CONTENTS
[Link]. Particulars
1 Who is Consumer?
Malpractices in the Market Place
3 Need for Protecting the Consumers
4 Consumer Movement
5 Ways to Protect Consumers
. Consumer Forum
" Consumer Protection Act, 1986
. Three-Tier System
6 Problems with Consumer Movement
7 Consumer Rights
. Right to be Protected/Right to be Safety
" Right to be Informed
" Right to Choose
" Right to Seek Redressal
" Right to Represent
Right of Consumer Education
8 Learning to Become Well Informed
Consumer
RPEOJERCT
Allinone Social |Science
Clos T0fh
Who is a Consumer?
his personal use is called a Consumer
or service for
Any individualare who
Consumers the buys a product
decision makers who decide which product they want to buy, why do they
buy and from which store they will make their purchases. Consumers buy products after being
influenced by advetisement and marketing. Every time someone goes to a store and buys a
consumer
anything else, they make a decision as a
toy, beverage
Consumers
Shirt, or
participate in the market place by purchasing final goods and serviceS as per their
requirements. However, consumers are exploited in the market place because they do not
insist
Thus,on theira rights.
being Consumer it is our responsibilityto speak out and inform manufacturers and
government about our needs and wants and to make complain or inform business alongwith
other people about discontentment with a product or service in an honest way. There should
be responsibility of being an ethical consumer
and be fair and notengage in anykind ot
malpractices which make all consumers pay.
Malpractices in the Market Place
market place, we exDect a
Being consumers when we buy any product or service from the
prices, information about the
certain value for money, i.e., right quality, right quantity, rightharassed and cheated by sellere
product, etc. However, in the present day, we end up being
exploited such as
and manufacturers very often. There are manv ways by which consumers are
Selling at higher prices.
Adulteration in food products.
Sub-standard products where quality of products is far below the required
standard.
False claims by some manufacturers in the market place through attractive representations
and advertisements about their products in the media which usually mislead the ignorant
will cure baldness, or using a
consumers. e.g. they claim that by using their particular oil
typical examples
company's fairness cream for aspecific period will make one fair, etc, are all
of exaggerated, misleading advetisements.
product
There is another common malpractice in the market. e.g. in many cases, though the
(AMC), when a problem
will have a warranty or willbe under Annual Maintenance Contract maintenance work
arises, the consumer is asked to pay for certain parts or is refused to get
without pay1ng.
" Creatingartificial scarcity through hoarding and black marketing.
Indulging in unfair trade practices like weighing less than required.
This is often happened because of lack of knowledge or ignorance among the customers lo
the whole variety of goods and services that they buy, Usually most of the consumers do not
bother to check the details regarding the date of manufacture. the date of expiry and thne vint
They buy only because of attractive advertisements thus. get exploited by the hands of suCl
sellers or manufacturers.
Project Report 463
Need for Protecting the Consumers
There is need for protecting the consumers from the malpractices exercised by the
manufacturers or sellers in the market place. It is essential especially in the developing
countries like India where most of the consumers just go and buy products on being attracted
hy theflashy representations or advertisements. Most of the consumers act as herd of sheep
that just follow one person who they may like. e.g. if some consumers follow a particular
celebrity and who is acting in an advertisement of a particular products like fairness cream, so
some followers would blindly buy that product having a belief that it would prove to be a
quality product. Thus, to eliminate such practices it is needed to make consumers aware about
their rights.
Consumer Movement
In India, the Consumer Movement act as a social force originated with the necessity of
protecting and promoting the interests of consumers against immoral and unfair trade
practices. Rampant food shortages, hoarding, black marketing, adulteration of food and edible
oil gave birth to the Consumer Movement in a organised form in the 1960s. Till the 1970s,
consumer organisations were largely engaged in writing articles and organising exhibitions.
Ways to Protect Consumers
Many ways have been taken by the government to protect consumers. Some of these ways are
as follows:
Consumer Forums
The Consumer Movement in India has led to the formation of various organisations locally
known as Consumer Forums or Consumer Protection Councils. They guide consumers on how
to file cases in the Consumer Court. Many times, they also represent individual consumer in
the Consumer Courts. These voluntary organisations also receive financial support from the
government for creating awareness among people.
CoNSuNERS FORUIYN COISUMERS
DELHI HEAD OFFICE ORU
464 Allinone Social Science
Class 10th
Consumer Protection Act, 1986
As a result of all efforts since 1960s, the Consumer Movement succeeded in bringing pressure
on businesses and firms, as well as government to improve business conduct, which o
was against the interests of consumers at large. In this regard, a major step taken in 1986 6by
the Indian Government, was the enactment of the Consumer Protection Act, 1986, popularly
Internation at
known as COPRA, This act was enforced after the formation of Consumers
Consumer Protection Act (COPRA), 1986 is an act of Parliament enacted to protect the
interests of consumers in India, It makes provision for the establishment of Consumer Councils
and other authorities for the settlement of consumers' disputes and connected matters
Three- tier System
Quasi-Judicial
Machinery
District Consumer State Consurmer National Consumer
Dispute Redressal Dispute Redressal Dispute Redressal
Commission Commission Commission
Diagram (Three-tier System)
Under Consumer Protection Act (COPRA), athree-tier Quasi judicial machinery at the district.
state and national levels has been set-up for redressal of consumer disputes. The district level
court deals with the cases involving claims upto 7 20 lakhs, the state level courts between 20
lakhs and 1crore and the national level court deals with cases involving claims exceeding 1
crore.
