Project Notes on Consumer Awareness

Acknowledgement
I would like to express my sincere gratitude to everyone who has helped me complete my
Class 10 Social Science project.
First and foremost, I want to thank my Social Science teacher, _____________, for your
constant guidance and encouragement throughout this endeavour. Your passion for the
subject and commitment to seeing your students succeed has pushed me to put my best
efforts into this project.
I would also like to thank our school Principal, ______________________, for providing us
with all the necessary resources and facilities that aided the completion of this project.
In addition, I am extremely thankful to my parents and friends, for helping me find relevant
reference materials and teaching me research skills that were critical for this project. Your
assistance played a big role in broadening my understanding of the subject.
The completion of this Geography project has been a very rewarding Experience for me.
Thank you every one of you for empowering me with knowledge and skills that will benefit
me greatly in the future.

1. Who is a Consumer?
A consumer is the backbone of any economy. Every person who buys goods and services to
fulfill their needs and wants is called a consumer. The term “consumer” does not only mean
the buyer of products like food, clothes, or gadgets, but also includes people who hire
services such as education, healthcare, banking, transport, and electricity.
According to the Consumer Protection Act, 1986, a consumer is a person who:
1. Buys goods for consideration (money, credit, or deferred payment) for personal use
and not for resale or commercial purposes.
2. Hires or avails of services for consideration, such as telephone connections,
electricity, medical treatment, etc.
For example:
• If you purchase a packet of biscuits for your family, you are a consumer.
• If you go to a hospital for treatment, you are a consumer of health services.
• If you buy a ticket and travel by train, you are a consumer of railway services.
It is important to note that a person who buys goods for resale, production, or profit is not
considered a consumer under the Act.
Thus, the consumer plays a central role in the marketplace. Production, trade, and
distribution exist only because of consumers. As Mahatma Gandhi said, “A customer is the
most important visitor on our premises. He is not dependent on us. We are dependent on
him.”

2. How are Consumers Exploited?

In the modern market system, consumers face many challenges. Though they are the
ultimate beneficiaries of goods and services, they often become victims of exploitation due
to unfair practices by producers, sellers, and service providers. Exploitation means taking
undue advantage of consumers’ lack of awareness, urgency, or helplessness.
Some common ways in which consumers are exploited are:
• Overcharging: Charging a price higher than the Maximum Retail Price (MRP) printed
on goods. Example: Sellers at railway stations charging ₹30 for a water bottle priced
at ₹20.
• Adulteration: Mixing cheaper substances in products to earn profit. For instance,
mixing water in milk, stone chips in rice, or harmful chemicals in food.
• False Advertising: Misleading claims about a product’s quality, performance, or
benefits. For example, fairness creams claiming to change skin tone within a week.
• Under-weight and Under-measurement: Selling goods less than the promised weight
or quantity, like giving 950 g sugar instead of 1 kg.
• Defective Goods: Selling items with faults or without safety standards (e.g., electronic
gadgets with short circuits, expired medicines).
• Lack of Safety Measures: Providing products that may be hazardous, like toys with
toxic paints, or gas cylinders without proper checks.
Consumers are especially vulnerable in sectors like food, medicine, healthcare, and e-
commerce because of lack of information and urgency of need.
Thus, although consumers are the king of the market in theory, in practice they are often
exploited by unfair trade practices. This makes consumer awareness and protection laws
essential.

