CONSUMER AWARENESS

                     

"The customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption on our work. He is the purpose of it. He is not an outsider on our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so."

                                                                                                  - MAHATMA GANDHI

Consumer is the real deciding factor for all economic activities. It is now universally accepted that the extent of consumer protection is a true indicator of the level of progress in a nation. The growing size and complexity of production and distribution systems, the high level of sophistication in marketing and selling practices and forms of promotion like advertising, etc. have contributed to the increased need for consumer protection.

The Consumer Protection Act, 1986(External website that opens in a new window) is the most important legislation enacted to provide for effective safeguards to consumers against various types of exploitation and unfair dealings. This Act was amended in 2002 in the form of Consumer Protection (Amendment) Act, 2002

CONSUMER RIGHTS Right to Safety Means right to be protected against the marketing of goods and services, which are hazardous to life and property. The purchased goods and services availed of should not only meet their immediate needs, but also fulfill long term interests. Before purchasing, consumers should insist on the quality of the products as well as on the guarantee of the products and services. They should preferably purchase quality marked products such as ISI, AGMARK, etc Right to be Informed Means right to be informed about the quality, quantity, potency, purity, standard and price of goods so as to protect the consumer against unfair trade practices. Consumer should insist on getting all the information about the product or service before making a choice or a decision. This will enable him to act wisely and responsibly and also enable him to desist from falling prey to high pressure selling techniques. Right to Choose Means right to be assured, wherever possible of access to variety of goods and services at competitive price. In case of monopolies, it means right to be assured of satisfactory quality and service at a fair price. It also includes right to basic goods and services. This is because unrestricted right of the minority to choose can mean a denial for the majority of its fair share. This right can be better exercised in a competitive market where a variety of goods are available at competitive prices. Right to be Heard Means that consumer's interests will receive due consideration at appropriate forums. It also includes right to be represented in various forums formed to consider the consumer's welfare. The Consumers should form non-political and non-commercial consumer organizations which can be given representation in various committees formed by the Government and other bodies in matters relating to consumers. Right to Seek Redressal Means right to seek redressal against unfair trade practices or unscrupulous exploitation of consumers. It also includes right to fair settlement of the genuine grievances of the consumer. Consumers must make complaint for their genuine grievances.Many a times their complaint may be of small value but its impact on the society as a whole may be very large. They can also take the help of consumer organisations in seeking redressal of their grievances. Right to Consumer Education Means the right to acquire the knowledge and skill to be an informed consumer throughout life.Ignorance of consumers, particularly of rural consumers, is mainly responsible for their exploitation. They should know their rights and must exercise them. Only then real consumer protection can be achieved with success.

CONSUMER COMPLAINTS REDRESSAL

To provide simple, speedy and inexpensive redressal of consumer disputes, the Consumer Protection Act envisages a three tier quasi-judicial machinery at the National, State and District levels. It is an alternative to the ordinary process of instituting actions before a civil court. These fora are mandated to provide simple, speedy and inexpensive redressal of the consumers' grievances. The three redressal agencies are the National Consumer Disputes Redressal Commission (NCDRC)

Who can file a complaint ?

• A complainant in relation to any goods or services may be filled by a consumer or
• Any voluntary consumer association registered under the Companies Act, 1956 (1of 1956)or under any other law for the time being in force or
• The Central Government or any State Government; or
• One or more consumers, where there are numerous consumers having the same interest or
  In case of death of a consumer, his legal heir or representative
• A power of attorney holder cannot file a complaint under the Act.

 How to File a Complaint?

A complaint can be filed on a plain paper. It should contain:

• The name description and address of the complainant and the opposite party.
• The facts related to complaint and when and where it arose.
• Documents in support of allegations made in the complaint.
• The relief which the complainants is seeking
• The complaint should be signed by the complainants or his authorized agent.
• No lawyer required for filing the complaint
• Nominal court fee

 Where to File a Complaint?

It depends upon the cost of the goods or services or the compensation asked:

• District Forum: If it is less than Rs. 20 lakhs
• State Commission: If more than Rs. 20 lakhs but less then Rs. 1 crore
• National Commission: If more than Rs. 1 crore

After the Computerization and Computer Networking of Consumer Forums in Country (ConfoNet)(External website that opens in a new window), users can track their case online. It is an internet based Case Monitoring System developed for automating the work flow of the consumer forums, starting from case registration until announcement of judgment. Users can search Cause lists(External website that opens in a new window),Judgements

(External websit

CONSUMER AWARENESS

An enlightened consumer is an empowered consumer. An aware consumer not only protects himself from exploitation but induces efficiency, transparency and accountability in the entire manufacturing and services sector. Realising the importance of consumer empowerment the Ministry of Consumer Affairs, Food and Public Distribution

Jago Grahak Jago

The slogan 'Jago Grahak Jago' has now become a household name as a result of the publicity campaign undertaken in the last 5 years. Through the increased thrust on consumer awareness in the XIth Five Year Plan, the Government has endeavoured to inform the common man of his rights as a consumer. As part of the consumer awareness scheme, the rural and remote areas have been given the top priority. The Government has used multiple channels to create awareness it includes: Print media advertisements, Audio campaigns, video campaigns etc.

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