Introduction

Consumer Rights are the legal and moral entitlements that protect buyers from
unfair trade practices. In India, these rights are enshrined in the Consumer
Protection Act, 2019, empowering individuals to make informed choices, seek
redressal, and ensure fair treatment in the marketplace.
This project explores the meaning, importance, and application of Consumer Rights,
along with real-life case studies, slogans, symbols, and reforms. It aims to help
students understand their role as responsible citizens and informed consumers in
shaping a fair and transparent economy.

Consumer

A consumer is any person who buys goods or services for personal use and not for
resale.

Consumers are the backbone of the economy — their choices influence production,
pricing, and innovation.

Types of consumers:

End consumers: Individuals using products for personal needs.

Organizational consumers: Institutions purchasing goods for operational use.

Six Fundamental Consumer Rights

Right Description
Right to Safety Protection from hazardous goods and services that may harm life
or property.
Right to Information Access to accurate details about product quality, price,
ingredients, etc.
Right to Choose Freedom to select from a variety of goods/services at competitive
prices.
Right to Be Heard Assurance that consumer grievances will be considered and
addressed.
Right to Redressal Ability to seek compensation or correction for faulty goods
or poor services.
Right to Consumer Education Awareness of rights, responsibilities, and legal
remedies.

Consumer Responsibilities
Be aware of product details before purchasing.

Demand bills and proof of purchase.

File genuine complaints when rights are violated.

Avoid unethical practices like hoarding or black marketing.

Promote sustainable consumption and environmental protection.

Consumer Awareness
Consumer Awareness means understanding your rights, responsibilities, and the
details of products and services before making a purchase. It empowers individuals
to make informed decisions, avoid exploitation, and demand fair treatment in the
marketplace.

🧠 Why Is Consumer Awareness Important?

Prevents Exploitation: Informed consumers are less likely to fall for scams, fake
products, or misleading advertisements.

Promotes Ethical Consumption: Awareness encourages people to choose eco-friendly,

certified, and safe products.

Improves Market Accountability: Businesses are forced to maintain quality and

transparency when consumers are vigilant.

Supports Legal Action: Aware consumers know how to file complaints and seek
redressal through consumer courts.

Boosts Economic Growth: Informed buying leads to healthy competition, innovation,

and better services.

Government Initiatives
Jago Grahak Jago: A nationwide multimedia campaign launched by the Ministry of
Consumer Affairs to educate citizens.

National Consumer Day: Celebrated on December 24th to mark the enactment of the
original Consumer Protection Act.

Jagriti Mascot: A cartoon symbol used in schools and media to promote awareness
among children and youth.

School Curriculum: Consumer rights and responsibilities are now part of social
science education in many states.

📱 Digital Platforms for Awareness

National Consumer Helpline (1915): Offers multilingual support and complaint filing
via phone, WhatsApp, and app.

INGRAM Portal: A government website where consumers can file complaints and track
their status.

Social Media Campaigns: Instagram reels, YouTube videos, and Facebook posts are
used to spread awareness in urban and rural areas.

Role of NGOs and Civil Society

Conduct workshops in villages and schools.

Help illiterate consumers understand their rights.

Assist with filing complaints and legal procedures.

Advocate for stronger laws and better enforcement.

🧩 Challenges in Spreading Awareness

Illiteracy and lack of internet access in rural areas.

Fear of legal systems or lack of trust in courts.

Limited outreach of campaigns in remote regions.

Language barriers in multilingual communities.

✅ How You Can Promote Awareness

Share knowledge with friends and family.

Always ask for bills and check certification marks.

Report frauds and defective products.

Participate in school debates, speeches, and poster-making competitions.

Support ethical brands and boycott misleading sellers.

Measures and Reforms to Protect Consumers

India has implemented several reforms to empower and protect consumers in both
offline and online markets:

Consumer Protection Act, 2019

Strengthens consumer rights and introduces CCPA to punish unfair trade practices.

Includes online buyers, product liability, and class-action lawsuits.

☎️ National Consumer Helpline (1915)

Provides multilingual support, online complaint filing, and connects directly with
companies.

📱 E-Commerce Rules (2020)

Ensures clear return policies, transparent pricing, and faster complaint
resolution.

📏 Legal Metrology Act, 2009

Regulates packaging, weights, and labels to prevent cheating.

🧪 BIS Certification
Marks like ISI, AGMARK, Hallmark, and FSSAI guarantee quality and safety.

📢 Awareness Campaigns
"Jago Grahak Jago" and National Consumer Day (Dec 24) raise public awareness.

Mascot Jagriti used in schools and media for education.

🔧 Technology & Education
AI-powered helplines, multilingual chatbots, and school curriculum updates make
justice accessible and knowledge widespread.

