Consumer Rights Project

1. Consumer
A consumer is anyone who buys goods or hires services for a personal use. For example, a student buying
a notebook, a family buying groceries, or a person hiring a taxi are all consumers. In contrast, a shopkeeper
who buys goods only to resell them in his shop is not a consumer under the law 1 . Consumers span many
categories – individuals, families, or even groups such as a club buying supplies. For instance, if a family
purchases food at a market for home use, all family members are consumers of those goods.

• Example: If Rohit buys a phone for his personal use, he is a consumer of that phone. If the phone
breaks immediately, Rohit can claim his rights under the Consumer Protection Act.
• Example: School children using stationery provided by their parents are indirect consumers of those
products (their parents are the buyers).

a) Examples of Consumers

• A teenager buying clothes at a mall.

• A household purchasing cooking gas and utensils.
• A patient paying for medical services at a clinic.
• A traveler buying a train ticket for personal travel.

Suggested image: A family shopping together at a store (showing people buying everyday goods).

b) Issue of Consumer Protection

Consumers often face problems such as low-quality goods, overpricing, or fraud. In past decades, markets
were filled with adulterated foods and fake products. For example, by the 1980s there were many
adulterated and sub-standard goods in the market 2 . To counter such issues, governments enacted laws
(e.g. the Contract Act 1872, Sale of Goods Act 1930) but full protection still lagged. The Consumer
Protection Act was introduced to address these gaps 2 . It empowers consumers and holds traders
accountable.

• Historical note: Before 1986, Indian consumers had little organized protection; problems like
spurious medicines and tainted food were common. The 1986 Act helped address adulterated and
sub-standard goods 2 .
• Current issue: Online shopping brings new challenges (like fake websites or delayed deliveries). The
Consumer Protection Act, 2019 explicitly covers e-commerce and tele-shopping to protect modern
consumers 1 3 .

Suggested image: A protest march or rally for consumer rights (showing people with placards), emphasizing
that consumers sometimes have to stand together to demand fair treatment.

1
c) Types of Consumers

Consumers can be classified in different ways:

- Individual vs. Family/Group: An individual is a single-person consumer (e.g. Raj buys a book for himself).
A group can be co-operative consumers (e.g. a family sharing groceries, or a school purchasing notebooks
for students).
- Ultimate Consumers: People who actually use the product (e.g. the person eating purchased food). Even
if someone else buys it, the user is the ultimate consumer.
- Commercial Consumer: When a business buys something for its own use (not for resale), it is also a
consumer of that product. For example, a factory buying office supplies is a consumer of stationery (even if
the buyer is a company).
- Potential vs Actual: A potential consumer is interested in buying in the future, while an actual consumer
has already made a purchase.

Suggested image: Various people using products: e.g., a student with books, a mechanic with tools, a family
at dinner. (This could illustrate that consumers come in many forms.)

d) Difference Between Consumers and Customers

A customer is the one who purchases the goods or services, while the consumer is the one who uses or
consumes them. In many cases they are the same person, but not always. For example, if a mother buys a
cake from the bakery, she is the customer (she paid for it) and her children who eat the cake are the
consumers of that cake.

Customer Consumer

Purchases the product (buyer) 4 Uses or consumes the product 4

May buy to resell or use in business Uses product for own needs; typically cannot resell

Payment of money is involved Sometimes may receive as gift or gratis

E.g., a shop owner buying stock for resale E.g., the people who eat groceries bought for the home

• Example: A wholesaler (customer) buys shirts from a factory. End users (consumers) are the people
who wear those shirts.
• Example: Manoj gave his friend a gift TV. Manoj is the customer who bought it, and his friend is the
consumer who uses it.

By definition, the end-user is the consumer 4 . A key point: a consumer often has no intent to resell,
whereas a customer might buy to resell.

2. Who Is a Consumer?
Legally, the Consumer Protection Act (2019) defines a consumer as a person who buys any good or hires
any service for a consideration (payment) 1 . This definition includes all forms of transactions: offline,
online (e-commerce), teleshopping, or any direct selling. For example, if a student orders an online course
and pays a fee, the student is a consumer of that educational service 1 .

