A PROJECT O

CO SUMER AWARE ESS

Be an Alert Consumer! Be a Responsible Consumer!!

Submitted to: Mr. Ashok Tiwari

Submitted by: Shashank Baveja XIC Roll o. 13

Acknowledgement

It is a matter of great pleasure to express my gratitude to Mr. A Tiwari with his whole hearted cooperation and able guidance in course of preparation of my project file.

I am also greatly to my parents and friends for their stimulating ideas and guidance.

Shashank Baveja

CO TE T

S o.

TOPIC

Page o.

1 2 3 4 5 6 7 8

INTRODUCTION OBJECTIVE SURVAY SAMPLE QUESTIONNAIRE ANALYSIS QESTIONNAIRE ANALYSIS CONCLUSION

I TRODUCTIO

WHO IS A CO SUMER?
Consumer is a person who buys goods or services to be used or consumed by himself/herself or by someone else on behalf of the buyer. Goods may include both consumable items and durable consumer goods. While services paid for may be transport, electricity, film-shows and the like. A consumer may also be defined as any body that chooses goods and services, spends money to obtain them and uses them to satisfy his or her own needs.

CO SUMER RIGHTS
Rights 1 to 6 are directly guaranteed under the Consumer protection Act 1986 while Rights 7&8 are implied under the Constitution of India. 1. Right to safety Consumers have a right to be protected against marketing of goods which are injurious to health and life. 2.Right to be informed Consumers also have the right to be informed about the quantity, quality, purity, standard or grade and price of the goods available so that they can make proper choice before buying any product or service. 3. Right to choose Right to be assured, wherever possible, access to a variety of goods and services at competitive prices. 4. Right to be heard Right to be heard and to be assured that consumers interest will receive due consideration at appropriate fora. 5. Right to redressal Right to seek redressal against Unfair Trade Practices or Restrictive Trade Practices or unscrupulous exploitation of consumers. 6. Right to consumer education Right to acquire knowledge and skills needed for taking action to influence factors which affect consumer decisions. 7. Right to Healthy Environment The right to physical environment that will enhance the quality of life. It includes protection against environmental dangers over which the individual has no control. It acknowledges the need to protect and improve the environment for present and future generations.

8. Right to basic needs Right to basic needs ensures basic goods and services which guarantee survival. It includes adequate food, clothing, shelter, health care, education and sanitation to lead a decent life.

RESPO SIBILITIES OF CO SUMERS

1. Before buying Planning in advance. Enquiring past performance of product/ service. Enquiring about reputation and past performance of producer / seller / service provider. 2. While buying Asking for demonstration regarding how to operate / use the product/service. Enquiring about after-sales service and ensuring availability, phone number, address and e-mail of service center. Reading and knowing the contents of guarantee / warranty card. Insisting for approved sale bill with serial number, address, phone number, etc. Obtaining guarantee / warranty card and getting it signed/sealed by dealer 3. After buying Using products as per instruction given in user manual. Keeping bills and guarantee card safely. In case of fault inform dealer and service center. Do not meddle or repair yourself. Seek immediate redressal of deficiency in product

CO SUMER PROTECTIO ACT, 1986

The Act envisages a three tier quasi judicial system. They are known as : (i) District Consumer Disputes Redressal Forum (ii) State Consumer Disputes Redressal Commission and (iii) National Consumer Disputes Redressal Commission

FEATURES OF CO SUMER PROTECTIO ACT, 1986 A D FILI G OF COMPLAI TS

Simple formalities Advocates not compulsory Consumers themselves can conduct cases Complaints may be sent even through Registered Post Registered Consumer Organizations or Government can also file complaint on behalf of consumer(s) Compensation can be claimed for the loss suffered including mental agony

PROTECTIO OFFERED BY CO SUMER PROTECTIO ACT 1986 AGAI ST:

regulations If you have any grievance you may send a notice to the seller/manufacturer or file a petition in the District Consumer Forum Deficiency in product or service Poor after sales service Damage/Loss to health, life and property due to product Hazards arising out of product/service Unjust enrichment through unfair means Misleading advertisements Unfair Trade Practices Restrictive Trade Practices (like tie-up sales) Violations of any other applicable laws or

SUSTAI ABLE CO SUMPTIO

Every alert consumer has a duty to be a responsible consumer too. This means: Consume only what one needs. Remember the poor and underprivileged. Dont waste products/service, natural resources. Someone else may badly need it. Avoid polluting products such as plastics, chemicals. Instead, use environmentally friendly degradable materials such as cloth, jute bags/ materials. Help keeping the environment safe and healthy. Recycle degradable waste in your house.

REMEMBER CO SUMER

THE

RS

OF A

DUTIFUL

Reduce: Consume only what you need, if possible reduce consumption of water, electricity, fuel and other nonrenewables Reuse: If a product can serve you for a longer period, use it instead of buying a new one. Recycle: Dont litter the environment, please recycle degradable or recyclable materials through scrap dealers

OBJECTIVE
Objective of this questionnaire is to know about the consumer awareness among males and females and in accordance to these, suitable tools of acquisition of data and methods of analysis are chosen.

