INDEX
INTRODUCTION
PROBLEMS FACED BY CONSUMERS
CONSUMER MOVEMENT
CONSUMER PROTECTION ACT
CONSUMER RIGHTS AND RESPONSIBILITIES
INFORMATION ABOUT GOODS AND SERVICES
WHERE SHOULD CONSUMERS GO TO GET JUSTICE?
CONSUMER RIGHTS
Amritha Lakshmi, 10J
INTRODUCTION
We participate in the market both as
producers and consumers. As producers of goods
and services we could be working in any of the
sectors discussed earlier such as agriculture,
industry, or services. Consumers participate in the
market when they purchase goods and services
that they need. These are the final goods that
people as consumers use.
Exploitation in the marketplace happens in various ways. Markets do not work in a fair
manner when producers are few and powerful whereas consumers purchase in small amounts
and are scattered. This happens especially when large companies produce these goods.
These companies with huge wealth, power and reach can manipulate the market in various
ways. At times false information is passed on through the media, and other sources to attract
consumers. Hence, there is a need for rules and regulations to ensure protection for
consumers.
PROBLEMS FACED BY CONSUMERS
Consumers face numerous problems in the marketplace, including issues with product quality,
misleading information, unfair trade
practices, and lack of awareness about
their rights. These challenges can lead to
financial losses and dissatisfaction with
purchases.
1. Poor Product Quality:
2. Misleading Information and Advertising:
3. Unfair Trade Practices:
4. Lack of Consumer Awareness and
Education:
5. Issues with Online Shopping:
6. Limited Access to Information:
7. Difficulty in Seeking Redressal:
Some consumers may be discouraged from pursuing their claims due to these difficulties.
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 organizations in India,
and around the world, to create awareness
amongst people.
In India, the consumer movement as a
‘social force’ originated with the necessity of
protecting and promoting the interests of
consumers against unethical and unfair trade practices. Rampant food shortages, hoarding,
black market, adulteration of food and edible oil gave birth to the consumer movement in an
organized form in the 1960s. Till the 1970s, consumer organizations were largely engaged in
writing articles and holding exhibitions. They formed consumer groups to look into the
malpractices in ration shops and overcrowding in the road passenger transport. More
recently, India witnessed an upsurge in the number of consumer groups.
Because of all these efforts, the movement succeeded in bringing pressure on business firms
as well as the government to correct business conduct which may be unfair and against the
interests of consumers at large. A major step taken in 1986 by the Indian government was the
enactment of the Consumer Protection Act 1986, popularly known as COPRA.
CONSUMER PROTECTION ACT
The Consumer Protection Act, implemented in 1986, gives easy and fast compensation
to consumer grievances. It safeguards and
encourages consumers to speak against
insufficiency and flaws in goods and services.
If traders and manufacturers practice any
illegal trade, this act protects their rights as a
consumer. The primary motivation of this
forum is to bestow aid to both the parties and
eliminate lengthy lawsuits.
This Protection Act covers all goods and
services of all public, private, or cooperative
sectors, except those exempted by the central
government. The act provides a platform for a consumer where they can file their complaint,
and the forum acts against the concerned supplier and compensation is granted to the
consumer for the hassle he/she has encountered.
CONSUMER RIGHTS AND RESPONIBILITIES
‘Consumer rights’ is the right to have information about the quality, potency, quantity,
purity, price and standard goods or services', as it may be the case, but the consumer is to be
protected against any unfair practices of
trade. It is very important for the consumers
to know their rights.
SOME CONSUMER RIGHTS IN INDIA
1. Right to be Informed- About the goods
and services that they purchase.
2. Right to Choose- Any consumer who
receives a service, irrespective of age
or gender, has the right to choose
whether to continue the service or not.
3. Right to Seek Redressal - Against unfair trade practices and exploitation.
4. Right to Represent- Consumers can represent themselves in consumer courts.
5. Right to Safety- Right to be protected against the marketing of hazardous and unsafe
goods and services.
THE RESPONSIBILITIES OF THE CONSUMER
1. Responsibility to be aware – A consumer has to be mindful of the safety and quality
of products and services before purchasing.
2. Responsibility to think independently– Consumer should be well concerned about
what they want and need and therefore make independent choices.
3. Responsibility to speak out- Buyer should be fearless to speak out their grievances
and tell traders what they exactly want
4. Responsibility to complain- It is the consumer’s responsibility to express and file a
complaint about their dissatisfaction with goods or services in a sincere and fair
manner.
5. Responsibility to be an Ethical Consumer- They should be fair and not engage
themselves with any deceptive practice.
INFORMATION ABOUT GOODS AND SERVICES
When you buy any commodity, one will find certain details given on the packing, such as:
Ingredients used Date of
manufacture
Price Expiry date
Batch number The address of
the manufacturer
This information has been displayed because consumers have the right to get
information about the goods and services that they purchase. Consumers can then complain
and ask for compensation or replacement if the product proves to be defective in any manner.
In October 2005, the Government of India enacted a law, popularly known as RTI
(Right to Information) Act. This law ensures that its citizens get all the information about
the functions of government departments.
WHERE SHOULD CONSUMERS GO TO GET JUSTICE?
The consumer movement in India has led to the formation of various organisations
known as consumer forums or
consumer protection councils. They
guide consumers on how to file cases in
the consumer court.
COPRA was set up for the
redressal of consumer disputes.
The district-level court
called District Forum, which
deals with cases involving claims
up to Rs 20 lakh
The state-level court, called State Commission, deals with cases involving claims
between Rs 20 lakh and Rs 1 crore.
The national level court is known as the National Commission, which deals with
cases involving claims exceeding Rs 1 crore. If a case is dismissed in district-level
court, a consumer can also appeal in the state and subsequently in national-level
courts.
LEARNING TO BECOME WELL-INFORMED CONSUMERS
The enactment of COPRA has led to the setting up of separate departments of
Consumer Affairs in central and state governments. The logo with the letters ISI, Agmark or
Hallmark helps consumers to get assurance of quality while purchasing goods and services.
