KNOW YOUR RIGHTS

A Comprehensive Project on Consumer Rights in India (As per Consumer Protection Act, 2019)

Submitted by: [Your Full Name] Class: XII – [Section] Roll No.: [Your Roll No.] School: [Your
School Name] Academic Year: 2025-26

Submitted to: [Subject Teacher’s Name] Department of Social Science / Commerce

ACKNOWLEDGEMENT

I would like to express my sincere gratitude to everyone who helped me complete this project
successfully.

First, I am deeply thankful to my Social Science/Commerce teacher ________________ for

giving me this valuable opportunity and guiding me throughout.

I am grateful to our Principal ________________ for providing the necessary facilities in the
school.

I also thank my parents and friends for their constant support and encouragement.

Finally, I thank the library staff and the internet resources that provided me with authentic
information.

[Your Name] Class XII

CERTIFICATE

This is to certify that [Your Full Name], student of Class XII, [School Name], has successfully
completed the project titled “Know Your Rights – A Comprehensive Study on Consumer Rights
in India” in partial fulfilment of the AISSCE Practical Examination 2025-26, under my guidance.

The project is original and has been carried out as per CBSE guidelines.

Signature of Teacher Name: ________________________ Date: ________________________

INTRODUCTION

A consumer is a person who purchases goods or hires services for personal use and not for
resale or commercial purpose. In today’s world, we are all consumers almost every day — when
we buy groceries, recharge our phones, book a cab, or shop online.
Unfortunately, many sellers, manufacturers, and service providers exploit consumers through
unfair trade practices such as overpricing, under-weighing, selling defective goods, misleading
advertisements, etc. To protect consumers from such exploitation, the Government of India
enacted the Consumer Protection Act.

The modern consumer movement began globally on 15th March 1962 when the US President
John F. Kennedy declared four basic consumer rights. In India, the landmark Consumer
Protection Act was passed in 1986 and was replaced by a stronger and more modern Consumer
Protection Act, 2019.

World Consumer Rights Day is celebrated every year on 15th March to spread awareness.

This project aims to study the six fundamental consumer rights, responsibilities, redressal
mechanisms, landmark cases, and emerging challenges in the digital age.

HISTORY OF CONSUMER MOVEMENT IN INDIA

 1960s–1970s: Rise of voluntary consumer organisations.

 1975: Consumer Guidance Society of India (CGSI) started in Mumbai.

 1969: Monopolies and Restrictive Trade Practices (MRTP) Act.

 1986: Consumer Protection Act (COPRA) – a milestone law.

 1990s–2000s: Growth of consumer forums across India.

 2002 & 2011: Amendments to strengthen the 1986 Act.

 2019: New Consumer Protection Act replaced the 1986 Act with modern provisions like
e-commerce rules, product liability, and Central Consumer Protection Authority (CCPA).

The slogan “Jago Grahak Jago” launched in 2005 became very popular.

CONSUMER PROTECTION ACT, 2019 – KEY FEATURES

The Consumer Protection Act, 2019 came into force on 20th July 2020. It is far more powerful
than the 1986 Act.

Important new features:

1. Covers e-commerce, direct selling, and online transactions.

2. Establishes Central Consumer Protection Authority (CCPA) to regulate misleading ads.

 3. Introduces the concept of Product Liability – manufacturer/seller can be sued for harm
caused by defective product.

4. Penalty up to ₹50 lakh for misleading advertisements and celebrity endorsers can also
be punished.

5. E-filing and video-conferencing for complaints.

6. Mediation cells at district, state, and national level for faster settlement.

7. Unfair contracts can be challenged.

SIX FUNDAMENTAL CONSUMER RIGHTS

1. Right to Safety

Protection against goods and services that are hazardous to life and property. Examples of
standards: ISI, AGMARK, Hallmark, FSSAI, BIS. Real case: In 2015, Maggi noodles were banned
temporarily due to excess lead content.

2. Right to be Informed

Right to get complete and truthful information about the product/service — quantity, quality,
purity, price, expiry date, ingredients, side effects, etc. Example: Many fairness creams were
fined for false claims of making skin fair permanently.

3. Right to Choose

Right to choose from a variety of goods and services at competitive prices without any
restrictive practices. Example: Cartels fixing prices violate this right.

4. Right to be Heard

Right to have consumer interests represented and complaints heard. National Consumer
Helpline: 1915 or 1800-11-4000.

5. Right to Seek Redressal

Right to get fair settlement — refund, replacement, repair, or compensation. This is enforced
through consumer commissions.