⚖️ Consumer Court
Consumer Courts are special judicial bodies established under the Consumer
Protection Act, 2019 to resolve disputes between consumers and sellers or service
providers. They offer a speedy, affordable, and accessible way for consumers to
seek justice without needing a lawyer or going through complex legal procedures.

Structure of Consumer Courts

India has a three-tier system of Consumer Disputes Redressal Commissions:

Level Jurisdiction Location

District Commission Complaints up to ₹1 crore Every district
State Commission ₹1 crore to ₹10 crore State capitals
National Commission Above ₹10 crore New Delhi
Each level handles cases based on the value of goods/services and the compensation
claimed.

🧾 What Can You Complain About?

Consumers can file complaints for:

1. Defective Goods
Products that are broken, unsafe, faulty, or do not perform as promised.

Examples:

A refrigerator that stops cooling after two days.

A shampoo causing hair damage despite safety claims.

A mobile phone with a non-functional camera or battery.

✅ Relevant Right: Right to Safety, Right to Redressal

2. Deficiency in Services
When a service fails to meet expectations, is delayed, incomplete, or negligent.

Examples:

Internet services frequently disconnected or not activated after payment.

A courier package never delivered.

Poor treatment in a private hospital.

✅ Relevant Right: Right to Redressal, Right to Be Heard

🎭 3. Misleading Advertisements
False, exaggerated, or deceptive claims made by companies to lure buyers.

Examples:

A skin cream advertised to remove dark spots in 3 days with no real effect.

A food product labeled “sugar-free” that contains hidden sweeteners.

✅ Relevant Right: Right to Information, Right to Be Informed

💰 4. Overcharging or Hidden Charges

Selling above MRP (Maximum Retail Price) or adding unjustified fees.

Examples:

A theatre or restaurant charging more than the printed price.

Service providers adding hidden charges without notice.

✅ Relevant Right: Right to Information, Right to Choose

🧼 5. Hazardous or Unsafe Products

Items that may endanger health or property due to low quality or poor packaging.

Examples:

Electrical appliances without ISI marking.

Packaged food items without FSSAI certification.

✅ Relevant Right: Right to Safety

🚫 6. Unfair Trade Practices

Practices that cheat, exploit, or trick consumers.

Examples:

Fake discounts or "limited offer" scams.

Hoarding or black-marketing during festive seasons.

Selling expired products by changing labels.

✅ Relevant Right: Right to Be Heard, Right to Choose

🧾 7. Refusal to Issue Bills or Receipts

Sellers must provide a valid bill — it’s the consumer’s proof of purchase.

If refused, the consumer can’t claim warranty or file complaints.

✅ Relevant Right: Right to Consumer Education, Right to Redressal

8. Non-Compliance with Warranty or Guarantee

When a product or service fails and the seller refuses to honor repair, replace, or
refund claims.

Example: A TV under 1-year warranty that fails within 3 months, but the seller
avoids responsibility.
✅ Relevant Right: Right to Seek Redressal

🧪 9. Sale of Expired or Counterfeit Products

Products past expiration or fake copies of branded items.

Example: Medicine sold past expiry date, or duplicate branded shoes.

✅Relevant Right: Right to Safety, Right to Information

📝 How to File a Complaint

Collect Evidence: Bill, warranty card, photos, emails, etc.

Draft a Complaint: Clearly explain the issue, relief sought, and attach documents.

Submit Online or Offline:

Use the National Consumer Helpline

File through the e-Jagriti Portal

Visit your local District Commission

Attend Hearings: You can represent yourself or appoint someone.

Receive Judgment: Courts may order refund, replacement, compensation, or penalty.

Symbols and Certification Marks in India

These symbols are printed on product packaging to help consumers make safe and
informed choices. Each mark has a specific meaning and is issued by a government
authority or standards body.

1. ISI Mark (Indian Standards Institute)

Meaning: Certifies that a product conforms to Indian safety and quality standards.

Issued by: Bureau of Indian Standards (BIS)

Used for: Electrical appliances, cement, LPG cylinders, kitchen items, tyres, etc.

Example: A fan with an ISI mark ensures it meets safety standards and won’t
overheat or short-circuit.

📝 Note: Fake ISI marks are common. Genuine marks include a license number (CM/L-
xxxxxxx) and the IS code of the product2.

🟢🔴 2. Green Dot and Red Dot

Green Dot: Indicates vegetarian food.

Red Dot: Indicates non-vegetarian food (contains meat, eggs, or animal-derived

ingredients).

Mandatory for: All packaged food items in India.

Issued by: Food Safety and Standards Authority of India (FSSAI)

🧠 Why it matters: Helps consumers follow dietary preferences and religious

beliefs4.