2
Under the law, one is not a consumer if the purchase is for resale or strictly for commercial purposes 1 .
For instance, a retailer who buys TVs to sell to others is not a consumer of those TVs (because they will be
resold). However, even businesses can sometimes be consumers: if a company buys a photocopier for its
office (not to sell), that company is a consumer of the photocopier.

• Example: Seema buys cooking oil from the store to use at home – she is a consumer of that oil.
• Example: A school buys lab chemicals for experiments – the school is a consumer of those
chemicals.

Therefore, everyday buyers of goods and users of services are consumers unless their purchase is only
for resale/commercial profit 1 .

Suggested image: A person holding currency notes and a shopping bag, indicating a purchase – symbolizing
the act of buying goods (being a consumer).

3. Consumer Rights
The Consumer Protection Act guarantees several basic rights to protect and empower buyers. Every
consumer should know these rights so they can assert them if something goes wrong. The main rights are:

• a) Right to Safety: Consumers have the right to be protected against products or services that are
hazardous to life and health 5 . This means products must be safe to use and meet quality
standards. For example, electrical appliances must be insulated properly, and medicines must meet
health regulations. Quality marks (like ISI or FSSAI labels) help ensure safety.
• Example: If a company sells a defective mixer that causes an accident, the consumer can claim
redress because the right to safety was violated.

• Case: The Central Consumer Protection Authority (CCPA) can order recalls of unsafe products 6 ,
showing enforcement of this right.

• b) Right to Information: Consumers should be informed about the quality, quantity, potency,
purity, standard and price of goods or services 5 . In practice, this means accurate labels, proper
packaging, and truthful advertising. For instance, food packages list ingredients, manufacture date,
expiry date, and nutritional facts so consumers know exactly what they buy.

• Example: A customer has the right to know if milk is pasteurized, or if fruit juice contains added
sugar. If a label falsely claims “100% juice” but actually contains water, the consumer’s right to
information is violated.

• c) Right to Choose: Consumers have the freedom to choose from a variety of products and services
at competitive prices 7 . Monopolies or forcing buyers to take unwanted products is not allowed.
For example, buyers should not be locked into buying only one brand if other options exist.

• Example: A grocery store must allow customers to choose from different brands of cooking oil rather
than selling only its own brand at high price.

3
 • d) Right to be Heard: Consumers’ interests will receive due consideration and they have the right to
express their grievances at appropriate forums. This means consumer complaints and opinions can
influence policies and practices. For example, consumer forums give victims a voice in courts, and
even government agencies consider consumer feedback.

• Example: When many people complained about a toxic product, the government investigated and
changed rules (as happens when a misleading advertisement is reported). Consumers can file public
interest petitions to raise issues.

• e) Right to Seek Redressal: Consumers can get justice and fair compensation if they are cheated or
receive defective goods or deficient services. They can approach consumer courts (forums) to file
complaints and claim remedies. These remedies may include refund, replacement, repair, or
compensation for loss or injury.

• Case Study: In Rajeshree vs. Sony India (Hyderabad, 2019), a consumer bought a Sony TV that was
faulty. The District Consumer Forum ordered Sony and the dealer to refund ₹1.3 lakh and pay ₹2
lakh compensation 8 . This enforces the consumer’s right to redress.

• Case Study: In Chandigarh State Commission (2024), Flipkart and OnePlus were directed to pay ₹61,000
to a buyer for selling a malfunctioning phone 9 . The consumer had complained that the phone
never worked properly.
These examples show the right to redressal in action: when a product fails to meet expectations, the
law can compel a refund and penalties.

• f) Right to Consumer Education: Consumers have the right to acquire knowledge and skills needed
to make informed choices. Education programs help consumers understand their rights and
responsibilities. For example, awareness campaigns like Jago Grahak Jago (Hindi for “Wake up,
Consumer!”) by the Indian government educate people about safe buying practices 10 . Schools and
NGOs also run workshops on consumer awareness. An informed consumer is less likely to be
exploited 11 .

Suggested image: An infographic or collage showing the six consumer rights (each represented by an icon,
e.g. a shield for safety, an information “i” for information, scales for choice, a megaphone for being heard, a
gavel or handshake for redressal, and a graduation cap or book for education).