6. Right to Consumer Education

Right to acquire knowledge and skills to be an informed consumer. Government runs “Jago
Grahak Jago” campaign through TV, radio, and social media.
CONSUMER RESPONSIBILITIES

Rights come with duties. A responsible consumer must:

1. Check labels, expiry dates, MRP, and standard marks carefully.

2. Always ask for a cash memo/bill.

3. Read terms and conditions before buying online.

4. File a complaint when cheated instead of keeping quiet.

5. Avoid buying pirated or smuggled goods.

6. Be environmentally conscious — say no to plastic, buy eco-friendly products.

THREE-TIER CONSUMER REDRESSAL SYSTEM

Jurisdiction (Value of goods/service +

Level Time Limit for Disposal
compensation)

3 months (5 if testing
District Commission Up to ₹2 crore
required)

State Commission ₹2 crore to ₹10 crore 3–5 months

National
Above ₹10 crore 3–5 months
Commission

Appeals: District → State → National → Supreme Court

New facilities (2019 Act):

 E-filing on [Link]

 Video-conferencing hearings

 Mediation cells for quick amicable settlement

LANDMARK CASE STUDIES

 1. Maggi Noodles Case (2015–2019) FSSAI found excess lead and MSG. Nestlé had to
withdraw stocks worth ₹320 crore and pay ₹45 lakh fine. National Commission ordered
testing in 2019 and finally cleared Maggi.

2. Patanjali Ayurved Misleading Ads Case (2024–2025) Supreme Court pulled up Patanjali
and Baba Ramdev for false claims that their products can cure diabetes, BP, etc. Court
banned such ads and initiated contempt proceedings.

3. Oleum Gas Leak Case – M.C. Mehta vs Union of India (1986) Established the principle of
“Absolute Liability” – industries doing hazardous activities must pay compensation even
without negligence.

4. Domino’s “30 minutes or free” (removed in 2000s) Delivery boys rode rashly causing
accidents. NCDRC held it as unfair trade practice.

ROLE OF NGOs & CONSUMER ORGANISATIONS

 Consumer Guidance Society of India (CGSI), Mumbai

 Citizens for Consumer Education & Research Centre (CERC), Ahmedabad

 Voluntary Organisation in Interest of Consumer Education (VOICE), Delhi

 Mumbai Grahak Panchayat They file Public Interest Litigations, conduct awareness
camps, test products, and help consumers file cases.

EMERGING ISSUES IN DIGITAL AGE

1. Dark patterns on websites (fake countdown timers, forced subscriptions)

2. Fake reviews and paid influencers

3. Subscription traps (hard to cancel)

4. OTP frauds and phishing

5. Surge pricing by cab aggregators

6. Selling refurbished goods as new on e-commerce sites

7. Data privacy breaches

CCPA has issued strict guidelines against these practices in 2022–2025.

PRIMARY SURVEY & FINDINGS

(Conducted among 30 persons – family, neighbours, classmates – in November 2025)

Questionnaire Highlights:

1. Do you read product labels carefully? → 63% Yes, 37% No

2. Have you ever faced cheating while shopping online? → 47% Yes

3. Do you always take a cash bill? → 70% Yes

4. Are you aware of the consumer helpline 1915? → Only 33% Yes

5. Have you ever filed a consumer complaint? → 13% Yes

Conclusion from survey: Awareness is increasing but still low among common people. More
education is needed.

(Charts attached in Annexure)

SUGGESTIONS

1. Make Consumer Rights a compulsory chapter in school from Class 6 onwards.

2. Celebrities endorsing false products should be heavily fined.

3. Faster disposal of cases – fill vacant posts in commissions.

4. Include consumer rights awareness in digital literacy programmes.

5. Strict action against dark patterns and fake reviews on e-commerce platforms.

CONCLUSION

Consumer protection is not just the duty of the government but of every citizen. An aware and
responsible consumer is the best protection against exploitation. The Consumer Protection Act,
2019 has made India one of the strongest consumer protection regimes in the world. Let us all
pledge to exercise our rights wisely and fulfil our responsibilities sincerely.

“Jago Grahak Jago – Be Aware, Be Safe, Be Smart!”

BIBLIOGRAPHY
 1. Consumer Protection Act, 2019 – Government of India

2. NCERT Class X Democratic Politics & Understanding Economic Development

3. Official website: [Link]

4. Jago Grahak Jago portal

5. Indian Kanoon – judgments

6. The Hindu, Times of India, Indian Express articles (2024–2025)

7. CCPA Guidelines 2022–2025

ANNEXURES

1. Copy of questionnaire

2. Bar graphs & pie charts of survey

3. Newspaper clippings – Patanjali case, Maggi case

4. Screenshots of misleading e-commerce ads

5. Logos – ISI, FSSAI, BIS, Jago Grahak Jago