Consumer Protection

United We Stand!
The Government and Us

The Consumer

Mahatma Gandhi said, "A consumer is the most

important visitor on our premises. He is not

dependent on us, we are on him. He is not
an interruption to our work, he is the
purpose of it. We are not doing a favour to a
consumer by giving him an opportunity. He is
doing us a favour by giving us opportunity to
serve him.

From the Social Activists desk:

We have got problems and we need
to do something about them. I am
going to tell you about those
problems and we will explore what
needs to be done to set things right!

What we face as Consumers

Adulteration of food substances by traders

through addition of substances which are injurious
to health or removal of substances which are
nutritious or by lowering their quality standards
Supply of defective goods
Use of deceptive or incorrect rates on products
Use of false or non-standard weights and
measures in supply of goods
Selling above the MRP
Unauthorised sale of essential products like
medicines, etc. beyond their expiry date to
ignorant consumers
Poor customer services

How do we deal with the problems?

Build Awareness of Consumer Protection

Measures
Take Legal Action by lodging complaints
against unscrupulous practices
Be vigilant while purchasing products and
services
Form Consumer Associations and Clubs
that aim to promote welfare of Consumers
Support the Government in the fight for
Justice for All

From the Policy Makers Desk

There are miles to go before we
sleep. We have come a long way yet
there is much to be done. Let me
give you a glimpse into your past
and show you your present so that
together we can pave the way for a
better future.

Yesterday to Today
Pre 1950
The Indian Contract Act of
1872, the Sale of Goods Act
of 1930, the Indian Penal
Code of 1860, the Drugs and
Cosmetics Act of 1940, the
Usurious Loans Act of 1918,
and the Agriculture Procedure
(Grading and Marketing Act)
of 1937

Post 1950
The Essential Commodities
Act of 1955, the Prevention of
Food Adulteration Act of 1954
and the Standard of Weights
and Measures Act of 1976.
For fifty-five years, the Sale
of Goods Act of 1930 [SGA]
was the exclusive source of
consumer protection in India.
The Indian legal system
welcomed a new phase with
the enactment of the
Consumer Protection Act of
1986 [CPA], which was
specifically deigned to protect
consumer interests.

Where We Stand
Total Number of Consumer Complaints Filed / Disposed since
inception Under Consumer Protection Law
(Update on 05.11.2014)
Sl. No.

1
2
3

Name of Agency

Cases filed since Cases disposed of

% of total
Cases Pending
inception
since inception
Disposal

National
91998
Commission
State
659585
Commissions
District
3473708
Forums
TOTAL
4225291

80251

11747

87.23%

569036

90549

86.27%

3205363

268345

92.27%

3854650

370641

91.23%

For Our Future

To make things better, the Government can do a lot:

Make our Consumer Grievance Redressal Machinery strong

and efficient
Bring in more staff for speedy redressal of pending cases
Encourage greater involvement of District Machinery
Ask for Action Plans from States on a regular and periodic
basis
Provide review of progress made by each State
Operate State level Consumer Information Centres
Conduct Consumer Education programmes through various
media
Conduct seminars and workshops with Voluntary Consumer
Organisations

From the Lawyers Desk:

There is plenty of action happening
in Consumer Protection. The
Government is doing quite a bit but
many of us are unaware of the
changes taking place. I am going to
give you a ringside view of the
action! We all need to be aware of
how we can help ourselves

Consumer Protection Initiatives by

the Government
Consumer Protection initiatives by the
Government revolve around the following three
areas:

Firstly, providing a legal framework that

comprises of the Consumer Protection Act.
Secondly, evolving standards for different
products to enable the consumers to make an
informed choice about different products and so
that only safe products are circulated in the
market.
Thirdly, consumer awareness and education.

Consumer Awareness Initiatives

by the Government

Publicity through print media to educate the

consumers about their rights and responsibilities.

Publicity through electronic medium by telecast of

video spots on various consumer related issues
such as ISI, Hall-Mark, Alternate Dispute,
Redressal System, Weights and Measures, Rights
of Consumers etc.

Jago Grahak Jago, an initiative which empowers

consumers by making them aware about their
rights as well as the Grievance Redressal
Mechanism.

Where we can go for help

A CORE (Consumer Online Research and

Empowerment) Centre has been set up in
collaboration with Consumer Coordination Council
(CCC) through signing of an MoU. It is the only
authorised agency of the Department of
Consumer Affairs to handle 'Online Consumer
Complaints' for redressal through mediation. By
accessing the online Complaint Redressal System
in the CORE, the consumers can register
themselves and lodge their grievance online.

Where we can go for help

A National Consumer Helpline (NCH) project

was launched by the Department of Consumer
Affairs in coordination with Delhi University,
Department of Commerce. Under the helpline,
consumers from all over the country can dial a
toll-free number and seek telephonic help for
problems that they face as consumers. The
helpline intends to deal with problems related to
telecom, courier, banking, insurance, financial
services, etc.

From the Public Relations

Managers Desk :
Its time we took responsibility for
doing the right thing! All of us need
to be proactive. There is a lot each of
us can do. Let me tell you about a
few of the things that we can do to
make sure we act as aware and
responsible citizens

What we can do

If you are a Consumer Organisation:

REVIEW!

Set up a Review Committee which posts reviews

on products and services.
Ensure that the products and services reviewed
are bought from the market and not donated to the
organisation by businesses.
Do not allow your review to commercially promote
or discourage the use of any product or service. An
unbiased view will build integrity of your opinion.

What we can do

If you are a Business:

ADOPT!

High ethical standards to ensure that your

customers get the best from you. Remember
that you exist because the customer buys from
you.
Self regulation on unfair practices such as
black marketing and hoarding.
Check on supply of inferior goods or services.

What we can do

If you are a Consumer:

REPORT!

Problems with Food, Drugs and Cosmetics

Injury due to use of an unsafe product
Cheating in any form by seller
Do not neglect to report irresponsible and unethical
behaviour by a business. You will only encourage it
to continue unfair practices.

From the Reporters Desk:

We need to approach the right
authorities in order to get justice.
Letting those who dupe us get away
with it encourages them do dupe
many others. Let me tell you where
to go and what to do when you want
justice.

Legal Redressal Machinery

NATIONAL COMMISSION

STATE COMMISSION

DISTRICT FORUM

Making a Complaint
National
State
District
Commission Commission Forum
A complaint can
be made when
the value of
goods and
services along
with
compensation
claimed exceeds
Rs. 1 crore.

A complaint can
be made when
the value of
goods and
services along
with
compensation
claimed exceeds
Rs. 20 lakhs but
does not exceed
Rs. 1 crore.

A complaint can
be made when
the value of
goods and
services along
with
compensation
claimed does
not exceeds Rs.
20 lakhs.

Information required for a

Complaint
Name and full address of complainant
Name and full address of opposite party
Description of goods and services
Quality and quantity
Price
Date & proof of purchase
Nature of deception
Type of redressal requested

United We Stand!
Let us join hands to make a better
India
REVIEW
ADOPT
REPORT
Most of all, SUPPORT!

Credits
NCDRC (National Consumer Disputes Redressal
Commission)

http://ncdrc.nic.in/
Confonet
http://confonet.nic.in/
Department of Consumer Affairs
http://www.fcamin.nic.in/