4. Responsibilities of a Consumer
Just as consumers have rights, they also have responsibilities. A responsible consumer helps make the
market fairer for everyone. Key responsibilities include:

• Be Informed and Careful: Read labels, instructions, and warranty carefully before purchase. Make
sure you understand a product’s terms (e.g. return policy) and how to use it safely.
• Think Independently: Make independent buying decisions. Avoid being fooled by hype or peer
pressure. Compare products and prices to choose wisely.
• Speak Out Against Wrong: If a seller or manufacturer cheats you, don’t stay silent. Complain to the
seller or service provider. If the issue is not resolved, approach consumer forums. Voice your
problems honestly.

4
 • File Complaints Fairly: If you file a complaint, do it sincerely and promptly with evidence (bill,
warranty card, etc.). Help authorities identify unfair practices.
• Be Ethical: Do not damage products or misuse them just to claim a fraud. Use goods responsibly
(for example, follow the safety guidelines). Do not participate in spreading false rumors about
products.
• Pay Promptly: Pay for services or utilities on time and follow contract terms. For example, if you
agree to pay EMI or utility bills by a date, do so to avoid penalty.

• Protect Environment: Dispose off goods (like batteries, plastics) responsibly so that recycling and
proper waste management can occur.

• Example: A customer uses a household appliance according to the manual. He doesn’t overload an
appliance or tamper with it just to claim it’s faulty. This fair use is part of responsible buying.

• Education Program: The “Jago Grahak Jago” campaign in India encourages consumers to learn
their rights and responsibilities 10 .

Suggested image: A teacher giving a lesson on consumer rights to students, or a consumer reading labels on
products.

5. Factors Causing Exploitation of Consumers

Consumers can be cheated in many ways. Key factors and malpractices include:

• Adulteration: Mixing inferior or harmful substances into products (common in milk, spices, edible
oils, etc.). This endangers health.
• Example: In a famous case, a vendor was convicted for selling diluted milk: tests showed the “fatty
solids” were 28% below standard 12 .
• Spurious/Counterfeit Products: Selling fake or duplicate goods under well-known brand names
(e.g. fake detergent or medicines that contain wrong ingredients) 13 .
• False Weights and Measures: Using tampered scales or under-weighing goods. Sellers sometimes
give 900g instead of 1kg to cheat.
• Hoarding and Black Marketing: Deliberately holding back goods (like fuel, grains) to create artificial
scarcity and then selling at high prices 14 .
• Tie-in Sales: Forcing consumers to buy one product only if they also buy another (e.g. selling a
printer only with a costly ink cartridge).
• Misleading Advertisements: False claims in ads. For example, claiming a product “removes stains
forever” when it doesn’t. This lures consumers unfairly 15 .
• Hidden Charges: Not disclosing all fees (like installation charges, hidden taxes) leading consumers
to pay more than the quoted price.
• Bad Services: Providing poor after-sales support or not honoring warranties.

These exploitations happen because consumers may not have full information, or some unscrupulous
businesses try to make extra profit. Awareness and legal action are needed to fight these practices.

Suggested image: A magnifying glass held over packaged food with a label “Adulterated”, or a cartoon of a
shopkeeper hiding weights – something illustrating cheating.

5
6. Consumer Movement
A consumer movement means people organizing to protect buyers’ interests. In India, this grew slowly.
Key points:

• In the 1950s–60s, a few groups formed (like the Indian Association of Consumers in 1956, and the
Consumer Guidance Society of India in 1966). These early groups raised awareness about
adulteration and unfair practices 16 .
• In 1978 the Consumer Education and Research Centre (CERC) was founded in Ahmedabad by
activists. It became one of India’s most powerful consumer NGOs 16 . Along with CGSI (Bombay),
they fought legal cases and lobbied the government. Their work helped create the Consumer
Protection Act, 1986 16 .
• A landmark case: CERC (and CGSI) supported a public interest petition that set quality standards for
packaged milk and sparkling water in the 1980s.
• After the 1986 law and economic liberalization in 1991, hundreds of consumer organizations sprang
up. Today, India has over 600 consumer groups nationwide 17 . They hold seminars, file public
interest litigations, and work on consumer education.
• International Influence: Pioneers like Ralph Nader (USA) and global bodies (Consumers
International) inspired Indian activists as well (though these are more advanced concepts).

Suggested image: A photo of people at a public hearing or a group of consumer activists meeting.