3. FSSAI Logo
Full Form: Food Safety and Standards Authority of India

Meaning: Ensures the food product meets safety and hygiene standards.

FSSAI License Number: A 14-digit number printed next to the logo.

Used for: All packaged food, restaurants, online food delivery, etc.

Issued by: Ministry of Health and Family Welfare

✅ Why it matters: Protects consumers from adulterated or unsafe food6.

💍 4. Hallmark
Meaning: Certifies the purity of gold and silver jewelry.

Issued by: Bureau of Indian Standards (BIS)

Includes:

BIS logo

Purity in karats (e.g., 22K916)

Hallmark Unique Identification Number (HUID)

Mandatory for: Gold jewelry sold in India since 2021

💡 Example: A ring marked “22K916” means it is 91.6% pure gold8.

🍓 5. FPO Mark (Fruit Products Order)

Meaning: Certifies that processed fruit products are made in hygienic conditions.

Issued by: Ministry of Food Processing Industries

Used for: Fruit jams, pickles, squashes, juices, dehydrated fruits, etc.

Status: Replaced by FSSAI after 2006, but still seen on older products10.

Slogans to Raise Awareness

“Jago Grahak Jago” – Wake up, consumer!
“Your money, your right, your voice!”

“Be informed, be empowered!”

“Say no to fraud, say yes to fairness!”

Expanded Case Study

Case Title: Rajesh Rajan vs. PepsiCo India
Background: Rajesh Rajan, a resident of Ahmedabad, purchased a sealed bottle of
Pepsi from a local store. Upon opening it, he discovered a packet of gutka (chewing
tobacco) floating inside the bottle — a serious health hazard and a clear violation
of safety standards.

Action Taken: Rajesh immediately filed a complaint with the District Consumer
Disputes Redressal Forum, citing:

Deficiency in service

Violation of the right to safety

Mental distress and potential health risks

He demanded ₹5 lakh in compensation for the trauma and negligence.

Initial Verdict: The forum awarded him ₹4,008 — ₹4,000 as compensation and ₹8 for
the cost of the bottle. Dissatisfied, Rajesh appealed to the State Consumer
Commission, arguing that the compensation was inadequate and did not cover testing
costs or emotional distress.

Final Judgment: The State Commission ruled in his favor, increasing the
compensation to ₹20,000 plus ₹2,000 in legal costs. The court emphasized that
product safety is non-negotiable, and companies must be held accountable for
lapses.

Significance: This case highlights the power of consumer courts and the importance
of awareness. Even a single consumer can challenge a multinational company and win
justice. It reinforces the Right to Safety and Right to Redressal, showing that
legal remedies are accessible and effective.

Conclusion
Consumer Rights are not just legal provisions — they are the foundation of ethical
commerce and social justice. In a rapidly evolving marketplace, where digital
transactions, global brands, and complex services dominate, consumers often face
challenges like misleading advertisements, defective products, and unfair pricing.
These rights empower individuals to make informed choices, demand accountability,
and seek redressal when wronged.

In conclusion, consumer rights are not just about protection — they are about
participation. When consumers actively engage, question, and assert their rights,
they shape a marketplace that values fairness, quality, and transparency. As
students and future leaders, understanding and exercising these rights is a step
toward building a responsible and empowered India.

📖 Bibliography
Here’s a comprehensive list of books, articles, and websites you can include to
make your bibliography truly impressive:

📘 Books & Journals

Chatterjee, A. (2011). Consumer Protection: Problems and Prospects. Post Modern
Opening, Vol. 7, pp. 157–182.

Raju, J.K. & Asifulla, A. (2013). Consumer Protection Act, 1986: Issues and
Challenges. IJERMAT, Vol. 2(4), pp. 39–41.

Chaudhry, K., Chandhiok, T., & Dewan, P. (2011). Consumer Protection and
Consumerism in India. IJMR, Vol. 1(1), pp. 83–94.

Singh, Avtar (2005). Law of Consumer Protection. Eastern Book Co.

Girimaji, Pushpa (2002). Consumer Rights for Everyone. Penguin Books.

📰 Articles & Reports

Kalpana, D. & Natarajan, G. (2008). Measurement of Consumer Protection Awareness.
Research Journal.

Jain, S.K. & Kaur, G. (2004). Ecolabelling: Genesis and Perspectives. Effulgence,
Vol. 2(1), pp. 5–18.

Gupta, Joyeeta (1986). Consumerism: Emerging Challenges. Vikalpa, Vol. II(2), pp.
149–158.

🌐 Websites
Ministry of Consumer Affairs – Consumer Rights

Consumer Protection Act, 2019 – PIB

Consumer Awareness – GeeksforGeeks

Consumer Rights Explained – Vedantu

Consumer Court Case Studies – Vakilsearch

Consumer Protection Measures – Plutus Education