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1. The word consumer is derived from Latin word Consumere which means to eat
or to drink.
2. A Consumer means any person who buys any goods, hires any service or
services for a consideration which has been paid or promised or partly paid or
partly promised or under any system of deferred payments.
3. Consumer is the king of the market
4. The need and importance of consumer protection is as follows:

a) Consumer Participation: Businesses often make decisions without

considering consumer interests. Strong consumer organizations can push for
consumer involvement in decision-making processes.
b) Lack of Information: In a dynamic and complex market filled with both
domestic and imported products, consumers struggle to get accurate
information about products before purchasing.
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c) Consumer Ignorance: Many Indian consumers are unaware of their rights,
market conditions, and product details, making them vulnerable to exploitation by
businesses. A system is needed to protect them.

d) Unorganized Consumers: Consumers are scattered and unorganized, while

sellers are powerful and well-organized. Individual consumers find it difficult to
fight against these influential businesses.

e) Spurious Goods: The market is flooded with duplicate products, and ordinary
consumers often cannot distinguish between genuine and fake products.
Consumer protection is needed to ensure product quality and safety standards.

f) Misleading Advertising: Some businesses use deceptive advertising to

mislead consumers about the quality and utility of products. A mechanism is
needed to curb such practices. 5
g) Business Malpractices: Fraudulent and unethical business practices lead to
the sale of defective and substandard goods. Consumer protection measures are
required to address these issues.

h) Trusteeship: Following Gandhian philosophy, businesses should act as

trustees of societal wealth and use it for the benefit of the people.

The above is the need and importance of consumer protection.

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1. A Consumer means any person who buys any goods, hires any service or
services for a consideration which has been paid or promised or partly paid or
partly promised or under any system of deferred payments.

2. On 15th March, 1962, the then President of United States J.F. Kennedy (USA)
declared certain rights of consumers

3. 15th March is celebrated as World Consumer Rights Day every year

4. Consumers must be aware of their rights and responsibilities as well.

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The rights of consumers are as follows:

1. Right to Safety: Protects consumers from hazardous products and services. Ensures
safety in products like medicines, electrical appliances, and food, with safety standards
like AGMARK, ISI, and BIS.
In 2015, Maggi noodles were banned for several months after reports of excessive lead
levels, violating safety standards. The Food Safety and Standards Authority of India (
FSSAI) stepped in to protect consumers from potential health risks.

2. Right to Information: Consumers must be provided with adequate details about

products or services, such as price, contents, manufacturing and expiry dates, and usage
instructions. This helps consumers make informed decisions.
In 2018, Amazon India was fined for selling non-compliant pressure cookers without
providing essential details like manufacturer information and product safety standards.
This violation of consumer rights triggered action from the Central Consumer
Protection Authority (CCPA).
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3. Right to Choose: Consumers should have the freedom to select products or
services without any pressure from sellers, promoting a free market economy
and preventing monopolies.
In the telecommunications sector, consumers have a wide choice between
providers like Jio, Airtel,Vodafone, etc. A consumer can freely switch providers
through Mobile Number Portability (MNP), ensuring they are not locked into one
company.

4. Right to Be Heard: Consumers should have the opportunity to voice their

complaints and suggestions. Businesses are expected to address and resolve
consumer issues through platforms like consumer forums and online portals.
The Zomato controversy in 2021, where a customer complaint about poor delivery
and service led to Zomato publicly addressing the issue. The company introduced
changes to improve service based on consumer feedback and took steps to
address complaints on social media. 9
5. Right to Consumer Education: Consumers should be informed about their
rights and how to protect themselves from exploitation. Campaigns like 'Jago
Grahak Jago' help raise awareness about consumer rights.
The Jago Grahak Jago campaign, launched by the Government of India, educates
consumers on their rights, fair practices, and how to file complaints through
advertisements and public service messages, making consumers aware of
potential frauds and unfair practices.

6. Right to Represent: Consumers have the right to represent their interests in

consumer forums, even without professional advocates.
In 2017, consumers filed a class-action lawsuit against Volkswagen India over the
emissions scandal, known as Dieselgate. Consumers were represented in
consumer courts demanding compensation for being misled by the company’s
false claims of environmental compliance.
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7. Right to Redress: This ensures fair settlement of complaints, including repairs,
replacements, or compensation for defective goods or services. Three-tier judicial
bodies help resolve disputes.
In 2020, a consumer in Bangalore won a case in the District Consumer Forum
against Flipkart after receiving a defective smartphone. Flipkart was ordered to
pay compensation and replace the faulty product.