7. Where Should Consumers Go to Get Justice?

Consumers in India have special Consumer Courts (Disputes Redressal Commissions) at three levels.
These are set up by law to handle consumer complaints swiftly and inexpensively:

• District Consumer Commission: Handles cases involving claims up to ₹1 crore. Every district (or
combined districts) has one.
• State Consumer Commission: Handles claims above ₹1 crore up to ₹10 crore and also hears appeals
against District Commission orders.
• National Consumer Commission: Handles claims above ₹10 crore, and hears appeals against State
Commission orders. It can also hear cases involving multiple states.

6
Consumer justice often happens in special courts. For example, the Supreme Court building (above) stands as the
highest appeal forum. District, State and National Consumer Commissions (courts) hear cases first 18 .

A consumer can file a complaint in the appropriate forum (District/State/National) depending on the claim
amount and nature of grievance 18 . Appeals can go upward: from District to State Commission, then to
National Commission, and finally to the Supreme Court 19 . For instance, if a faulty product causes harm,
one can get a remedy by approaching the nearest District Commission. If the dispute involves a contract,
appeals start at the State or National level.

Alternatively, consumers can first seek help from seller/manufacturer. If that fails, they may use alternative
dispute resolution like mediation (most Commissions have a Mediation Cell). In 2020 India also launched
e-Daakhil, an online portal for filing consumer complaints electronically 20 , making justice accessible from
home. There are also grievance redressal schemes like the National Consumer Helpline (toll-free no. 14404)
where complaints can be lodged.

Suggested image: The building of the Supreme Court of India (as above) – symbolizing that ultimate appeals
go to the highest court.

7(a) Consumer Protection – Ways to Get Justice

Consumers have multiple steps to seek justice:

1. Contact the Seller or Manufacturer: First try to resolve with the trader. Show the bill/receipt, request
repair, replacement, or refund. Many responsible sellers honor warranties or guarantee replacements.
2. Consumer Forums: If you don’t get relief, file a written complaint in the Consumer Commission (District/
State/National) with jurisdiction over your area. Mention the defect/unfair practice and what you want
(refund, replacement, compensation).
3. Legal Aid: Some states have consumer legal aid clinics. Consumers can also hire a lawyer or get help
from consumer organizations for free legal advice.
4. Online Complaint (e-Daakhil): For convenience, file online through the official e-Daakhil portal. This

7
helps especially when parties are in different states.
5. Time Bound Judgments: The law requires these courts to decide cases quickly (usually within a few
months). They can order recalls or pay penalties for unfair trade practices.

• Example of Process: In the Chandigarh phone case 21 , the consumer first approached the phone’s
service center and seller. When they did not respond, he registered a complaint online with the State
Commission, which then ordered compensation 21 9 .

By law, all these forums have the power to hear consumer disputes and provide relief at little or no cost.
This means consumers have a clear legal path to justice for any deficiency in goods or services.

8. National Consumer Day

India observes National Consumer Rights Day every year on December 24th. This date was chosen
because on 24th December 1986, the Consumer Protection Act was enacted by the government, giving
statutory rights to consumers 22 . It is also the birthday of Dr. B. R. Ambedkar, who fought for citizens’
rights, so the day reminds us of empowerment and justice.

On this day, the government, NGOs, schools and media organize events to educate people about consumer
rights and safe practices. For example, seminars, competitions, and awareness campaigns are held in
markets and schools. Each year a theme is chosen (like “Empowered Consumers, Stronger Nation”) to
highlight an important issue. As one report notes, the day is meant to “raise awareness about consumer
rights” and celebrate the protections in place 23 22 .

Suggested image: A poster or illustration with “December 24 – National Consumer Rights Day” (e.g., a
calendar marked on 24 Dec with consumer symbols) to visually mark the occasion.

