Report on Measures Taken by the Ministry of Consumer Affairs for Consumer Awareness in India

1. Introduction

Consumer awareness is essential for ensuring that individuals are informed about their rights,
responsibilities, and the various products and services available in the marketplace. The Ministry of
Consumer Affairs, Food, and Public Distribution, Government of India, has taken numerous steps to
promote consumer awareness and protect the interests of consumers. This report outlines the key
initiatives and measures undertaken by the Ministry to strengthen consumer protection and
awareness across the country.

2. Objectives of Consumer Awareness Initiatives

The primary objectives of the Ministry of Consumer Affairs in promoting consumer awareness are:

• To educate consumers about their rights and responsibilities.

• To empower consumers to make informed decisions in the marketplace.
• To ensure the protection of consumers from unfair trade practices and exploitation.
• To strengthen the enforcement of consumer protection laws.
• To encourage the use of grievance redressal mechanisms in case of disputes.

3. Key Measures for Consumer Awareness

The Ministry has implemented several programs and initiatives to enhance consumer awareness in
India. These measures focus on providing consumers with the necessary tools and information to
make informed choices, along with ensuring access to grievance redressal mechanisms.

3.1 Consumer Protection Act, 2019

One of the most significant steps taken by the Ministry is the enactment of the Consumer Protection
Act, 2019. This act replaced the earlier Consumer Protection Act of 1986 and introduced various
provisions aimed at enhancing consumer rights. Key features include:

• Consumer Rights: The act defines six consumer rights, including the right to be
informed, the right to choose, and the right to seek redressal.
• Central Consumer Protection Authority (CCPA): The CCPA was established to
promote, protect, and enforce the rights of consumers, and to ensure consumer safety by regulating
trade practices.
• E-commerce Regulation: With the rise of online shopping, the act includes provisions
to protect consumers in e-commerce transactions, including ensuring transparency and addressing
unfair trade practices.
• Simplified Grievance Redressal: The act simplifies the process for consumers to file
complaints through online portals, increasing access to dispute resolution mechanisms.

3.2 Jago Grahak Jago Campaign

The Jago Grahak Jago campaign is one of the most recognized and impactful initiatives of the
Ministry to raise consumer awareness. Launched in 2005, this campaign uses multiple platforms to
educate consumers about their rights. Key aspects of the campaign include:
 • Media Outreach: The Ministry utilizes television, radio, print media, and social media
to spread awareness messages about consumer rights, product safety, and complaint mechanisms.
• Educational Programs: The campaign conducts educational programs and workshops
for various groups, including students, rural populations, and marginalized communities, to enhance
consumer literacy.
• Multi-Lingual Messaging: To reach a wider audience, the campaign promotes
consumer awareness messages in multiple regional languages, ensuring inclusivity.

3.3 National Consumer Helpline (NCH)

The National Consumer Helpline (NCH) is a dedicated toll-free number (1800-11-4000) that provides
advice, guidance, and assistance to consumers. It serves as a direct platform for consumers to:

• Register complaints against unfair trade practices.

• Seek information regarding their rights and available legal remedies.
• Receive assistance in resolving disputes with businesses and service providers.
The NCH also provides an online portal ([Link]) for filing complaints and tracking
their status.

3.4 E-Daakhil Portal

The E-Daakhil Portal was launched to facilitate the filing of consumer complaints online. It allows
consumers to lodge complaints in consumer commissions from the comfort of their homes. Key
features include:

• User-Friendly Interface: The portal is designed to be accessible and easy to navigate,

enabling consumers to file complaints without needing to visit consumer courts physically.
• Digital Payment Integration: Consumers can pay court fees through digital platforms,
making the process convenient and transparent.
• Online Tracking: The portal provides real-time tracking of the case status, ensuring
transparency in the grievance redressal process.

3.5 Consumer Welfare Fund (CWF)

The Consumer Welfare Fund was established to support activities related to consumer awareness
and welfare. It finances initiatives aimed at educating consumers and improving the enforcement of
consumer rights. Key activities funded under CWF include:

• Consumer Awareness Campaigns: Nationwide campaigns, workshops, and seminars

to educate consumers about their rights and legal remedies.
• Consumer Advocacy: Support for consumer organizations working to protect and
promote consumer interests.
• Research and Development: Funding for research projects that focus on improving
consumer protection policies and understanding emerging consumer challenges.

3.6 BIS Certification and Standardization

The Ministry, through the Bureau of Indian Standards (BIS), promotes consumer awareness by
ensuring that products meet safety and quality standards. Key initiatives include:
 • Mandatory BIS Certification: For certain products like electrical appliances, helmets,
and packaged drinking water, BIS certification is mandatory to ensure consumer safety.
• Awareness Campaigns on Standardization: The Ministry conducts campaigns to
educate consumers about the importance of buying BIS-certified products to avoid substandard or
counterfeit items.

3.7 Consumer Empowerment through Digital Literacy

As digital transactions and e-commerce grow in India, the Ministry has focused on digital literacy
initiatives to make consumers aware of their rights in online transactions. Key aspects include:

• Safe Digital Payments: The Ministry educates consumers about secure methods of
digital payments and how to avoid fraud.
• Consumer Protection in E-Commerce: Information campaigns have been conducted
to educate consumers on safe practices when shopping online, focusing on secure payments, return
policies, and dispute resolution mechanisms.