If acase is dismissed in district level court, the consumer can also appeal in the state and then
in national level court.
Problems with Consumer Movement
Z
PREOJ RCT The consumer redressal process is difficult, expensive and time consuming.
Existing laws are not very clear on the issue of compensation to consumers.
Law enforcement in unorganised sector is weak.
Court proceedings for consumer redressal are long.
Most of the traders do not issue cash memos.
. Rules and regulations for market functioning are not followed.
465
ProjectReport
Consumer Rights
to have information about the quality, potency, quantity, purity, price and standard of
Theright consumers to know
nds or services IS known as Consumer Rights. It is very essential for the
Consumer Court if they
heir rights. These rights enable consumers to file their complaint in
ind violation of their rights. The rights of consumers are given below:
Right to be Protected / Right to Safety goods and delivery of
Consumers, have the Right to be Protected against the marketing of service providers need to
cPrvices that are hazardous to their life and property. Producers and
goods (like pressure
strictly follow the required safety rules and regulations. There are manyrequires
which special
cooker's safety valves, electrical equipments,geysers, iron, etc.)
accident. So, in this case
attention to safety. If it is defective, it can cause a serious
products and services are to be
manufacturers are required tO ensure that safety and quality of
maintained.
Right to be Informed
safety features, date of
Government has made it mandatory to mention all ingredientsand
manufacture, price, quantity, expiry date, direction for use, etc, on
the pack of a product. This
informed buying decision.
information is given because it helps the consumer in making' an
consumer can complain and ask for
If the product proves to be defective in any way, the
compensation or replacement. The manufacturers have to
display these information because
consumers have the Right to be Informed about the particular
goods and sevices they
purchased.
Use of RTI for Consumers
known as RTI (Right to
In October 2005, the Government of India enacted a law popularly of government
Information) Act, which ensures all the information about the functioning
departments to its citizens.
It ensures accountability and transparency of working of public authority
except the State of Jammu and
" This act is applicable to all the states and union territories and Kashmir has its individual
Kashmir. The reason behind this is that, the State of Jammu
act which is known as Jammu and Kashmir Right to Information Act, 2009.
As per the RTIAct, any person citizen can request from
the public authority, which is then
REPORTOZ
JECT
required to furnish the required information within 30 days or expeditiously
An example of using RTI Act is given below
Amrita attended the interview for a government job and did well, but did not receive
she then filed
information about her selection The officials also refused to answer her queries
reasons for
an application under the RTI Act, in reply to which she was informed about the
delay in in informing her. Later on she got her callletter for appointment also.
Allinone Social Science
466 lass 10th
RightAnytoconsumer
Choosewho receives a servicein whatever capacity, regardless of age, gender and
nature of service, has the Right to Choose whether to continue to receive the service or not
The consumer has aright to choosea good or a service and decide to continue with it like the
services of the cable operator or to buy the toothpaste without the toothbrush. even if the
shopkeeper insists on buying both.
" As per this right no consumer in Indian can be trappedin the monopoly of a product in the
market. In other Words, no consumer can be forced to choose a particular product to
Consume as no market is allowed to be dominated by asingle producer. Thus, each andeevery
consumer has the rightto choose according to his/her will across a range of options provide
to him.
a
This right can be better exercised in a competitive market where a variety of goode
available at competitive prices.
Right to Seek Redressal
Consumers have the Right to Seek Redressal against unfair trade practices and exploitation
It means if any damage is done to a consumer, he has the right to get compensation
depending on the degree of damage.
Thus, it is needed to provide an easy and effective public system by which this can can be
done.
As the markets are globalizing, the direct link between the manufacturer and the final user
getting distant, post purchase grievances have to be heard through a strong redressal system.
For this, consumer disputes redressal agencies (popularly known as Consumer Forums of
Consumer Courts) are set up under the Act at District, State and National level to provide
simple and inexpensive quick redressal against consumer complaints.
Right to Represent
This right enablesconsumers to represent in Consumer Courts. Many Consumers do not know
how to file a complaint in Consumer Courts. After considering this, the Consumer Movement In
India established various organisations under the name of Consumer Forums or Consumer
RPEOJERCT Protection Councils Which guide consumers on how to file their complaints/cases in the
Consumer Court These organisations also help the consumers to represent in the Consue
Courts, where they get compensation depending on the degree of their damage.
