CONSUMER RIGHTS
~ First of all, who is a Consumer?
● A consumer is an individual who purchases goods or services for their personal use and not for further
production or resale.
● Consumers are the end-users of products and services, and their decisions to buy or use these goods and
services are crucial for the economy.
● For example: Buying groceries, Using public transportation etc.
● It is necessary to note that consumers aren't the same as customers.
~ Origins of the Consumer Movement
● The consumer movement was a social force advocating for consumer rights and protection. It originated in
the early 20th century , with its roots in addressing issues like food shortages, product safety, and unfair
trade practices. In India, the movement gained momentum in the 1960s, fueled by concerns about food
adulteration, hoarding, and black marketing.
● In other words, it was an effort to promote consumer protection through consumer movements (in many
places they are led by consumer organisations). These movements commonly advocate for increased health
and safety standards, honest information on certain products in advertising etc.
Ralph Nader: “Unsafe at any Consumer Protection Act (1968) Pure Food and Drug Act (1906)
Speed”
In the 1960s, Ralph Nader's book, The Consumer Protection Act in In response to public outcry, the
"Unsafe at Any Speed," exposed the India, enacted in 1986, provided a U.S. Congress passed the Pure
auto industry's negligence regarding legal framework for addressing Food and Drug Act and the Meat
safety, significantly impacting consumer grievances and Inspection Act, marking a significant
consumer awareness and activism. promoting consumer rights. step in consumer protection.
~ What are Consumer Rights?
● Consumer rights refer to the basic protections and entitlements consumers have when purchasing goods and
services. These rights ensure fair treatment, safety, and quality in the marketplace.
1. Consumers have the right to seek compensation if they have been treated unfairly or if a product is defective.
2. Consumers have the right to choose from a variety of goods and services, ensuring they are not forced to
buy something of a particular brand.
3. Consumers have the right to be heard on their complaints related to products or services.
WHAT TO DO IF YOUR RIGHTS ARE VIOLATED -
1. Identify the Issue and Gather Evidence: Keep a copy of receipts, warranties, and communications with the
seller.
2. Contact the Seller/Service provider: Try reaching out to the seller or service provider. Clearly state your
grievance and ask for an appropriate resolution.
3. Draft a Formal Complaint Letter: If the communication fails, draft a complaint letter outlining your issue.
4. File an Online Complaint: Finally, you may file a consumer court online complaint through the National
Consumer Helpline Portal. (NCHP)
REAL LIFE CASES OF CONSUMER RIGHTS VIOLATION -
● Lost Baggage with Jewellery
A passenger’s check‑in bag containing his wife’s gold jewellery was lost by SpiceJet airlines. On May 27,
2025, the Delhi State Consumer Commission ruled that SpiceJet failed its duty to handle baggage safely and
the victim won ₹2 lakh compensation.
● Medical Negligence
Dr. Anita Sena Fernandes had gallbladder surgery by Dr. Shrikhande on 26 Nov 1993. After discharge, she
had ongoing abdominal pain but didn’t consult anyone for 9 years. In 2002, a scan revealed that a gauze was
left inside her abdomen. She filed a consumer complaint in Oct 2004, alleging medical negligence and
demanded ₹50 lakh compensation.
● Refrigerator Fire
In 2023, a family in Mumbai bought a branded refrigerator that caught fire within three weeks, causing
damage to their kitchen. An investigation showed a manufacturing defect in the compressor. The State
Consumer Disputes Redressal Commission held the company liable for selling a defective product and
awarded ₹1.5 lakh as compensation for damages and mental agony.
● Carry Bag Charges at Zudio
Shoppers at Zudio stores were charged extra fees for carry bags (around Rs. 5-10) without notice. Consumer
Courts, including the District Consumer Redressal Commission, Gurgaon ruled it was an unfair trade
practice, ordered refunds and compensation for concept violation
~ Need for Consumer Awareness
● Consumer awareness refers to the knowledge that individuals possess regarding their rights and
responsibilities as consumers in the marketplace. It involves being informed about the products and services
available, their quality, safety standards, pricing etc.
