CONSUMER
RIGHTS
What are consumer rights?
Consumer rights are the basic rights given to every
consumer to protect them from unfair trade practices,
ensure their safety, and promote informed decision-
making. These rights empower consumers to:
Demand quality and safety
Make informed choices
Seek redressal if cheated or exploited
Consumers often face unfair treatment in the
marketplace.
They are exploited through underweight goods, hidden
charges, and false ads.
Big companies can mislead consumers using their
power and influence.
Rules and regulations are needed to protect consumer
rights.
The consumer movement works to ensure fair
treatment and justice for buyers.
Consumer movement
The consumer movement arose out of dissatisfaction of
the consumers as many unfair practices were being
indulged in by the sellers. There was no legal system
available to consumers to protect them from
exploitation in the marketplace. It was presumed that it
was the responsibility of consumers to be careful while
buying a commodity or service. It took many years for
organisations in India, and around the world, to create
awareness amongst people. This has also shifted the
responsibility of ensuring quality of goods and services
on the sellers.
In India, the consumer movement began as a social
force in the 1960s to protect consumers from unfair
trade practices. During the 1970s, consumer
organisations focused on raising awareness through
articles, exhibitions, and monitoring issues like ration
shop malpractices and transport problems. Over time,
more consumer groups emerged, putting pressure on
businesses and the government to act fairly. A major
achievement of the movement was the enactment of
the Consumer Protection Act in 1986, known as COPRA.
Consumer rights
SAFETY IS EVERYONE’S RIGHT
Consumers have the right to be protected from goods
and services that may harm life or property. Producers
must follow safety rules, especially for items like
pressure cookers, where defects can cause accidents.
Government supervision is needed to ensure quality,
but weak enforcement and a less active consumer
movement allow poor-quality products to enter the
market.
Information about goods and services
Consumers have the right to be informed about the
goods and services they buy. This allows them to
complain or seek replacement if a product is defective.
For example, if an item is faulty within the expiry
period, it can be replaced. Selling expired medicines or
charging above the MRP is punishable. Consumers can
even bargain below the MRP. In 2005, the Right to
Information (RTI) Act was passed, giving citizens access
to information about government functions.
When choice is denied
Every consumer has the right to choose whether to
continue a service, regardless of age, gender, or type of
service. However, people are often forced to buy
unwanted products due to lack of choice.
WHERE SHOULD CONSUMERS GO FOR JUSTICE?
Consumers have the right to seek redressal against
unfair trade practices and claim compensation for any
damage caused. There should be an easy, effective
public system for this. Complaints can be filed
individually or as a group, in person or online, and
cases can be conducted via video conferencing, with or
without lawyers.
The consumer movement in India has led to the
creation of consumer forums and protection councils
that guide and sometimes represent consumers in
dispute cases. These organisations, often supported by
the government, also spread awareness. Residents’
Welfare Associations may take up cases of unfair trade
practices for their members. Under COPRA, a three-tier
system was set up: District Commissions (claims up to
₹1 crore), State Commissions (₹1–10 crore), and the
National Commission (above ₹10 crore). Consumers
can appeal to higher levels if a case is dismissed,
ensuring their right to representation in these
commissions.
LEARNING TO BECOME WELL-INFORMED
CONSUMERS
When consumers are aware of their rights, they can
make informed choices while buying goods and
services. This requires knowledge and skills to become
well-informed buyers. COPRA led to the creation of
Consumer Affairs Departments in central and state
governments, which spread awareness through posters,
TV ads, and other means. Quality logos like ISI, Agmark,
Hallmark, and +F assure consumers of product quality,
given only to producers who meet set standards. While
certification is voluntary for most goods, it is mandatory
for items affecting health, safety, or mass consumption,
such as LPG cylinders, packaged water, cement, and
food additives.
TAKING THE CONSUMER MOVEMENT FORWARD
India observes National Consumers’ Day on 24
December, marking the enactment of the Consumer
Protection Act (COPRA) in 1986. While there are over
2000 consumer groups in the country, only a small
fraction are well-organised. The redressal process
remains slow, costly, and complex, often requiring
lawyers and proof like cash memos, which many small
purchases lack. COPRA was amended in 2019 to include
online purchases, hold service providers and
manufacturers accountable, and promote mediation for
quicker dispute settlement. Despite progress, consumer
awareness is growing slowly, and law enforcement in
markets and unorganised sectors remains weak. Active
consumer participation is essential for a stronger
movement.