Right to Consumer Education
This means every consumer should be aware about the rights that have been provIded to
him/her so that, he/she could save himself/herself from being exploited at the market plaue.
curriculums.
Consumer education might refer to formal education through college and school organisations
Consumer awareness campaigns run by non-governmental and governmental
are also a past of consumer education.
Project Report
467
oorance of consumers, is the root cause of their exploitation. Thus, consumers should known
their
rights and must exercisethem.
Rights to
Safety
Rights to Rights to
Consumer Informed
Education, Rights to
Choose
Rights to Rights to
be
Redressal Represent
Consumer Rights in India
Learning to Become Well-informed Consumers
To become well-informed consumer, aperson should know his/her responsibilities. The
responsibility includes to be more alert and to question about prices, quantity and quality of
goods bought and services used. Consumers should buy quality products and for this they
should know about the quality standards/marks which have been introduced by the Bureauof
Indian Standards (BIS). A quality mark gives consumera visual and easily identifiable quality
assessment tool, originating from a reliable source.
These quality standards marks are as follows:
ISI Mark ISI mark is supposed to be of minimum standard and safe for use
by consumers. This mark is both mandatory and voluntary. The ISI
certification is mandatory for the productssuch as LPGcylinder, electrical
appliances, batteries, oil pressure stove, automobile accessories, medical
equipment, steel products,chemicals, cement, fertilizers, infant foods and
packaged drinking water and so on.
Agmark The Agmark certification is done of agricultural commodities. There
WDIA
are total 205 products that need AGMARK. e.g. pulses, cereals, essential oils,
vegetable oils, fruits and vegetables and semi-processed products and so on.
The scheme is legaly enforced by Agricultural Produce (Grading and Marking)
Act, 1937.
SANMEN OF
Vegetarian and non-vegetarian marks There is provision in India that every packaged food
Item must be labelled with a mandatory mark in order to be distinguished between
REPORTJEC
lacto-vegetarian and non-lacto-vegetarian. As per Food Safety and Standards (Packaging and
Labelling) Requlations, 2011, vegetraian foods should be identified by a green symbol and
non-vegetarian foods by brown symbol.
Green Brown
468 Allinone Social Science Class l0th
Hallmark The BIS hallmark is a hallmarking system began for [Link] 2000 and for silver in
2005. It has a wide acceptance among consumers.
WHAT JEWELLERY HALLMARKING DENOTES
The Bureau of Purity of Assay Jeweller's Year of hall
India Standards gold Centre identification marking
(BIS) logo mark
Bee' star label mark Bee' star label mark was launched by the Bureauof Electrical Efficiency
(BEE) of Ministry of Power, Government of India in 2006. This mark gives surety of energy
saving and then cost saving on some electrical appliances listed by the government.
These are frost-free (no frost) refrigerators, direct cool refrigerators, room air conditioners,
distribution transformers, induction motors, pump sets, tubular fluorescent lamps, ceiling fans,
LPG stoves, electric geysers and colour TVs and so on.
POWER SAVINGs
GUIDE
PTION
Handloom mark The Handloom Mark scheme was launched by the Government of India to
promote hand loom products in the domestic and international markets. This mark provides
assurance to consumers about the genuineness of hand loom products. This logo
is used for
allhand loom fabrics and products made thereof.
ProjectReport 469
CAL FsSai stands for Food Safety and Standards Authority of India. This certification mark
rres that food is hygienic and meets the approved safety standards set for food items
elerthe Food Safety and Standards (FSS) Act, 2006. The FSSAI has prescríbed standards for
food products such as Dairy products, fats, oil, fruits and vegetable products,cereal and
eal products, meat and meat products, fishi and fish products, sweets and confectionery.
aweeteningagents including honey, Salt, spices, beverages, proprietary food and so on.
ssaí
Besides knowing these quality standards, there are other responsibilities
of consumers at the
market place. Some of these are given below:
not provide details of the
Avoid purchase of products or services from a company which do
consumer grievance officers to handle consumer grievances.
the quality of product or
Consumer must file a complaint if he/she is not satisfied with
genuine complaint.
services even for a small loss. Consumers should file only a
the words of the seller.
Do not get distracted by advertisements only or believe on
about the product if it is of
Consumer must look market reviews. Similarly qive feedback
sub-standard.
goods and services before
Compare specifications, competition and fair prices of the
finalising the purchase.
environmental consequences of our
" We should be aware and to understand the
consumption. Thus, always choose eco- friendly products.
resources and protect the Earth
Being a consumer, it is our responsibility to conserve natural
for future generations.
government and
Thus, we can conclude that it is the collective responsibility of both the
consumers to create awareness about the rights of consumers in the
society which will help to
minimise the prevalent malpractices in the market place. Thus, as consumers it is our
responsibility to come forward and take the Consumer Movement ahead.
REPORTJEC