9. Quality Marks (ISI, Agmark, Hallmark, etc.)

Quality marks are certification labels that assure consumers about a product’s standards. In India:

• ISI Mark: Issued by the Bureau of Indian Standards (BIS), it is mandatory on many electrical,
electronic and industrial products (e.g. wires, stoves, domestic gas cylinders). An ISI mark means the
product conforms to national safety and quality norms 24 .
• Agmark: Given by the Directorate of Marketing & Inspection, it certifies agricultural products (such
as pulses, oils, dairy) meet certain quality grades 24 . For example, a bottle of cooking oil or jar of
honey with an Agmark label is guaranteed pure.
• FPO Mark: The Fruit Products Order (FPO) mark is for processed fruit products like jams, juices,
pickles. It ensures the food is safe and hygienic.
• Hallmark: A BIS hallmark is stamped on gold and silver jewelry to certify purity (e.g. 14K, 18K). A
hallmark assures buyers they are getting the claimed fineness.
• Others: There are many more: e.g., the Eco-mark for eco-friendly products, the ISI-equivalent CRT
mark for tyres, or the Bureau of Indian Standards’ “ISI for gas cylinders”.

8
Quality marks assure safety. The BIS logo and hallmark (shown on this certificate) certify gold jewelry purity. Other
marks include Agmark for farm produce and ISI for industrial goods 24 .

Tables or charts can help consumers understand these marks:

Quality
Applies To Issued By
Mark

Electrical appliances, industrial goods (wires,

ISI BIS (Bureau of Indian Standards)
stoves, etc.) 24

Agricultural products (cereals, dairy, oils, spices) Directorate of Marketing &

Agmark
24 Inspection

Government (Ministry of Food

FPO Processed fruit products (juices, jams)
Processing)

Hallmark Gold/silver jewelry (certifies purity) BIS (Hallmarking Center)

Eco-mark Environment-friendly products Bureau of Indian Standards

These marks help a buyer verify the product’s authenticity and quality at a glance. Always look for the
appropriate mark when purchasing such goods.

10. Conclusion
Consumer protection is vital in a free market. By knowing their rights and responsibilities, consumers
become powerful. When consumers demand safety, information, and fair treatment, businesses improve
quality and ethics. Consumer education (like school projects and awareness programs) builds this power. A
vigilant consumer contributes to a healthy economy and society. Remember, the Consumer Protection Act,
2019 and its authorities exist to safeguard consumers – an aware consumer is a protected consumer.

9
11. Bibliography
• Consumer Protection Act, 2019 (Government of India, Gazette) 1 3 .
• “Consumer Protection Act, 2019: Brief” (PRS India) 1 25 .
• “Consumer Rights in India” (Azadi Ka Amrit Mahotsav, Ministry of Culture, India) 26 27 .
• Indian Express (Chandigarh) “Pay Rs 61,000 for defective phone: Consumer panel to Flipkart, OnePlus”
(Feb 25, 2024) 9 .
• Times of India (Hyderabad) “Consumer forum directs Sony to pay customer Rs 3.3 lakh for selling
defective TV” (Jun 10, 2019) 8 .
• NGOFeed “National Consumer Rights Day 2024: Theme, History, Objective” (Dec 2024) 22 .
• Consumer Education and Research Centre (CERC) references in Indian Consumer Movement 16 .
• Byju’s “Difference Between Customer and Consumer” 4 .
• Byju’s “Consumer Rights and Responsibilities” 28 .
• The Times of India “Man, 90, in SC against conviction in 42-yr-old milk adulteration case” (Jun 7, 2023)
12 .

• Department of Consumer Affairs reports and portals (e.g. e-Daakhil launch) 20 .

All information is based on the Consumer Protection Act (2019) and related authoritative sources and news
reports.

10
 1 5 6 7 18 19 25 The Consumer Protection Bill, 2019
[Link]

2 3 11 20 24 26 27 Consumer Rights in India

[Link]

4 [Link]
[Link]

8 Consumer forum directs Sony to pay customer Rs 3.3 lakh for selling defective TV | Hyderabad News -

Times of India
[Link]
tv/articleshow/[Link]

9 21Pay Rs 61,000 for defective phone: Consumer panel to Flipkart, OnePlus | Chandigarh News - The
Indian Express
[Link]
oneplus-9179505/

10 28 [Link]
[Link]

12 Man, 90, in SC against conviction in 42-yr-old milk adulteration case | India News - Times of India
[Link]
[Link]

13 14 15 Exploitation of Consumers in India - Commerceatease - Website for 11th & 12th Commerce
[Link]

16 17 Consumer movement - Wikipedia

[Link]

22 National Consumer Rights Day 2024: Theme, History, Objective, Why Celebrate, etc.
[Link]

23 National Consumer Rights Day 2024: Date, History, Significance, Theme

[Link]

11