CONSUMER RIGHTS AND RESPONSIBILITIES

CONSUMER RIGHTS
Right to safety
Means right to be protected against the marketing of goods and services, which are
hazardous to life and property. The purchased goods and services availed of should not only
meet their immediate needs, but also fulfil long term interests. Before purchasing, consumers
should insist on the quality of the products as well as on the guarantee of the products and
services. They should preferably purchase quality marked products such as ISI,AGMARK, etc
Right to choose
Means right to be assured, wherever possible of access to variety of goods and services
at competitive price. In case of monopolies, it means right to be assured of satisfactory quality
and service at a fair price. It also includes right to basic goods and services. This is because
unrestricted right of the minority to choose can mean a denial for the majority of its fair share.
This right can be better exercised in a competitive market where a variety of goods are available
at competitive prices
Right to be informed
Means right to be informed about the quality, quantity, potency, purity, standard and
price of goods so as to protect the consumer against unfair trade practices. Consumer should
insist on getting all the information about the product or service before making a choice or a
decision. This will enable him to act wisely and responsibly and also enable him to desist from
falling prey to high pressure selling techniques.
Right to consumer education
Means the right to acquire the knowledge and skill to be an informed consumer
throughout life. Ignorance of consumers, particularly of rural consumers, is mainly responsible
for their exploitation. They should know their rights and must exercise them. Only then real
consumer protection can be achieved with success.
Right to be heard
Means that consumer's interests will receive due consideration at appropriate forums. It
also includes right to be represented in various forums formed to consider the consumer's
welfare. The Consumers should form non-political and non-commercial consumer organizations
which can be given representation in various committees formed by the Government and other
bodies in matters relating to consumers.
Right to Seek redressal
Means right to seek redressal against unfair trade practices or unscrupulous exploitation
of consumers. It also includes right to fair settlement of the genuine grievances of the consumer.
Consumers must make complaint for their genuine grievances. Many times, their complaint may
be of small value but its impact on the society as a whole may be very large. They can also take
the help of consumer organizations in seeking redressal of their grievances.
CONSUMER RESPONSIBILITIES
Ask Yourself!
 Have you faced any problems as a consumer?
 Have you ever complained when you have had such a problem?
 Do you know that you could seek the assistance of a consumer group to protect your
interests?
Be Critically Aware
 The responsibility to be more alert and to question more – about prices, about quantity
and quality of goods bought and services used.
Be Involved
 The responsibility to be assertive – to ensure that you get a fair deal as a consumer.
Remember, if you are passive, you are likely to be exploited.
Be Organized
 The responsibility to join hands and raise voices as consumers; to fight in a collective
and to develop the strength and influence to promote and protect consumer interest.
Practice Sustainable Consumption
 The responsibility to be aware of the impact of your consumption on other citizens,
especially the disadvantaged or powerless groups; and to consume based on needs – not
wants.
Be Responsible to the Environment
 The responsibility to be aware and to understand the environmental consequences of
our consumption. We should recognize our individual and social responsibility to
conserve natural resources and protect the earth for future generations.

Consumer Rights Vs Responsibilities

Rights Responsibility

1. Ensure that the company has provided you the contact details of
the consumer grievance handling system and are easily accessible.
Right to be
1 2. Avoid purchase of products/services from a company which do
heard
not provide details of the consumer grievance officers to handle
consumer grievances

2 Right to Redress 1. Ignoring the loss suffered on purchase of defective goods and
services and not filing complaint encourages the corrupt business
man to supply low standards or defective goods and services.
Therefor file a complaint even for a small loss. File only a genuine
complaint.
 2. Consumer must file a complaint if not satisfied with the quality of
product/services.
3. Claim the penalties/compensation as provided under rules and
regulations to ensure that the quality delivery system improves.
4. Study carefully all terms and conditions related to
return/replacement of defective goods, refund and warranty
policies.

1. While purchasing the goods or services, Consumer must look for

3 Right to Safety standard quality mark such as ISI, Hallmark, Agmark, ISO, FSSAI , etc.
2. Do not buy any spurious/ fake/duplicate/ hazardous products

1. Do not get carried away by advertisements only or believe on the

words of the seller. Consumer must look market reviews/feedback.
Right to
Similarly inform offers if product and services of companies are of
Consumer
substandard.
4 Education/
2. Consumer must insist on getting complete information on the
Right to be
quality, quantity, utility, price etc. of the product or services.
Informed
3. Ask for complete contact details of the consumer grievance
mechanism of the company the consumer wish to buy from

1. Access the information available on various alternatives available

for the product and services under purchase consideration.
5 Right to Choose 2. Compare specifications, competition and fair prices of the goods
and services before finalizing on the purchase
3. Study various feedbacks/reviews of the products/services