3. Forms of Consumer Exploitation

Consumer exploitation takes many forms. Some of the major forms are:
 1. Adulteration – Mixing inferior or harmful substances in food and drinks. Example:
Adding brick powder in chili powder, water in milk, or harmful dyes in sweets.
Adulteration is dangerous because it affects health directly.
2. Duplication of Goods – Many sellers cheat consumers by selling fake products of
popular brands. For instance, duplicate sports shoes, watches, or cosmetics look
similar to originals but are of poor quality.
3. Overcharging Prices – Consumers are often charged more than the MRP printed on
goods, especially in places like theaters, airports, and tourist spots.
4. False Weights and Measures – Shopkeepers sometimes manipulate weighing scales
or use under-measurement practices to give less quantity.
5. Defective Goods – Low-quality or faulty goods are sold in the market. Example:
Electrical appliances without warranty, mobile phones with poor battery life.
6. False Claims in Advertisements – Misleading advertisements influence consumers,
especially children and youth. Example: Chips advertised as healthy, cold drinks
shown as energy boosters.
7. Sale of Hazardous Goods – Products without proper safety standards like unsafe
medicines, expired drugs, or toys with harmful chemicals can cause accidents and
health problems.
8. Poor After-Sales Service – Many companies deny repair, replacement, or servicing
after selling goods like cars, ACs, or computers, leaving the consumer helpless.
9. Black Marketing and Hoarding – Traders hoard essential commodities like onions,
petrol, or sugar to create artificial scarcity and later sell them at very high prices.
In short, exploitation takes different shapes, but the end result is always the same –
consumers suffer losses in terms of money, health, and trust.

4. Consumer Rights
To safeguard consumers from exploitation, the Government of India provided a legal
framework through the Consumer Protection Act, 1986. This Act clearly defines six
important rights of consumers which every individual should know and exercise.
1. Right to Safety
o Consumers have the right to be protected against goods and services that are
hazardous to life and health.
o Example: Electrical appliances without ISI mark, expired medicines, unsafe toys,
and contaminated food.
 o Before buying, consumers should always check certification marks like ISI,
AGMARK, Hallmark, FSSAI, BIS etc.
2. Right to Information
o Every consumer has the right to be informed about the quality, quantity, purity,
price, and standard of goods.
o Example: A packet of biscuits must clearly display MRP, weight, manufacturing
and expiry date.
3. Right to Choice
o Consumers have the right to choose from a variety of goods and services at fair
prices.
o Example: In a mobile shop, the seller cannot force you to buy one brand only.
4. Right to be Heard
o Consumers’ interests should receive due consideration at appropriate forums.
o Example: If a mobile company has poor network, consumers can file complaints
with TRAI (Telecom Regulatory Authority of India).
5. Right to Seek Redressal
o Consumers can claim compensation against unfair trade practices or defective
goods.
o Example: If a new washing machine stops working within a week, the consumer
has the right to repair, replacement, or refund.
6. Right to Consumer Education
o Consumers must be made aware of their rights and responsibilities.
o Example: The “Jago Grahak Jago” campaign spreads awareness about
consumer protection.
These rights are not just legal provisions but also tools of empowerment. If exercised
properly, they can make the marketplace fair, transparent, and consumer-friendly.

5. Consumer Responsibility
Consumer rights are meaningful only when consumers also fulfill their responsibilities.
Rights and duties go hand in hand. If consumers are careless, they become easy targets for
exploitation.
Responsibilities of Consumers:
 1. Be Aware – Consumers must know their rights and available remedies. Example: If
charged above MRP, they should refuse and report.
2. Read Labels Carefully – Before buying, consumers must check details such as MRP,
manufacturing date, expiry date, batch number, and instructions.
3. Check Quality Certification – Look for ISI mark (industrial goods), AGMARK
(agricultural products), Hallmark (gold jewelry), FSSAI (food items), BIS mark
(standardized products).
4. Demand Bill/Receipt – Always ask for a cash memo. It acts as proof if the product is
defective or needs to be returned.
5. Avoid Being Misled by Ads – Do not blindly believe exaggerated advertisements. For
example, no cream can make someone fair in a week.
6. Proper Use of Goods – Consumers must use products as per safety instructions to
avoid accidents.
7. Raise Voice Against Exploitation – If cheated, consumers should file complaints in
consumer courts instead of remaining silent.
8. Form Consumer Groups – Consumers should unite and create awareness to
strengthen the movement.
In short, an aware consumer is a safe consumer. When consumers fulfill their
responsibilities, it not only protects them but also creates a culture of accountability in the
marketplace.

