand for bill occasionally.

• 86% of respondents compare the prices.

• Out of 50 respondents 25 respondents agree that sellers provide clear information about
warranty terms and conditions.

• 50% of respondents are satisfied with the sellers in their locality.

• 52% of respondents are moderate aware about consumer rights.

• 68% of respondents are using social media to informed about consumer rights.

• Out of 50 respondents 20 respondents are aware about all the rights.

• 92% of respondents are not participated in consumer education program or workshop.

44
• 68% of respondents believe that their rights are being violated occasionally.

• Out of 50 respondents 22 respondents are not sure where to go for consumer issues.

• . Out of 50 respondents 39 respondents are aware about documentation for filing a

complaint.

• 46% of respondents are using online sources for gain knowledge about the procedural
formalities for filing complaints.

• 80% of respondents are aware about time limit for a complaint.

• Out of 50 respondents 39 respondents are aware about forums for filing complaint.

• Out of 50 respondents only 5 respondents are filed a consumer complaint.

• Out of 50 respondents’ majority of respondents filed complaint to consumer

protection agencyand online consumer forums (40%).

• 60% of respondents are not satisfied with the action of their complaint.

Conclusion

Invariably, consumers are vulnerable for lots of exploitations that can be witnessed more in a
developing country with prevalence of mass poverty and illiteracy. India too is no exception
to it. Instances like overcharging, black marketing, adulteration etc are not common here.
From time-to-time government has attempt to safeguard consumers interest through
legislations and consumer protection act. The study helps to know about consumer protection
awareness among consumers in Cherpulassery municipality. From this study it is evident that
some respondents are aware consumer protection, but some are not aware about it. It is found
that the respondents experienced some kind of consumer rights violation. The majority of
respondents are not participated in consumer education program or workshop. So various
programs and schemes can be introduced for protecting the interest of the consumers.

45
 Suggestions

Following is the suggestion regarding the observation and analysis from the study:

• The government must provide consumer education program or workshop to the consumers.

• To provide effective, efficient, inexpensive and speedy redressal system to the consumers.

• The product should assure required quality while making purchases.

• The sellers must provide clear information about warranty terms and conditions.

• To implement various schemes to protect consumers from adulteration and duplication

• To make consumer protection awareness among consumers through media.

46
APPENDIX

47
 Questionnaire

Respected sir/madam,

A project titled " A study on consumer protection awareness among consumers in

Cherpulassery municipality" is being conducted as part of partial fulfilment of the
requirements for the awardof Degree of Bachelor of Commerce. Kindly mark your response
to facilitate the same. Data collected will be kept confidential and be used only for academic
purposes.

1. Name: -

2. Age: -

o Below 20
o 21 - 30
o 31 - 40
o 41 - 50
o Above 50

3. Gender: -

o Male
o Female
o others

4. Educational Qualification.

o upto sslc
o +2
o Ug
o Pg
o others

5. As a consumer which form of purchase do you prefer?

o online
o offline
o both

48
6. Whether the product assures required quality while making purchases?

o Yes
o No
o May be

7. Do you examine MRP, expiry date and other details of the items you buy?

o Yes
o No
o Sometimes

8. Do you receive bill, invoice, receipts after a purchase?

o Always
o Sometimes
o Maybe

9. If not received, do you ask for one?

o Yes
o No
o Maybe

10. Do you compare the prices when you shop?

o Yes
o No
o Sometimes

11. Did the sellers provide Clear information about warranty terms and conditions at the time
of the purchase?

o Yes
o No
o Partially

12. State the level of satisfaction on the behavior of the sellers in your locality?

o Very satisfied
o Satisfied

49
 o Neutral
o Dissatisfied
o very dissatisfied

13. How would you rate your overall awareness of consumer rights on a scale of 1 to 5 with
1 being very low awareness and 5 being very high awareness?

o 1
o 2
o 3
o 4
o 5

14. What sources do you used to stay informed about consumer rights?

o Govt websites
o Consumer protection organizations
o News media
o Social media
o Friends and family
o Others

15. Please list any consumer rights that you are aware of

o Right to safety
o Right to information
o Right to choose
o Right to redress
o All of the above
o Others

16. Have you ever participated in consumer education program or workshop?

o Yes
o No

17. As a consumer have you ever felt that your rights are being violated?

o Yes
o No

50
 o Sometimes

18. Do you know where to go for assistance or information If you have a consumer right issue?

o Yes
o No
o Not sure

19. Do you know the documentation required for filing a consumer complaint?

o Yes
o No

20. How did you gain knowledge about the Procedural formalities for filing compliants?

o Online sources
o consumer right organizations
o Friends and family
o Legal professionals
o Others

21. Are you aware of the time limit in which a complaint should be filed?

o Yes
o No

22. Do you know about the forums available for filing compliants?

o Yes
o No

23. Have you ever filed a consumer complaint before?

o Yes
o No

24. If yes, where did you file your complaint?

o Consumer protection agency

o Company or service provider
o Online consumer forums
o Others

51
25. What was the response to your complaint?

o Satisfactory
o Not satisfactory
o No action

52
BIBLIOGRAPHY

53
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