CONSUMER

RIGHTS
 WHAT ARE CONSUMER RIGHTS?

Every country prescribes its own set of consumer rights

to its people to ensure maximum protection to the
citizens of a country. The meaning of consumer
awareness extends to knowing the meaning of
consumer rights. There are six important consumer
rights that have been listed down for the people of India
by the government of India.
 SOME OF THE CONSUMER
RIGHTS ARE:

 Right to Safety : This is the right of the consumer to be protected against the marketing of any
commodity, goods and services which are in the interest of harm towards them.
 Right to Be Informed : The consumer has the right to be informed about the commodity they are
purchasing. This pertains to the quality, quantity, potency, purity, standard and price of the good
or service at hand.
 Right to Choose : The consumer should have proper access to the market to make an informed
choice between selected goods and services. In a market where there is a monopoly, this right
extends to warranting a fair price for a good or service.
 Right to Be Heard : This is the right extended to consumers to be heard at the appropriate
forums for voicing out concerns and also representing ideas and visions for consumer welfare.
 CONSUMER
RESPONSIBILITIES

Consumers have responsibilities towards other

consumers and society members and help them fight
against unfair trade practices and create awareness
regarding consumer rights. Government and non-
government organizations have made various efforts to
protect the interest of consumers. These efforts will be
helpful and can stop the exploitation of consumers only
when they understand their responsibilities and take
actions to safeguard their interests.
 CONSUMER RESPONSIBILITIES

There are certain aspects that are the responsibility of the consumer, as mentioned below:
 Responsibility to Think Independently
Independent choices should be made by the consumers and they should be aware and concerned about what they
want and what they need.
 Responsibility to be Aware
A consumer should always be concerned and mindful of the quality and also the safety of the products and services
used before the purchase.
 Responsibility to Complain
It is the duty and also the responsibility of the consumer to express and also complain about any dissatisfaction with
the goods or services and also to give a fair chance.
 Responsibility of the Consumer to be fair
Consumers should always be fair and not engage in activities that can be disrespectful or deceptive.
DUTIES OF CONSUMERS WHILE
SHOPPING

A consumer must check for a certification of quality

such as ISI mark, Agmark or Hallmark; Consumers
must ensure that they receive a valid bill or cash
memo and warranty on purchase of items especially
electronic goods such as TV, laptop, mobile phones
etc.; The consumer should not allow a salesman to
force him/her to buy a particular brand; and a
consumer should inform concerned authorities if a
shopkeeper is selling defective goods.
 HOW TO FILE A COMPLAINT?

Customers have the right to complain in the case of any discrepancies in goods and services; irrespective of the issue
related to quality or price. It is the right of the consumer o to get redressed to their favor if these grievances hold valid.
Some essential points to be borne in mind while filing a complaint:
 Within two years of the purchase of the product or services, the complaint has to be filed.
 Details of the problem have to be mentioned in the complaint. There can be a demand for the exchange or
replacement of the product, and compensation for the difficulties, and also the declaration has to be reasonable
and valid.
 Relevant receipts and bills should be kept and attached to the complaint letter.
 Written complaints after the above should be sent to the consumer forum by email, registered post, or hand-
delivered. Acknowledgment is important.
 Complaints can be made in any preferred language.
 The hiring of a practicing lawyer is not required.
 All the documents which are sent or received should be kept safely for future correspondence.
 RIGHT TO INFORMATION ACT

“Right to Information Act”, was enacted by the government of India in October 2005. The objective of this act is to ensure its citizens all the information about
the functions of government departments. There are three reasons for formation of “Right to information”.

(i) When choice is denied

When a consumer is not satisfied with Purchasing of a particular goods and services then he/she have right to deny the choice.

(ii) Where should consumers go to get justice?

When a consumer deny the choice. Then he/she has the right to seek redressal against unfair trade 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 forums or consumer protection councils. This organization
guide consumers on how to file cases in the consumer court.

A three-tier quasi-judicial machinery at the district, state and national levels was set up for redressal of consumer disputes, under Consumer Protection Act.
 CONSUMER PROTECTION
ACT (CPA), 2019

 It replaced the earlier 1986 act.

 Introduced the concept of e-commerce protection.
 Allows filing complaints online.
 Introduced Central Consumer Protection Authority
(CCPA).
 CASE STUDIES

 Example 1:
A consumer bought a packaged food item that had expired. After complaining, the store
replaced the item and apologized.
Lesson: Always check expiry dates and be aware of your right to safety and information.
 Example 2:
A mobile phone stopped working within 3 months. The consumer used the warranty to
get a free repair.
Lesson: Keep bills and warranty cards safe.
 CONCLUSION

Consumer rights are essential for ensuring fairness, safety, and protection in the
marketplace. They empower individuals to make informed choices and stand against
unfair practices. With laws like the Consumer Protection Act, people have legal tools to
seek justice and compensation.
In today’s digital age, awareness of consumer rights—both online and offline—is more
important than ever. However, rights come with responsibilities. Consumers must stay
informed, ask for bills, read product details, and raise their voices when wronged.
An aware and responsible consumer helps create a fair, ethical, and transparent
market. Promoting consumer rights is not just a legal issue—it’s a step toward a better
society.