● Consumer awareness is a critical aspect of modern economies, emphasizing the knowledge and
understanding that individuals have regarding their rights and responsibilities as consumers.
1. Protection of Consumer Rights: Consumer awareness is essential for ensuring that individuals are aware
of their rights
2. Preventing Exploitation: Awareness protects consumers from fraudulent and exploitative practices.
3. Quality Assurance: Consumer awareness drives demand for high-quality products and services.
Objectives:
Empowerment: To empower consumers with knowledge about their rights and responsibilities, enabling
them to make informed decisions in the marketplace.
● Safety Assurance: To ensure that consumers are aware of safety standards and potential risks associated
with products and services
● Product Information: To provide consumers with clear and accurate information about products and
services, including ingredients, features, and pricing.
● Legal Knowledge: To educate consumers about relevant consumer protection laws and mechanisms for
seeking redress in case of grievances
Activities/Events organised :
● Collaboration with Consumer Organizations: Collaborating with consumer advocacy groups and
organizations to amplify consumer awareness efforts and address systemic issues affecting consumers.
● Product Labeling and Information: Advocating for clear and standardized product labeling to provide
consumers with essential information about ingredients, nutritional value, and safety precautions.
● Workshops and Seminars: Organizing workshops and seminars to provide in-depth knowledge about
specific consumer-related issues, such as product safety, labeling, and legal rights.
● Consumer Protection Helplines: Establishing helplines or online platforms where consumers can seek
guidance, report issues, and receive assistance in navigating consumer-related concerns.
ADVANTAGES DISADVANTAGES
● Empowered Consumers ● Information Overload
● Quality Improvement ● Manipulative Marketing
● Market Consumption ● Higher Costs
● Ethical Consumption ● Resistance to Change
Consumer Protection:
● Consumer protection refers to protecting consumers from fraudulent activities by sellers and safeguarding
their rights.
● It gives them a quick redressal of their grievances
Matter of fact, there are various types of malpractices that can be done by a seller. Some examples include:
● Selling duplicate or copy goods
● Charging over the MRP
● Showing false or misleading advertisements
● Supplying defective or damaged goods etc.
Consumer Protection Act 1986, 2019
● The act was first introduced in 1986 and finally came to effect in July 1987.
● The Consumer Protection Act 1986 was a pioneering piece of legislation introduced to provide consumers
with better protection of their interests. It was applicable throughout India, with the notable exception of
Jammu and Kashmir.
● However, over the years, the changing consumer landscape and the advent of e-commerce necessitated
significant updates to consumer protection laws, leading to the formulation of the Consumer Protection Act
2019.
● The Consumer Protection Act 2019 also raised the pecuniary jurisdiction limits, i.e., compensation that each
court can grant. These increased limits are essential to ensure that consumers have access to meaningful
remedies when their rights are violated
→ District court limits were raised from 20 lakhs to 1 crore.
→ State court limits were raised from 20 lakhs to 10 crores.
→ The National Commission’s limits were raised from above 1 crore to above 10 crores.
● The introduction of the Central Consumer Protection Authority (CCPA) and the removal of jurisdictional
limitations are just a few of the significant enhancements brought forth by the 2019 act.
Bibliography:
1. NCERT Textbook PDF; Economics Class 10 - Consumer Rights
2. https://en.m.wikipedia.org/wiki/Consumer_movement
3. https://byjus.com/commerce/difference-between-customer-and-consumer
4. https://testbook.com/ias-preparation/consumer-awarness
5. https://consumeraffairs.nic.in/organisation-and-units/division/consumer-protection-unit/consumer-rights
6. https://bnwjournal.com/2020/07/21/analyis-v-n-shrikhande-v-anita-sena-fernandes-sc-0868-2010
7. https://www.casemine.com/search/in/refrigerator%20fire
8. https://lawtrend.in/wp-content/uploads/2024/02/Zudio-Solutions-Pvt.-Ltd-vs-pooja-gupta.pdf
9.