8. Right to a Healthy Environment: Consumers have the right to demand

action against businesses causing pollution and are entitled to a clean
environment now and in the future.
The National Green Tribunal (NGT) fined Volkswagen in 2019 for environmental
damage caused by emissions exceeding the permissible limit. This case highlighted
the right of citizens to a clean and healthy environment.

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9. Right to Protection from Unfair Practices: Protects consumers from
business malpractices such as black marketing, profiteering, adulteration, and
faulty measures.
The ONION price inflation incident in 2019 led to complaints against hoarding
and black marketing by middlemen. The government acted to curb black
marketing and stabilize prices by conducting raids and releasing buffer stocks.

10. Right Against Spurious Goods: Safeguards consumers from the sale of
counterfeit, harmful, or life-threatening goods.
In 2021, the Drug Controller General of India took action against the sale of
counterfeit medicines for COVID-19, such as fake remdesivir injections,
protecting consumers from the dangerous impact of spurious products.

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1. A Consumer means any person who buys any goods, hires any service or
services for a consideration which has been paid or promised or partly paid or
partly promised or under any system of deferred payments.

The following are the responsibilities of the consumers

1. Consumer Should Use Their Rights:

Consumers have various rights regarding goods and services. It is essential for
them to be aware of these rights while purchasing products. Being informed
empowers consumers to make better decisions and ensures that they are
protected when interacting with businesses.

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2. Cautious Consumer:
Consumers must be aware of their responsibilities when buying goods and
services. Before making any purchase, they should carefully evaluate the quality,
quantity, price, and usefulness of the product or service. This awareness helps
consumers make informed decisions and avoid purchasing substandard products.

3. Filing of Complaint:
If consumers face any issues with the goods or services they purchase, it is their
responsibility to report the problem to the relevant authorities. Filing a complaint
promptly is crucial, as delaying it may result in the expiry of the product’s
guarantee or warranty. Unfortunately, some consumers ignore dishonest business
practices, which encourages unethical behavior among sellers.

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4. Quality Conscious:
Consumers should never settle for inferior products, even if they are offered at a
lower price. Compromising on quality not only affects the consumer’s satisfaction
but also makes it harder to protect their interests. To ensure they purchase high-
quality goods, consumers should look for certification symbols like AGMARK or
FSSAI etc which indicate that the product meets established quality standards.

5. Beware of Exaggerated Advertisements:

Advertisements are a common way for sellers to promote their goods and
services, but they often exaggerate the quality of the products. It is the
responsibility of consumers to critically evaluate these advertisements and
distinguish between genuine claims and exaggerated ones. This vigilance can help
prevent consumers from being misled by marketing tactics.

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6. Demand of Invoice and Guarantee/Warranty Card:
Consumers should always request an invoice when purchasing goods. Additionally,
they must carefully check the details on the guarantee or warranty card to
ensure they have the necessary documentation in case of any future issues with
the product. These documents are essential for resolving disputes with the seller
if the product turns out to be of poor quality.

7. Pre-planned Buying:
Consumers should avoid making impulsive purchases and instead plan their
buying carefully. This involves estimating the specific goods they need and
determining the appropriate quantity required. They should also decide where to
buy the items in advance, ensuring they get the best value and quality for their
money.

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8. Organised Efforts:
Consumers need to take collective action to protect their rights and safeguard
their interests. By working together and supporting consumer protection
associations, they can contribute to consumer welfare and ensure that businesses
operate ethically. Organised efforts strengthen the position of consumers and
help hold companies accountable for their practices.

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1. A Consumer means any person who buys any goods, hires any service or services for a
consideration which has been paid or promised or partly paid or partly promised or under any
system of deferred payments.

The following are the ways and means of consumer protection:

1. Lok Adalat:
Lok Adalat, also known as the 'People's Court,' is an effective and economical system for the quick
redressal of public grievances. It is established by the government to resolve disputes through
compromise, making it a direct and accessible option for individuals seeking resolution. The aggrieved
party can directly approach Lok Adalat, where issues are discussed and decisions are made on the spot.
Dispute resolutions through Lok Adalat have statutory recognition, and several organizations, including
MSEDCL, railway authorities, insurance companies, and banks etc, regularly organize Lok Adalat sessions
to settle disputes quickly.

