5
CONSUMER RIGHTS CHAPTER
CONTENTS • In unorganized sector, people have to work at a
low wage which is not fair.
• Introduction
• The consumer in the market place • Sometimes, consumers get less weigh than what
• Consumer movement they should get and the producer also charged
• Consumer rights the price which is not maintained.
• Right to Information Act • Some big companies are manipulated the
• Taking the consumer movement forward market in various ways like, by passing false
information about the product through media
and other sources to attract consumers. So, there
Introduction is a need for rules and regulations to ensure
protection for consumers.
(i) Issue of consumer rights.
(ii) Unequal situations in a market.
(iii) Poor enforcement of rules and regulations.
(iv) Consumer protection councils. Consumer movement
(v) Consumer organizations.
• There are no for rules and regulations to ensure
(vi) Consumer court.
protection for consumers. The consumers are
exploited by the producers.
The consumer in the market place
• People participate in the market both as • For example, if a consumer is not satisfied
producers and consumers. As a producer they with the product of any brand or shop. Then
sell their goods and provide services to the he/she avoid and stop to purchase from that
needy people. particular brand or shop.
• In this case, all the responsibilities are shifted
• Producers provide service in the sector like,
to the consumer for purchasing of the products.
agriculture sector or primary sector, secondary
sector or manufacturing sector and service • When the consumers are dissatisfied with
sector or tertiary sector. unfair rule and regulation for purchasing of
goods and services, then the consumer
• As a consumer, a person purchase goods and
movement is arisen.
services that he/she need.
• Here, unfair rule and regulation is indulged by
• Consumers exploited in the marketplace by the
the sellers. It is a type of social force.
producers in various ways. In informal sector,
borrowers are exploited by the moneylenders. • During 1960, Rampant food shortages,
hoarding, black marketing, adulteration of food
• People borrow money from moneylenders at
and edible oil gave birth to the consumer
high rate of interest and also forced by the
movement in an organized form in India.
moneylenders to pay the loan timely.
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• This organization receives financial support information”.
from the government for creating awareness
among the people.
• Till the 1970s, consumer organizations formed (i) When choice is denied
consumer groups with increasing number of
When a consumer is not satisfied with Purchasing
consumer organization.
of a particular goods and services then he/she have
• This group found to look into the malpractices right to deny the choice.
in ration shops and overcrowding in the road
passenger transport. (ii) Where should consumers go to get justice?
• In 1986, a major step was taken by the When a consumer deny the choice. Then he/she has
government of India in the form of the the right to seek redressal against unfair trade
Consumer Protection Act 1986. practices and exploitation. She/he has the right to
get compensation depending on the degree of
damage. For compensation she/he has to go
Consumer rights consumer forums or consumer protection councils.
This organization guide consumers on how to file
(i) Safety is everyone right cases in the consumer court.
There are many goods and services which are A three-tier quasi-judicial machinery at the district,
hazardous for the health and property. So, that state and national levels was set up for redressal of
goods and services require special attention to consumer disputes, under Consumer Protection Act.
safety. Consumers have the right to be protected
against the marketing of goods and delivery of
services which are hazardous for the health and
The district level court deals with the cases
services. Producers also need to follow the required
involving claims upto Rs 20 lakhs, the state level
rules and regulations for safety of consumers.
courts deal with cases between Rs 20 lakhs and Rs
1 crore and the national level court deals with cases
(ii) Information about goods and services
involving claims exceeding Rs 1 crore.
Manufacturer of goods and services should have
maintained information about the ingredients used, When a case is dismissed in district level court, then
price, batch number, date of manufacture, expiry consumer can appeal in state and then in National
date, the address of the manufacturer, directions for level courts. This act provides “Right to Represent”
proper use’ and information relating to side effects to the consumer.
and risks associated with usage of that particular
goods and services. Consumers have right to know (iii) Learning earning to become well-informed
about the details of that particular goods and services consumer
that they purchased. For well-informed the consumer about their rights,
Consumer Protection Act has led to the setting up
of separate departments of Consumer Affairs in
Right to Information Act central and state governments.
“Right to Information Act”, was enacted by the
government of India in October 2005. The objective Taking the consumer movement forward
of this act is to ensure its citizens all the information
about the functions of government departments. Indian Parliament enacted the Consumer Protection
There are three reasons for formation of “Right to Act on 24 December 1986. After that every year 24
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December is celebrated as the National Consumers’
Day.
There are 20-25 are well organized and recognized
consumer groups in India out of 200 consumer
groups. After the enactment of “Consumer
Protection Act” in India consumer awareness is
spreading but slowly.
The consumer redressal process is becoming
cumbersome, expensive and time consuming.
(i) Consumers are required to engage lawyers.
(ii) In most purchases cash memos are not issued
hence evidence is not easy to gather.
• ISI and Agmark
ISI and Agmark is quality certification for many
products like, LPG cylinders, food colours and
additives, cement or packed drinking water. It is
compulsory for the producers to get certified by
these organizations.
• Hallmark
Hallmark is quality certification for jewelry. This
mark is issued by Indian Standard Organization
which is located in New Delhi.
• ISO certification
International organization for standardization is
quality certification which indicates companies,
goods or, institutions having this certification meet
the specific level of standard. The headquarter of
ISO is situated in Geneva, which was established in
1947.
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