Legal Literacy Program Script:
"Be a Smart consumer “
Topic: Consumer Rights and Responsibilities (Under the Consumer Protection Act,
2019)
Duration: Approximately 45-60 minutes
I. Introduction and The 'Consumer' definition.
A warm welcome from the Valpoi legal aid cell, My name is Khushi Uday Joshi and I'm
here to talk about a law that affects you every single day.
When you buy/ purchase any product, what do you become ?
You become a Consumer. A consumer is anyone who buys goods or services for personal
use. From your school uniform to an online game, you are a consumer, and the law
has given you a superpower to protect yourself: Consumer Rights!
We'll cover the Six Rights and your Responsibilities under the Consumer Protection
Act (CPA), 2019, which is India's main law protecting you in the marketplace.
II. The Six Superpowers: Consumer Rights.
think of them as your shields against cheating or bad products.
| 1. Right to Safety | Protection from hazardous goods. Example: If you buy a
firecracker for Diwali that explodes unexpectedly and harms you, your right to
safety is violated. The product must meet safety standards (like the ISI mark for
electronics). |
| 2. Right to be Informed ℹ️ | Knowing all details before buying. Example: The
product label must clearly show the MRP (Maximum Retail Price),
manufacturing/expiry date, and ingredients. If a Valpoi shopkeeper charges you ₹ 10
more than the MRP on a cold drink, your right is violated. |
| 3. Right to Choose 🛒 | Freedom to select from many options. Example: A restaurant
cannot force you to buy a specific brand of water bottle. They can't restrict your
choice; you must have alternatives. |
| 4. Right to be Heard | Your complaints must be considered. Example: If your new
school bag strap tears immediately, and the seller ignores your complaint, your
right to be heard is violated. The law gives you a platform. |
| 5. Right to Seek Redressal 💰 | The right to compensation/solution. Example: If a
product is defective, you are entitled to a refund, replacement, or compensation
for any loss or injury. This is where the Legal Aid mechanism helps. |
| 6. Right to Consumer Education 🎓 | The right to acquire knowledge. Example: This
program itself is part of your right to education—to know your legal standing as a
consumer!
New Feature of CPA 2019
* E-commerce: The 2019 Act covers things you buy online (Amazon, Flipkart, etc.)
and gives you the same rights as when you buy in a physical store.
* Misleading Ads: If a celebrity or an advertisement makes a false claim about a
product, both the seller and the endorser can be held responsible. Be skeptical of
exaggerated claims!
III. Your Shield: Consumer Responsibilities
Rights work best when balanced with Responsibilities. Being a smart consumer means
being careful and active.
* Be Aware (The Critical Shopper): Don't buy blindly. Check the quality marks (ISI
for industrial products, Agmark for agricultural products) and read all labels
before paying.
* Get a Cash Memo/Bill: Always ask for a bill or receipt. This is your most
important legal proof of purchase. Without a bill, the Consumer Court cannot help
you easily.
* File a Complaint (Be Vocal): Don't ignore small issues! A defective product or
rude service should be reported. Ignoring it only encourages the seller to continue
unfair practices.
* Use Products Correctly: Use the product according to the instructions. You
cannot claim compensation if you damaged the item due to misuse.
Activity: Spot the Violation (2 mins):
* "You buy a packet of chips, and the expiry date has passed." (Violation: Right
to Safety & Information)
* "The seller only accepts cash and refuses to give you a bill." (Violation:
Responsibility (getting bill) & Unfair Trade Practice)
GST reduction, if shopkeepers attempt to justify higher prices for old stock, it's
crucial to verify the revised MRP, as retailers are required to display it
alongside the original price. Remember that the applicable GST rate is based on the
bill date, not the stock's purchase date. You should therefore politely negotiate,
explaining the GST rules, and inform other consumers about the correct pricing. If
the shopkeeper refuses, you can lodge a complaint with the National Consumer
Helpline.
IV. Seeking Free Legal Aid in Goa
If your rights are violated and the seller refuses to help, remember the process is
simple and free for you.
Step 1:
To file a consumer complaint, you can register on the National Consumer Helpline
(NCH) portal, call the helpline at 1800-11-4000 or 1915,
use the NCH mobile app, or register your grievance on Goa Online.
You will need to provide your details and supporting documents for the issue and
the complaint will be addressed.
Time limitation :Complaints should be filed within two years of the cause of action
arising.
• SMS: Send an SMS to 8800001915.
• Whatsapp: Register through the available WhatsApp chat option on the
portal.
Consumer Disputes Redressal Commission, (State Commission)
Junta House, 1st Lift, 4th Floor, Panaji Goa.
Ph. No. 0832- 2222466.
* Step 2: Approach the District Commission: If they don't respond, you can file a
case in the District Consumer Disputes Redressal Commission in Goa. You don't need
a lawyer for this.
* Free Legal Help: As students and minors, you are entitled to Free Legal Services
under the Legal Services Authorities Act.
If you need guidance on how to write a complaint or file a case: best option
available is to contact our legal aid cell and we will try our best to assist you.
Use this power wisely. Be a smart consumer, not a silent victim.
Q&A session