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2. Public Interest Litigation (Janahit Yachika):
Public Interest Litigation (PIL) allows for legal action initiated in a court of law on matters
of public interest. It provides a mechanism through which any person can approach the
court to seek justice for broader societal issues, especially for unrepresented groups. The
party filing the PIL does not need to be directly affected by the issue, and PILs can be filed
in the High Court or directly in the Supreme Court in some cases. This legal provision
ensures that societal grievances can be addressed through judicial intervention.

3. Redressal Forums:
Under the Consumer Protection Act, 2019, a structured system has been created to handle
consumer grievances and disputes at district, state, and national levels. Individual consumers
or consumer associations can file complaints with the relevant commission based on the
value of the goods or the claim for compensation. These forums aim to provide simple,
speedy, and cost-effective redressal of consumer grievances. Consumer Protection Councils
have also been established at various levels to promote and protect consumer rights under
this Act.
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4. Awareness Programme:
The Government of India has launched several initiatives to raise awareness among consumers.
Both state and central governments regularly publish journals, brochures, booklets, and posters
that highlight consumer rights, responsibilities, and available redressal mechanisms. Additionally,
audio-video programs on consumer awareness are broadcast across multiple channels and
social media platforms. To further promote consumer rights, the government observes
'International Consumer Rights Day' on 15th March and 'National Consumer Day' on 24th
December each year.

5. Consumer Organizations:
Consumer organizations in India play a key role in promoting and protecting consumer
interests. These organizations form an integral part of the consumer movement, which has
become well-established in the country. They assist individuals in seeking swift and effective
redressal for their grievances. It is crucial to further strengthen the consumer movement
across India to ensure greater protection and support for consumers.

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6. Consumer Welfare Fund (CWF):
The Department of Consumer Affairs has created the Consumer Welfare Fund (CWF) to
provide financial assistance in support of the voluntary consumer movement, particularly in
rural areas. The fund is utilized for activities such as training, consumer education, complaint
handling, counseling, and research. Additionally, it helps establish product testing labs and other
necessary mechanisms to support consumer welfare and protect their interests.

7. Legislative Measures:
Several legislative measures have been enacted in India to safeguard the interests of consumers
and protect them from unethical business practices. Some key laws include
a) the Sale of Goods Act, 1930,
b) the Essential Commodities Act, 1955,
c) the Standard of Weights and Measures Act, 1956,
d) the Bureau of Indian Standards Act, 1969,
e) the Food Safety and Standards Act, 2006, and
f) the National Food Security Act, 2013.
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1. A Consumer means any person who buys any goods, hires any service or
services for a consideration which has been paid or promised or partly paid or
partly promised or under any system of deferred payments.
2. Initially, the CG passed the act on 24th December, 1986
3. The Consumer Protection Act, 2019 received the assent of the President on the
9th of August, 2019. It was proposed by the Ministry of Law and Justice
4. There are three forums for the Consumer Protection
a) District commission
b) State commission
c) National commission

5. In case of non compliance of the same imprisonment not less than 1 month upto
3 years or fine not less than Rs. 25,000 upto Rs. 1 lac or both
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Within 45 days Within 30 days Within 30 days

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1. A Consumer means any person who buys any goods, hires any service or
services for a consideration which has been paid or promised or partly paid or
partly promised or under any system of deferred payments.

2. NGOs are non profit oriented and non political organisations. They promote the
welfare of the society

3. The role of consumer organisations and NGOs is as follows

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i) To organize campaigns and various programmes on consumer issues to create
social awareness.
ii) To organize training programmes for the consumers and make them conscious of
their rights and modes of redressal of their grievances.
iii) To publish periodicals to enlighten the consumers about various consumer
related developments.
iv) To provide free legal advice to members on matters of consumer interest and
help them to take up grievances.
iv) To interact with businessmen and Chambers of Commerce and Industry for
ensuring a better deal for consumers.
v) To file Public Interest Litigation on important consumer issues, such as ban on a
product injurious to public health.

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The fol1owing are examples of NGOs
1) Consumer Guidance Society of India. (CGSI)

2) Voluntary Organisation in Interest of Consumer Education. (VOICE)

3) Consumer Education and Research Centre. (CERC)

4) Consumer Association of India. (CAI)

5) Mumbai Grahak Panchayat. (MGP)

6) Grahak Shakti. (GS)

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