Group 2

Mohit Adnani(F002)
Abhishek Anand(F004)
Anshu Arora(F006)
Abhishek Bhargava(F008)
Siraj Cotecha(F010)
Twiga Dua(F012)
Abhishek Gaur(F014)
Sahil Girdhar(F016)
Apoorv Gupta(F018)
Tanmay Jagdale(F020)
Industrial Revolution

Massive expansion of trade

Greater demand from

consumers

Increase in number of
producers INTRODUCTION
Decrease in quality
 Manufacturing defects
 Cheating of consumers
 Imperfections
 Adulteration of edibles
Illiteracy and ignorance

Unorganized customer
body

Availability of cheap knock

NEED FOR
offs CONSUMER
Misleading advertising PROTECTION
Business malpractices
Promote protection of
consumers from various
malpractices PURPOSE
The Consumer Protection Act seeks to
provide for better protection of the
interests of consumers

Provision for the establishment of

Consumer councils and other authorities
for the settlement of consumer disputes

To promote and protect the rights of OBJECTIVE

consumers.

These objects are sought to be promoted

and protected by the Consumer
Protection Council to be established at
the Central and State level
Consumer

Unfair Trade Practices

IMPORTANT
Restrictive Trade Practices
TERMS
Defect and deficiency in service
Right To Safety

Right To Be Informed

Right To Choose
CONSUMER
Right To Be Heard RIGHTS
Right To Seek Redressal

Right To Consumer Education

Online

Offline

Documents Required COMPLAINT

Procedure On Receipt Of FILING
Complaint

Relief to Consumer
Due to high purchasing power, developed cities
are having higher number of complaints. These
areas have larger consumer markets which
increases the number of duplicate products
leading to higher number of complaints.

Large urban centres like Maharashtra, Delhi and

INFERENCE:
Punjab have a low average disposal rate, this may
be due large number of cases filed adding load on
STATASTICAL
to judiciary.
DATA OF
Nowadays, government is also keen to solve
consumer complaints. The average disposal rate
COMPLAINTS
in India is 86%.

In some areas, like Tripura, no complaint is

resolved till date.
First Consumer organization demanding
special Consumer Courts formed in 1966

Formed by 9 ladies as part of a movement to

fight for Consumer Rights

It is registered Under The Societies

Registration Act No. XXI of 1860
CGSI
CGSI proposed a comprehensive Consumer
Protection Act, Special Consumer Courts, and a
Directorate for implementation of the Act

Received National Award for Consumer

Protection for its 25 years of service to
consumers
To educate and organize consumers in order
to secure, protect and preserve their interest
and assert their rights

Protecting consumers from the products

hazardous to life and property

Protecting consumers from the unfair trade

practices OBJECTIVES
Protecting consumers against fraud and
OF CGSI
misrepresentation

To inform consumers about the quality,

quantity, purity standards and price of goods

Promoting consumer interests

Helping consumers by handling consumer

complaints and offering legal guidance
Consumer Education

Product Testing
CONSUMER
ACTIVITIES BY
Complaint Redressal
CGSI
Other Activities
Consumer Rahul Chandok vs.
Amazon India : Order not
delivered

Consumer Nikunj Soni vs.

Tikona wi-Bro :Discontinuation
of Service

Consumer Reena Pandya vs. CASES

Welingkar Institute: Fee
Payment

Consumer Ramesh Prabhu vs. a

private builder based in Kalyan
: real estate case
Key comparisons with USA

In addition to government regulations

in USA, there is much greater and
stricter self-control by business
associations

Government regulatory bodies take INTERNATIONAL

initiative and find-out if consumer
interest is not well looked after COMPARISONS
In India there are much lesser
regulations to protect children and
elderly persons and women against
exploitation by marketer.
 BRAZIL

Consumer rights in Brazil obtained visibility after the constitution of 1988

The Government issued the Consumer Defence Code in 1991, a law to organize
all rules to protect consumer rights.

SOUTH AFRICA

The Consumer Protection Act, No. 68 of 2008 was signed on 24 April 2009.
 COMPARISONS BETWEEN INDIA, BRAZIL
AND SOUTH AFRICA
India Brazil South Africa
Governed by the Consumer Protection Governed by the Consumer Defense Code Governed by the Consumer Protection
Act, 1986 on a national level. 1991. Act, 2008.
Enforced by the National, State and A number of consumer defense institutions The National Consumer Commission (NCC)
District Consumer Disputes Redressal are responsible for enforcement of the CDC. is charged with the responsibility to carry
Commission. Prime amongst them are the Procon offices out the functions assigned to it by the Act.
in each state. Each of these institutions deal
with their particular area of expertise.
The Monopoly and Restrictive Trade The Consumer Protection Defense
The NCC plays an active role in monitoring
Practices Commission undertakes some Department aims to play an active role in the products and services along with
studies to make sure consumer interest is formulation and enactment of consumer various National Consumer Tribunals
looked after. protection policies. However due to the(NCT) and National Prosecuting
dynamic nature of the market in Brazil, the
Authorities (NPA). South African
DPDC hasn’t really been successful. consumers are some of the best protected
consumers in the world.
Statistics (since inception of Consumer Due to the large number of organizations Statistics for the year 2013-14:
Disputes Redressal Forums): involved in consumer protection, a Cases filed: 5315
At National level, consolidated set of statistics was not Cases completed: 4143
Cases filed: 95,380 available. The time between receipt of application
Cases Pending: 9,946 by the NCT to the communication of
% Cases disposed: 89.57% outcome of initial filings to the filing
parties was 4.1 days on an average.
 Who is an ombudsman ?

 Duties of an ombudsman

 Ombudsman in India
OMBUDSMAN
 Financial Ombudsman Service
Informal Stage
Final Stage

HUL Welcome Practice

BANKING OMBUDSMAN SCHEME IN RBI
 Consumer Unity and Trust Society vs.
Bank of Baroda (1992)

 Bajaj Allianz accused for unfair trade

practices [10th March 2011] CASES
 HDFC Bank Limited vs. Balwinder Singh
[16th March 2009]