6. Consumer Movement
The consumer movement is a social force that began as a response to the widespread
exploitation of consumers by producers and traders. It is aimed at protecting consumer
interests through collective action, laws, and awareness campaigns.
• In the 1960s and 70s, consumers in India faced rampant problems like adulteration,
high prices, and lack of safety standards. At that time, there were very few laws to
protect consumers.
• People started protesting, organizing rallies, and forming groups to demand stronger
laws.
• Gradually, the government recognized the need to protect consumers and passed the
Consumer Protection Act in 1986, a milestone in the consumer movement.
The movement is not only about fighting for rights but also about educating people.
Organizations such as Consumer Guidance Society of India (CGSI) and Voluntary Consumer
Organizations (VCOs) play an important role.
Today, the consumer movement uses mass media, online platforms, and government
campaigns like Jago Grahak Jago to spread awareness. It has become a strong and essential
tool to ensure fairness, transparency, and justice in the marketplace.

7. Need for Consumer Movement

The consumer movement became necessary due to the following reasons:
1. Unfair Trade Practices – Sellers often overcharge, cheat with false weights, and
supply defective goods. Without a movement, such practices would go unchecked.
2. Adulteration and Duplicate Goods – Increasing cases of food adulteration, fake
medicines, and duplicate products created health hazards.
3. Lack of Consumer Awareness – Most consumers were illiterate about their rights and
remained silent even when exploited.
4. Monopoly and Profit Motive of Producers – Producers focused only on profit,
ignoring consumer interests.
5. Need for Consumer Laws – Before 1986, there were no strong laws to protect
consumers. The movement forced the government to pass the Consumer Protection
Act.
6. Rising Prices and Black Marketing – Artificial scarcity created by hoarding and black
marketing made essentials unaffordable.
Thus, the consumer movement is necessary to protect people from exploitation, create
awareness, and ensure that businesses work responsibly.

8. Steps Taken by the Government

The Government of India has taken many initiatives to safeguard consumer rights and
promote fair practices:
1. Consumer Protection Act (COPRA), 1986 – The most important step, providing legal
protection to consumers and setting up redressal mechanisms.
2. Setting Up Consumer Courts – District Forums, State Commissions, and National
Commissions were created for speedy justice.
3. Awareness Campaigns – The “Jago Grahak Jago” program was launched in 2005 to
spread awareness through TV, radio, and print media.
4. Standardization Marks – Introduction of ISI, AGMARK, BIS, Hallmark, and FSSAI
certification to assure quality and safety.
 5. Price Regulation – Strict rules against overcharging above MRP and penalties for
black marketing.
6. Penalties for Misleading Ads and Adulteration – Heavy fines and punishment for
false advertising, adulteration, and unsafe goods.
7. Consumer Clubs in Schools – To educate students about consumer rights and
responsibilities from a young age.
These steps show that the government recognizes the power of consumers and the need to
protect them. However, the success of these measures depends on active consumer
participation.

9. Consumer Protection Act, 1986

The Consumer Protection Act, 1986 (COPRA) was a landmark legislation passed by the
Government of India to safeguard consumer rights. Before this Act, consumers had very few
legal remedies, and approaching normal courts was expensive, time-consuming, and
complex. COPRA made it simple and inexpensive for consumers to seek justice.
Key Features of COPRA (1986):
1. Recognition of Consumer Rights
o The Act legally recognized six consumer rights: right to safety, information,
choice, to be heard, to seek redressal, and consumer education.
2. Three-Tier Redressal System
o COPRA established a simple and speedy system for settling disputes through
consumer courts:
▪ District Forum – For claims up to ₹20 lakh.
▪ State Commission – For claims between ₹20 lakh to ₹1 crore.
▪ National Commission – For claims above ₹1 crore.
3. Low-Cost Complaints
o Consumers could file complaints without hiring a lawyer, making it affordable.
4. Compensation to Consumers
o The Act empowered consumer courts to order replacement of goods, repair of
defects, refund of money, and compensation for damages.
5. Penalties for Unfair Trade Practices
o Producers and sellers found guilty of cheating, adulteration, or false advertising
could be punished.
Impact of COPRA:
• It created awareness among consumers.
• It gave legal power to consumers against powerful companies.
• It built confidence that ordinary citizens can demand justice.
In 2019, a new and updated Consumer Protection Act was passed, replacing COPRA 1986,
to strengthen consumer protection further, especially in the era of e-commerce.