4. Collaborations and Partnerships

The Ministry collaborates with several organizations and government agencies to enhance consumer
awareness. Key collaborations include:

• Consumer Organizations: The Ministry works closely with non-governmental

consumer organizations to promote consumer rights at the grassroots level.
• Educational Institutions: Partnerships with universities and colleges to introduce
consumer rights education in academic curricula.
• Corporate Sector: Collaboration with the corporate sector to promote ethical
business practices and transparency, ensuring that consumers have access to fair trade practices.
• State Governments: Coordination with state consumer affairs departments to
implement local-level consumer awareness programs.

5. Future Initiatives

The Ministry of Consumer Affairs continues to explore new strategies for enhancing consumer
awareness in the country. Some future initiatives include:

• Strengthening E-Commerce Consumer Protection: With the rapid growth of online

shopping, the Ministry plans to introduce stricter regulations to protect consumers from fraudulent
sellers and ensure better transparency in e-commerce transactions.
• Consumer Education in Schools: Plans to introduce consumer awareness modules in
school curriculums to educate young citizens about their rights and responsibilities from an early
age.
• Leveraging Technology for Awareness: The Ministry aims to use advanced
technologies such as artificial intelligence (AI) and mobile applications to deliver consumer
awareness information in real-time and more effectively.

6. Conclusion

The Ministry of Consumer Affairs has undertaken a wide range of initiatives to promote consumer
awareness and protect consumer interests across the country. By enacting progressive legislation,
launching consumer-centric campaigns, providing accessible grievance redressal platforms, and
collaborating with various stakeholders, the Ministry has made significant strides in ensuring that
consumers are informed and empowered. Going forward, continued efforts will be required to
address emerging challenges in areas like e-commerce, digital transactions, and product safety,
further strengthening consumer protection in India.

References

• Ministry of Consumer Affairs, Food, and Public Distribution, Government of India

• Consumer Protection Act, 2019
• Jago Grahak Jago Campaign Materials
• National Consumer Helpline (NCH) Official Portal
• E-Daakhil Portal, Government of India

This report highlights the comprehensive measures taken by the Ministry of Consumer Affairs to
enhance consumer awareness and ensure the protection of consumers’ rights in India.

To further strengthen consumer awareness and protection, the Ministry of Consumer Affairs has
introduced several more programs that address specific sectors and modern challenges, including
digital finance, product safety, and enhanced transparency.

7.1 Grahaq Mela (Consumer Fair)

The Grahaq Mela is an initiative organized by the Ministry in collaboration with state governments
and consumer organizations. These fairs aim to:

• Educate Consumers: The fairs provide consumers with information on their rights,
product safety, grievance redressal mechanisms, and safe buying practices.
• Demonstrate Product Testing: Fairs often include demonstrations of how to verify
product quality, such as checking for standardized markings (like BIS certification) on goods.
• On-the-Spot Grievance Redressal: Dedicated kiosks are set up at these fairs where
consumers can lodge complaints, get advice, or access legal guidance on consumer issues.

7.2 Consumer Clubs in Schools and Colleges

To instill the principles of consumer rights and awareness at a young age, the Ministry has launched
Consumer Clubs in schools and colleges across the country. Key objectives include:

• Consumer Rights Education: These clubs provide students with education on

consumer laws, rights, and the importance of ethical buying and fair trade.
• Hands-on Activities: Clubs organize workshops, quizzes, and debates on consumer
rights and responsibilities, encouraging students to actively participate in awareness programs.
• Community Outreach: Students are encouraged to create awareness in their local
communities, bridging the gap between urban and rural consumer education.

7.3 Standardization and Quality Control Campaigns

Quality control is a significant component of consumer awareness, especially regarding product

safety. The Ministry, in collaboration with the Bureau of Indian Standards (BIS), conducts:

• Awareness Drives on Product Safety: These drives educate consumers on the

importance of purchasing BIS-certified products and understanding labeling standards.
 • Product Safety Campaigns: The Ministry has launched campaigns focusing on critical
sectors like food safety, electrical safety, and vehicle safety. These campaigns encourage consumers
to look for standardized products and avoid counterfeit goods.
• Fake Goods Awareness: Special campaigns are organized to warn consumers about
the dangers of counterfeit products, especially in the pharmaceutical, electronics, and FMCG sectors.

7.4 Mediation and Lok Adalat for Consumer Disputes

To facilitate the speedy resolution of consumer disputes, the Ministry has introduced the use of
mediation and Lok Adalats (people’s courts). These mechanisms provide out-of-court settlements
that save time and resources for both consumers and companies. Key features include:

• Mediation Cells: Established at district, state, and national levels, mediation cells
allow consumers and businesses to settle disputes amicably under the guidance of a neutral
mediator.
• Lok Adalats for Consumer Cases: These informal courts are organized periodically
where pending consumer complaints are resolved through mutual compromise, offering a quicker
alternative to litigation.