SURVEY

A QUESTIO AIRE O CO SUMER AWARE ESS Objective of this questionnaire is to know about the consumer awareness among males and females. You are requested to fill in this questionnaire, and return at your earliest convenience. (Information furnished in this questionnaire will be kept strictly confidential. The information will be used only for a project work of class XI) ame of respondent (Optional) : Address: Sex: Male ( ) Female( ) Age: Educational qualification: Occupation : Family Income: Q1 Are you aware that the product you buy should be a certified product like ISI, AGMARK, and ISO9002? YES Q2 ( ) NO ( )

Do you check MRP, Manufacturing Date and Expiry Date while buying a product? YES ( ) NO ( )

Q3

Do you insist on Cash Memo at the time of purchase to ensure genuine purchase and tax revenue to the government? YES ( ) NO ( )

Q4

Do you bargain on MRP? YES ( ) NO ( )

Q5

Do you confirm the availability of the product at Fair Price Shops? YES ( ) NO ( )

Q6

Do advertisements effect your decision of purchasing? YES ( ) NO ( )

Q7

Are you aware of consumer courts to protect your rights? YES ( ) NO ( )

Q8

Have you ever filed a case in consumer court? YES ( ) NO ( )

Q9

Are you aware of website / toll free number, which registers consumer complaints? YES ( ) NO ( )

Q10

Do you listen / watch program Jago Grahak Jago on Radio or Doordarshan? YES ( ) NO ( )

ANALYSIS I
YES MALE O MALE YES FEMALE O FEMALE

Question 1 Question 2 Question 3 Question 4 Question 5 Question 6 Question 7 Question 8 Question 9 Question 10

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ANALYSIS II
YES MALE O MALE YES FEMALE O FEMALE

Question 1 Question 2 Question 3 Question 4 Question 5 Question 6 Question 7 Question 8 Question 9 Question 10

36.6% 46.6% 26.6% 23.3% 3.3% 30% 40% 3.3% 33.3% 23.3%

13.3% 3.3% 23.3% 26.6% 46.6% 20% 10% 46.6% 16.6% 26.6%

43.3% 40% 30% 26.6% 13.3% 30% 40% 6.6% 23.3% 33.3%

6.6% 10% 20% 23.3% 36.6% 20% 10% 43.3% 26.6% 16.6%

Question 1
Are you aware that the product you buy should be a certified product like ISI, AGMARK, and ISO9002?
1

14 12 Number of Respondents 10 8 6 4 2 0

Male saying "YES" Female saying "YES"

Male saying "NO" Female saying "NO"

Question 2
2
16 14 12 Number of Respondents 10 8 6 4 2 0

Do you check MRP, Manufacturing Date and Expiry Date while buying a product?

Male saying "YES" Female saying "YES"

Male saying "NO" Female saying "NO"

Question 3
3
10 9 8 Number of Respondents 7 6 5 4 3 2 1 0

Do you insist on Cash Memo at the time of purchase to ensure genuine purchase and tax revenue to the government?

Male saying "YES" Female saying "YES"

Male saying "NO" Female saying "NO"

Question 4
Do you bargain on MRP?
4
8.2 8 7.8 Number of Respondents 7.6 7.4 7.2 7 6.8 6.6 6.4

Male saying "YES" Female saying "YES"

Male saying "NO" Female saying "NO"

Question 5
Do you confirm the availability of the product at Fair Price Shops?
Number of Respondents

5
16 14 12 10 8 6 4 2 0

Male saying "YES" Female saying "YES"

Male saying "NO" Female saying "NO"

Question 6
6
10 9 8 Number of Respondents 7 6 5 4 3 2 1 0

Do advertisements effect your decision of purchasing?

Male saying "YES" Female saying "YES"

Male saying "NO" Female saying "NO"

Question 7
7

Are you aware of consumer courts to protect your rights?

14 12 Number of Respondents 10 8 6 4 2 0

Male saying "YES" Female saying "YES"

Male saying "NO" Female saying "NO"

Question 8
Have you ever filed a case in consumer court?
16 14 Number of Respondents 12 10 8 6 4 2 0

Male saying "YES" Female saying "YES"

Male saying "NO" Female saying "NO"

Question 9
9

Number of Respondents

Are you aware of website / toll free number, which registers consumer complaints?

12

10

Male saying "YES" Female saying "YES"

Male saying "NO" Female saying "NO"

Question 10
10

12

Do you listen / watch program Jago Grahak Jago on Radio or Doordarshan?

10 Number of Respondents

Male saying "YES" Female saying "YES"

Male saying "NO" Female saying "NO"

Overall Comparison

30

25

20

15

10

Number of Respondents

5 1 2 3 4 5 6 Questions People saying "YES" People saying "NO" 7 8 9 10

Overall Comparison

16

14

12

10

Number of Respondents

2 1
Male saying "YES"

0 2 3 4
Male saying "NO"

6 Question

7
Female saying "YES"

9
Female saying "NO"

10

People saying "YES" on Different Questions

57%

80%

57%

1 3
87%

2 4 6

10%

5
80%

7
57% 60% 17%

8 10

50%

People saying "NO" on different Questions

43%

20%

13% 43%

43%

1 3
50%

2 4 6 8 10

5 7

90%

83% 20% 40%

CONCLUSION
It is clear that most of the men do not bargain on MRP but most of the women do. Most of the people check MRP, Hall mark etc but most of them do not check availability of product at fair price shop. Though almost all of the respondents are aware about consumer courts to protect your rights but they have never filed a case in consumer court Only some of these people watch program Jago Grahak Jago on Radio or Doordarshan and even fewer are aware of website / toll free number, which registers consumer complaints About only half of them insist for cash memo and Only a few peoples decision is affected by advertisements.

So there is a great need of making the consumers aware about their rights. In general the consumers are ignorant about their rights, certain rules and regulations are still needed to be followed strictly. Let us all unite to be ware of poor quality, poor service and poor after sales care etc.