10. Consumer Court

Consumer courts are special tribunals established under COPRA to provide speedy and
inexpensive justice to consumers. They function in a simple manner compared to
traditional courts.
Structure of Consumer Courts:
1. District Forum
o Present in each district.
o Handles cases where the compensation claim is up to ₹20 lakh.
2. State Commission
o Established at the state level.
o Deals with claims between ₹20 lakh and ₹1 crore.
3. National Commission
o The highest consumer court, located in New Delhi.
o Handles claims exceeding ₹1 crore and appeals against State Commissions.
Advantages of Consumer Courts:
• Filing complaints is simple and inexpensive.
• Consumers can represent themselves without a lawyer.
• Decisions are faster compared to civil courts.
• They provide relief like replacement of goods, refund, repair, or compensation.
Example:
• If a refrigerator bought by a consumer stops working within the warranty period and
the company refuses to repair it, the consumer can approach the District Forum for
justice.
Consumer courts are thus the backbone of consumer protection in India, ensuring that “the
customer is truly the king of the market.”

11. Jago Grahak Jago

Jago Grahak Jago (“Wake up, Consumer, Wake up”) is one of the most successful consumer
awareness campaigns launched by the Government of India in 2005.
Objectives of the Campaign:
1. Educate consumers about their rights and responsibilities.
2. Encourage people to demand bills, check MRP, and avoid being cheated.
3. Spread information about consumer courts and grievance redressal.
Methods Used:
• Advertisements on TV, radio, and newspapers.
• Posters, slogans, and social media awareness drives.
• Consumer clubs in schools and colleges.
• Awareness programs in rural and urban areas.
Impact of the Campaign:
• People became more aware of their rights.
• MRP awareness increased, reducing overcharging.
• Consumers started checking ISI, AGMARK, and Hallmark marks before purchase.
• Awareness about filing complaints in consumer courts spread across the country.
Slogan Example:
“Jago Grahak Jago – Grahak hi Bhagwan hai!” (Wake up, Consumer – The Consumer is God!)
This campaign successfully transformed passive consumers into active and alert citizens.

12. Conclusion
Consumer awareness is not just a legal right but also a social necessity in today’s
marketplace. The increasing complexity of goods and services, rise of online shopping, and
aggressive advertising have made consumers vulnerable to exploitation.
The government has introduced strong laws like the Consumer Protection Act, 1986
(updated in 2019), set up consumer courts, and launched awareness campaigns like Jago
Grahak Jago. However, laws and courts alone cannot protect consumers unless people are
aware, responsible, and proactive.
As Mahatma Gandhi rightly said, “A consumer is not dependent on us. We are dependent on
him.”
Therefore, it is the duty of every consumer to know their rights, fulfill their responsibilities,
and fight against unfair practices. An alert consumer is the best safeguard against
exploitation.

13. Bibliography
1. NCERT Economics, Class X – Chapter: Consumer Rights
2. Consumer Protection Act, 1986 (Government of India)
3. Ministry of Consumer Affairs, Government of India – www.consumeraffairs.nic.in
4. “Jago Grahak Jago” campaign resources
5. Articles and reports from The Hindu and Times of India on consumer awareness
6. Notes from school lectures and project guidelines