7.5 Digital Payment Security Awareness

As part of the government’s push for a Digital India, the Ministry has emphasized creating awareness
about secure digital payments. Consumers are educated on topics like:

• Cybersecurity: Consumers are informed about secure online transactions, data

privacy, phishing scams, and fraud detection while using digital wallets and online banking.
• Redressal for Online Fraud: The Ministry has collaborated with the National Cyber
Security Coordination Centre (NCSC) to introduce avenues for reporting digital fraud, with dedicated
consumer cells set up to handle such cases efficiently.

7.6 Right to Information (RTI) Campaigns

To promote transparency and accountability, the Ministry has encouraged the use of the Right to
Information (RTI) Act to help consumers seek information from government bodies and service
providers. Campaigns conducted under this initiative educate citizens on:

• How to File RTI Applications: Consumers are guided on how to draft and submit RTI
applications, especially in cases of dissatisfaction with government services or delays in grievance
redressal.
• Information Access and Consumer Rights: Consumers are made aware of the kind of
information they can seek under RTI to ensure they are not misled by false claims or unclear business
practices.

8. Awareness Programs for Rural Consumers

Consumer awareness programs have also been targeted at rural areas, where consumers may be
more vulnerable to exploitation due to a lack of information and access to formal systems of
grievance redressal. The Ministry’s rural initiatives include:

8.1 Rural Consumer Awareness Campaigns

Special campaigns have been designed to address the unique challenges faced by rural consumers.
These initiatives focus on:

• Fair Pricing and Quality Awareness: Educating rural consumers about fair pricing,
standardization, and how to avoid counterfeit or substandard products, particularly in sectors like
agriculture, seeds, fertilizers, and everyday consumer goods.
• Mobile Awareness Vans: The Ministry has deployed mobile awareness vans that
travel to remote villages, screening educational films and conducting live demonstrations on
consumer rights.
• Rural Grievance Redressal: Setting up local centers or kiosks to assist rural consumers
in lodging complaints against unfair trade practices, with a focus on improving accessibility to formal
grievance mechanisms.

8.2 Self-Help Groups (SHGs) and Consumer Awareness

The Ministry collaborates with Self-Help Groups (SHGs) to spread awareness among rural consumers.
Through this initiative, SHG members:

• Train Other Consumers: SHG members receive training on consumer laws and are
equipped with tools to educate others in their communities.
• Leverage Local Networks: These groups leverage their local networks to raise
awareness about consumer protection and spread information about government schemes that
benefit consumers.

9. Public-Private Partnerships (PPP) for Consumer Awareness

Recognizing the role of businesses in promoting ethical consumer practices, the Ministry has initiated
Public-Private Partnerships (PPP) to ensure businesses contribute to consumer awareness. These
partnerships include:

• Ethical Business Practices Campaigns: Collaborations with companies to promote

campaigns on transparent pricing, product safety, and fair advertising practices.
• Product Labeling and Information: Businesses are encouraged to provide clear and
accessible product information, enabling consumers to make informed choices.
• Corporate Social Responsibility (CSR) for Consumer Awareness: Companies are
encouraged to include consumer awareness programs as part of their CSR activities, particularly
focusing on rural areas and vulnerable populations.

10. Monitoring and Evaluation of Consumer Awareness Initiatives

The Ministry regularly monitors and evaluates its consumer awareness initiatives to ensure their
effectiveness. Key evaluation strategies include:

• Feedback Mechanisms: Gathering feedback from consumers who have participated

in awareness programs or utilized grievance redressal services.
• Impact Assessment: Conducting studies to assess the impact of various awareness
campaigns, especially in rural areas and among marginalized communities.
• Consumer Satisfaction Surveys: Periodic surveys are conducted to measure
consumer satisfaction with the quality of goods and services, as well as their understanding of
consumer rights.
11. Conclusion and Way Forward

The Ministry of Consumer Affairs has implemented a comprehensive set of measures to promote
consumer awareness across India. These initiatives span urban and rural areas, digital and traditional
marketplaces, and address a wide range of consumer protection challenges. Moving forward, the
Ministry plans to:

• Strengthen Digital Consumer Awareness: With increasing digitization, focus will be

placed on cybersecurity, digital payment safety, and e-commerce transparency.
• Expand Rural Outreach Programs: Further efforts will be made to reach underserved
rural populations, particularly in educating them on counterfeit goods and grievance redressal.
• Collaborate More Closely with Private Sector: Businesses will be encouraged to play
a greater role in consumer protection through ethical marketing and transparent practices.

The Ministry remains committed to enhancing consumer awareness and protection to ensure that
every Indian consumer is empowered, informed, and protected.

References

• Ministry of Consumer Affairs, Food, and Public Distribution, Government of India

• Bureau of Indian Standards (BIS)
• Consumer Protection Act, 2019
• National Consumer Helpline (NCH)
• Jago Grahak Jago Campaign Materials

This extended report includes additional initiatives and programs aimed at enhancing consumer
awareness, focusing on specific sectors like rural outreach, digital transactions, and product safety,
along with efforts to engage the private sector in promoting ethical consumer practices.