Consumer Rights
and
Responsibilities
PFCS
Consumer rights
● By consumer rights we mean those rights, which are , or which is argued ,
should be provided legally to protect consumers interests.
● Consumer rights are a set of rights governed by the law that allows
customers to have the necessary information about goods and services while
purchasing.
CONSUMER ● The consumer protection Act enshrines 6 rights
of the consumers. These are:
RIGHTS ● Right to safety
● Right to be informed
● Right to choose
● Right to be heard
● Right to seek redressal
● Right to consumer education
Consumer rights
● Right to Safety- Means right to be protected against the marketing of goods and services, which are hazardous to
life and property. Before buying, a consumer can insist on the quality and guarantee of the goods. They should
ideally purchase a certified product like ISI or AGMARK.
● Right to be informed- This right means to be informed about the quality,quantity, potency, standard and price of
goods and services. The buyers should be informed with all the necessary details of the product, make her/him act
wise, and change the buying decision.
● Right to Choose- Consumer should have the right to choose from a variety of goods and in a competitive price. A
buyer has the right to buy the product of his/her choice and get satisfaction out of a number of products available
in terms of quality and price of goods.
cont...
● Right to be heard- This right means that consumers interests will receive due consideration at
appropriate forums.
● Right to seek redressal- This right provides for the right to seek redressal against unfair trade
practices or or unscrupulous exploitation of consumers. It includes right to receive compensation
for misrepresentation or shoddy goods and services, providing legal services.
● Right to consumer education- Consumer should be aware of his/her rights and avoid exploitation.
This right encourages them to acquire the knowledge and skill to be an informed consumer
throughout life.
Consumer Responsibilities
Consumer responsibilities indicate that customers have a specific responsibility towards the society and other consumers and help them to fight against the
unfair practice or at least be aware of it. Consumer responsibilities can be divided into 3 types:
1. Responsibility towards oneself
2. Responsibility about rights
3. Responsibility towards responsibility
● Responsibility to be aware – A consumer has to be mindful of the safety and quality of products and services before purchasing.
● Responsibility to think independently– Consumer should be well concerned about what they want and need and therefore make independent
choices.
● Responsibility to speak out- Buyer should be fearless to speak out their grievances and tell traders what they exactly want
● Responsibility to complain- It’s consumer responsibility to express and file a complaint about their dissatisfaction with goods or services in a
sincere and fair manner.
● Responsibility to be an Ethical Consumer- They should be fair and not engage themselves with any deceptive practice.
Responsibility towards oneself
● Consumers have a responsibility to be honest in all their dealings.
● Consumers have a responsibility towards enhancing their knowledge of the various
laws and legislative provisions made by the government and amendments.
● To increase awareness about various national and international consumer
organization in terms of their activities, area of work, objectives, accomplishments.
● Keep a proper balance between income, expenditure and savings and between
expenditures on different items and requirements of different family members.
● Buy in wholesale as much as possible. Compare prices before purchase.
● Buy from cooperatives / super bazaars
● Carefully examine weights / measures. Look for stamps.
Cont...
● Be an aware consumer. Buy products with standardisation mark. Learn and use simple tests of adulteration.
● Be aware of things happening around you.
● Before undertaking any purchase large or small, the consumer must do a proper market survey.
● He should feel free to choose from the variety available as per his needs and requirements.
● While making a purchase he should read all information given on the brochure and label.
● In case of purchase of services, he should read and understand all the terms and conditions., liability, service
charges etc.
● He should purchase items which have good quality so that sub standards products stop getting manufactured.
● Consumers should keep receipts and other relevant documents
● Consumers should buy only whatever is required by him and his family.
● Dont hesitate to give points of constructive criticism.
● Choosing the right stores to purchase products on your buying capacity is another important consumer
responsibility.
Responsibility about rights
● To be responsible consumers, they must have knowledge about their rights and how these rights can
be exercised.
● Consumers have the rights and responsibilities to protest.
● Mostly consumers are apathetic. They feel that by complaining nothing will happen so why to
complain. Thus the shopkeepers are encouraged to increase their atrocities towards consumers.
● Unsatisfactory products or services, unsafe or hazardous products, unfair vending, unfair trade
practices must be brought into the knowledge of manufacturers and law enforcers by lodging
complaints under the consumer protection act.
● At the same time consumer should not misuse his rights to exploit the seller.
● Consumer should not show interests in his claims but also show solidarity with fellow consumers.
● One should remember that rights could become effective only if the persons exercises his/her rights.
Responsibility towards environment
● Consumer movement is a social movement and it must be concerned with changes
affecting people.
● To avoid wastage and pollution. He should act as a responsible citizen so that
resources are not wasted and indulge in 4R’s of conservation i.e Refuse, Reuse,
Recycle and Reduce.
● While disposing off waste the consumer has to be responsible enough not to pollute
his environment.
References
Book: Family Finance and Consumer studies
by Mrs. HK Sawhney and Meenakshi Mital
https://consumeraffairs.nic.in/organisation-and-
units/division/consumer-protection-unit/consum
er-rights
